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Description
Reads a Zendesk ticket and drafts a resolution from Eagle Eye Model — confidence gauge, playbook, editable reply, learns on confirm. Eagle Eye Copilot — AI resolution assistant for Zendesk Eagle Eye Copilot reads the ticket you're viewing in Zendesk and, in one panel, tells you what the case really is, how confident it is, which playbook applies, and drafts a reply you can edit and send. It learns from every confirmation, so the guidance gets sharper over time. Built for the CSOPS support team at Trivelta/ReBet, it is tuned for social-casino and sportsbook operations — but the workflow fits any high-volume Zendesk queue. ── What it does ── • Reads the full ticket. It pulls the whole conversation (not just the last message), understands whether it's a brand-new ticket or a back-and-forth, and whether the requester is new or recurring — and if recurring, how many tickets they've opened. • Classifies — and corrects. Eagle Eye maps the ticket to a canonical issue type. When the upstream classifier is wrong (a common trap: a Pick ID / unsettled / void / "never played" case mislabeled as a deposit or purchase problem), it re-reads the thread and reclassifies, showing you exactly what it changed and why. • Second-opinion arbiter. On the cases most likely to be misread — low confidence, high-risk, a reclassification, or a ticket with no classification at all — a stronger model independently re-checks the read. If the two agree, you proceed with confidence; if they disagree, the ticket is flagged for human review with both readings shown, so a person decides. • Proposes a resolution from the playbook. It surfaces the matched playbook, its source (human-curated, canonical, or AI-distilled), and its recent effectiveness trend, then lays out clear resolution steps. • Drafts a reply. A ready-to-send draft you can copy, edit, or confirm — every reply is unique to the ticket, never a canned macro. • Confidence you can read at a glance. A semantic confidence gauge, colour-coded by tier, tells you how much to trust the read before you act. • Screenshot & screen-recording insight. Attach a screenshot or a short screen recording and Eagle Eye factors the visual evidence into its analysis. • Learns from you. When you confirm a reply, that becomes a proven example that improves future suggestions. Nothing is trained on a reply you didn't confirm. ── Guardrails & compliance ── • Route-to-Compliance signal. KYC/AML, self-exclusion, responsible-gaming, chargeback, fraud and other sensitive cases are flagged unmistakably — the copilot tells you to escalate, not resolve, at your level. • Evidence gate. For playbooks that require specific evidence, the copilot checks what's present and asks for what's missing before it will commit to an answer. • Abstains when it should. When there isn't enough to decide, Eagle Eye says so — "request evidence," "escalate," or "human review" — instead of answering blindly. • Never invents policy. Guidance is grounded in your playbooks and the ticket's own evidence. ── How it fits your workflow ── • Works right inside the Zendesk agent view — no tab-switching. • Auto light/dark theme that follows Zendesk. • Responsive panel; toggle it any time with Alt+S. • Re-analyze on demand after new customer replies or new evidence. • A "deep" option escalates the hardest tickets to a larger model for the richest synthesis. ── Who it's for ── Support agents and team leads who handle a high volume of tickets and need fast, consistent, defensible resolutions — especially in regulated or compliance-sensitive operations where getting the classification and the escalation right matters as much as the reply. ── Privacy ── Eagle Eye Copilot only activates on your Zendesk agent pages. It reads the ticket you're working to produce the analysis and draft, and sends confirmations back only to improve suggestions. It does not enter credentials, does not modify account or sharing settings, and does not act on your behalf without your explicit confirmation. Install it, open a ticket, and press Alt+S.