Support agent
Reads every ticket that lands after 18:00, answers the ones your help centre already covers, refunds within your policy and drafts the tricky ones for a person to send.
Put this agent on shift
Busy hours
18:00–21:00 · 01:00–03:00 · 05:30–07:30
Works in
Help desk · Email · Chat · Billing
A typical night
612 tickets on an average night
Handles
Tickets, chats and refund requests
Every action carries a receipt and can be undone for 30 days.
What it does between 18:00 and 08:00
The Support agent works through the queue your day team leaves behind. It answers questions your help centre already covers, merges duplicates, tags each ticket by product and urgency, and issues refunds up to the limit you set.
When a ticket is outside policy, angry, or mentions a lawyer, it does not guess. It drafts a reply, attaches its reasoning and puts it in the morning handover for a person to send.
Receipts
Every reply carries a receipt: the policy it followed, the sources it read and the time it took. You can undo any action for 30 days with one click.
Typical night
41 tickets inherited at 18:00, 612 closed by 08:00, 19 enterprise replies drafted for review, median first reply 41 seconds.
Your next shiftstarts at 18:00.
Setup takes about a week. Your first supervised night is on us.