| Status | ID | Subject | Requester | Partner | Via | Updated |
|---|---|---|---|---|---|---|
| Open | #4121 | Callback due 4:30 PM — verify mesh extender placement | Diane Okafor | Google Fiber | Flex voice | 26 min |
| Pending | #4118 | RMA replacement delivery check-in — Ring camera | Ray Sandoval | TDS Telecom | HELM AI (API) | 2 h |
| On-hold | #4113 | Schedule field visit — doorbell chime transformer | K. Osei | BrightSpeed | In-app chat | 1 d |
| Solved | #4104 | Smart lock offline after battery swap | P. Whitfield | Google Fiber | Flex voice | 2 d |
| Solved | #4096 | New member onboarding — whole-home scan walk-through | T. Nguyen | TDS Telecom | In-app chat | 3 d |
“Thanks for holding, Marcus — I've got the full picture from your session with Sophie, so you won't repeat anything. Your thermostat keeps losing a weak signal in that corner of the house. Let's re-pair it properly and make it stick this time — can you open the Nest app for me?”
Step 3 may need eyes on the device — see the LED state and placement instead of asking Marcus to describe them.
Working assumption for this concept: Zendesk is the bought case layer. It holds the interaction reference — the ticket, the thread, the workflow — keyed back to the HELM SoR by the Master Interaction ID. HELM's pluggable apps ride inside it; Twilio Flex carries the call.
The desk. Tickets, thread, fields, views — what BPO agents already know.
The call leg. Warm transfer from the AI on the same leg — no re-auth.
The truth. SoR + Member 360, co-pilot, device twin, TechSee Live — as apps.
HELM platform → Zendesk API, fired the moment the AI decides to escalate. Creates the work item the agent will pop into: subject, routing tags, the HELM reference keys as custom fields, and the handoff note as the first internal comment. Human-readable context in the note; machine-readable keys in the fields.
POST /api/v2/tickets.json // service account: helm-platform { "ticket": { "subject": "Nest thermostat keeps dropping Wi-Fi — 3rd day (return caller)", "type": "incident", "priority": "high", "brand_id": 360001, // HELM · BrightSpeed (multibrand = the partner) "requester": { "name": "Marcus Bell", "email": "marcus.bell@gmail.com", "external_id": "HM-4471-2208" }, // ← HELM member ID "external_id": "MI-4471-0007", // ← THE SPINE: Master Interaction ID "tags": ["helm", "ai_escalated", "brightspeed", "tier_connected", "return_caller"], "custom_fields": [ { "id": 90011, /* helm_case_id */ "value": "CAS-20481" }, { "id": 90012, /* helm_plan */ "value": "connected" }, { "id": 90013, /* entitlement_status */ "value": "active_nightly_2026-07-13" }, { "id": 90014, /* identity_status */ "value": "verified_ani_zip" }, { "id": 90015, /* escalation_reason */ "value": "PHYS-ACTION" }, { "id": 90016, /* ai_confidence */ "value": 0.82 } ], "comment": { "public": false, "html_body": "<Escalation handoff — issue · verified · diagnostics · hypothesis 82% · why-a-human · suggested next steps · links to transcript / twin snapshot>" } } }
HELM → Twilio Flex (TaskRouter) — the live call leg is re-routed to the Tier-1 queue with these attributes riding on the task. The Zendesk integration reads zendesk_ticket_id and pops #4127 as Alicia accepts. The member never leaves the call.
TaskRouter task — queue "HELM · Tier 1 · EN" // warm transfer, same leg { "task_sid": "WT82c4…", "call_sid": "CA9f3d…7e2", "attributes": { "master_interaction_id": "MI-4471-0007", // ← same spine "zendesk_ticket_id": 4127, // ← what to screen-pop "helm_member_id": "HM-4471-2208", "partner": "brightspeed", "plan": "connected", "escalation_reason": "PHYS-ACTION", "transfer_type": "warm_same_leg", // no re-auth, no second hold "recording": "continuous" // one recording spans AI + human legs } }
HELM SoR (canonical) — the escalation is also an event on the member's case. Note the direction: the SoR stores the Zendesk ticket ID as a reference, not the other way of depending on it. Kill the CRM tomorrow and the story survives.
POST api/v1/cases/CAS-20481/interactions // HELM SoR — system of record { "interaction_id": "INT-4471-0007-03", "master_interaction_id": "MI-4471-0007", "type": "bpo_call", "channel": "voice", "escalated_from": "INT-4471-0007-02", // the AI session that handed off "handoff": { "reason": "PHYS-ACTION", "confidence": 0.82, "summary_ref": "sor://summaries/SUM-88412" }, "refs": { "zendesk_ticket_id": 4127, // ← reference only — no dual-SoR "flex_call_sid": "CA9f3d…7e2", "recording_ref": "flex://recordings/RE55…" // transcript attaches offline ~5 min } }