Easy Falcon
Intelligent Zendesk Support Assistant
Sector
Customer Support AI Agent
Services
AI Agent Development for Zendesk Support
Team Size
4
Engagement
Agile
Introduction
Easy Falcon is an AI-powered customer support assistant designed for teams using Zendesk. Traditional support operations are often slowed by repetitive tickets, long unstructured messages, and unclear requests, leading to backlogs and agent burnout. Easy Falcon solves this by embedding an AI Agent directly within Zendesk to automate ticket summarisation, highlight context, and streamline workflows.
ScaleupAlly partnered with Easy Falcon to take a low-code prototype into a production-ready solution, building a secure, scalable, and intuitive platform — complete with an analytics dashboard for managers — that empowers teams to deliver faster, more consistent, and higher-quality customer service.
Methodology and Solution
ScaleupAlly designed and delivered Easy Falcon’s AI Agent with an integrated management dashboard to enhance usability and visibility. The solution included:
- AI-Powered Ticket Summarisation – Converts long or unclear queries into concise, structured briefs for faster triage.
- Context-Aware Insights – Surfaces urgency, identifies recurring issues, and suggests next steps to support accurate responses.
- Zendesk-Native Integration – Installed directly from Zendesk Marketplace with secure login and seamless workflow adoption.
- Follow-Up Automation – Tracks pending tickets, prompts responses, and reduces unresolved cases.
- Analytics Dashboard – A dedicated portal for managers to view ticket volumes, response times, SLA compliance, and recurring issues.
- Plan & Usage Visibility – Clients can track how many tickets they’ve raised, when they were raised, and which plans they are on.
- Unified Experience – Combined automation inside Zendesk with a centralized dashboard, eliminating the need for external tools.
Results
- 70% Faster Ticket Triage: Agents processed tickets dramatically quicker thanks to instant summaries and prioritized insights.
- 25% Reduction in Backlogs: Automated follow-ups and reminders helped support teams resolve tickets faster.
- Higher First-Response Accuracy: With context-rich summaries, agents provided better initial answers, reducing repeat interactions.
- Improved Customer Experience: Faster, clearer communication increased customer satisfaction scores across pilot teams.
- Managerial Visibility: Analytics revealed patterns in recurring issues, helping managers allocate resources and design preventative measures.
- Scalability in Action: Built for modularity, Easy Falcon’s architecture now supports onboarding larger teams without performance issues.
Founded in
Aug 2023
Operational Efficiency
70%
Backlog Reduction
25%
Conclusion
Easy Falcon goes beyond automation by pairing AI-driven ticket management with a full analytics and planning dashboard. This dual approach empowers agents to save time, managers to gain actionable insights, and organisations to scale support without additional overhead.
With ScaleupAlly’s expertise in AI, secure integration, and user-centric design, Easy Falcon has evolved into a next-generation customer support solution that improves efficiency, transparency, and customer experience.
What our customers say
The ScaleupAlly team really helped us bring Easy Falcon to life. We had an early prototype, but they took it all the way to a production-ready AI Agent inside Zendesk. Our support agents now save time on every ticket, and the dashboard gives us a clear picture of what’s happening across the team. The best part is how seamlessly it fits into our workflow — no extra tools or training needed. ScaleupAlly felt more like a partner than just a development team.
