Ticket Sentiment

See AI sentiment for every support ticket and write it back to your ticketing system

IrisAgent uses AI to detect the emotional tone of each ticket, so your team can spot unhappy customers and respond quickly.

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In the Agent Assist sidebar

Every ticket shows a sentiment in the Agent Assist sidebar (Zendesk, Salesforce, and others): Positive, Moderate Positive, Neutral, Moderate Negative, or Negative. To hide the sentiment widget from certain agents, contact us.

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On the dashboard

Go to Overview in the IrisAgent dashboard. The Cases that need attention table shows the sentiment and priority score for your most problematic tickets. Sort by sentiment to see who needs help first.

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Write sentiment to your ticketing system

Add sentiment as a tag so agents see it without opening IrisAgent.

1. Go to Automate → Case Triggers and click Create New Trigger.
2. Add a condition. To cover all tickets, add Ticket Content with an empty value.
3. Under Actions, select Write custom tag.
4. Enter {{ticket.sentiment}} in the text box.
5. Click Add New Trigger.

IrisAgent then writes the sentiment score (a number from -100 to 100) to the ticket’s Tags field.

Need help? Email us.