How BioRender cut ticket resolution time by 69% and boosted throughput 50%

Jocelyne Mendez-Guzman, CX Operations Specialist, quickly noticed a growing challenge at BioRender. The Accounts Receivable (AR) team shared a Zendesk instance with Customer Experience, and every day, someone spent 45 minutes manually sorting tickets into different queues and assigning them to the right agent. With only four people on the AR team, this daily grind left them stretched thin.

The stakes were high. AR tickets weren’t just general support questions — they involved payment disputes, purchase orders, tax exemptions, and vendor registrations. Every hour a customer waited for resolution meant delayed revenue and frustrated follow-ups. “It was overwhelming the team, and tickets were falling through the cracks,” Jocelyne said.

That’s when she decided to automate the entire process. With a 51-step Zap, Jocelyne built a triage system that instantly processes every AR ticket, categorizes it with AI, checks agent workloads, and assigns it fairly. The result? Resolution times dropped 69% and the team now processes 50% more tickets with the same headcount.

BioRender’s results, by the numbers:

• 3,099 tickets processed automatically since launch

• Resolution time down 69%

• First reply time improved 39%

• Ticket throughput up 50% with the same four-person team

• Customers receive payment resolutions three days faster

From manual drudgery to instant AI triage

Before Zapier, AR ticket triage was entirely manual. Each morning, someone would dig into the Zendesk inbox, decide which queue each ticket belonged in, and assign it to an agent. The process was slow, subjective, and error-prone.

Jocelyne replaced it with automation. Now, when a ticket lands in the AR triage inbox, Zendesk fires a webhook to her Zap. The system then:

• Uses Gemini 2.0 Flash AI to categorize the ticket into one of nine types, including Purchase Orders, Dunning, Remittance, or Supplier Portals.

• Calls Zendesk’s API with custom webhooks to check each agent’s open ticket count (avoiding integration timeouts).

• Syncs agent availability from HiBob HR into Zapier Tables, updating hourly.

• Runs a JavaScript code block to balance workload, check availability, and assign fairly. Special cases like remittance always go to the team lead.

The entire process happens instantly, without human input.

The impact was immediate. With triage handled automatically, agents no longer start their day sorting tickets. They start solving them. “Those 45 minutes every morning are now spent resolving customer financial issues that directly impact our bottom line,” Jocelyne said.

Customers now get responses days faster, improving both satisfaction and BioRender’s cash flow. Payment issues are resolved quickly, and the AR team is no longer overwhelmed.

Becoming a builder through Zapier

For Jocelyne, the project was transformative beyond the numbers. She wasn’t an engineer, but Zapier gave her the tools to design and build a system that solved a critical business challenge. “Zapier makes me feel invincible,” she said. “I never feel like I need an engineer to create the solutions I need.”

She taught herself to use APIs, webhooks, and JavaScript, often debugging with the help of Claude. “Each successful automation showed me I could figure out these concepts,” she said. “It gave me genuine self-efficacy around technical challenges.”

Zapier also rewired Jocelyne's thinking about efficiency. “Every automation teaches you the same lesson: invest time upfront to save time forever,” she said. Now, she actively looks for the hardest, most frustrating inefficiencies because she knows she can solve them.

Shifting culture and opening doors

The triage automation didn’t just help AR; it set an example for the whole company. Jocelyne became the go-to person for operational improvements, trusted to spot inefficiencies and implement solutions. “I’ve become someone who actively seeks out the hardest problems,” she said. “It’s opened doors to more strategic projects where someone who can both identify problems and implement solutions is needed.”

There’s also personal satisfaction. “There’s something deeply rewarding about building systems that keep working long after you’ve moved on to the next challenge,” Jocelyne said. “It feels like every automation is an investment in my future.”

Jocelyne Mendez-Guzman is a 2025 Zappy Awards winner in the Operations Automator of the Year category.