Skip to main content

​
Overview

Check out this video for a quick overview of setting up IrisAgent on Zendesk.

​
Connect Zendesk to IrisAgent


  • Choose Zendesk as your ticket source:
    • During onboarding: on the Connect your first data source step, choose Ticketing system, then pick Zendesk.
    • Later, or to add Zendesk alongside an existing source: go to Data Sources → Ticketing System in the left navigation and pick Zendesk.
  • Give the OAuth permissions and click on Allow. This will automatically connect with both Zendesk tickets and Zendesk Guide/Knowledge.

  • To connect more platforms later, such as Jira, Confluence, or Salesforce, go to Data Sources in the left navigation and open the relevant section.

​
Install IrisAgent app into your Zendesk account

  • Navigate to IrisAgent’s listing on the Zendesk Marketplace.
  • Click on Install and follow the next steps.
    IrisAgent app listing on Zendesk

​
Create tickets from procedures

When Zendesk is your active ticketing provider, Create Zendesk ticket is automatically available in the procedure editor under Actions → Connected actions. It uses this Zendesk connection, so you do not need to provision a separate Custom API or credential. Add the information you want the AI to collect, including a caller email if you need it as the ticket’s requester email, and insert {{Create Zendesk ticket}} at the appropriate step. See Create Zendesk tickets from a procedure for setup, supported requester and subject fields, and a voice answering-service example.

​
Knowledge base: every Zendesk brand

Connecting Zendesk imports tickets and Zendesk Guide. Help Center articles are requested per brand, not only from the primary subdomain. Zendesk requires a brand-specific Help Center host. IrisAgent lists every active brand that has a Help Center, then ingests incremental articles from each brand subdomain. Deletion checks search the originating brand first and only drop an article after every brand returns 404. If a second brand’s Help Center looks empty in IrisAgent, check that the brand is active and has a Help Center. You do not need a second Zendesk connection. If IrisAgent cannot list brands (Zendesk returns 403 or 404), it ingests from the subdomain you configured on the token. Other list errors fail ingest instead of guessing. After you connect Zendesk, macro suggestions turn on automatically. If Jira is also connected, administrators can customize Jira issues created from Agent Assist and sync linked Jira fields into Zendesk ticket fields.