Zendesk with Alopex DB

What the service does

Zendesk receives and resolves customer inquiries. Inquiries are managed as tickets, and answers come from knowledge base articles. The data is tickets, customers, conversations and articles.

Where the data lives

• SQL tables: tickets, customers, agents and conversations live in tables.
• Full-text search: a full-text index on articles and conversations finds product names and error messages.
• Vectors: embeddings of articles and past answers in a vector column find answers close to a new inquiry.
• Columnar tables: ticket records also go in a columnar table to aggregate time to resolution.

Computing embeddings and composing replies are app code.

Deployment

Alopex DB runs as a server that answers the agent workspace and the help center over HTTP and gRPC.

Why Alopex DB fits

Support answers live in past tickets and the knowledge base. Alopex DB keeps tickets, articles and semantic search in one database, and finds answers close to a new inquiry with the same SQL.

Alopex DB keeps tickets, articles and semantic search in one database. Prototype a support desk where answers turn up fast; the quickstart is the first step.

Links

• Alopex DB features: SQL, Vector search, Embedded and server
• Zendesk Knowledge
• Build with Alopex DB