How Powerplay Pro Automated Customer Support and Freshdesk Ticket Management with Vatel's AI Voice Agent
By integrating Vatel's AI voice agent with Freshdesk and Asterisk, Powerplay Pro now automates the handling of 30 support calls per day. With no staff intervention, the AI identifies customers, qualifies requests, automatically creates and updates 8 tickets per day in Freshdesk, and instantly sends the necessary follow-ups. This 24/7 operational solution eliminated manual administrative work, allowing teams to focus exclusively on cleaning operations in the field.
100% of routine volume (~30 calls/day)
~8 tickets auto-logged per day in Freshdesk
Full 24/7 availability
Powerplay Pro
Powerplay Pro is a residential and commercial pressure-washing company based in Montreal, Quebec, handling a high volume of field service requests.
Managing a Service-Call Flow Without a Structured Process
With about thirty inbound calls per day, Powerplay Pro faced growing administrative overload that hurt operational efficiency. Without an automated reception system or a standardized process, customer-support handling had several critical limits:
- No real-time tickets: support and service requests were handled verbally on the phone then logged later from memory, or not at all. Regular customers therefore had no documented history to refer to.
- Manual follow-up overload: sending appointment confirmations, service-status updates, and troubleshooting instructions was done entirely by hand by staff, which slowed field teams.
- Lost context at intake: on an inbound call, staff had no way to know whether the customer already had an open service ticket, forcing the caller to re-explain their situation every time.
End-To-End Telephony and Customer-Support Integration
To resolve these operational frictions, Vatel deployed a complete software solution linking the company's IP telephony (Asterisk PBX system) to its customer-support platform (Freshdesk). Rollout ran smoothly on a 6-week engagement calendar:
- 01Week 1
Discovery
Precise mapping of support call flows, creation of a thematic catalog of frequent incidents, and a technical review of Freshdesk APIs.
- 02Weeks 2 and 3
Development
Conversation-scenario design for the AI voice agent, Freshdesk integration programming, and development of the automatic email and SMS sending module.
- 03Week 4
PBX Integration
Asterisk call-routing configuration, programming of the voice agent's processing logic, and setup of fallback paths.
- 04Weeks 5 and 6
Testing & Deployment
Rigorous full-process validation, flow-accuracy testing, and official production launch of the support voice agent.
Full Automation of Support Processes
Vatel's voice agent now handles all first-level assistance calls autonomously.
| Key indicators | Before Vatel | After Vatel's AI voice agent |
|---|---|---|
| Support Calls Handled by the AI Voice Agent | 0% (constant administrative overload) | 100% of routine volume (~30 calls/day) |
| Ticket Logging | Manual, delayed, or missing | ~8 tickets auto-logged per day in Freshdesk |
| Hours of Coverage | Limited to business hours | Full 24/7 availability |
| Follow-Ups and Confirmations | Time-consuming manual sends | 0 manual messages sent by staff |
A Personalized, Interconnected Customer Experience
As soon as a customer calls Powerplay Pro, Vatel's AI voice agent identifies them through their phone number (Caller ID) and instantly queries Freshdesk to check whether they have an open ticket or an active record. This integration keeps the customer from having to re-explain their case on every call. The AI qualifies the nature of the pressure-washing request and documents the exchange precisely, directly in the Freshdesk ticket. In addition, all follow-up messages — whether cleaning-appointment confirmations or prep instructions — are sent automatically by SMS and email according to the call's conclusions, fully freeing office staff.
Maximized Efficiency in the Field
By delegating its initial phone support to Vatel, Powerplay Pro transformed its operational management. The company gains operational responsiveness and ensures full traceability of every service request without adding administrative load to its teams, who can devote themselves entirely to completing cleaning jobs in Montreal.
More customer stories
See all cases
FAQ
Another question? sales@vatel.ai
The agent is connected to Freshdesk. During the call, it finds the customer's open ticket or creates a new one, then documents the request. It creates about 8 tickets a day. The team finds every request already described, with no voicemail to replay or callback for details.
The agent recognizes the customer by phone number and pulls up their history in Freshdesk. It already knows whether the customer has an open request. Customers don't have to repeat their story, and the call gets straight to the point.
The agent documents the request in the ticket and passes it to the team for follow-up. After hours, it takes the call the same way, and the team picks up the file as soon as they're back. No customer ends up in a voicemail that goes nowhere.
After the call, the agent sends the follow-ups by text and email itself. Customers know where their request stands, and the team no longer sends any follow-up message by hand. Powerplay Pro handles about 30 support calls a day this way.