Turn your existing support knowledge into resolutions
ify builds its knowledge base from your documentation, website, release notes, video walkthroughs and past resolved tickets. It creates missing standard operating procedures and refreshes connected sources on a schedule, giving your support agent knowledge it can use to handle requests.
Scanning Freshdesk articles…
Website scraping
Video walkthroughs
Release notes
Past resolved tickets
SOP for this ticket
Build from the knowledge you already have
| Source | What it contributes |
|---|---|
| Documentation and help articles | Product instructions, policies and troubleshooting guidance |
| Your website | Published information about your product and services |
| Release notes | Changes to product features and behaviour |
| Video walkthroughs | Explanations and demonstrations of product workflows |
| Past resolved tickets | Knowledge from how your team previously handled support requests |
Turn past resolutions into reusable procedures
Useful support knowledge often lives inside resolved tickets rather than a help article.
ify uses past resolved tickets as a knowledge source and creates missing standard operating procedures (SOPs), so the process your team used can inform similar requests.
This connects previous support work to reusable guidance for future tickets.
Create the SOPs your team has not written yet
An SOP documents how to handle a particular type of request. ify creates missing SOPs from existing support knowledge and resolved tickets, helping your team capture processes that otherwise remain undocumented.
Use that knowledge alongside configured instructions, guardrails and approved actions to support resolution.
Keep connected knowledge current
ify re-syncs your website and connected knowledge sources on a schedule.
When your product or documentation changes, scheduled updates help keep the knowledge used by your support agent current. Updates follow the configured schedule rather than a promise of instant synchronisation.
Knowledge works alongside controls
Knowledge provides guidance. Your configured instructions, permissions and guardrails determine how ify handles a request and which actions it can take.
Choose autonomous operation, Human-in-the-loop or AI Assist by ticket type. Configure handoff rules for requests that need your team, with context and an approval trail preserved.
Questions about past resolutions
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