How expondo went live with ticket automation in 5 days


With the right team and tech in place, expondo went live with ticket automation in 5 days. Today, they save 3 minutes per email ticket.

expondo's use case at a glance


The customer

expondo is a leading marketplace specialized in professional equipment for the service, construction, health and wellness industries


The market

expondo's support team operates in German and English

for Campo - 2 (the nicer one)

The support team

Of expondo's 400 employees, 90 are support agents


The use case

Saving time and improving efficiency


The solution

Email ticket tagging, auto-filling, and routing


The success

3 minutes saved per ticket


Day 1

  • After looking at several AI automation providers that are compatible with expondo’s CRM (Zendesk), Gerardo Di Sapio, process and tool administrator starts onboarding with Ultimate.

  • His Customer Success Manager from Ultimate, Frances, takes Gerardo through Automation 101.

  • They work on a clearly defined go-live agenda

Day 2

  • Gerardo runs Ultimate’s AI-powered Automation Explorer tool, revealing expondo’s most common requests based on their unique support data.

  • The top 10 will become intents that trigger automated conversation flows.
A headshot of Gerardo Di Sapio of expondo
"I use tags for a better workflow within the ticket system, including reporting and ticket assignments, and for a faster setup in Zendesk settings, like triggers or automations."

Gerardo Di Sapio
Process and Tool Administrator, expondo


Days 3, 4 & 5

  • Gerardo integrates Ultimate with Zendesk with just one click.

  • He's able to do that because we're a headless automation provider: Ultimate's virtual agent seamlessly sits within Zendesk, so there's no need to sync or manually import data.

  • He automates email triage for 10 popular intents, such as Where is My Order (WISMO) using labeling and tagging

  • expondo now saves 3 minutes per ticket thanks to ticket automation

What's next

  • After seeing a quick and easy win with ticketing, expondo is now looking at slowly unrolling Chat automation

  • They'd like to gradually expand to offer support in more languages

  • They'd love to implement an API integration to automate common intents end-to-end 

The best parts of our solution, according to expondo


Ease of use

A no-code platform with intuitive AI is easy and fast to set up



The AI can understand and respond to any language


Instant replies

The virtual agent immediately responds to all incoming requests


Native integration with Zendesk

Thanks to our one-click integration

"Gerardo and his Project Manager understood the immediate value AND the longer-term investment the VA could bring, so they put the effort where it was due to master the platform."

Frances Naguit
Customer Success Manager, Ultimate

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