Does ify replace Freshdesk?

No. ify works inside the Freshdesk account you already run. Your team keeps working in Freshdesk, and nothing needs migrating.

Which Freshdesk tickets does ify handle?

Only the ones you hand to it. You choose the ticket attributes that send work to ify, and everything else stays with your team.

Where does ify get its answers?

From your Freshdesk knowledge base, and from what it learns in previous conversations.

Can ify reply without the customer seeing it?

Yes. You choose whether ify posts a public reply to the customer or leaves a private note for your team to review.

What happens when ify can't resolve a ticket?

ify hands it off to a human in Freshdesk, along with what it already checked. It can also notify your team or wait for their approval through your communication apps before it acts.

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Resolve Freshdesk tickets with ify

Overview

ify connects to your Freshdesk account and resolves the tickets you hand to it. It answers from your Freshdesk knowledge base, learns from previous conversations, and hands off to your team in Freshdesk when a human should step in.

Freshdesk stays the place your team works. You decide which tickets go to ify based on their attributes, and whether ify replies to the customer or leaves a private note for your team.

What you can do

Answer customers from your Freshdesk knowledge base
Choose which tickets are handed to ify, based on ticket attributes
Reply publicly to the customer or leave a private note for your team
Hand off to a human, with what ify already checked
Notify your team or wait for their approval through your communication apps
Learn from previous conversations

How it works

1
Connect Freshdesk
Connect your Freshdesk account and ify brings in your knowledge base, so it answers from the content you already have.
2
Set your rules
Choose the ticket attributes that hand work to ify, whether it replies publicly or with a private note, and when it should ask your team for approval.
3
Go live
ify resolves the matching tickets, asks for approval where you require it, and hands the rest to your team in Freshdesk with full context.

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HubSpot

ify resolves the HubSpot tickets you hand to it, keeping HubSpot as the place your team works.

Intercom

ify resolves the Intercom tickets and conversations you hand to it, keeping Intercom as the place your team works.

Salesforce

ify resolves the Salesforce tickets you hand to it, keeping Salesforce as the place your team works.

Zendesk

ify resolves the Zendesk tickets you hand to it, keeping Zendesk as the place your team works.

Common questions about ify for Freshdesk

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Your support, handled by ify

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