Piece 1 of 8
San Francisco Marathon: Zendesk AI Agents for Race Season Questions
Race season sends the same questions to the support team again and again. For The San Francisco Marathon we set up Zendesk natively first, with triggers, views and macros, then put help center recommendations and Zendesk AI agents in front of the queue. A runner's repeat question gets an article or an AI answer, and anything that needs judgment goes to a person. Scope shown as the path a question takes; no figures are published.
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StraighterLine: Phone and Tickets in One Zendesk Workspace
For StraighterLine, the phone line ran on RingCentral while tickets lived elsewhere, so one student could become two conversations. We set up Zendesk Support natively, built a help center with a Zendesk AI agent on top, and moved the phone line into Zendesk Talk. We still run their Zendesk admin today.
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Intercom Fin Build: One Gate, Two Fin Roles for Customers and Leads
One question at the door decides where a conversation goes. A reusable new or existing gate sends customers to Fin for Service, grounded in approved content with a handoff rule, and sends leads to Fin for Sales, where a Playbook qualifies them and collects what sales needs. Guidance stops Fin promising a live agent. Every path ends in a person or a clear next step. Our Intercom and Gorgias track record: conversations resolved by AI from launch, with more resolved by AI as we tune. Not a guarantee.
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Gorgias AI Agent: Shopify Order Questions Answered Before a Person
Where is my order, can I return this, when does it ship: questions that should never wait in a human inbox. We mapped each one to what answers it in Gorgias, from Shopify order data read by AI Agent to rules and macros built on the store's policy, and to the moment a person steps in. Shopify order actions run in one click. A third party app only goes in when Gorgias cannot do the job.
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Smart Instinct Proof: Credentials, Builds and 23+ Platforms
Four pages of proof. Smart Instinct has been open since 2020 and brings 25+ years of combined team experience across 23+ platforms. Eight vendor partner credentials, including Zendesk Advanced Partner and Gorgias Managed Services Partner. Six short problem, built, result summaries, and a logo grid of every platform we implement.
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Zendesk Implementation: Routing Your Team Works With, Not Around
How a Zendesk build flows: every channel your customers use comes in, triggers, automations, skills based routing and SLAs sort it, and Zendesk AI agents resolve the easy questions while macros and views hand the rest to the right person. Four steps: map on paper, configure native Zendesk before any app, go live watching real tickets, and move history in as a separately scoped migration. Six years a Zendesk partner.
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Gorgias Implementation: Support That Runs on Rules
A Gorgias Managed Services Partner setup for Shopify brands. Email, chat, social and SMS land in one queue, with views split by ticket reason. Shopify order status and actions sit inside the ticket. Reporting shows which tickets AI Agent closed and which it handed to the team. AI Agent guidance is written before launch, and anything outside it goes to a person with the order attached.
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Intercom Implementation: Fin That Knows What Never to Say
An Intercom Solution Partner setup built around boundaries. Fin answers customers from approved content, qualifies leads with a Playbook and routes to a person with context attached. Fin does not promise a live agent who is not there, make up policy or leave anyone at a dead end. The work runs in four steps: listen to who writes in, split them with a gate, guard with guidance and handoff rules, then tune on real conversations.
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