Setup Guide

Live in your helpdesk in 3 days, not 3 months.

No dedicated AI team. No integration project. Connect your tools, train the agent on your knowledge base, and go live. Most teams are handling their first autonomous resolution within 72 hours of signup.

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Three-step setup flow: connect helpdesk, train knowledge base, go live
01

Connect your helpdesk

OAuth to Zendesk, Intercom, or Freshdesk. No API keys to copy, no webhook configs to debug. Two-minute setup that gives the agent read-write access to your ticket queue — scoped to exactly the actions you allow.

Supported: Zendesk Support, Intercom Inbox, Freshdesk, Salesforce Service Cloud. Helpdesk not listed? Talk to us.

02

Train on your knowledge base

Point Resolvemark at your Notion workspace, Confluence space, or Zendesk Help Center. The RAG pipeline ingests your docs overnight, builds semantic indexes, and learns your product's specific terminology and policies.

Supported sources: Notion, Confluence, Zendesk Guide, Intercom Articles, custom URL crawl. New source added monthly.

03

Configure your guardrails

Use the policy builder to define exactly what agents can do: which ticket types, dollar limits for refunds, escalation triggers, and which customer segments get agent-only vs. human review. Start conservative and expand over time as FCR data builds confidence.

04

Agents go live

Flip the switch. Agents begin processing new tickets in your queue immediately. Your team sees agent activity in their normal Zendesk or Intercom view — resolved tickets appear with an "auto-resolved" tag and full action log.

Most customers see their first autonomous resolution within 2-4 hours of going live.

05

Review and improve

After each week, review your FCR dashboard: which categories resolve well, which escalate more than expected, which knowledge base gaps caused low-confidence decisions. Tighten policies, add docs, expand agent scope — a continuous improvement loop.

FAQ

Common setup questions.

We support Zendesk, Intercom, and Freshdesk today. Salesforce Service Cloud is in beta. If your helpdesk isn't listed, contact us — we add new connectors based on customer demand, typically within 60-90 days.
No — and this is intentional. Resolvemark runs as an agent inside your existing Zendesk, Intercom, or Freshdesk instance. Your team sees the same ticket views, the same assignment queues, the same internal notes format. Resolvemark handles the tickets that can be fully resolved without human judgment; everything else routes normally. There's no new UI to train your support team on.
Only what you explicitly authorize. Resolvemark accesses your ticket queue, customer data in your helpdesk, and the billing/subscription data from tools you connect (Stripe, Chargebee, etc.). We connect via OAuth with scoped permissions — no data is stored outside your authorized tools.
The policy builder lets you scope agents by ticket tag, customer account tier, intent classification, or any combination. Most teams start conservatively — agents handle only billing lookups and password resets — and expand scope as FCR data builds confidence. You can also set different escalation thresholds per ticket category: a refund over $50 might always require human approval, while a subscription downgrade under $20 can be automatic.
The agent escalates to your human team with a structured context note: what customer data it pulled, what action it attempted, what confidence score it reached, and why the escalation criteria fired. Your team inherits a ticket that's already been partially diagnosed — they don't start from a blank thread. Escalation latency is under 10 seconds from trigger to human assignment.

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