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IrisAgent connects to Helpshift with an API key your Helpshift admin creates. You control the key’s permissions (read-only or read and write) and can revoke it at any time. IrisAgent then ingests your Helpshift issues, messages, tags and custom issue fields for agent assist, AI tagging and routing, trending incident detection, AutoQA and AutoKB.

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1. Create an API key in Helpshift

You need the Helpshift Admin role.
  1. In Helpshift, go to Settings > APIs.
  2. Under REST APIs, click Add partner and enter the partner email from the IrisAgent team.
  3. Choose a permission level:
    • Read-only (recommended to start): ingestion, agent assist, tagging suggestions, incident detection, AutoQA and AutoKB.
    • Read & Write: also lets IrisAgent write tags, custom issue fields and notes back to your issues.
  4. Click VIEW API KEY and copy the key.
The key belongs only to IrisAgent, separate from your other integrations. You can change its permissions or delete it on the same page.

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2. Share it with IrisAgent

  1. Sign in to the IrisAgent dashboard with Google, Microsoft or Okta SSO.
  2. Send the IrisAgent team your Helpshift domain (the <domain> in <domain>.helpshift.com) and the API key. IrisAgent validates the key and starts ingesting your issues.
To connect other platforms later, such as Jira, Confluence or Salesforce, open Data Sources in the left navigation.

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Knowledge sources

  • Helpshift FAQs: ingested automatically through the same connection.
  • Public help center or website: add the URL under Data Sources → Website. See Public Websites.
  • Other sources: Confluence, uploaded documents and custom knowledge APIs.

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Agent copilot in Helpshift

Helpshift has no app framework for its agent dashboard, so IrisAgent delivers the copilot through:
  • IrisAgent browser extension: shows suggested resolutions, similar cases and knowledge next to the Helpshift issue. No Helpshift setup needed.
  • Write-back (Read & Write key): adds suggested tags and custom issue field values to the issue.
  • IrisAgent dashboard: triage analytics, trending incident alerts, AutoQA reviews and AutoKB drafts.

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Real-time updates (optional)

By default IrisAgent polls the Helpshift API at regular intervals. For faster updates, your admin can add a webhook under Settings > APIs > Partners webhooks, pointing at the endpoint the IrisAgent team provides. Questions? contact@irisagent.com