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Agent Assist is an AI sidebar inside your ticketing system (Zendesk, Salesforce, Intercom, Freshworks, and others). It appears automatically when you open a ticket once your admin has connected IrisAgent. Admins choose which sections you see, so yours may differ from this list.

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IrisGPT Chat

Ask any question about the ticket or your product and press Enter. IrisGPT answers from your knowledge base, past tickets, and connected docs, with links to its sources. Examples: “How do I reset a customer’s password?” or “Has this customer reported this issue before?”

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Suggested Resolution

An AI answer generated when the ticket first loads, based on your knowledge base, past tickets, and any matching procedures. If a procedure matches, the answer follows it (including Custom API steps) and shows a Generated from procedure callout with a View procedure link.
  • Refine: opens Refine Resolution. Describe the change (for example, “make this shorter”) and the card updates. Refine always starts from the original suggestion.
  • Send to Draft (Zendesk) or Insert into Email (Salesforce): puts the answer in the reply editor so you can edit before sending. In Salesforce, use IrisAgent Sidebar: Inline Email on the Case record page and keep the standard Email action visible in the Case Feed publisher. Not available on Jira Service Management.
  • Thumbs up/down rates the answer.

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Dynamic Resolution

Generates a fresh answer on demand using every comment on the ticket so far. Use it for tickets with a lot of back and forth.
  1. Click the refresh icon in the Dynamic Resolution section.
  2. Click it again after new comments to regenerate.
  3. Use Refine or Send to Draft (Zendesk only) as with Suggested Resolution. If a procedure matched, use View procedure to review it.

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Case Summary

A short AI summary of the ticket and its conversation, so you can pick up a ticket without reading the whole thread.

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Case Priority

A priority score (0 to 100), a priority label (Critical, High, Medium, or Low), and how long the ticket has been open.

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Case Sentiment

The customer’s tone, shown as Negative, Moderate Negative, Neutral, Moderate Positive, or Positive. See Ticket Sentiment.

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Customer Overview

The customer’s open and total tickets, health score, and average sentiment. Click Check full details to open their full profile in the IrisAgent dashboard.

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Similar Cases

Past tickets similar to this one, each linking to the original ticket, so you can see how it was solved. Search articles, past tickets, and connected issue trackers (such as Jira) in one place. Type at least three characters. Results are grouped into Articles, Cases, and Issues.

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Jira / issue tracking

If Jira is connected, you can:
  • View Jira issues linked to the ticket
  • Link an AI-suggested issue
  • Create a new Jira issue (pick a project and issue type, and add a summary)
Admins can customize the Jira description template and Jira-to-Zendesk field sync.

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Macro Resolution (Zendesk only)

AI-recommended macros for the ticket. Click one to apply it.

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Feedback

Use thumbs up or down on any section. Your ratings improve IrisAgent’s accuracy over time.

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Configuration

Admins choose which sections appear, their order, and which agent roles see them, in the IrisAgent dashboard under Agent Assist settings. Setup guides: Zendesk, Intercom, Salesforce, Freshworks, Jira, Jira Integration Settings.

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Search from Confluence

You can also embed the AI Search widget in Confluence. Paste the Website Search Widget snippet into a JavaScript-enabled HTML macro. If only an iFrame macro is available, use a hosted page that contains the widget. It uses the same widget key and knowledge as your AI Search deployment, needs no extra sign-in, and does not see the current ticket.

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FAQ

Does the sidebar slow down my ticketing system? No. It loads asynchronously. Can I hide sections? Yes. Ask your admin. How current is the Suggested Resolution? It is generated when the ticket loads. For the latest context, use Dynamic Resolution. What data does IrisAgent use? Your knowledge base, past tickets, connected docs (Confluence, Notion, etc.), issue trackers, and matching procedures. It never uses other customers’ data. Is my data secure? IrisAgent is SOC 2 Type II certified and GDPR compliant. All data is encrypted at rest and in transit.