Refaire

Resolve more support cases before they become tickets

Refaire gives customers visual, step-by-step support from the moment an issue starts. Using their phone camera, customers can show what's wrong, troubleshoot the problem, identify the right part, and work through a repair in real time.

When human support is needed, the conversation moves seamlessly into Zendesk. Your team receives the ticket with the diagnostic work already done — including what the customer tried, what happened, relevant product details, and supporting photos or video.

The result: less back-and-forth, faster resolutions, and fewer unnecessary service visits.

What Refaire for Zendesk does

• Creates escalation tickets automatically — When a Refaire session needs human support, a Zendesk ticket is created automatically. Customers don't have to repeat the problem, and agents don't have to reconstruct the conversation.
  
• Gives agents the full diagnostic context — See the diagnosis, troubleshooting steps already completed, outcomes, error codes, and product information directly in the Zendesk ticket sidebar.
  
• Brings visual evidence into the ticket — Review customer-submitted photos and relevant video frames alongside the support case.
  
• Keeps the conversation connected — Agents respond from Zendesk Agent Workspace while customers continue in the same support experience they started with.
  
• Escalates based on your rules — Hand cases to your team when Refaire reaches a confidence threshold, when a customer requests a person, or based on escalation timing you configure.
  

Help agents start with answers, not questions

Traditional escalations often begin with another round of troubleshooting: What happened? What have you tried? Can you send a photo?

Refaire gives your team that context before they open the ticket. Agents can pick up where the customer left off, with common fixes already tested and the relevant evidence attached. That means faster conversations, more informed first responses, and fewer cases that require an onsite technician.

Results across Refaire deployments:

• 81% first-contact resolution
  
• 64% lower handle time
  
• 70% fewer technician dispatches
  

Data and privacy

For information about how Refaire handles your data, see our Privacy Policy.

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