Beacon

Beacon is a first-line support agent that lives in Slack or Discord and handles the volume of incoming tickets that would otherwise consume your support team's time. When a Zendesk ticket arrives, Beacon reads the issue, searches your knowledge base for a relevant solution, and either resolves the ticket with a cited response or escalates with full context to a human agent — all without manual triage.

The knowledge base search is semantic, not keyword-based, so Beacon surfaces relevant articles even when customers describe their issue in unexpected ways. If it finds a match, it drafts a response grounded in your actual documentation. If it doesn't, it flags the ticket with suggested escalation notes so your human agents can pick up with full context and no wasted time.

Beacon also handles ticket lifecycle management — updating status in Zendesk, adding internal notes with its reasoning, and keeping your team informed of escalations in real time. Over time it surfaces patterns in ticket volume and resolution so you can identify recurring issues worth addressing in the knowledge base or product.