# Chatbot for Customer Support Teams
Learn how support teams can leverage the Document360 Chatbot to reduce ticket volume and improve response times.
The Challenge
Support teams often handle a high volume of repetitive questions that could be resolved through self-service. The Document360 Chatbot addresses this by giving users instant answers before they reach out to a human agent.
Benefits for Support Teams
- Reduced ticket volume – Deflect up to 40% of common queries.
- Faster resolution – Users get answers in seconds, not hours.
- 24/7 coverage – Bot handles queries outside business hours.
- Focus on complex issues – Agents spend time on problems that need human judgment.
Connecting the Bot to Your Help Desk
The chatbot integrates with popular help desk platforms:
| Platform | Integration Type |
|---|---|
| Zendesk | Native app + API |
| Freshdesk | Native app + API |
| Intercom | Webhook |
| Custom CRM | REST API |
Escalation Workflow
When the chatbot cannot resolve a query:
- User is shown an escalation message.
- A support ticket is created automatically.
- The full conversation transcript is attached to the ticket.
- A support agent picks up the ticket with full context.
Monitoring for Support Managers
Support managers can review:
- Escalation rate trends over time.
- Top escalated topics to identify documentation gaps.
- Resolution rate by category.
Summary
Integrating the Document360 Chatbot with your support workflow creates an efficient tiered support system that benefits both users and agents.