A Claude sidekick for the support desk
When a ticket lands in your lap, Scout has already scouted ahead — read the customer's history, pulled the auction, sale and refund state from our systems, and worked out what's likely wrong. You make the call. It does the legwork.
The problem
Before an agent can help anyone, they're hopping between Zendesk, the admin panel, and half a dozen internal lookups just to understand what happened. Scout collapses that.
How it works
A tight loop with you in the middle. Claude never acts on its own judgement — it hands you the picture and waits for your call.
A ticket is assigned or a customer replies. Claude reads the live ticket and pulls everything relevant from our systems.
→You get who the customer is, what they're asking about, what our systems actually say, and the likely cause.
→You pick an action from the menu — or tell it what to do in your own words. The decision is always yours.
→Claude sends the reply, applies the change, or — where there's no safe automated path — flags exactly what needs doing.
You set the pace
The biggest worry with anything automated is that it'll bury the team. Scout can't. There's a human at the keyboard the whole time, and one word puts it on hold.
Tickets keep queuing safely while you're paused — nothing is lost, nothing bounces to a customer. You come back and pick up exactly where you left off. It surfaces one ticket at a time, at your speed, never a flood.
/scout-pauseStop pulling new tickets — finish what's in hand. Toilet break, lunch, heads-down./scout-resumeStart pulling again when you're ready./scout-skipNot for you? Release the ticket back to the queue for someone else./scout-stopEnd the session entirely. Clock off./scout-statusWhat's in hand, are you paused or running, how deep is the queue.Why it's worth it
Minutes of context-gathering per ticket disappear. You open a ticket to a full picture, not a blank page.
Claude presents and recommends; the human makes every call. No action happens without your explicit go-ahead.
Refunds and credits are never fired automatically. Where there's no safe path, it flags precisely what needs doing.
Customers already mid-conversation are worked first. Fresh tickets wait behind the people who've been waiting longer.
New abilities — a refund tool, a credit tool — slot in and light up automatically. No rewrite when the toolkit expands.
It combines Zendesk, our production systems and rail data behind a single conversation. No tab-juggling.
Trust is built in, not bolted on. Every action is logged, gated, and impossible to run away with.
Every action — taken or flagged — is written back to the ticket as an internal note, tied to the human who approved it.
Its own notes and replies are ignored by the pipeline by design, so it can never re-trigger itself into a spiral.
Refunds and booking actions require an explicit confirmation of the exact amount, plus an idempotency check so nothing fires twice.
Where it is today
Straight with you on status — no overclaiming.
Tickets reach a live session with zero wasted cost while idle — the core "does this even work" risk was proven before anything else was built.
Waiting customers are drained before fresh tickets, each routed to the right agent — tested end to end.
Signed, replay-protected ingestion; the agent's own actions can't re-enter the pipeline.
The interactive flow, the action toolkit, and the pause/resume/skip/stop controls, built on the proven foundation.