How Sheerline works
A support bot that actually knows your product.
Sheerline answers your customers' questions using your own knowledge — end to end — so your team only sees the ones that actually need a person.
The problem
Forty tickets a week. The same handful of answers, written from scratch every time.
If you run support, your week looks like this: forty tickets that are all some version of a question your help center technically already answers, if the customer could find it. A generic chatbot handles three of them with an answer that's almost right and sends the rest to a human anyway, because it was never actually connected to your product — it was trained on the internet, not on you. The real answer to a tricky billing question is sitting in a Slack thread from February, or in the head of the one person who handled it last time, or in a ticket from a year ago that never made it into the help center. So the same question gets answered from scratch, differently, by whoever picks it up first — and the customer waits.
You've probably already tried the obvious fix: a chatbot. Most of them are a general-purpose model with your help center loosely bolted on. They either sound confident and are frequently wrong, or they're cautious and useless — deflecting nothing, punting to a human the moment a question gets specific. Either way, your team still does the actual work: read the ticket, find the answer, write the reply.
How it's grounded
Sheerline answers from what your team already knows.
Not a generic model with your help center loosely bolted on. Sheerline is grounded in the sources your team already trusts:
- Knowledge & docs Zendesk Knowledge Base, Confluence, Notion, Guru, Salesforce Knowledge Base — the answers you've already written down.
- Conversations Zendesk tickets, Slack channels, Gong — the answers you've only ever given once, in a thread or out loud, that never made it into a doc.
- Cloud file storage Google Drive, OneDrive/SharePoint — the spec, the pricing sheet, the internal runbook that's accurate but was never written to be customer-facing as-is.
Can I roll over my unused seats to next quarter, or do they just expire?
Unused seats roll over once, for one billing cycle — after that they expire. You currently have 6 unused seats from this quarter, so they'll carry into next quarter automatically.
Source: Help Center — "Seat rollover policy"How it's different
It's handled, not surfaced.
The bot doesn't draft a suggestion for an agent to rewrite. It answers the ticket, resolves it if it can, and only shows up in a human's queue when it should.
Grounded in your business, not the open internet.
Every answer traces back to your help center, your past tickets, your team's Slack answers, or your files — not a generic default that happens to sound confident.
A human approves anything consequential.
Answering questions is the job, and it happens on its own. Refunds, account changes, anything published under your name — those stop for your sign-off, and that boundary is built in, not configurable away.
Getting started
Connects to the tools you already use
Sheerline connects directly to your ticketing and chat tools today — no migration, no re-writing your help center to fit a new format.
Sheerline answers your customers' questions using your own knowledge — end to end — so your team only sees the ones that actually need a person.