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Support Analyst is an AI-powered conversational interface built into IrisAgent that lets support leaders and agents query their ticket data using natural language. Instead of building dashboards or writing filters, you simply ask questions like 'Show me tickets with negative sentiment' or 'Find open tickets about billing' and get structured, actionable results in seconds.

You can ask virtually anything about your support data. Common queries include searching tickets by topic, status, or priority; analyzing customer sentiment trends; getting detailed ticket timelines; identifying recurring issues; comparing metrics across time periods; and surfacing tickets that need immediate attention. Support Analyst understands natural language, so you don't need to learn any query syntax.

Support Analyst uses advanced NLP models to analyze customer communications within tickets and assign sentiment scores ranging from Very Negative to Very Positive. It considers the full context of customer messages, not just individual words, to accurately gauge customer satisfaction. You can ask it to surface tickets with negative sentiment to proactively address at-risk customers before they churn.

No. Support Analyst works out of the box with your existing IrisAgent ticket data. There are no dashboards to build, no queries to configure, and no integrations to set up. Simply navigate to the Support Analyst page in your IrisAgent dashboard and start asking questions.

Support Analyst queries your actual ticket data directly, so the results reflect your real support operations. The AI understands context and intent in your questions, translating natural language into precise data queries. It also shows you which tools and searches it used to arrive at its answers, giving you full transparency into the process.

Yes. Support Analyst is ideal for ad-hoc reporting that would normally require building custom dashboards or exporting data. Ask questions like 'How many tickets did we resolve this week?' or 'What are the top 5 issues this month?' and get instant answers with structured tables and insights. It's like having a data analyst on your team who knows your ticket data inside and out.