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Sep 07, 2021 | 2 Mins read
How IrisAgent and Zendesk Champion Customer Service

Customer service is as much about the customer as it is about your business and team. 

Keep customers happy while managing internal expectations. Together, IrisAgent and Zendesk set support operations up for success at scale. 

With proactive support and AI-powered ticket intelligence, IrisAgent makes it easy for support teams to work collaboratively with product and engineering organizations to prevent escalations, drive informed action, and align on what really matters.

We take a 360-degree view of customer support operations and leverage product and user context to surface the ‘why’ behind tickets associated with bugs, performance issues and outages. We use these insights to create support workflows and recommend operational improvements.

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How It Works

​​Resolve tickets quickly with real-time product and user context

We integrate with engineering and product sources, such as Jira, PagerDuty, Slack and many others, to contextualize user issues and prevent costly engineering escalations.

  • Resolve tickets more quickly.

  • Estimate the support impact of every product issue and prioritize accordingly.

  • Proactively manage customer support and expectations to build customer loyalty.

​​Let AI resolve common, repetitive tickets

Don’t reinvent the wheel for every common support ticket. Save your team time by leveraging AI.

  • Apply AI-powered recommended resolutions that learn from similar tickets and previous responses.

  • Suggest relevant support articles by indexing knowledge bases from different places. Spend less time searching for answers and find the best match to resolve tickets faster.

Get ahead of churn and complaints with Automatic Tagging and Sentiment Analysis 

Eliminate manual and inaccurate tagging by automatically tagging all new, incoming tickets with tags that are customized to your domain. 

  • Route tickets to the right support agent based on their expertise.

  • Gauge customer unhappiness and prevent customer escalations with sentiment detection on support tickets.

  • Discover features being talked about negatively. 

  • With built-in analytics, discover insights like which product features get the most ‘how-to’ tickets.

Manage and respond with 360-degree insights in one place—all within your native Zendesk customer service platform.

What are you waiting for? Install IrisAgent on Zendesk now!

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