A ticket comes into Zoho Desk, the assistant searches your manuals and policies, writes a draft that cites its sources, and your agent sends it with one click. Below: a working sample for a fictional brand, Stackform Fitness, with ten real-world product questions.
One knowledge source feeds both the support assistant and the VA handbook, so new assistants learn the same answers the AI gives. Nothing goes to a customer without a person approving it.
A Zoho-Desk-style mock. Pick a ticket, read the draft, open the sources, then approve, edit or escalate. The last ticket is a guard test: no good match, so no draft.
Retrieval is real (BM25 keyword search over the fictional knowledge base, scores shown). The draft text is the LLM step, which runs on your own API key in production; here it was written in advance to show the exact output, and every citation is checked against the retrieved sources in the test log.
Typical questions for a modular, customizable product line: compatibility, dimensions, capacity, expansion, shipping, returns, parts and warranty. Every answer points to the exact section it came from.
“I have a rack with 2x3 uprights and 5/8" holes from another brand. Will your cable tower attach to it, or do I need something extra?”
Yes, with one extra part. Our modules are built for 3x3 uprights, and for 2x3 uprights with 5/8" holes you need the adapter kit SF-AK23 [COMPAT §1]. The cable tower then mounts to the rear uprights and needs about 26" of free space behind the rack [COMPAT §3].
“My garage ceiling is 98 inches. Is that enough for the SF-R90, and can I still do pull-ups?”
98" works for the SF-R90: the rack is 90" tall and we recommend at least 96" of ceiling height [MAN-R90 §2.1]. Strict pull-ups are fine; for kipping pull-ups we recommend 102", so keep those controlled [MAN-R90 §2.1].
“I already have one plate storage module. Can I add a second one later and what hardware do I need?”
Yes, you can expand any time. A second plate storage module needs the crossmember kit SF-CM49 for the extra depth; all hardware is 5/8". Tighten hand-tight plus a quarter turn and re-check after the first week [MOD §2].
“What is the weight rating of the safety straps and J-cups? I squat around 500 lb.”
The safety straps are rated 1,000 lb static and the J-cups 1,000 lb per pair, the frame is rated 1,000 lb [MAN-R90 §5.2], so a 500 lb squat is within spec. Please do not drop a loaded bar onto the J-cups from above [MAN-R90 §5.2].
“Is the hole spacing tighter in the bench press area? I need precise J-cup height.”
Yes. The uprights use Westside 1" spacing between 15" and 42", which covers the bench and press zone; elsewhere spacing is 2" on center [MAN-R90 §2.4].
“Do you ship racks to Honolulu and how long does it take?”
Yes, we ship to Hawaii by freight. For Alaska, Hawaii and Canada we email you a freight quote before your order is charged, so you see the final cost first [SHIP §1]. Our team will confirm the delivery time with the quote.
“I started assembling the rack and realized it is too deep for my room. Can I still return it?”
I am sorry it does not fit. Unused items can be returned within 30 days in original packaging, but assembled frames cannot be returned unless defective [RET §1]. A team member will look at what you have assembled so far and get back to you with the options.
“Box 3 arrived without the hardware pack. How do I get the missing bolts?”
Sorry about that, we will send the missing hardware free of charge. Please reply with your order number and a photo of the box 3 label; replacement packs ship within 2 business days by ground [PARTS §1].
“The top pulley on my cable tower squeaks. Is that covered?”
Yes, cables and pulleys have a 2-year warranty. Most squeaks go away after cleaning the pulley and applying a dry PTFE lubricant; if the bearing is worn, we send a new pulley [WAR §1]. If cleaning does not help, reply with a short video of the noise and we will check it under warranty [WAR §1].
“I have 3/4" rubber stall mats on concrete. Do I have to anchor the rack?”
Not if you build the 4-post rack with the stabilizer feet kit SF-SF4. If you use band pegs or a kipping bar, anchor to the concrete; through 3/4" rubber mats use the long anchor set SF-AL8 [MAN-R90 §6.1].
Run 2026-10-26 01:15 · 11 tickets · 10 drafted for approval · 1 escalated · citations checked: every cited section was among the retrieved sources · threshold: top score ≥ 6.0.
| Ticket | Subject | Top score | Retrieved | Cited | Route | Citations |
|---|---|---|---|---|---|---|
| T-1041 | Will the cable tower fit my rack? | 11.45 | COMPAT §3, COMPAT §1, MAN-R90 §2.1 | COMPAT §1, COMPAT §3 | Draft → agent approval | ✓ |
| T-1042 | Ceiling height for the 90" rack | 15.52 | MAN-R90 §2.1, FAQ §4, MAN-R90 §6.1 | MAN-R90 §2.1 | Draft → agent approval | ✓ |
| T-1043 | Adding a second plate storage | 16.24 | MOD §2, FAQ §4, COMPAT §3 | MOD §2 | Draft → agent approval | ✓ |
| T-1044 | Safety strap capacity | 20.11 | MAN-R90 §5.2, COMPAT §3 | MAN-R90 §5.2 | Draft → agent approval | ✓ |
| T-1045 | Hole spacing for bench press | 21.37 | MAN-R90 §2.4, COMPAT §1, MAN-R90 §2.1 | MAN-R90 §2.4 | Draft → agent approval | ✓ |
| T-1046 | Shipping to Hawaii | 8.52 | SHIP §1, MAN-R90 §6.1, PARTS §1 | SHIP §1 | Draft → agent approval | ✓ |
| T-1047 | Return after partial assembly | 10.19 | RET §1, MAN-R90 §2.1, MOD §2 | RET §1 | Draft → agent approval | ✓ |
| T-1048 | Missing bolts in box 3 | 15.71 | PARTS §1, MOD §2, SHIP §1 | PARTS §1 | Draft → agent approval | ✓ |
| T-1049 | Squeaky pulley after 8 months | 9.54 | WAR §1, COMPAT §3, FAQ §4 | WAR §1 | Draft → agent approval | ✓ |
| T-1050 | Do I need to bolt the rack down? | 9.05 | MAN-R90 §6.1, MOD §2, MAN-R90 §5.2 | MAN-R90 §6.1 | Draft → agent approval | ✓ |
| T-1051 (guard test) | Bulk order financing for my gym | 4.51 | SHIP §1, WAR §3, PARTS §1 | – | Escalated (no draft) | ✓ |
Approvals in this session: none yet. Approve a draft in the desk above and it shows up here.
45 minutes on how tickets come in today, the ten most common questions and who approves what. You share Zoho Desk admin access and your manuals, product pages and policies.
Knowledge base from your documents, the drafting assistant inside Zoho Desk, the escalation rule. Tested against 50 of your past tickets, with a log like the one above.
Your team uses it on live tickets for a few days with drafts only. Then handover: short video guide, VA onboarding handbook from the same knowledge, and how to update a document.
Knowledge base from your manuals and policies, AI drafts with sources inside Zoho Desk, one-click agent approval, escalation path, test log on your past tickets, VA onboarding handbook, handover video. Delivery in about two weeks.
The assistant runs on your own LLM API key and your Zoho plan, so you see and control every cost. Typical LLM usage for a few hundred tickets a month is a small monthly amount.
Phase 1 only: the knowledge base, the drafting assistant in Zoho Desk with sources and approval, the escalation rule, testing on your past tickets and the VA handbook. Everything is written down in the milestone before work starts, and that is what gets delivered.
I build on Zoho Desk unless the process call shows a clear reason not to. If I recommend a change, you get it in writing with the cost before anything changes.
30 days after handover: bug fixes and threshold tuning are included. I work Central European business hours, which overlaps with your US morning for calls.
Inventory forecasting, website changes, new integrations beyond Zoho Desk, writing missing product documentation from scratch, LLM API and Zoho licence costs, and ongoing maintenance after the 30 days. Forecasting and website work can follow as separate milestones once this one runs.
No. In phase 1 every draft waits for an agent. Auto-send for specific, low-risk ticket types can be switched on later, once the log shows it is safe.