01
Do we have to change our support number?
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No. Talkify works by call forwarding from the number your staff and clients already have. You choose when it picks up: always, only when the desk is busy, only when nobody answers within a few rings, or only outside your support hours. It takes a few minutes to set up with your phone provider and you can turn it off just as fast.
02
How does it connect to Freshservice?
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With an API key from one of your Freshservice agents and your Freshservice address. In Freshservice, click your profile picture, then Profile settings, and the key is on the right. Paste it into Talkify with your address and press Test connection. There is no app to install and no developer work. The key carries that agent's permissions, so use one who can see the requesters and tickets callers will ask about.
03
How does it know who is calling?
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From the number they ring from. Before the agent says a word, it looks for a Freshservice requester with that mobile or work number and greets them by name. Freshservice matches phone numbers exactly as they were typed in, so we check every common way the number could have been written, with spaces, without, and in international form. If two requesters share the number, the agent treats the caller as unknown rather than guessing which one it is.
04
Can it tell someone where their ticket is up to?
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Yes, for their own tickets. It reads back the ticket number, what it is about, whether it is open or pending and when it last changed. It cannot read anybody else's ticket: a number the caller reads out is checked against the tickets they raised, and one that belongs to somebody else gets the same answer as one that does not exist. It does not read your team's notes, so it never guesses at when something will be fixed.
05
Can it log a new ticket?
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Yes. It asks what is wrong, what they were doing when it started, what they have tried and how many people it affects, reads a one-line summary back, and logs the ticket in Freshservice with Phone as the source, in the agent group you choose. The caller is given the ticket number before they hang up. A caller who is not one of your requesters is asked for their name and work email first.
06
Can it reset a password?
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No, and nothing connected to Freshservice can, because Freshservice does not hold anyone's network or Microsoft 365 password. What the agent does is talk the caller through your own self-service reset steps from your help articles, one step at a time. If that does not get them in, it logs a password reset ticket so your team can verify who they are and sort it. It never asks for, hears or repeats a password or a one-time code, and it stops a caller who starts to read one out.
07
Will it make up a fix?
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No. It only talks a caller through steps that are in your published Freshservice solution articles, and where it can it searches as the caller, so it only uses articles they could open in your portal themselves. If there is no article for the problem, it says so and logs a ticket instead.
08
What lands in Freshservice after the call?
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A private note on every ticket the call touched, with the summary of what was said and, if you want it, the full transcript. Private notes are for your team and are not emailed to the requester. You can also have every call from a known requester logged as a ticket of its own, which is off by default because it gets noisy on a busy line.
09
We are an MSP on Freshservice for MSPs.
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That works. Freshservice for MSPs keeps each client in its own workspace, and each Talkify line can be pointed at one, so the agent reads and logs tickets in the right client's workspace. Give each client their own number and they each get their own agent, with their own greeting and their own help articles.
10
What does it cost?
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Talkify business agents are $129/month at the founding rate for your first 3 months, then $199, including 200 minutes of calls, with extra minutes from 10c each. There is no setup fee, no per-call charge and no lock-in. That sits alongside whatever you already pay Freshworks; we do not touch your Freshservice subscription.
11
Where does our call data live?
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Calls are handled in New Zealand and Australian data centres, and nowhere else, transcription and recordings included. Recordings and transcripts are encrypted at rest. Support calls carry your staff's names, numbers and details of your systems, so it is a fair question to ask any supplier and get the answer in writing.
12
We do not use Freshservice.
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Then none of this is a reason to switch. Talkify answers your support line, takes the details and emails your team the whole call within seconds whatever you run your desk on. The Freshservice connection removes the retyping for the desks that do use it.
