Sendrel

Your agent needs an answer from someone who does not work in your help desk. A supplier, a warehouse, a customs broker. Today they copy the ticket into their own email, and the answer arrives in one person's inbox where nobody else can see it. The ticket goes quiet, and what happened next lives in somebody's Outlook.

Sendrel keeps that exchange on the ticket. The agent picks which comments to send, adds one recipient or several, and sends. Attachments go with it. When the recipient replies, the reply is posted straight back onto the ticket as an internal note, so the next agent to open it sees the whole story without asking anybody.

Send exactly what you choose

Pick a single comment, a run of them, or the whole conversation. Presets cover the common cases in one click on a long ticket. Internal notes are never included unless an agent deliberately checks one, and the app says so plainly before one leaves.

Replies land back on the ticket

Every forward carries its own reply address. When the recipient answers, the reply is added to the original ticket as an internal note, with attachments. Nothing waits in a personal inbox for somebody to remember to paste it in.

An optional summary, in the language of the thread

On a long ticket an agent can send a short summary instead of forty comments. Sendrel drafts it, the agent edits it, and only the edited text is sent. It handles Papiamento, Dutch, Spanish and English, which matters if your tickets are not all in one language. Off by default, and it can be turned off for the whole account.

A shared address book

Addresses are saved once and available to every agent on the account, so the second person to email the same supplier does not have to go looking for the address.

Nothing about how your team works has to change. Sendrel lives in the ticket sidebar, sends ordinary email that any recipient can read and reply to, and needs nothing installed on their end.

Permissions and data

Sendrel requests two Zendesk permissions, tickets:read and tickets:write, and nothing else. It does not store your ticket content. A forward leaves behind only which comment ids went where and when, so an agent can see what has already been sent. Outgoing mail is sent through Amazon SES and replies are received through Cloudflare. When, and only when, an agent turns the summary on for a send, the selected comments are sent to Anthropic's Claude API to draft it. Customer data is not used to train models. Full detail at https://sendrel.app/privacy/

Made by 3Bit Machine LLC. Questions go to help@sendrel.app, and a person answers them.