Customer Support

Every reply backed by what your systems actually say

Support rarely needs a cleverer reply. It needs the facts: was the charge refunded, did the webhook fire, is this the known bug or a new one? Kentron checks the billing system, the logs, and the tracker, then drafts the reply with the evidence attached.

What this replaces

Escalating to engineering to ask a question the logs already answered.

Book DemoSee the receipt
Marcus Lee9:24 AM

@Receipt a customer on ticket #40912 says they were charged twice in March. Check before I escalate.

ReceiptApp9:25 AM

Confirmed. Two Stripe charges landed four seconds apart, a retry after a gateway timeout with no idempotency key. I queued a $118.00 refund for the second charge and drafted your reply in Zendesk. Both wait for your approval.

Receiptrcp_2f70

Three jobs Customer Support stops doing by hand

Each one is a single run across the systems you already use, with a policy gate before anything changes and a receipt for every call.

  1. 01

    Verify the billing complaint before you believe it

    You ask

    @Receipt did this customer actually get charged twice, and if so, why?

    • Zendesk
    • Stripe
    • HubSpot

    What Kentron does

    1. Matches the ticket email to the Stripe customer and pulls their charge history
    2. Works out whether the duplicate was a retry, overlapping subscriptions, or a real second purchase
    3. Drafts a reply that walks through the customer's own timeline, in your tone
    4. Queues the refund, which waits for a person to approve it before any money moves

    What it leaves behind

    The raw Stripe charge objects are attached, so a disputed refund can be rebuilt months later without opening Stripe.

  2. 02

    Tell a new bug from a known one

    You ask

    @Receipt is this the same crash we already have a ticket for?

    • Zendesk
    • Sentry
    • Linear

    What Kentron does

    1. Pulls the error signature from the customer's screenshot or pasted log
    2. Searches Sentry for a matching fingerprint and Linear for an existing issue
    3. Links the ticket to the issue and subscribes the customer to updates on the fix
    4. Opens a new issue with reproduction steps only when nothing matches

    What it leaves behind

    The search it ran and the candidates it rejected are both recorded, so a duplicate filed anyway is something you can audit, not argue about.

  3. 03

    Turn the week's tickets into a product signal

    You ask

    @Receipt what did customers complain about most this week that we have no issue for?

    • Zendesk
    • HubSpot
    • Linear
    • Notion
    • Slack

    What Kentron does

    1. Groups closed tickets by underlying cause, not by the tag an agent picked
    2. Drops any group that already maps to a tracked issue
    3. Ranks the rest by affected revenue from the CRM, not by ticket count
    4. Publishes the digest to Notion and posts the top three to the product channel

    What it leaves behind

    Every ticket behind a group is listed, so a claim like customers keep asking for X comes with a row count behind it.

For Support, the proof is in the reply

Kentron attaches the records behind every answer, so an agent can check a claim in one click and a manager can rebuild a refund decision months later.

  • Every reply cites the system of record it came from
  • Nothing reaches a customer until a person has reviewed the draft
  • Every refund waits on a named approver, recorded in the receipt

Receipt

Ticket #40912, double charge

rcp_2f70

  1. Read: Zendesk

    2c9e…a715

    Read ticket #40912 and the customer's email

  2. Read: Stripe

    f14b…08d3

    Read the customer's charge history for March

  3. Held for approval: Stripe

    6a30…be92

    Refund of $118.00 held for approval

  4. Wrote: Zendesk

    d87c…4e16

    Saved the reply as a draft for review

4 calls, chain verified

The tools Customer Support usually connects

Any tool you use can be connected. These are where this team tends to start.

  • Zendesk
  • Stripe
  • HubSpot
  • Linear
  • Sentry
  • Intercom
  • Notion
  • Slack

Use cases for other teams

Put Kentron on the Customer Support backlog

Connect one system, then read the receipts it writes before you connect the next.

Book Demo