Using Solvaro

Customer reply and verifier

Draft a reply, run the reply check (verifier), and only then post when external posts are on.

6 min read

Draft a reply

  1. Open a case with a clear root cause and workaround.
  2. Open Case assist → Reply check (or Reply to customer).
  3. Edit the draft in plain language. Keep internal keys and notes out of the public text.

Verifier (reply check)

Solvaro scores the draft before send:

  • Ready to send: greets the customer, acknowledges the problem, clear next step, professional tone.
  • Do not send: leak guard (internal notes, private Jira keys, legacy-plan language) or missing next step.
  • Fix the highlighted issues, then run Check reply again.
Reply check showing Ready to send with checklist passed
Reply check passed — ready to send.

When it blocks

Public posting stays blocked until leak findings are removed. Internal notes can still be saved.

Reply check blocking a draft that quotes an internal note
Reply check blocked on a leak.

Send

  1. Confirm External posts are on in Settings → Security & privacy.
  2. Choose Public or Internal for the helpdesk.
  3. Send. If posts are off, copy the draft instead.

Next

First response on new tickets
An internal note on every new Zendesk or ServiceNow ticket within seconds, and a guarded public reply draft.
Publish a knowledge article
Turn a resolved case into a help-center draft, review it, and publish only after you approve.
Security, DPA and subprocessors
Where to find the security overview, the DPA and the subprocessor list.