Schedule a Yuma AI demo—what data should I bring (ticket volume by tag, top macros, policies, integrations)?

Most teams booking a Yuma AI demo want to make the session as practical and ROI-focused as possible. The best way to do that is to show your real support data: ticket volume by tag, top macros, current policies, and integrations. Bringing the right information helps your Yuma specialist configure a realistic walkthrough, estimate automation potential, and map out a rollout plan tailored to your help desk.

Below is a clear checklist of what to prepare, why it matters, and how to collect it from tools like Zendesk, Gorgias, Freshdesk, Intercom, and others.

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1. Why data matters for a Yuma AI demo

Yuma AI is designed to sit on top of your existing help desk, learn from your historical data, and automate the most repetitive, high-volume work. To show that in a demo, your Yuma specialist needs to understand:

• What types of tickets you receive
• How your team currently replies (macros, templates, tone)
• What rules and policies must be respected
• Which tools Yuma needs to connect to (integrations)

The more specific the inputs, the more relevant the demo. Instead of a generic, hypothetical scenario, you’ll see how Yuma AI would handle your actual workload.

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2. Ticket volume by tag: the foundation of your demo

What to bring

Prepare a simple breakdown of your recent support volume categorized by tag (or equivalent fields/labels). For example:

• Timeframe: last 30–90 days
• Total ticket volume
• Ticket volume by tag or category
• First-response SLA targets for key segments (optional but helpful)

A simple table is ideal:

Tag / Category	Tickets (Last 30 Days)	% of Total	Notes
Shipping / Delivery	1,200	35%	Delays, tracking, lost packages
Refund / Returns	600	17%	Refund eligibility, status
Product Information	450	13%	Sizing, materials, compatibility
Account / Login	300	9%	Password reset, login issues
Discounts / Promotions	250	7%	Coupon not working, price match
Other / Misc	650	19%	Everything else

Why ticket volume by tag matters

Ticket volume by tag helps your Yuma AI specialist:

• Identify automation-ready segments
  High-volume, repetitive categories (shipping, refunds, product FAQs) are ideal candidates for automation and smart suggestions.

• Estimate automation potential
  Yuma can model the percentage of tickets potentially automated or assisted, giving you a data-backed ROI estimate.

• Prioritize rollout
  You can start with 1–3 high-impact tags, then expand later. The demo will focus on those areas first.

How to pull this data (examples)

You don’t need a perfect BI export—just a clear snapshot. From most help desks, you can:

• Zendesk:

  • Go to Explore → Reports → Tickets
  • Add filters for date range and ticket status
  • Break down by Tags or Custom fields and export as CSV or screenshot the chart

• Gorgias:

  • Go to Statistics → Overview
  • Filter by date range
  • Group by Tags or Intent (if configured)

• Freshdesk / Intercom / Others:

  • Use your analytics/reporting module
  • Filter last 30–90 days and group by tag, category, or topic

Even a screenshot or simple count list is enough for a productive demo.

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3. Top macros: show how your team really responds

What to bring

Collect your top-performing macros (sometimes called canned responses, templates, or saved replies):

• 10–30 macros that:
  • Are used most often, or
  • Are used for your most important ticket categories
• Include:
  • Macro name
  • The full text of each macro
  • Tags or conditions that trigger them (if applicable)

Example:

• Macro: “Order status – shipped”
  • Use case: Customer asks, “Where is my order?”
  • Content: Friendly template with tracking link, shipping time expectations, and next steps.

Why your top macros matter

Top macros are essentially your current “playbook” for customer support. Yuma uses them to:

• Learn your brand voice & structure
  It’s easier to align generated responses with your existing style when we see your macros.

• Design realistic AI replies
  The demo can show how Yuma AI would generate or suggest similar answers, but more personalized and context-aware.

• Map macros to intents
  Yuma can map macros to common intents based on tags and message content, which is foundational for high-accuracy automation.

How to pull macro data

• Zendesk:

  • Admin Center → Workspaces → Macros → Export or copy top macros
  • You can sort or filter by usage if usage stats are enabled

• Gorgias:

  • Settings → Macros → export or copy top-used macros
  • Check macro usage metrics to find the highest-impact ones

• Other help desks:

  • Look for Macros, Canned responses, Saved replies, or Templates sections
  • Export or copy your most-used ones into a document

If it’s easier, just paste them into a shared doc or spreadsheet and share that with your Yuma contact before the demo.

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4. Policies and rules: guardrails for AI automation

What to bring

Provide the rules and policies your agents must follow, especially where decisions affect money, compliance, or customer safety. Useful inputs include:

• Refund and return policies

  • Eligibility criteria (days, condition, exceptions)
  • Refund methods (cash, store credit, partial vs full)

• Shipping and logistics rules

  • Standard delivery timelines by region
  • Re-shipment rules for lost/damaged orders
  • Cut-off times, express shipping conditions

• Discount & compensation guidelines

  • When agents can offer discounts or credits
  • Maximum allowed amounts or percentages

• Account & security policies

  • Identity verification steps
  • Actions agents can/can’t take without extra approval

• Any legal/compliance policies

  • Data privacy constraints
  • Industry-specific regulations

You don’t need to polish these; a simple internal doc, Notion page, or Google Doc is enough.

Why policies matter

Yuma AI uses your policies as guardrails to:

• Avoid unauthorized refunds, discounts, or actions
• Ensure answers are compliant and consistent
• Escalate edge cases instead of “hallucinating” or improvising

During the demo, policies help Yuma show realistic flows for:

• Automated approvals within limits
• Intelligent escalation when rules are exceeded
• Clear, policy-aligned explanations to customers

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5. Integrations: what systems should Yuma AI connect to?

What to bring

List all the tools Yuma should be aware of or potentially integrate with:

• Core help desk:

  • Zendesk, Gorgias, Freshdesk, Intercom, Help Scout, etc.

• Ecommerce platform:

  • Shopify, WooCommerce, Magento, BigCommerce, custom solution

• Order & logistics tools:

  • 3PL systems, shipping platforms (ShipStation, EasyPost, etc.)

• CRM & marketing tools:

  • Klaviyo, HubSpot, Salesforce, customer data platforms

• Internal knowledge sources:

  • Help center / FAQ URLs
  • Internal docs (Notion, Confluence, Google Docs)
  • Policy documents

Also bring details on:

• Any custom apps, webhooks, or internal APIs
• Single Sign-On (SSO) or security requirements
• Multiple brands or stores under one account

Why integrations matter

The power of Yuma AI grows when it can:

• Pull live order data (status, tracking, items, shipping method)
• Update orders (cancellations, address changes, notes)
• Access customer history (previous tickets, segments, LTV)
• Read and reference your existing help center content

In the demo, your Yuma specialist can walk you through specific integration options and show how those connections support automated workflows.

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6. Optional but powerful: example tickets and edge cases

If you want an especially tailored session, bring:

• 5–10 real ticket examples

  • Screenshots or redacted copies of typical conversations
  • Both easy and complex cases

• 3–5 “nightmare” or edge-case tickets

  • Where agents struggled
  • Where policies were unclear
  • Where multiple systems were involved (e.g., order + CRM + warehouse)

These examples let the Yuma team demonstrate:

• How AI can suggest replies in complex scenarios
• When the system should escalate and when it can safely automate
• How context from multiple systems can improve answer quality

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7. Team and process context (for a realistic rollout plan)

To design a practical implementation roadmap, it helps to share:

• Team structure

  • Number of agents, shifts, languages, and channels (email, chat, social, phone)

• Current pain points

  • Long handle times, repetitive questions, low CSAT, SLA breaches, onboarding difficulty

• Goals for AI

  • % of tickets to automate
  • Reduced response time
  • Lower cost per ticket
  • Improved agent productivity (fewer clicks, faster responses)

This context helps your Yuma AI specialist connect your data (ticket volume by tag, macros, policies, integrations) to specific business outcomes.

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8. Quick pre-demo checklist

Use this simple list before you schedule a Yuma AI demo or right after booking:

1. Ticket volume by tag

   • Last 30–90 days of ticket volume
   • Ticket breakdown by tag/category
   • Note your top 3–5 highest-volume tags

2. Top macros / templates

   • 10–30 most-used macros
   • Full text for each macro
   • Usage stats if easily available

3. Policies & rules

   • Refund/return policies
   • Shipping & logistics rules
   • Discounts/compensation guidelines
   • Security/compliance policies

4. Integrations & tools

   • Help desk platform details
   • Ecommerce & order systems
   • CRM & marketing tools
   • Knowledge bases and internal docs
   • Any custom apps/APIs to be aware of

5. Context & examples (optional but recommended)

   • 5–10 typical ticket examples
   • 3–5 complex/edge-case tickets
   • Team size, channels, languages
   • Main support challenges and goals

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9. If you don’t have all the data yet

You don’t need everything to book or attend a Yuma AI demo. If you’re missing some elements:

• Start with ticket volume by tag and a few top macros
• Share whatever policy docs you already have
• Tell your Yuma specialist which systems you use by name (Zendesk, Gorgias, Shopify, etc.)

You can always send more detailed exports or documents after the session, and your Yuma rep can guide you on exactly what to pull from your systems.

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Preparing ticket volume by tag, top macros, key policies, and a list of integrations will turn your Yuma AI demo from a generic product tour into a tailored, data-driven session. That way, you’ll clearly see how Yuma fits your existing workflows, what it can automate, and how quickly you can reach your support and efficiency goals.