Our first real-world success story: turning ticket chaos into automated efficiency
The Challenge That Every Growing Company Faces
Picture this: You’re running a successful freight forwarding business. Thirty years in the market, solid reputation, growing customer base. But there’s a problem that’s eating away at your team’s productivity.
Every day, hundreds of customer support tickets flood your Zendesk. Your agents spend hours just figuring out where each ticket should go. A booking confirmation gets mixed up with an urgent shipping issue. Documentation requests sit in the wrong queue for hours. Your customers wait longer than they should, and your team feels overwhelmed.
Sound familiar?
This was exactly the situation our client faced when they reached out to us. And it became the perfect testing ground for our newly developed HARDEN Method for Automations.
But let’s dig deeper into what this really looked like before we stepped in.
The Real Pain: When Success Becomes Your Biggest Problem
Our client—let’s call them FreightFlow—had built an impressive business over three decades. They were handling complex international shipments, managing relationships with shipping lines worldwide, and had earned a reputation for reliability that money can’t buy.
But success brought volume. And volume brought chaos.
Every morning, their customer service manager would open Zendesk to find 200+ new tickets waiting. Here’s what a typical day looked like:
8:00 AM: Customer service team starts triaging tickets manually
- “Booking confirmation for containers ABCD1234” sits next to “URGENT: Shipment held at customs”
- An agent spends 3 minutes reading a simple booking acknowledgment to figure out it’s just a notification
- Meanwhile, a documentation request for missing weight declarations waits in the general queue
- Time wasted: 15 minutes per agent, per hour, just on routing
10:00 AM: The routing chaos creates downstream problems
- The documentation team gets booking requests (wrong team)
- The scheduling team gets customs paperwork questions (wrong expertise)
- Urgent issues get buried under routine notifications
- Each misrouted ticket adds 2-3 hours to resolution time
2:00 PM: Frustrated customers start following up
- “Why hasn’t anyone responded to my urgent request from this morning?”
- More tickets get created for issues that should have been resolved hours ago
- The team spends time explaining delays instead of solving problems
5:00 PM: The day ends with incomplete work
- Routine notifications that could have been auto-resolved remain open
- Important tickets are still in wrong queues
- Tomorrow starts with today’s backlog plus new volume
This wasn’t just inefficiency—it was a scalability crisis waiting to happen.
Why Traditional Solutions Fall Short
Before coming to us, FreightFlow had tried the usual approaches:
Hiring More Agents: Expensive and didn’t solve the core problem. New agents needed weeks of training to understand the nuances of freight terminology and routing rules. Plus, more people meant more coordination overhead.
Manual Training and Procedures: Detailed routing guides and regular training sessions. But human consistency is hard to maintain across shifts, vacation coverage, and new hires. Even experienced agents made routing mistakes during busy periods.
The real issue wasn’t lack of rules—it was the gap between simple keyword matching and true understanding of customer intent.
Enter the HARDEN Method: A New Approach to Automation
This project became our proving ground for the HARDEN Method—a 7-step framework we developed specifically to build automations that work reliably in messy, real-world conditions.
Unlike traditional automation approaches that focus on perfect scenarios, the HARDEN Method assumes things will go wrong and builds safety nets from day one.
What We Built: A Smart Ticket Assistant That Never Sleeps
Here’s what happens now when a customer support ticket arrives:
In under 9 seconds, our automation:
- Saves the ticket securely (nothing gets lost)
- Cleans up the message (removes those annoying email signatures and legal footers)
- Reads the subject and content to understand what the customer actually needs
- Puts the ticket in the right business category (like “Scheduling → Booking Request” or “Documentation → Missing Instructions”)
- Takes the appropriate action: routes it to the right team, marks simple notifications as solved, or flags complex issues for human review
The best part?
It only makes changes when it’s 100% confident.
When in doubt, it leaves a helpful note for the human agents and steps back.
But let’s break down exactly how this works behind the scenes.
The Technical Magic (Explained Simply)
Step 1: Clean Text Processing
Real customer emails are messy. They include:
- Email signatures with legal disclaimers
- Quoted conversation threads from previous emails
- Auto-generated footers from various email systems
- Multiple languages mixed together
Our text cleaner strips all this noise away, leaving just the customer’s actual message. This dramatically improves the accuracy of everything that follows.
Step 2: Intelligent Classification
We use a language model (think ChatGPT, but specialized for freight terminology) to read the cleaned message and classify it into specific business categories. But here’s the key difference from simple keyword matching:
The AI understands context and intent, not just words.
- “Booking confirmed” vs “Booking cancelled” both contain “booking” but mean very different things
- “Need shipping instructions urgently” vs “Thank you for the shipping instructions” require opposite responses
- “Container delayed due to weather” vs “Container delayed due to documentation” need different teams
Step 3: Safety-First Decision Making
This is where the HARDEN Method really shines. Instead of just taking the AI’s classification and running with it, we have multiple safety layers:
- Normalization: If the AI returns slightly different wording than our official categories, we snap it back to exact matches
- Confidence Checking: Classifications below a certain confidence threshold get flagged for human review
- Guardrails: Certain keywords (“urgent,” “complaint,” “legal”) automatically trigger human-only handling
- Audit Trail: Every decision gets logged with complete reasoning
Step 4: Rule-Based Action
Once we have a confident, normalized classification, our “catalogue as code” determines the action:
- Simple notifications → Auto-solve with appropriate tags
- Routine requests → Route to correct team with context
- Complex issues → Flag for human with detailed notes
- Unclear cases → Leave untouched but add helpful information
Real Examples That Show the Magic in Action
Let me show you exactly how this works with real ticket subjects and the nuanced decisions the system makes:
“Booking request received for two containers MSKU1234567 and MSKU7654321” → Automatically solved in seconds
Classification: “Scheduling → Booking Request / Request Received” System Logic: This is a confirmation notification, not a request for action Action: Mark as solved, add tags (auto_classified, type_scheduling, subtype_booking_received), create audit trail Internal Note: “Auto-solved by catalogue rule. Booking acknowledgment detected. No human action required.” Time Saved: 8 minutes (average time for agent to read, categorize, and resolve manually)
“Missing shipping instructions for bill of lading ABC123 – shipment departing tomorrow” → Instantly routed to Documentation team
Classification: “Documentation → Missing shipping instructions” System Logic: Urgent documentation request requiring specialist knowledge Action: Assign to documentation queue, set status to open, add urgency tags Internal Note: “Auto-routed by catalogue rule. Documentation specialist needed for BL#ABC123. Time-sensitive shipment.” Time Saved: 3 hours (avoiding wrong team assignment and re-routing)
“Port of discharge changed to Antwerp instead of Rotterdam – please confirm” → Held for human review
Classification: “Vessel update → Port of discharge update” System Logic: Requires comparison with planning system and potential cost implications Action: No automatic changes, add detailed note Internal Note: “Waiting for access to planning system to compare routing and update. Requires verification of cost implications and customer notification.” Safety Benefit: Prevents automatic approval of changes that could have significant cost or timing impacts
“URGENT: Container held at customs – need immediate assistance” → Left untouched for immediate human attention
Classification: “Subject contains ‘URGENT’ keyword” System Logic: Urgent matters require immediate human judgment Action: No changes, optional alert to supervisors Safety Benefit: Ensures critical issues get human attention within SLA timeframes
“Thank you for handling our shipment so professionally” → Auto-solved with positive feedback tags
Classification: “Customer service → Thank-you only” System Logic: Pure customer satisfaction feedback, no action required Action: Mark as solved, add customer_feedback tags for reporting Time Saved: 5 minutes + improves team morale by highlighting positive feedback
The HARDEN Method in Action: Step-by-Step Breakdown
This project was our first real-world test of the HARDEN Method. Here’s how each step played out:
Step 1: Discover – Understanding the Reality
We spent two weeks deep-diving into FreightFlow’s ticket ecosystem:
Baseline Metrics:
- Daily ticket volume
- Average first response time
- Time to resolution
- Percentage of tickets requiring multiple team handoffs
- Agent time spent on routing decisions
Pattern Analysis
Value Opportunity Identification
Pilot Selection
Step 2: Design – Building the Blueprint
Data Architecture: We designed two core tables:
- notice_catalog: Master list of all ticket types with handling rules
- tickets: Complete audit trail of every processed ticket
Safety Guardrails Built In:
- Idempotency: Prevent duplicate processing if Zendesk sends multiple webhooks
- Normalization: Force AI output to match exact catalog entries
- Confidence Thresholds: Require 85%+ confidence for automatic actions
- Keyword Blacklists: Never auto-process tickets containing “urgent,” “complaint,” “legal,” etc.
- Rollback Capability: Ability to reverse any automated action
Human Oversight Design: Every automated action includes:
- Clear internal notes explaining the reasoning
- Standardized tags for easy identification
- Complete audit trail for quality review
- Easy override mechanisms for agents
Step 3: Build – Connecting the Pieces
We used n8n (an open-source automation platform) to build the complete workflow:
Core Components:
- Zendesk Webhook Listener: Triggers on new tickets and updates
- Database Logger: Ensures every ticket is saved before processing
- Text Cleaner: Removes email signatures, quotes, and noise
- AI Classifier: Language model that understands freight terminology
- Output Normalizer: Forces AI responses to match catalog exactly
- Rule Engine: Determines actions based on classification and business rules
- Safety Checker: Final validation before any Zendesk updates
- Audit Logger: Records every decision and action taken
Integration Challenges Solved:
- Zendesk Rate Limits: Built queuing system to handle burst traffic
- AI Model Reliability: Fallback chains and confidence scoring
- Database Consistency: Transaction management for data integrity
- Error Handling: Graceful degradation when external services fail
Step 4: Break – Stress Testing Everything
Before letting real tickets through, we tried to break the system:
Bad Input Testing:
- Empty subjects and bodies
- Non-English languages
- Extremely long messages (10,000+ characters)
- Special characters and emojis
- Email attachments only (no text)
- Auto-reply loops
Edge Case Scenarios:
- Tickets that could match multiple categories
- Contradictory information in subject vs body
- Spam and phishing attempts
- System-generated notifications
- Forwarded email chains
Load Testing:
- 500 tickets in 60 seconds (simulated Black Friday)
- Sustained load of 50 tickets/minute for 2 hours
- Database connection limits
- AI model rate limits
Safety Testing:
- Tickets with “urgent” in different languages
- Complaints disguised as routine requests
- Legal notices mixed with normal content
- VIP customer communications
Results: We fixed 23 edge cases and strengthened 8 safety mechanisms before launch.
Step 5: Harden – Production-Ready Reliability
Monitoring Dashboard: We built real-time visibility into:
- Tickets processed vs failed
- Classification accuracy rates
- Average processing time
- Auto-resolution rates by category
- Error patterns and trends
Alert System: Automated notifications for:
- Classification accuracy dropping below 90%
- Processing failures increasing
- “Uncategorized” classifications above 15%
- Zendesk API errors
- Unusual traffic patterns
Backup and Recovery:
- Complete ticket replay capability from database logs
- Rule rollback system for bad deployments
- Manual override for emergency situations
- Daily backups of all configuration data
Performance Optimization:
- Response time averaging under 15 seconds
- 99.7% uptime target with fallback modes
- Efficient database indexing for fast lookups
- Caching for frequently accessed rules
Step 6: Launch – Gradual Rollout
Week 1: Shadow mode only
- System processed tickets but made no Zendesk changes
- Agents could see what the system would have done
- We fine-tuned rules based on agent feedback
Week 2: Pilot categories only
- Auto-processing enabled for three safest categories
- All other tickets remained manual
- Daily team check-ins to address any issues
Week 3: Expanded pilot
- Added two more categories based on confidence levels
- Increased auto-resolution rate to 35%
- Weekly rule refinement based on agent reviews
Week 4: Full pilot rollout
- All planned categories active
- 47% auto-processing rate achieved
- Agent training on new workflow complete
Training and Change Management:
- 2-hour training session for all agents
- Quick reference cards for new tags and processes
- Weekly feedback sessions for first month
- Clear escalation paths for edge cases
Step 7: Monitor – Continuous Improvement
Key Performance Indicators:
- Auto-processing rate
- First response time
- Misclassification rate
- Agent satisfaction
- Customer satisfaction
- Cost per ticket
Weekly Optimization Process:
- Review top 5 misclassified tickets
- Analyze new edge cases
- Update rules and catalog as needed
- Test changes in shadow mode
- Deploy updates during low-traffic periods
Continuous Learning:
- Monthly model retraining with new ticket data
- Quarterly rule review and optimization
- Bi-annual process evaluation and improvement
- Annual cost-benefit analysis and ROI calculation
The Broader Impact: Why This Matters Beyond Freight
Freight forwarding was just our testing ground, but the principles apply to any business drowning in repetitive communication:
E-commerce Support: Product returns, shipping inquiries, account questions
Software Companies: Bug reports, feature requests, billing questions
Healthcare: Appointment scheduling, insurance questions, prescription refills
Financial Services: Account inquiries, transaction disputes, application status
Real Estate: Property inquiries, appointment scheduling, document requests
The pattern is always the same: humans spending valuable time on routine decisions that could be automated safely, freeing them up for complex problem-solving and relationship building.
Ready to Transform Your Own Support Chaos?
Whether you’re drowning in customer support tickets, spending too much time on data entry, or manually routing leads to your sales team, there’s probably a way to automate the routine and free up your humans for the important stuff.
The HARDEN Method isn’t about replacing people—it’s about amplifying human intelligence by removing the noise and letting your team focus on what they do best.
Questions to Ask Yourself:
- What routine tasks eat up your team’s time every day?
- Which decisions follow predictable patterns but still require human judgment?
- Where do communication delays hurt your customer experience?
- What would your team accomplish if they had 50% more time for complex work?
The freight forwarding industry taught us that even complex, regulated, relationship-driven businesses can benefit tremendously from thoughtful automation. Your industry probably can too.
Ready to see what the HARDEN Method could do for your business?
Let’s start with understanding your biggest pain points and building a custom pilot program.
Want to see the complete technical implementation of this automation? Check out our portfolio section for the full breakdown, including code samples, architecture diagrams, and detailed configuration guides.
