Why Terrier starts out answering nobody

When Terrier joins a support team, it doesn’t reply to anyone at first. We call this review mode. Terrier looks into every new ticket and leaves a note for your team: what it checked, what it found, and who it thinks should fix it. Customers never see these notes.

We run it this way because trust has to be earned on your tickets, not on ours.

What your team sees

Each note is written the way a good colleague would hand over a ticket. It says what’s wrong, what isn’t, and what should happen next. Your team reads the notes alongside their normal work and marks each one right or wrong.

Within a few weeks you know how Terrier handles the tickets you actually get. You don’t have to rely on a demo.

What you decide

Some kinds of tickets will be clear wins, often the ones your team answers the same way every time. Those are the ones you let Terrier answer, and only those. Everything else keeps coming to your team, now with the investigation already done.

You can change your mind at any point. Turning replies off puts Terrier back in review mode.