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Wikett handles the frontline, finds the root cause in your production data, pages the right team and keeps your customer updated until it's resolved.
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Email · northwind-tools.de · Growth plan
"Could you share two affected invoice numbers? And were customers charged in USD, or is it only shown that way on the invoice?"
ZD-20931 · tag: engineering-bound attached: INV-88213, INV-88240, charge records (EUR, correct)
invoice-service error rate 0.02% (baseline 0.02%) 0 monitors triggered since Mon 00:00
service:invoice-service @account.region:EU @invoice.currency:USD → 1,284 invoices since Mon 11:40 · 0 before
- billing_currency: "EUR" + currency_code: "EUR" invoice-service/render.ts:42 still reads account.billing_currency || "USD"
EU invoices show USD since Mon 11:40. accounts-api PR #3310 renamed billing_currency; invoice-service falls back to USD. 1,284 invoices, 214 accounts. Charges are correct. Evidence: Datadog query, PR #3310.
"Your customers were charged correctly in EUR. A change on Monday made invoices display USD. We're reissuing the affected invoices and will confirm once they're sent."
Works with the tools you already run
Technical tickets fall in between. They wait in a queue, get routed by guesswork, and engineers start the investigation from scratch.
Talks to your customer, but stops at docs and simple actions. Anything technical goes back to a human.
Investigates production, but only from internal alerts. It never talks to the customer who noticed first.
The same invoice bug as the example above, one step at a time.
Asks once for the invoice numbers and what customers were charged.
Chat · northwind-tools.de
Low confidence goes to a person
Confirms the charges are right, then files the engineering ticket.
Zendesk · ZD-20931
EU invoices in wrong currency
Read-only everywhere
Checks the monitors, then finds the change that switched invoices to USD.
EU invoices by currency, last 7 days
Error rate normal · 0 alertsEvery claim links to its query
Pages the owning on-call in PagerDuty or Slack with the evidence and customer impact.
#billing-oncall
WikettAPP
EU invoices show USD since Mon 11:40. accounts-api PR #3310 renamed billing_currency, and invoice-service falls back to USD. 1,284 invoices across 214 accounts. Charges are correct.
Datadog queryPR #3310
Owner found from CODEOWNERS and on-call
Sends the customer a plain-language resolution once a support lead approves it.
Reply in Zendesk thread · ZD-20931
Your customers were charged correctly in EUR. A change on Monday made invoices display USD. We're reissuing the affected invoices and will confirm once they're sent.
Root cause and ETA need human approval
Read-only everywhere. The only things Wikett writes are messages and tickets. In a later phase, Pro will also draft fix PRs that your team reviews and ships through your own CI/CD.
Products
For routine questions
Answers order, account, how-to and eligibility questions from your documents and systems, and applies your rules exactly.
For hard technical tickets
Works a ticket end to end, like a senior support engineer with read access to production.
A confident wrong answer to a customer is worse than no answer. Wikett is designed around that.
[One true sentence about why this team is credible.]
[One-liner]
Work directly with us to shape the product around your support queue. We set targets together and measure them on your own tickets.
Core answer accuracy on audited samples
First response in chat, under 5 min by email
Technical tickets where root cause is found
Faster median resolution on hard tickets
Targets are measured on each account's own tickets and reviewed monthly together.
Design-partner pricing is set together on a call, so it fits your ticket volume before you commit.
No. It uses read-only credentials for every source; the only things it writes are messages and tickets.
Zendesk, Intercom and HubSpot today, across email, website chat and WhatsApp.
PII and secrets are redacted before any model call, model providers are under zero-retention agreements, and every customer's data is isolated.
Low-confidence answers go to a person, and any reply that states a root cause or ETA needs a support lead's approval until your account passes its accuracy gate.
A weekly check-in and access to the tickets we measure against. In return you get direct access to the founders and pricing locked for 12 months.
Core takes days; Pro takes a few weeks, because it connects to your observability stack and code.
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