Draft help-centre-cited support replies and propose refunds that a person must approve
An open-source support workbench classifies tickets into three tiers, drafts replies that cite help-centre articles, reads billing data in read-only test mode, and only proposes refunds that need a named approver.
Evidence: The source shows its work: steps, screenshots, code or data you can inspect.
The business problem
A small team wants faster first replies without an AI sending messages or moving money on its own.
What was tried
Each ticket is classified as a how-to, a billing or account issue, or a bug, with a topic and urgency. Bugs get an engineering handoff note and a holding reply. Billing tickets look up customer, subscription, invoice and refund data in a read-only payment test mode. How-to tickets get a draft that cites help-centre articles, or are escalated with 'no source' when the articles do not answer. Refunds and cancellations are only proposals, run with a confirm flag and an approver name, and a weekly voice-of-customer summary is generated.
What was reported (mixed)
On the author's test tickets, 20 of 20 replies cited the expected article in two 30-ticket runs and 6 of 6 on a small held-out set, with no money moved without approval. Only 12 of 20 replies could be sent as written in the first run, as judged by the AI that built the tool.
Limitations
All tickets, articles and answer keys were written by the same author so they are cleaner than real tickets, each run was done once, and the held-out set is small and written after seeing earlier failures. It has not been tried on real tickets, and the approval flag is an acknowledgement, not authentication. The human review time was not measured. It is MIT-licensed.
What you need
Python 3.12, a Claude command-line login or API key, and a payment provider test-mode key.
Sources
- GitHub (ASandhu-92/support-workbench) ↗ Code repository, publication date unknown
Source published: unknown. Last reviewed here: October 11, 2026. Spot a mistake? Tell us.
Tools in this workflow
- Claude: Drafts repliesTry Claude
- Stripe: Read-only billing lookups in test modeTry Stripe
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