IrisAgent is a customer support insights platform that automatically finds the reason behind any support ticket. It can identify when an IT incident (outage/product failure), feature regression/bug or a related issue from past is the root cause of a support ticket. This helps in resolving support tickets faster and generating alerts and insights about IT incidents and feature releases. Learn more about PagerDuty and sign up for a free trial.

PagerDuty + IrisAgent Integration Benefits

  • Understand the customer support impact of incidents in your infrastructure
  • Prioritize incidents that have high customer support burden and resolve them quickly
  • Know which customers are getting impacted by infrastructure incidents and proactive reach out to them to manage their expectations
  • Incidents and escalations are synchronized across PagerDuty and Zendesk as they update

How it Works

  • IrisAgent monitors incidents on PagerDuty in real time and using machine learning, figures out which customer support tickets in Zendesk have been caused by PagerDuty incidents.
  • Once you install IrisAgent on your Zendesk platform and connect it with PagerDuty, you will see list of PagerDuty incidents causing support tickets in Zendesk platform.

Requirements

  • PagerDuty integrations require an Admin base role for account authorization. If you do not have this role, please reach out to an Admin or Account Owner within your organization to configure the integration.
  • Zendesk integrations require an Admin base role for account authorization. If you do not have this role, please reach out to an Admin or Account Owner within your organization to configure the integration.

Support

If you need help with this integration, please contact us

Integration Walkthrough

IrisAgent steps
  • Sign into the Dashboard with GSuite or Salesforce account
  • Connect with your customer support platform using OAuth
  • Connect with PagerDuty by clicking on "Manage Accounts" in the drop down menu after clicking on your email address on top right

PagerDuty steps
You will need a read-only API key/token from PagerDuty. Follow steps here to generate one.

[Optional] Zendesk steps
  • Login to your Zendesk account and go to this app listing page on Zendesk
  • Click on the Install button on the top
  • Provide the PagerDuty API key/token on the installation page (generated by following these steps)
  • Click on the Install button on the bottom
  • Open any ticket with a link such as https://{sub-domain}.zendesk.com/agent/tickets/3 to see the app in action

How to Uninstall

  • In Zendesk, click on Settings -> Manage to see the list of your installed apps
  • Select this app and click on Delete to uninstall the app