IPSY doubles ticket alerts and scales customer empathy with Zapier automation
IPSY needed an immediate way to flag allergy-related support tickets to avoid delayed responses and potential harm, and lacked a method to escalate urgent weekend issues without requiring staff to be online 24/7.
IPSY now surfaces 20–30 allergy-related tickets per day, doubled proactive alerts, misses zero Reddit issues, and can deliver AI-drafted empathetic emergency responses over weekends without staff being continuously online.
Frequently asked questions
What did this team achieve with this AI workflow?
IPSY now surfaces 20–30 allergy-related tickets per day, doubled proactive alerts, misses zero Reddit issues, and can deliver AI-drafted empathetic emergency responses over weekends without staff being continuously on…
What tools did this team use?
Zapier, Zendesk, Google Sheet, Google Form.
What results were reported?
Proactive alerts increase: 100%; Reddit issues missed: 0; AI-generated drafts per emergency: 1; Allergy tickets surfaced per day: 20–30 tickets per day (source-reported, not independently verified).
How is this customer support AI workflow structured?
Daily Zendesk keyword scan → Google Sheet update → Team alert for allergy tickets → Weekend emergency form trigger → High-priority filter → SMS and email alert → AI draft response.