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Sales, Marketing & SupportAny

Speed up support ticket research and triage

A ClickUp support engineer built a system cutting per-ticket research from 15 to 4 minutes across 5,000+ monthly tickets; Mercari handles first replies for 97% of tickets.

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Use case overview

A ClickUp support engineer built a system cutting per-ticket research from 15 to 4 minutes across 5,000+ monthly tickets; Mercari handles first replies for 97% of tickets.

Read the original report ↗

Reported experience

  1. What they did

    The source is a listing page with only short blurbs, so it has little on mechanics. Corey Smith, a Senior Technical Support Engineer at ClickUp, built a system for the research that comes before a rep replies to each ticket. Mercari built an AI support orchestration system on Zapier that handles first replies.

  2. How it went

    ClickUp's research time per ticket fell from 15 minutes to 4, about 917+ hours a month across 5,000+ tickets. Mercari handles first replies for 97% of tickets and resolves roughly 47,000 a month through automation alone.

  3. Worth knowing

    This page gives no build details, tools or costs. Read the full ClickUp and Mercari stories on Zapier's site before copying either approach.

Example prompts

Try with Zapier Agents
Help me build a Zapier Agent for my support team that, whenever a new ticket arrives in [Zendesk/Intercom/Help Scout], researches it by searching [my knowledge base, past tickets, docs], then adds a note with a likely cause, relevant links, and a suggested reply. Don't send anything to the customer; the note is for my agent to review. You're done when a test ticket gets a useful research note in under [5] minutes.

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