Turn support requests into approved actions
ify uses connected business apps to help resolve requests that require more than an answer.
Issue refunds, extend trials, update CRM fields and create Jira issues within your configured instructions, permissions and guardrails. Choose where ify operates autonomously and where your team gets involved.
Connect the request to the work required
ify works on top of Freshdesk, Zendesk, Salesforce, HubSpot Service Hub or Intercom and connects to 200+ apps.
Your helpdesk holds the support request. Connected apps provide the supported actions needed to complete it.
Action availability depends on the integration, permissions and workflow you configure.
Actions ify can take in connected apps
01
Refunds and billing requests
What ify does
ify’s approved capabilities include issuing refunds and re-triggering payouts through supported connected apps.
How you set it up
- 1Configure the instructions and human involvement appropriate for your billing process.
- 2Define which requests ify can handle and when your team must approve or take over.
Before you enable it
A billing integration does not automatically authorise every payment operation.
Confirm the supported actions before enabling the workflow.
02
Subscription support
What ify does
ify can extend trials through supported connected apps.
How you set it up
- 1Set the instructions that govern eligible requests and define when human involvement is required.
Before you enable it
Other subscription operations depend on the integration’s supported capabilities.
Confirm the exact operation before adding it to your workflow.
03
CRM and account updates
What ify does
ify can update supported CRM fields and account information as part of handling a support request.
How you set it up
- 1Define the information it may change and the permissions needed for the workflow.
- 2Route exceptions to your team when the request falls outside those boundaries.
04
Order changes
What ify does
Use supported connected-app actions to make order changes within your configured workflow.
How you set it up
- 1Confirm which changes the integration supports and establish the conditions requiring human involvement.
05
Ticket and Jira issue creation
What ify does
ify can create tickets and issues, including Jira issues, when a support request needs work from another team.
How you set it up
- 1Define when an issue should be created and the information your workflow requires.
Before you enable it
Jira issue creation does not imply automatic bug reproduction, diagnosis or duplicate detection.
Choose how ify participates
Configure the operating mode by ticket type rather than applying the same level of autonomy to every request.
- Autonomous: Allow ify to handle eligible requests within configured instructions and guardrails.
- Human-in-the-loop: Include human involvement where your process requires judgment or approval.
- AI Assist: Keep your team involved while ify assists with support work.
Define the boundaries before enabling actions
Instructions and guardrails can apply across channels or to an individual channel.
For each workflow, establish:
- Instructions: What request should be handled and what outcome is expected?
- Permissions: Which connected information and actions are available?
- Guardrails: What conditions must the workflow respect?
- Human involvement: When should a person approve or take over?
- Handoff: Who continues the work when human judgment is required?
Preserve context and the approval trail
ify supports handoff to a human with context and an approval trail.
Use these capabilities to keep human involvement connected to the support request. Confirm how approvals and handoffs appear in your chosen helpdesk and connected apps during setup.
Check outcomes before expanding a workflow
When introducing an action, test the complete support journey.
Check that the intended change appears in the connected system, that required human involvement occurs and that exceptions reach the appropriate team.
Agree on what constitutes completion for each workflow. Confirm the integration’s action-result and failure-handling behaviour before relying on automated outcome checks.
Built for operations and support teams
Start with a defined request type, review its behaviour and expand as your team validates the process.
Support managers
Support managers can define the requests that require human involvement.
Operations teams
Operations teams can identify repeatable billing, account and order workflows suitable for supported actions.
Helpdesk administrators
Helpdesk administrators can configure the connections, instructions, permissions and handoff rules needed for those workflows.
Actions and approvals, answered
If you can’t find what you’re looking for, .
Explore an action your support team handles today
Choose a representative request. Identify the connected app, supported operation, permissions and human involvement needed to handle it.