ApplicationsSupport
Support cases arrive researched, with the reply already drafted
A complete support application, not a chatbot. It researches each case across your systems, drafts the response your agent would write, and takes the follow-up action — a refund, a replacement, an escalation — so your team resolves cases instead of hunting for context.
01What it does
What it handles, end to end
The work behind every support case, from the research an agent does before replying to the action that closes it.
Research the case
Pulls the customer's history, order, and plan across your systems, so the context is ready before an agent reads the ticket.
Draft the response
Writes the reply your agent would send, grounded in the account and your help content, ready to send or edit.
Check the plan
Confirms the plan, limits, and policy that apply, so a refund or an exception is decided on the facts.
Take the action
Stages the follow-up — a refund, a replacement, an RMA — for one-click approval, or takes it within the limits you set.
Route and escalate
Sends the case to the right team with the research attached, so an escalation never starts from a blank page.
Flag the signals
Surfaces churn risk and repeat issues, and summarises a bug for engineering, from the same case.
02In action
Watch it work a case
Ask it about a case and it works the way your best agent would — pulling the history, checking the policy, and drafting what comes next.
Ask it anything
- Work SUP-902 — refund request
- Is this customer eligible for a refund?
- Draft a reply for the login loop in SUP-901
- Which cases are at churn risk?
- Summarise SUP-896 for engineering
Researches the account · Drafts the reply · Stages the action
Work SUP-902 — refund request
Refund is in policy — reply drafted.
Order #4821 arrived damaged with a photo, it's within the 30-day window, and this is Priya's first return in 14 months on the Pro plan. I've drafted an apology with the refund approved and next steps, and staged the refund for one click. Send as-is, or edit first.
03Skills
12 support skills, ready on day one
The work your support team repeats on every case, already built and tested. Your team can change any of them, and add its own, without waiting on engineering.
- Research a customer's history
- Draft a response from the knowledge base
- Check refund eligibility against policy
- Summarise an escalation
- Check a customer's plan and limits
- Route a case by product area
- Answer a billing question
- Draft a replacement or RMA
- Prepare the follow-up after resolution
- Summarise a bug report for engineering
- Flag a churn-risk signal
- Draft the weekly customer digest
Twelve shown. Add your own for the cases specific to how your support team runs.
04Integrations
Connected to the systems support already runs on
Every connection declares exactly what it may do, so the application reads your CRM and posts to one channel and nothing beyond that.
05The change
The context and the draft are already there
Before
Every case starts with a hunt for context
- An agent opens four tabs to piece the account together
- The same reply written from scratch, case after case
- Refund eligibility checked by hand against the policy
- Escalations that hand engineering a blank ticket
With Cenna
The context and the draft are already there
- History and order pulled before the agent reads it
- A response drafted from the account, ready to send
- Plan and policy checked automatically
- Escalations that arrive with the research attached
06Why it works
Built to close cases, not queue them
Your policies drive the answers, cases resolve at first touch, and it connects to the support stack you already run.
Your policies drive the answers
Refund rules, plan terms, escalation thresholds — written as playbooks your support team maintains, so every decision is made on your policy, consistently.
Cases resolve at first touch
The research, the draft, and the action arrive together, so most cases close in one pass instead of bouncing between queues and follow-ups.
Connects to your support stack
Zendesk, Stripe, Slack, your CRM — each connected with an explicit scope, usually in a day, so it replies on your tickets and refunds through your billing and nothing more.
And underneath it all: a real Cenna application — running in your cloud, code you own, every model call and dollar metered.About the platform →
07FAQ
Common questions
Does it reply to customers on its own?
Only as far as you allow. By default it drafts the response and stages the action for an agent to approve. You can let it send and act within limits you set — a refund under an amount, a known fix — and hold everything else for a person.
Where does the customer data live?
In your own cloud account and your own systems. The application connects to your CRM and billing with scoped grants and reads what it needs; nothing is copied to Cenna.
Does it work with our help desk?
Yes. It reads and writes through connectors to the help desk and CRM you already run, so cases stay where your agents already work rather than moving to a new tool.
How does it know our policies?
It follows your skills and answers from your help content, so a refund decision or a reply reflects your policy and your voice, grounded in your own material.
How is spend controlled?
Like every Cenna application — token and cloud cost is metered per task and per user, models are approved centrally, and every run is traced and priced.
See it work a real support case.
Thirty minutes: bring a sample case, and we'll show the application research the account, draft the reply, and stage the follow-up action for one click.
Get a DemoBuilt for speed. Engineered for control.