Dapper Support & Tooling — Dan & Kenny demo and adoption discussion

People in the room#

• Dan Carreiro — moved to product; building Dapper's internal CS-with-AI loop on the side / weekends.
• Kenny Zamora — handles VIPs and runs day-to-day support. Most aligned with the operator pain and most enthusiastic about adopting AZ's tool.
• AZ side: Guilherme (G), Ben Boudreau, Simon Hauck.

Key takes#

1. Dan's internal tool is very early#

• Hosted at a personal-domain app (CS-ZD.personal.app); paste a Zendesk ticket number → it pulls account info via BigQuery and drafts a response.
• Has a four-verifier gate: accuracy, tone, completeness, risk (risk = fraud / legal / compliance escalation).
• Has a feedback dashboard. Total runs so far: 4. Sent as-is: 0. Rejected: 75%. Dan only went live this week.
• Eventual vision: auto-escalate in Slack to the right channels, then interact with responders. Dan calls that part "pipe-dream stuff."
• He hard-gates AI from editing collector data — read-only, hand off to a human for any mutation. "That part scares me a ton."

2. Fin is getting worse, not better, and the contract just renewed#

• Automation rate 33.7%, CSAT 37.2% — Dan called the CSAT "jarring."
• Help-center articles auto-sync hourly; snippets are manual and go stale — that's where Fin tangles unrelated topics together (notably anything near withdrawals, where they have to stay vague).
• Dan wanted to drop Fin; Josh confirmed they needed cancellation notice by ~May 5 and they're now locked in for another year. Mitigation: just stop sending tickets to it — Fin charges per ticket handled, so the floor is the sub cost.

3. Retool is being sunset (end of month)#

• Everything Dapper does today — adjusting 2FAs, top-shot scores, etc. — lives in Retool.
• Ralph is building a Retool replacement, vibe-coded front end with DB access, lots of small purpose-built dashboards (Ben has already touched it).
• This means whatever the AZ tool plugs into has to coexist with a moving in-house dashboard surface.

4. Dapper's surface area is the real constraint#

• Kenny: 13–14 products between Pinnacle, Top Shot, Dapper wallet, etc. Tickets are nuanced ("my pack didn't deliver," "withdrawal stuck") — help-center articles don't solve them; AI alone is just "pissing people off."
• They sort by brand/queue (VIP, NBA, NFL, Disney, La Liga, UFC, CryptoKitties, Flow, Ethereum). Right now the team is too small to staff per-vertical leads, so it's one queue with VIP carved out.
• An auto-tag/triage tool (manual push → macro applies tags + routes to bucket) does work for them today.

5. Zendesk lock-in is real but softening#

• ~500K tickets of history; full threaded context can't be exported via the standard export (subject/email/timestamps only). Dan has an API key and is willing to try a scrape.
• IT, fraud, and compliance also route through Zendesk. The IT brand specifically is sensitive — exclude it from any API pull.
• Other teams (fraud, compliance) will eventually want a similar dashboard but with different use cases.

6. Dapper's reaction to the AZ tool#

• Dan: "I like the setup a lot. It's very clean… looked clean, looked fast, looked responsive." Contrast: "Zendesk feels like an old stable platform and very clunky."
• Kenny is the most bought-in: "I can't wait to navigate away from Zendesk if I'm being honest." He explicitly wants:
  • One-click flows for the things he does in Google Sheets today (e.g., requesting an NBA Top Shot pack for a user).
  • Persona / KYC information in the sidebar so he isn't spreading work across three monitors.
• Both acknowledged the AZ tool is much closer to what they actually need than what Dapper can build alone in their available time.

7. Plan of attack agreed in the room#

• AZ wants to productize what they've built; Dapper is a willing first external user.
• Best first step everyone agreed on: connect AZ's tool to Dapper's Zendesk and run it in parallel with Dan's weekend tool — see if AZ's agent + memory system answers tickets better.
• Ben framed it as: "this would be an internal tool for you to take." Open to modifications to fit Dapper.

Action items#

AZ side (Ben / G / Simon)#

• Figure out Zendesk access path for the AZ team (likely a seat granted by Dapper; Dan will help walk through).
• Plan Zendesk → AZ tool connection that excludes the IT brand at the API filter level.
• Once connected, run the AZ agent in parallel with Dan's tool on the same tickets so Dapper can compare drafts side by side.
• Confirm that the productized version can be tailored per-customer (Kenny's NBA-pack-request button is the first concrete request).
• Loop fraud and compliance into a later conversation — different use cases, same dashboard pattern.

Dapper side (Dan / Kenny)#

• Dan to investigate whether full threaded ticket history can be exported via the Zendesk API (current export only gives metadata). Possibly run an agent-driven scrape using his API key.
• Decide where exported ticket history would be stored (compute + storage cost is non-trivial at 500K+ tickets).
• Once it's clear Fin is being phased down, confirm the in-Zendesk help-center articles are the right knowledge source for the AZ agent (snippets are mostly disposable / phasing out).
• Keep Dan's internal tool moving on weekends as the in-house comparator.

Open / parking lot#

• What replaces Retool day-to-day for write actions (2FA reset, score adjustments, etc.)? Ralph's in-house tool is moving but timeline is unclear; AZ's tool is currently read-only by design.
• Long-term: can Dapper actually leave Zendesk, or does the ticket-history lock-in keep them on it indefinitely? Same blocker Justin raised on May 1.
• Commercial framing of the AZ → Dapper handoff (internal tool? customizable product? guided build?) — not decided in this meeting.

The one thing to remember#

Kenny's quote captured the actual thesis: "What you guys have is actually really exciting… I think what would be even more exciting is working with you guys to see how we can really tailor it to the needs of Dapper." The win isn't replacing Zendesk — it's giving Kenny a single pane with KYC, account state, and one-click product-specific actions, so he stops bouncing between Sheets, Retool, and three monitors.