FOR SUPPORT TEAMS
Deflect up to 70% of tickets before they reach your team
Kapa puts AI agents across your support workflow - in Zendesk, Salesforce, Intercom, or wherever you handle customer queries - so customers get accurate answers instantly and your team spends its time on the tickets that actually need a human.
how it works
Reduce response time to zero
Before support tickets reach your team, Kapa's agent answers instantly based on your documentation. If it helps, the customer is unblocked. If not, the ticket comes through to your support agents with the full conversation attached.
Connect your sources
Connect 30+ sources: help centers, GitHub code, wikis, PDFs, and SDKs.
MCP-ready
Ground your support agents in your documentation to deflect tickets.
Deflect tickets instantly
The agent answers at submission; the tickets it can't resolve reach your team.
Accurate answers for customers,
less work for your team
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Try Kapa with your technical content
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SOC 2 Type II & GDPR compliant
How much can Kapa actually reduce our ticket volume?
The Support Form Deflector intercepts a submission before a ticket is created and answers the customer's question instantly, so issues your documentation already covers never become tickets. On average customers deflect about 40% of tickets this way, and leading teams reach up to 70%. A request is only counted as deflected when Kapa's answer satisfies the user and they choose not to submit the ticket, so the rate reflects genuine resolutions rather than abandoned forms. You can see your live deflection rate in the aggregate statistics on the Kapa platform homepage. Because the deflector also surfaces the questions your docs do not yet answer, you can close coverage gaps over time and deflect even more.
Where does Kapa fit in our existing support workflow and tooling?
You do not need to replatform your support stack. The deflector drops into the support tools you already use, including Zendesk, Salesforce, Intercom, Pylon, and Front, as well as custom or off-the-shelf forms, public or behind a login. It works on any form that lives on a page where you can add a script, so it sits in front of your existing ticket flow rather than replacing it. When the agent cannot resolve a question, the ticket reaches your team as normal with the full conversation attached, so agents keep the context and do not start from scratch. For agent-side assistance, the Zendesk Agent suggests answers to your support reps directly in-app.
Should we use Kapa to fully automate answers or to assist our agents?
You can do both, and most teams use Kapa in both modes. The Support Form Deflector handles full automation at the point of submission, resolving repetitive and well-documented questions before they ever reach a human. For the tickets that still come through, the Zendesk Agent works as agent assist, suggesting grounded answers in-app so your reps can respond faster while staying in control. This lets your team automate the high-volume, low-complexity questions and reserve human time for the issues that genuinely need judgment. The deflector and agent assist draw on the same connected knowledge sources, so answers stay consistent across both.
How does Kapa keep answers accurate, and what happens when it cannot answer?
Every response is grounded in your connected sources rather than the model's open-ended knowledge, and answers include citations so customers and agents can verify where information came from. When the documentation is missing or conflicting, Kapa is designed to flag that uncertainty instead of inventing an answer. The deflector also includes validation checks, for example it will not attempt a response when the input is too brief to analyze reliably. If a customer is not helped, nothing is lost, since the ticket proceeds to your team with the full conversation attached. This approach reduces hallucination risk while making sure unresolved questions still reach a human quickly.
How does Kapa handle security and data privacy for our customer data?
Kapa is SOC 2 Type II certified and GDPR compliant, and maintains a public trust center for security documentation. A PII filter runs first on incoming data, before anything is persistently stored, redacting or removing sensitive fields so they are neither stored nor included in responses. Your data is not used to train the underlying models, and Kapa holds Data Processing Agreements and training opt-outs with the LLM providers it works with. Data persistence is configurable, and for the Zendesk Agent only the last user question from each ticket is retained for analytics. These controls let support leaders adopt automation without exposing customer data beyond what is necessary to answer the question.