Support Ops
By pinksheep Editorial Team | Updated 1 May 2026
An AI assistant for support ops your team can trust.
Quick answer
Pinksheep helps support teams triage tickets, route escalations, draft replies, and monitor CSAT across Zendesk, Slack, and the rest of the stack. Connect once, ask in plain language, and approve customer-facing actions before they go out.
- Free to start. No technical setup required.
- Connects to Zendesk, Intercom, Jira, and 500+ business apps
- Customer-facing sends can require approval
The problem with support today
01
Tickets sit in the queue because routing, escalation, and response drafting still depend on manual triage.
02
Escalation rules often live in tribal knowledge, which breaks when people leave or teams change.
03
Support teams lose time on routing and categorisation instead of solving customer problems.
04
AI tools that auto-respond without review create brand risk and compliance exposure.
Capabilities
What a support assistant can do
Every capability ships with a full activity log. Approval controls are configurable per action type. Not bolted on.
01
Ticket triage
Categorises, prioritises, and routes incoming tickets based on content, customer tier, and SLA rules.
02
Escalation routing
Monitors SLA timers, escalates breached tickets to the correct owner automatically.
03
Response drafting
Drafts first-response emails from your knowledge base. Human review before any send.
04
CSAT monitoring
Tracks satisfaction trends, flags drops, summarises root causes weekly.
05
Configurable controls on customer actions
Set which actions require review before going out. Customer-facing replies can require human approval. Routine triage and routing can run automatically. You decide what needs a sign-off.
06
Full audit trail
Every routing decision, escalation, and response is logged permanently.
How it works
From description to running in minutes
No flowcharts. No code. Ask in plain language, review the plan, approve what changes.
Step 1
Ask in plain language
'When a P1 ticket comes in from an enterprise customer, escalate to the on-call lead and draft a first response from the troubleshooting KB.'
Step 2
Review the plan
See exactly how your assistant will categorise, route, and draft, including which KB articles it references.
Step 3
Approve and start
Confirm the plan. Your assistant runs automatically. You can configure specific customer-facing actions to require your sign-off before going out.
Proof
01
Connects to 500+ business apps your team already uses.
02
Your assistant asks before it acts. You decide.
03
Every action logged. Every cost visible. Full control.
Your support assistant is one description away
Connect Zendesk, Slack, and inbox tools once, ask for what you need, and approve customer-facing sends before they go out.
Common questions
Does Pinksheep work with Zendesk / Intercom?
Yes. Both are supported natively: tickets, conversations, contacts, and custom fields.
Can the assistant send customer emails automatically?
Only if you configure auto-approval for that action type. The default requires human review before any customer-facing send.
What happens if the assistant routes a ticket incorrectly?
The activity history captures the routing decision and reasoning. You can configure mandatory human review for all routing decisions.