An agent that reads the request, checks the account, makes the change and writes back, with every step on the record.
Maya Okafor
Customer since 2023
9:41
I was charged twice for order 77104. Can you refund one of them?
Kestrel took it from here
Run 48,213
Kestrel
Replied to Maya
Resolved in 6.5s
Hi Maya, you were right. Order 77104 was charged twice on March 3. I have refunded the second $49.00 to your card ending 4421, and it should reach you in three to five days.
Kestrel starts with the categories it has watched your team resolve the same way again and again. You choose which ones it takes.
Refunds And Credits31%
Finds the charge, checks it against your policy and returns the money to the original card.
Account Access22%
Verifies the customer, resets the password or the second factor, and confirms it worked.
Order Changes18%
Edits an address, swaps an item or cancels before the warehouse picks it.
Subscriptions12%
Pauses, downgrades or cancels a plan, and prorates the difference.
Bug Reports11%
Reproduces the steps, attaches the logs and files the issue with engineering.
Everything Else6%
Drafts a reply, tags the ticket and hands it to the right person on your team.
Every action has a rule. Kestrel does what the rule allows, asks a person for the rest, and never guesses at something it has not seen before.
Refund ruleEdited by Priya, two days ago
When a customer asks for a refund, Kestrel may return up to $200 to the original card without asking.
KestrelNeeds a decision
10:02
Refund $340.00 to Jonas Weber?
Connect a help desk and a billing system and Kestrel can finish most tickets. Each connection is scoped to the actions you allow.
152tools, twenty-four built in and the rest through the API
ZendeskHelp Desk
IntercomHelp Desk
Help ScoutHelp Desk
StripeBilling
PaddleBilling
PayPalBilling
ShopifyOrders
BigCommerceOrders
SlackTeam
LinearTeam
JiraTeam
NotionTeam
We stopped triaging refunds in March. Nobody has asked for that part of the day back.
Dana WhitfieldHead of Support, NorthgateTickets resolved without a person
71%
Median first response
3 minutes, down from 4 hours
Agents moved from the queue to onboarding
2
A resolution is a ticket Kestrel closed that stayed closed for seven days. Drafts, handoffs and reopened tickets cost nothing.
The first 200 resolutions are free on every plan.
$400
per month
1,000 resolutions included, then $0.40 each
$1,500
per month
5,000 resolutions included, then $0.30 each
Custom
annual contract
Volume pricing above 25,000 resolutions a month
What teams ask before they connect the first tool.
Most teams connect a help desk and a billing system in an afternoon. Kestrel then reads your last 90 days of resolved tickets and proposes the categories it can take.
It stops and asks. The ticket goes to a person with a draft reply and the steps Kestrel would have taken, so nothing is sent or changed on a guess.
It takes actions. Refunds, resets, order edits and plan changes all run through the tools you connect, inside the limits you set for each one.
No. Your tickets and account data are used only to resolve your tickets. They are never used to train a shared model, and you can delete run history at any time.
A resolution is a ticket Kestrel closed without a person that was not reopened within seven days. Drafts, handoffs and reopened tickets are not billed.
Yes. Each category has its own switch and its own limits, and a change takes effect on the next ticket.
What we shipped last, and what we have been writing about.
Latest release
Attachments are now part of the run. Kestrel writes down what each photo shows and checks it against what the customer said.
See Every ReleaseStart with refunds. Connect your help desk and billing, set a limit, and watch the first hundred runs before it works alone.