Flexivity is built around five capability areas — how the AI handles each ticket, how it supports your agents when they take over, where its knowledge comes from, which systems it reaches into, and the analytics and controls that keep it accountable.
Each area has its own page below.
Features
AI Handling
Flexivity AI is an AI agent add-on that works seamlessly with the Zendesk Support platform.
Every ticket starts at Assist, where the AI drafts a reply or an approval for your agent to review. From there, Flexivity’s multi-level Progressive Autonomy ladder lets you promote classes of tickets to full resolution — only when you trust the answers. Classification and rules do the routing in the background. Procedures tell the AI how to handle specific kinds of requests, in plain language.
- Progressive Autonomy — seven Answer levels and four Action levels, set per class of tickets
- Classification — how Flexivity reads each ticket and routes it
- Procedures — plain-language instructions for how the AI handles specific requests
Features
Agent Copilot
Everything your agents need to decide, in the workspace they already use.
When a ticket needs a person, Flexivity’s panel sits inside the Zendesk or osTicket interface where your agents already work. No new tool, no extra login, no context to rebuild. The AI drafts the reply, summarizes the conversation, surfaces matching knowledge, and makes the state of the ticket scannable at a glance.
- Native UI integration — a sidebar app in Zendesk, a panel on the osTicket ticket page
- Action card — drafted replies, escalation reasons, approvals for prepared changes
- Context — summary, sentiment, related knowledge, past tickets, activity log
Features
Knowledge
Grounded answers from the knowledge you already have — and the gaps you don’t yet know you have.
Flexivity answers from your knowledge, not generic assumptions. Three source types — your help desk knowledge base, public documentation websites, and documents — feed the same AI, so you don’t have to move content to make it useful. The Knowledge Builder finds the questions your knowledge base can’t answer and drafts the articles to fill the gaps.
- Knowledge Sources — your help desk KB, public documentation websites, and documents (PDF, Word, Markdown, text)
- Knowledge Builder — finds the questions your KB doesn’t answer, drafts the articles to fill them
Features
Data Connectors
AI that reaches into your systems to look things up — and, when you’re ready, to make the change.
Data Connectors give the AI the reach it needs to answer questions about customers’ actual records and, when the write mode allows, to make changes directly. Stripe is supported natively. The MCP connector connects open APIs and reaches Zapier’s 9,000+ apps, so your Google Sheet, Zapier Table, or any app your team already runs can be in reach.
- Data Connectors — lookups and changes, scoped per customer, with field-level visibility controls
- MCP & Zapier integration — connect any system that speaks MCP, including Zapier’s 9,000+ app ecosystem
- Stripe — find customers, list charges and invoices, refund in full or in part
Features
Analytics & Trust
See what the AI is doing, and the guardrails that keep it accountable.
Every AI decision, draft, reply, and change is logged — so you can see what the AI did and why. Analytics make the aggregate picture clear: where the AI is holding up, where it isn’t, where KB gaps are capping performance. Trust is built in: AWS-hosted, tenant-isolated, PII scrubbed before ticket data is stored, AI guardrails, and your data remains yours.
- Analytics — AI activity, performance, and gap reporting across tickets, agents, and brands
- Trust — PII scrubbing, AI kill switch, AI guardrails, and your data is not sold or used to train the AI
One system, from reading the ticket to resolving the request
Each capability area is useful on its own. Together, they form the loop that lets Flexivity handle a customer request end-to-end: Classification reads the ticket. Procedures and Progressive Autonomy decide what the AI should do. Knowledge grounds every answer. Data Connectors reach the systems where changes happen. The co-pilot keeps your agents in the loop when a person is involved. Analytics and the audit log make it all visible.