Draft with AI, approve exactly what gets sent to Freshdesk or Jira
FixControl proposes a support reply. A person edits it, picks the destination and approves it — and only then does anything leave your tenant. Every send is recorded in an approval ledger.
Propose, edit, approve — then it sends
The AI drafts; a human decides. The wording and the destination are a person's choice, not the model's.
- 01AI proposesFixControl drafts a candidate answer
Using the ticket, its history and the knowledge your project is bound to, FixControl proposes a reply. It is a draft — nothing leaves your tenant yet.
- 02Human editsYou review and edit the wording
A person reads the proposed text, edits it freely, and decides whether it is good enough to send. The AI never overrides the final wording you choose.
- 03Pick the targetChoose where it goes
Select the destination explicitly: a Freshdesk customer reply, a Freshdesk internal note, a Jira comment, a Slack or Teams thread, or a FixControl issue comment. Customer-visible and internal are never confused.
- 04Approve to sendApprove, and only then does it leave
On approval, the final edited text is dispatched through the outbox to the chosen target. The decision — who, which role, which channel — is frozen into the approval ledger.
A governed path from draft to send
Each reply carries its own decision record, target and delivery state.
Draft, then edit before anything sends
The AI proposal is a starting point, not a verdict. A human edits the text and chooses to approve it; the wording that ships is the wording a person signed off on.
Explicit reply target
Every send names its destination — customer reply, internal note, Jira comment, chat thread or FixControl comment — so a customer-visible answer is always a deliberate choice.
Approval ledger on every send
Each approved reply records the actor, their role, the channel they approved from, the timestamp, the final edited text, the target, the evidence shown and the resulting consequence.
Outbox, retry and dead-letter
External writes route through an outbox. Transient failures retry; a write that keeps failing lands in a dead-letter state you can see and act on, rather than vanishing silently.
Provider capability health
FixControl tracks health per capability, not as a single green dot. If a provider can be read but not written to, that is surfaced before you rely on a write path.
No silent customer replies
Nothing reaches a customer without a human approval. Auto-send without approval is unavailable by design — it is not a setting you can flip on.
Where an approved reply can go
Each destination carries its own honest, capability-level status — customer-visible and internal are never the same path.
Send an approved, customer-visible reply to a Freshdesk ticket after a human signs off on the final wording.
Post an internal note on a Freshdesk ticket — visible to agents, not to the customer — kept distinct from a public reply.
Add an approved comment to a Jira issue for your team. On Jira Software projects, comments are internal collaboration, not customer-facing.
Customer-visible replies apply only to Jira Service Management request types. On Jira Software projects there is no customer reply channel, so this is configuration-dependent.
Post the approved text back into the originating Slack or Teams thread where your team is collaborating on the ticket.
Not offered for Freshdesk replies or Jira comments — a customer reply or comment on these channels goes out only after a human approval. This is unavailable by design.
No reply reaches a customer without a human
Common questions
Does the AI send replies on its own?+
Can a customer accidentally receive an internal note?+
Does every Jira project have a customer reply channel?+
What is recorded when a reply is sent?+
What happens if the external write fails?+
How do I know a provider can actually receive the reply?+
See the approved reply flow
Walk through drafting, editing, targeting and approving a reply across Freshdesk and Jira on a live demo.