The AI Helpdesk for Every Channel
One inbox for live chat, WhatsApp, email, phone, and SMS. AI resolves the repetitive volume on every channel, and your team handles the rest with full context, owners, notes, and AI-drafted replies.
A Better Helpdesk, Without the Heavyweight Rollout
Moving off a shared inbox or replacing a legacy helpdesk? IrisAgent gives you the ticketing your team expects with an AI agent doing the first pass on every conversation.
Live in days, not quarters
Connect your channels and knowledge base, set a few routing rules, and your team is working one inbox the same week. No heavyweight rollout.
AI that resolves, not just suggests
The AI answers first on every channel from your own knowledge, and only hands off what truly needs a person. Agents spend their day on the hard tickets.
Simple per-agent pricing
$35 per agent per month covers every channel, CSAT, triggers, and analytics. Carrier and WhatsApp fees at cost, with no markup.
Every Channel Your Customers Use, One Inbox
Meet customers on live chat, WhatsApp, email, phone, and SMS. The same AI, knowledge, procedures, and routing rules work across all of them.
Live chat with instant AI answers and real agents on standby
Add the chat widget to your site or app. The AI answers from your knowledge base in seconds, and when a customer wants a person, an agent takes over the same chat from the inbox.
- One-click live takeover, the AI steps back automatically
- Agent-requested chats flagged and queued
- Hand the chat back to the AI when you are done
Seamless Handoffs, With Full Context
When a conversation needs a person, nothing gets lost and the customer never repeats themselves.
Customer reaches out
On chat, WhatsApp, email, phone, or SMS. Every conversation lands in one inbox.
AI resolves what it can
Grounded answers from your knowledge base and procedures, with sources you can check.
Your rules decide the handoff
Asked for a human, outside the knowledge base, negative sentiment, or a flagged procedure.
An agent picks it up warm
Transcript, captured details, and an AI-drafted reply are already in place.
Live takeover
When a customer asks for a person, the conversation is flagged agent-requested and an agent joins the live chat with the full history in view. The AI pauses on that thread and can take it back when the agent is done.
Async follow-up
Anything that needs a human lands in the inbox as a ticket with the transcript, contact info, and captured fields. Agents follow up by email, WhatsApp, or SMS without making the customer wait in a live chat.
Everything Your Team Needs to Work the Queue
An AI-first helpdesk is still a helpdesk. Your team gets the tools they expect, minus the busywork.
Unified inbox
Chat, WhatsApp, email, phone, and SMS in one queue. Filter by channel, status, owner, or agent-requested.
Statuses, owners, priorities
Set status, assign an owner, and flag priority from the details panel. Nothing falls between AI and human work.
AI-drafted replies
Grounded, source-cited drafts on every ticket. Send, revise with one click, or write your own with AI polish.
Triggers and assignment rules
Route by channel, topic, language, or customer. Auto-assign to the right team the moment a ticket arrives.
Tags and custom fields
Tag automatically or by hand, and track the fields your business cares about on every conversation.
Sentiment and aging alerts
Get alerted when a customer is frustrated or a ticket has waited too long, before it becomes an escalation.
CSAT surveys
Ask customers how it went after every resolution, AI or human, and see scores by channel and agent.
Internal notes
Private notes for teammates on any conversation. Clean handoffs across shifts, never visible to the customer.
Captured details
Procedures collect order numbers, account info, and intake fields during the AI conversation, so agents start with facts.
AutoQA on every conversation
Automatic quality reviews score AI and human conversations against your rules, with failures surfaced on the dashboard.
Topic and sentiment analytics
Conversations cluster into topics automatically, with new and trending issues flagged before they flood the queue.
Export and reporting
Dashboards for chat, case, deflection, and AI impact, plus one-click CSV export.
See AI and Human Performance on Every Channel
Track how much the AI resolves on each channel, how fast your team replies, and how customers rate the experience. Topics cluster automatically and are colored by sentiment, so you catch a spike in refund questions before it floods the queue. AutoQA scores every conversation, so you know the AI is not just fast but right.
Run It Standalone, or Bring Your Own Helpdesk
AI helpdesk software pairs a support workspace with an AI agent that understands, resolves, and scores customer conversations. Teams adopt it in one of two ways, and IrisAgent supports both.
A helpdesk with AI built in
One workspace where the AI agent and your human agents share the same inbox across every channel. The AI resolves common questions, and your team works the rest with statuses, owners, notes, and AI-drafted replies.
An AI layer on the helpdesk you already use
The AI works inside Zendesk, Salesforce, Intercom, or another existing system. It resolves conversations up front and hands off tickets with full context, so your team keeps its current workflows.
Already on one of these? The AI layers on top. No rip-and-replace.
Zendesk
Salesforce
Intercom
Freshdesk
HubSpot
GorgiasHelpdesk Pricing
Simple per-agent pricing for the full helpdesk. AI is priced separately.
Annual
$35
per agent / month, billed on a 12-month term
Monthly
$45
per agent / month, month-to-month
Every agent seat includes
- Ticketing across email, live chat, WhatsApp, and phone
- CSAT surveys
- Tags and custom fields
- Triggers and assignment rules
- Sentiment and aging alerts
- Analytics across every channel
AI features, including the AI agent, voice AI, and agent assist, are priced separately. See AI pricing. Phone carrier and WhatsApp messaging fees are passed through at cost.
Calling costs
Phone numbers and call minutes are billed monthly at carrier cost, with no markup. You can use a number from IrisAgent or forward your existing number to it. Rates for a US line:
| Local phone number | $1.15 / month |
| Toll-free phone number | $2.15 / month |
| Inbound calls to a local number | $0.013 / min |
| Inbound calls to a toll-free number | $0.026 / min |
| Outbound calls | $0.018 / min |
Per-minute rates include the agent's browser connection. Rates for numbers and calls in other countries vary by carrier and are available on request.
Enterprise Security Without Enterprise Complexity
Every conversation on every channel is protected by the same controls.
SOC 2 Type II
Independently audited security controls.
Encrypted everywhere
In transit and at rest, with role-based access.
PII handling built in
Sensitive data detected and protected.
Your data stays yours
Never used to train shared models.
Questions to Ask When Evaluating AI Helpdesk Software
Every vendor demo looks good. These questions separate the tools that will hold up on your real ticket volume from the ones that will not.
Does it fit your current helpdesk?
Ask whether you have to migrate tickets, macros, and workflows, or whether the AI can work inside the system your team already uses.
Where do the answers come from?
AI replies should be grounded in your own knowledge base, past tickets, and procedures, with sources you can check.
Who decides when a person takes over?
You should control the escalation rules, and every handoff should carry the full conversation so customers never repeat themselves.
How is quality reviewed?
Look for automatic scoring of AI and human conversations against your own quality rules, not just deflection counts.
What are the security controls?
Confirm certifications, encryption, access controls, PII handling, and whether your data is used to train shared models.
How does pricing scale?
Understand whether you pay per seat, per conversation, or per resolution, and what happens to cost as volume grows.
What to establish before a pilot
- Pick two or three high-volume support workflows to start with.
- Review the knowledge sources the AI will answer from, and fix gaps first.
- Decide which conversations always go to a person, and who owns them.
- Agree on how you will measure resolution quality before you go live.
Comparing broader options for support automation? See our guide to AI for customer support.
operations
AI Helpdesk FAQ
Not ready for a hosted help desk yet? Compare the open source help desk software worth self-hosting, and what each one really costs once you count maintenance.
Still comparing vendors? See our roundup of the best customer service software in 2026, from Zendesk and Freshdesk to Gorgias, with list pricing and a 20-agent cost table.
Looking for internal IT support instead? See the AI IT Agent for your employee IT helpdesk and service desk.