Introducing Support Analyst: Ask Your Tickets Anything
An AI copilot that lets you search, analyze, and surface insights from your support data using plain English.
Your support team generates thousands of tickets every month. Each one contains a signal — about product friction, customer sentiment, emerging issues, and team performance. But extracting those signals? That usually means toggling between dashboards, writing filters, or waiting on someone to pull a report.
What if you could just ask?
Meet Support Analyst
Support Analyst is a conversational AI built directly into IrisAgent. No dashboards. No query builders. No setup. Just plain English questions and instant, structured answers.
Here's how it works:
Ask a question — Type anything in plain English: "Find tickets about login issues from the last 7 days"
or "Show me negative sentiment trends."
AI searches your data — Support Analyst queries your ticket history, analyzes patterns, and runs sentiment analysis in real time.
Get structured answers — Receive tables, summaries, timelines, and actionable insights — not just raw data.
It even shows you which tools and searches it used to arrive at its answers, giving you full transparency into the process.
The Problem We Kept Hearing
We spoke with dozens of support leaders while building this. The same frustration came up again and again: getting answers from their own data was harder than it should be.
They knew billing complaints had spiked this week. They could feel that response times were slipping on a particular issue type. But proving it — putting a number on it — meant context-switching into analytics tools, constructing queries, and waiting for results.
That gap between intuition and evidence is where problems fester. Escalations happen. Trends go unnoticed until they become crises.
Support Analyst closes that gap entirely. Ask a question, get a data-backed answer. In seconds, not hours.
What You Can Do With It
Natural language search — Search your entire ticket history by topic, status, priority, assignee, or any combination — just by asking in plain English. Support Analyst understands context, synonyms, and intent, so you always find what you're looking for.
Sentiment analysis — Ask "Show me tickets with negative customer sentiment" and instantly surface at-risk accounts. Every ticket interaction is scored from Very Negative to Very Positive, so you can catch unhappy customers before they churn.
Ticket deep dives — Get the full story on any case in seconds. Ask "Get details on case #12345" and get a complete view — who created it, who's assigned, the full resolution timeline, customer context, and current status. No more switching between tabs or scrolling through audit logs.
Instant analytics — Ask questions about trends, volumes, response times, and team performance. "How many tickets did we resolve this week?" or "What's our average first response time this month?" — no dashboards required.
Proactive alerts — Identify emerging issues and recurring problems before they become widespread incidents. Spot the spike in login complaints on Monday, not Friday.
Zero setup — Works immediately with your existing ticket data. No configuration, no integrations, no learning curve.
Built for the Questions Your Team Actually Asks
Support Analyst isn't a standalone analytics product you have to learn. It lives inside IrisAgent, right where your team already works. It's designed for the way support leaders actually think — in questions, not queries.
Questions like:
"What are the top 5 customer complaints?"
"Show me unassigned high-priority tickets"
"Which agent has the fastest resolution time?"
"Find tickets about billing from enterprise accounts"
"Show me tickets that have been open for more than 7 days"
"Are login issues increasing compared to last month?"
You shouldn't need to know SQL or remember which dashboard has the right filter. You should be able to ask the question and get a clear answer.
Available Now
Support Analyst is live for all IrisAgent customers today. No setup required. Log in, navigate to Support Analyst in the sidebar, and start asking.
Stop building dashboards. Start asking questions.
