800 emails a week sorted before anyone opens one
Joel is the email triage app we built for our own support desk. It sorts everything that lands in a support inbox, surfaces the few alerts that need action, and drafts replies to real customer emails for a person to review and send.
A support inbox collects everything
A support address that has been around for years attracts all of it: spam, newsletters, receipts, monitoring alerts, and somewhere in the pile, actual customers. Ours gets more than 800 emails a week, and most of them aren’t customer issues. But not everything that isn’t from a customer is garbage. A receipt needs filing, an alert might need action, and a customer question needs an answer. Each kind has to be handled differently.
Sorting first, then help with the replies
Rule-based sorting
Joel reads every message in the Google mailbox and sorts it with rules: newsletters, security notices, bounces and spam go out of the way, and customer email goes to the right team. This is deterministic sorting that software does: no AI involved, so it’s fast, reliable and doesn’t burn tokens.
Alerts that matter
Most system alerts report a healthy system and can be ignored. AI reads them and surfaces the 1% that need someone to act.
Suggested replies
For real customer email, Joel drafts a response from our knowledge base and past replies. A support person reviews it, edits, and sends.
Freshdesk tickets
Customer issues become tickets in Freshdesk, already categorized and routed.
A review queue that teaches itself
When Joel isn’t sure, the message goes to a review queue with the AI’s suggestion and its reasoning. Accept it, reclassify it, or promote it to a permanent rule.
Three weeks, and a week of email as the starting point
Joel took three weeks to build. Without AI-accelerated development we wouldn’t have built it at all: it would have been several months of tedious work. AI wrote much of the code, and it also read a full week of our email and drafted the first rule set from it.
Half the support time, 26% faster replies
Joel sorts and acts on every email that reaches the inbox. Support time dropped by more than 50%, and our time to respond improved by 26%.
Built for us, ready for any support desk
If your team answers customer email, Joel can do the same sorting for you. Let's talk.
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