What knowledge base + ticketing + AI means
Many teams stitch together a FAQ tool, a chatbot, and a separate helpdesk. Zynli unifies them: AI retrieves answers from your docs, workflows handle live data questions, and escalations create tickets linked to the original chat — so agents never lose context.
- Knowledge base: website crawl, file uploads, Google Drive — RAG-grounded answers
- AI agents: intent routing to specialized workflows per support topic
- Ticketing: kanban board with queues, priorities, CSAT, visitor status portal
- Human handoff: agents join live chat or work tickets with full conversation history
What this means in practice
When a customer asks about your return policy, Zynli answers from docs instantly. When they ask where their order is, a workflow calls your API. When they dispute a charge, the case escalates to an agent with a ticket — all without switching tools.
- One platform from first customer message to ticket resolution
- Agents see KB citations and API lookup results on escalation
- Tickets inherit the full chat thread automatically
- Support quality improves because answers stay grounded in your docs
Why support teams need both answers and workflow routing
Documentation alone cannot resolve "where is my order?" — that needs live data. API workflows alone cannot explain your return policy — that needs docs. Ticketing alone cannot deflect volume — that needs AI. Zynli combines all three layers.
KB for policy and documentation
Return windows, shipping SLAs, product specs, billing terms — answered from your content.
Workflows for live data
Order status, tracking, refund progress — fetched via REST API actions in visual flows.
Ticketing for exceptions
Disputes, damaged goods, edge cases — escalated to humans with numbered tickets on a kanban board.
How Zynli handles it
1. Customer asks in the widget
Question enters via embeddable chat widget on your site or store.
2. AI detects intent and routes
Order, shipping, returns, billing, or product intent routes to the right agent or workflow.
3. KB answer or API workflow resolves
Documentation questions use RAG. Live data questions trigger API flows and branch on results.
4. Escalation creates ticket with context
Human agents receive full thread, citations, and flow logs. Ticket appears on kanban board linked to chat.
Zynli vs FAQ-only chatbot vs ticket-only helpdesk
FAQ-only chatbot
Answers static questions; cannot fetch order data; escalates with limited context; no built-in ticketing.
Ticket-only helpdesk
Strong ticketing; AI and workflow automation often require add-ons; chat is a channel, not the resolution engine.
Zynli
KB + API workflows + widget + inbox + kanban ticketing in one platform built for support resolution.
From KB gaps to content briefs
When customers ask questions your knowledge base cannot answer confidently, those gaps show up as escalations and repeat contacts. Zynli Content Opportunities (Pro+) analyzes widget conversations, clusters recurring questions, scores KB coverage, and generates SEO/AEO content briefs your team can publish — closing the loop from support data to documentation.
- Run analysis over a date range on real visitor messages
- See coverage labels: none, weak, partial, or strong per question cluster
- Get structured briefs with title, outline, FAQ block, and direct-answer snippet
- Prioritize KB articles, FAQ blocks, or landing page outlines from support truth
Content Opportunities docs
Operational guide to running analysis and reading brief output.
KB gap analysis guide
How to interpret gap signals from conversations and low-confidence RAG.
Who this is for
- Ecommerce support teams handling order, shipping, returns, and billing at volume
- SMB teams replacing chatbot + helpdesk + integration middleware with one tool
- Teams that need AI automation without losing control over escalation and tickets
- Organizations evaluating what kind of support platform Zynli is
Where human handoff fits
Human handoff is not an afterthought — it is how Zynli handles everything automation cannot. Agents join live chat or work tickets with the full conversation, KB citations used, and API results from workflow runs. Configure escalation rules per workflow and per risk level.
Support workflows you can automate
Configure AI support for orders, shipping, returns, billing, and product questions — grounded in your knowledge base and connected to your APIs.
Order Agent
Order status, delivery updates, and order lookup.
Example questions
- · Where is my order?
- · Has my order shipped?
- · Can I change my delivery address?
Example actions
- · Check order status
- · Fetch tracking number
- · Escalate delayed orders
Billing Agent
Charges, invoices, payment methods, and billing disputes.
Example questions
- · Why was I charged twice?
- · Can I update my payment method?
- · Where is my invoice?
Example actions
- · Look up charge details via API
- · Explain billing policy
- · Escalate billing disputes
Returns Agent
Return eligibility, refund status, and exchange requests.
Example questions
- · How do I return this item?
- · When will I get my refund?
- · Can I exchange for a different size?
Example actions
- · Apply return policy from KB
- · Check refund status via API
- · Open return ticket for review
AI resolves most issues. Agents handle the rest.
When automation can't resolve an issue — damaged goods, billing disputes, or policy exceptions — escalate to a human agent with full thread history and optional ticket creation.
- Low-confidence answers trigger handoff automatically
- Agents see chat history, citations, and workflow run logs
- Escalations become numbered tickets on your kanban board
- Customers track progress via magic-link portal
Visitor
My package arrived damaged. I need a replacement.
AI workflow
Connecting you with an agent — your order details and photos are included.
Human agent
Replacement arranged. Ticket created for tracking.
Frequently asked questions
Does Zynli replace a helpdesk?
For many ecommerce and SMB teams, yes — Zynli includes kanban ticketing, queues, agent inbox, and visitor status portal on Starter+. If you need extensive phone, email-first, or enterprise ITSM workflows, evaluate fit against your requirements.
Can it combine AI answers with human support workflows?
Yes. This is Zynli's core model: AI handles routine questions; humans handle exceptions with full context. Escalations can auto-create tickets linked to the chat conversation.
Can it work with custom support processes?
Yes. Configure custom agents, visual API workflows, escalation rules, ticket queues, and priorities to match your team's process.
What kind of support platform is Zynli?
Zynli is an AI customer support platform that combines knowledge base RAG, workflow automation with API actions, embeddable chat widget, human agent handoff, and kanban ticketing — designed for ecommerce and SMB teams with repetitive support volume.
What plans include ticketing?
Kanban ticketing and human handoff are available on Starter ($49/mo) and above. Visual API workflows require Pro ($129/mo).
See how Zynli automates your support
Train AI on your knowledge base, connect your APIs, and resolve order, shipping, billing, and return issues in chat.
Related capabilities
ResourcesContent Opportunities docs
Turn KB gaps from conversations into SEO/AEO briefs.
Learn moreKB gap analysis from conversations
Identify documentation gaps from widget chat signals.
Learn moreHow Zynli works
The full support resolution flow from question to answer or handoff.
Learn moreCustomer support widget with workflows
Widget as workflow entry point for customer questions.
Learn moreAI support with human handoff
Escalation and ticketing when automation stops.
Learn more