Canvasly Technical Operations Strategy

Objective: Achieve churn prevention within 7 days of the Enterprise through the use of automated bridge between data and skill-based routing, with no changes needed in the core product engineering and sticking to the budget of $2,500/month.

1. Diagnosis: The Most Leverageable Problems

• The Cherry-Picking Problem: Having one manually-picked-up queue gives the ability to avoid difficult cases. Lower priority tickets have median FRT of 4 minutes. High priority Enterprise tickets have median FRT of 28 minutes and CSAT of 2.0.
• The Context Problem: Spending of 5-6 minutes looking for context on Zendesk, Salesforce, Admin Portal and Google Sheets. This leads to longer resolution times and angering the high ARR customers.
• After-hours Problem: 16% of volume arrives during non-working hours. Those tickets have CSAT of 2.2 which causes complete shutdown of organizations at night time.

2. Solution Architecture: Phase 1 (Week 1)

• Automated Data Bridge: Set up a serverless AWS Lambda function that gets triggered via Zendesk webhooks. Once a new ticket is opened, the Lambda function will use the readonly Salesforce and Admin APIs to get the customer’s ARR, Tier, and Seat Count and inject those values into Zendesk as tags.
• Skills-Based Routing (Native): De-activate the noisy Zapier automations. Using the newly injected tags, implement strict Zendesk routing rules which will force High-ARR Enterprise tickets to the front of the line.

3. Solution Architecture: Phase 2 (30 Day Plan)

• Shift Re-allocation: Shift a number of people from the 45 Agent team to a swing shift for covering any Enterprise SSO after hour emergencies.
• Knowledge Base (Centralized): Move the inconsistently updated Google Sheet policies into Zendesk Macros.

Interactive Prototype: The Unified Agent Workspace

Below is a live, interactive simulation of the Phase 1 architectural solution. It actively pulls the provided Canvasly dataset, forces strict automated prioritization to eliminate cherry-picking, and demonstrates the centralized data bridge.