IrisAgent Installation Guide for Zendesk


Introduction


IrisAgent delivers proactive customer support with AI-powered alerting, automated resolution, and correlation of support tickets and product issues. IrisAgent’s AI-powered support solution reduces support ticket resolution time by 45%, improves agent performance, and enhances communications between agents, customers, and internal technical teams to reduce escalations by 60%. It proactively discovers trending issues instead of waiting for customers to report them.

Sign up on IrisAgent's Dashboard


  1. Go to the IrisAgent dashboard and sign in either GSuite or Microsoft SSO.SSO
  2. Click on Connect with Zendesk. Give the OAuth permissions and click on Allow. This will automatically connect with both Zendesk tickets and Zendesk Guide.
    SSO
  3. This step is optional. If you want to connect with more platforms, such as Jira, Confluence, PagerDuty, etc., navigate to Manage Integrations on the bottom left and connect with the relevant platforms.

Install the IrisAgent app into your Zendesk account


  1. Navigate to IrisAgent's listing on the Zendesk Marketplace.
  2. Click on Install and follow the next steps.
    SSO


Details about IrisAgent's Zendesk integration


  1. IrisAgent uses read write scopes for the OAuth integration with Zendesk.
  2. Out of the box, IrisAgent does not perform any write actions to Zendesk and only reads Zendesk tickets and other data as new tickets come in.
  3. IrisAgent explicitly de-duplicates requests sent to Zendesk to ensure that it doesn't exhaust the quota.
  4. IrisAgent honors your Zendesk's account rate limits and does not make any unnecessary API calls to Zendesk. If in case, it gets a 429 Too Many Requests status code, it backs off and retries as per the official RFC instructions.
  5. There are optional opt-in features of IrisAgent that leverage the write OAuth scope, such as writing automatic tags and adding private notes with AI insights to Zendesk tickets. Customers have to explicitly opt-in to these features. The write actions are performed safely, monitored via audit logs, and can be disabled easily from the UI.

The above steps will complete the installation of IrisAgent. Please email us once these steps are completed, and our team will start setting up the machine learning models for your account.

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