See this for your own tickets.
Free, no commitment.
Sample ticket audit · ThreadCraft
43% of your tickets can be resolved today. 68% with two integrations.
- 14,400 tickets analysed
- 1 Aug – 31 Oct 2026
- Zendesk export
- Shopify · DHL · PostNL
ThreadCraft is a fictional store and these figures are illustrative. Your report is built from your own tickets.
Resolvable today 43% Likely range 38–47%
With a custom integration 60% +17 points · live in days
With a native integration 68% +8 points · needs development
What your customers ask
Every ticket matched to a contact reason, and to the action that resolves it.
- Where is my order 28% Works today
- Returns 17% Custom integration
- Product advice 10% Works today
- Damaged and missing 8% Native integration
- Invoice questions 6% Not possible yet
- Address change 5% Works today
- Other 26% Stays with your team
What it takes to resolve them
Per contact reason: the action that solves it, the system it lives in, and whether Engaige can run it there.
- Where is my order Look up order and tracking Shopify, DHL, PostNL Works today
- Product advice Read catalogue and stock Shopify Works today
- Address change Update the delivery address Shopify Works today
- Returns Start a return, send the label Returns portal (REST API) Custom integration
- Damaged and missing File a claim, arrange a resend Warehouse system Native integration
- Invoice questions Retrieve an invoice ERP (no API) Not possible yet
How we judge each path
Works today
The action exists in Engaige today.
Custom
Your system has an API that does this in one call. Based on its documentation, not yet tested with your credentials.
Native
Possible, but it needs a marketplace app or several steps. Built by Engaige.
Not yet
No API, or no action that solves the problem.
The business case
What the resolution potential means for your team, per month.
Today
- Tickets a month
- 4,800
- Resolved by Engaige
- ~2,060
- Agent hours freed
- ~206 h
With both integrations
- Tickets a month
- 4,800
- Resolved by Engaige
- ~3,260
- Agent hours freed
- ~326 h
Based on six minutes of handling time per ticket, a figure you give us. Your plan and pricing follow in the proposal.
Where to start
- 43%
Go live on order status, product advice and address changes
Runs on the Shopify, DHL and PostNL actions that exist today.
- +17
Connect your returns portal
A custom integration on its REST API. You create the API key, we set up the action.
- +8
Scope the warehouse integration
Claims and resends need several steps, so this one is built natively by Engaige.
These figures show potential, not a guaranteed resolution rate. The rate you reach depends on your policies, the quality of your knowledge base, and how quickly ticket types move from assisted to autonomous.