Ideas to put to work
Faster answers for clients, and a knowledge base that grows from every solved ticket.
Replies drafted from your knowledge base
Sofia reads the ticket and your knowledge-base articles, drafts a reply for the agent's approval, and adds a private note with the sources.
Articles written from solved tickets
Sofia finds questions answered repeatedly in tickets and drafts a knowledge-base article for each, for your approval.
Satisfaction trends by client
Sofia reads satisfaction ratings by company and writes a client-by-client view to Google Sheets with the comments behind low scores.
Support time billed
Sofia reads time entries by company and, with your approval, logs them as time in FreshBooks for billing.
What Sofia can do with Freshdesk
Sofia reads and keeps current
- Tickets
- Contacts
- Companies
- Agents and groups
- Knowledge-base articles
- Time entries
- Satisfaction ratings
Sofia does, with your approval where you want it
- Create a ticket
- Reply to a ticket
- Add a private note
- Update or merge tickets
- Create a contact or company
- Write a knowledge-base article
Your IT lead agrees the access before anything connects, and anything on your never-touch list stays out.
Works well with
- Google SheetsGoogle's online spreadsheets
- FreshBooksInvoicing and accounting for service businesses
ZendeskCustomer service ticketing and help center
IntercomCustomer messaging and support inbox- ServiceNowEnterprise IT service management
- EvaluAgentQuality assurance and agent coaching for contact centres
- FreshserviceIT service management and help desk software
- GorgiasCustomer support helpdesk for online stores
Let Sofia draft your Freshdesk replies
Score your firm in three minutes, or talk to our team.