Fictional sample · mocked AI · nothing sends

Customer mail in. A draft waiting.

Desk is the CS inbox for Alder Supply: mail lands at support@aldersupply.com, Desk classifies it, matches the Shopify order, and writes a reply from what already worked. Sam Calder still sends. Notes steer a draft when the knowledge base hasn't seen the issue yet — and get rarer as protocols accumulate.

• E-commerce / DTC·WISMO, damage, refund — the inbox this sample plays
• Clinic / practice·Billing questions matched to the visit, not a macro
• SaaS / support·Tickets that already know the account
• Agency / CS·Client mail with the job attached

How a ticket moves

1. 01

   Mail hits the inbox

   Customer writes support@aldersupply.com.

2. 02

   Desk classifies + matches

   Intent, priority, order, tracking.

3. 03

   AI writes a draft

   From the thread, the order, and the knowledge base.

4. 04

   You steer, then send

   Notes rewrite the draft. You still approve.

5. 05

   Resolutions teach Desk

   What worked becomes protocol. Notes get rarer.