GOVERNED AI FOR SUPPORT. ONE TICKET TYPE AT A TIME.
Most AI decisions in support happen on the fly and never get written down. Copious fixes that one ticket type at a time: what AI handles, what your team keeps, and why. Plug in your queue to see the ticket types you already handle, ranked by volume. Each decision takes about ten minutes.
Independent by design. We take no money from AI vendors.
Free to start. No card. Three rulings before you pay anything.
IN PLAIN ENGLISH
A RULING
A short written decision for a single ticket type: what AI handles, why, and who signs off. Copious suggests. You file it.
THE CHECK
Your rules, checked against any prompt you paste in. See what passes, what changes and what stops before it goes anywhere.
THE RECORD
Every decision filed with its date, its owner, and the rules behind it. Proof you can show anyone who asks.
THE LEDGER
Every ticket type in your queue, ranked by volume, showing your active ruling or a blank spot where a call still needs to be made.
WHAT IT CONNECTS TO
Pick the platform your team already works in. By default Copious reads the structure of your queue. Ticket type names, volumes, how long things take, how many hands touch them. Ticket reading is a separate switch, off until an owner turns it on. You don't have to clean up tags, rebuild workflows, or change how anyone works first.
CONNECT ONE OF THESE
Ticket types, groups, tags, and channel source, without handoff station tracking.
Ticket types, teams, tags, channel, and how many teammates each conversation passed through.
Request types, components, labels, and how many hands touch each issue.
Conversation types, teams, tags, channel, and how many agents touched each conversation.
By CSV export for now: Zendesk stopped issuing API tokens. Ticket forms, tags, and assignee stations.
OPTIONAL · WHERE THE RECORD LIVES, AND WHO HEARS ABOUT IT
Notion
If your company already reads documents in Notion, Copious can write each filed ruling there. Leave it switched off and the record simply stays in Copious.
Slack
Posts to one channel when a ruling is filed or needs re-verifying, and when a read finishes. Only names, verdicts, dates and counts.
No connection ready? A CSV export of your queue does the same job.
THE PROBLEM
01 /
Vendor demos answer the easy ticket. They rarely show the refund edge case, the angry follow up, or the hours your agents will spend checking the output.
02 /
Most CX teams can name the AI tools they bought. Far fewer can show which ticket types they chose to keep with agents, or explain why.
03 /
Your AI policy lives in a document no agent opens. The customer message gets pasted into a chatbot anyway.
04 /
AI decisions get made on the ticket types someone remembers in a meeting. The rest of the queue, the part quietly eating your handle time, never gets looked at as a whole.
THE COPIOUS METHOD
Four steps. Copious maps your queue, you make the call, and we write the prompt and file the record. About ten minutes per ticket type once they're on the table.
01
FIND
Connect the queue you already use. Copious reads its structure, never the customer conversations, and returns the ticket types your team actually handles, ranked by volume. You confirm the ones it got right.
02
RULE
Describe one ticket type the way you would explain it to a new agent. Copious suggests one of four calls: hand it to AI, automate it a simpler way, fix the process first, or keep it with your people. You make the call, and it's filed under your name.
03
PROMPT
You get a working prompt, written for the model Copious named, with your rules already built into it. Ready to use on a Tuesday morning.
04
RECORD
Every decision is filed with its date, its owner, and the rules applied. Twenty ticket types in, that file answers most of the questions leadership will ask.
THE LEDGER
Once Copious maps your queue, you're not looking at a readiness score. You're looking at the decisions you haven't made yet, sorted by how many tickets each one carries. That's the page a CX leader takes into a leadership meeting.
REAL SUPPORT QUEUE. ANONYMIZED. RATIOS AND TIMINGS UNCHANGED.
TICKET TYPE · VOL/MO · RULING · SLA MISS
That leaves four ticket types with no ruling: 650 tickets a month, including two of the three worst SLA misses on the board. That's an agenda item. A CSAT score isn't.
WHAT STRUCTURE ALONE PREDICTS
The count comes straight out of the queue. From a Zendesk CSV export, it comes from the Assignee stations column Zendesk already keeps. Nobody has to set up new tracking, rebuild tags, or change how agents work. Copious never reads a single customer message to surface this. Only the handoff count, taken from 6,952 resolved tickets on one queue.
| Handoffs | Miss SLA | Median |
|---|---|---|
| 1 to 2 | 16% | 2 hrs |
| 3 | 54% | 25 hrs |
| 4 to 5 | 72% | 48 hrs |
| 6+ | 92% | 102 hrs |
When a ticket passes through six or more pairs of hands, it almost never hits the target. Copious finds the ticket types where that happens without reading a single customer message.
THE CHECK
Write down what your agents are and are not allowed to do with AI. Plain sentences, no policy language. Most CX teams start with three or four. From then on, any prompt can go through the Check before it goes anywhere, measured against those rules.
RULES A CX TEAM MIGHT WRITE
Your rules, in your words. Copious does not write them for you.
WHAT SOMEONE ON YOUR TEAM TYPED
Draft the customer reply and send it.
WHAT WENT OUT
Draft the customer reply for review. Do not send.
Your rule: anything a customer sees gets reviewed by a person. The send step was removed.
CLEAR
Matches your rules and goes straight through without slowing your agent down.
ADJUSTED
Copious edits the prompt to fit your rule and shows you exactly what changed. This is the common one.
HELD
Rare. Flags the exact rule it hit and the date you set it. Your team can still override the hold when a ticket calls for it, and every override goes on the record.
Copious reads the prompt your team is about to send and the shape of the work in your queue. Tickets only if an owner turns ticket reading on. Your records stay yours.
WHAT WE LIVE BY
You're accountable for what AI does with your customers. We hold our own AI to the same bar: see as little as it can, write down everything it does, and show you the receipt. The same on every plan.
01 /
A strict field allowlist protects your data from the moment you connect. Intake never reads ticket bodies, customer messages, or personal details. It is hardcoded, not a setting that can be switched off. Ticket reading is a separate switch an owner turns on, and ticket text is never stored.
02 /
The prompt your team is about to send, so your rules can act on it before it leaves. It is filed with its outcome, so every CLEAR, ADJUSTED, and HELD can be shown later.
03 /
By default the Check runs your rules in code, not through an AI model. Owners can turn on meaning reads for rules that need judgment. Then the prompt goes to Gemini Flash, with customer details replaced by labels first. You copy the result into the AI tool your company already uses.
04 /
Anyone can override a HELD prompt. The override is logged with its date and the rule it overrode. Nothing is quietly waved through.
TICKET READING · OFF BY DEFAULT
FIT CHECK
A GOOD FIT IF
PROBABLY NOT YET IF
SCOPE
Copious is deliberately narrow. It is good at one thing, and being clear about the edges is part of being useful.
WHAT IT DOES
WHAT IT LEAVES ALONE
Pick one your team handles every week. Copious suggests whether AI belongs in it, shows you why, and writes what to say to it. You make the call. About ten minutes. Then you have the first page of your record.
INDEPENDENT BY DESIGN. NO AFFILIATE FEES, NO PAID PLACEMENT.