Customer service

AI agents for support teams

Agents that turn tickets and conversations into finished work in Jira, Chargebee and Shopify, from Freshdesk, Zendesk, HubSpot or Intercom, with your approval on anything involving money or customers.

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Works withFreshdeskFreshdeskZendeskZendeskHubSpotHubSpotIntercomIntercomJiraJiraChargebeeChargebeeShopifyShopify

The bug escalation agent, in 5 steps. A customer reports that CSV export fails in Freshdesk. The agent reads the whole conversation and writes a summary: what broke, steps to reproduce, plan and browser. It searches Jira and finds an open issue, PROJ-482, describing the same failure. Instead of a duplicate, it adds the customer's details as a comment on PROJ-482. A private note on the ticket gives the agent the issue key and status, and the run appears in the Event Log. In the example, ticket #48213 reports “CSV export fails on the Reports page”; the agent finds PROJ-482, “CSV export times out for large reports”, and comments there instead of opening a new issue.

The ticket is the easy part

  • FreshdeskJira

    A bug report becomes a forwarded email thread, and engineering opens a second issue for a problem they already know about.

  • IntercomChargebee

    A customer asks to pause their subscription, and the agent switches to billing, finds the account, makes the change and comes back to reply.

  • ZendeskShopify

    A shopper asks where their order is, and someone looks it up in Shopify for the hundredth time that day.

Your help desk's AI can answer questions. These jobs need something done in another system, by someone allowed to do it. Agents do the looking up and the changes; your team approves the ones that matter.

How the bug escalation agent works

  1. 1

    Picks up the ticket

    a new or updated ticket in Freshdesk or Zendesk, tagged as a bug or recognised as one from the conversation.

  2. 2

    Reads the conversation

    every message, not just the first one.

  3. 3

    Writes the summary engineering needs

    what's broken, steps to reproduce, the customer's plan and anything they've already tried.

  4. 4

    Checks Jira for duplicates

    searches open issues in the project you choose.

  5. 5

    Links or creates

    adds a comment to the matching issue, or creates a new one and links related issues.

  6. 6

    Closes the loop on the ticket

    a private note with the issue key, so your agent can update the customer.

You can require approval before the agent creates high-priority issues. Today the agent doesn't update the ticket when the Jira issue changes; your team checks the issue key.

Plan changes, made where the plan lives

  1. 1

    A customer asks to change their plan

    in a ticket or an Intercom conversation.

  2. 2

    The agent finds the subscription in Chargebee

    from the customer's email.

  3. 3

    It prepares the change

    pause, resume, a new plan or a new term end.

  4. 4

    It asks for approval above your limit

    downgrades over an amount you set go to a person in Slack or Teams.

  5. 5

    It makes the change and replies

    the customer gets a confirmation, and a private note records exactly what changed.

Using Stripe? See how the plan-change agent works on the homepage

The controls your support lead will ask about

  • Approval where it matters

    refunds, downgrades above your limit and public replies can all wait for a person, in Slack or Teams.

  • Private by default

    start with agents that only write private notes; allow public replies one category at a time once you trust them.

  • Only the actions you add

    the bug agent can create and comment on Jira issues; it can't close tickets or reply to customers unless you give it those actions.

  • Allowed values

    limit what the agent may set, such as ticket priorities, groups or the plans a customer can move to.

  • A record for every ticket

    the Event Logs show what the agent read, what it found, who approved and what it changed.

Works with your help desk and the systems behind it

Using another tool? Connect any REST API, or, on the Enterprise plan, our team builds the connector within 5 working days.

Support templates

Build your own agent See pricing

FAQ

Got questions?

If you can't find what you're looking for, talk to our team.

No. Use them to answer questions in your help desk. Konnectify handles the jobs that need action in other systems, such as Jira, Chargebee or Shopify, with approval where you want it.

  • SOC 2 compliantSOC 2
  • ISO 27001 compliantISO 27001
  • GDPR compliantGDPR
  • HIPAA compliantHIPAA
Visit the trust centre

Bring us 20 tickets that needed someone to act

We'll build the agent with you on your help desk and the system behind it, with your approval rules, and run it on real examples.

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Bring one process. See it running.

In a demo, we'll map one of your processes to a workflow, AI workflow or agent, using the apps you already run.

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