Ticket Deflector on Zendesk

Add the IrisAgent Ticket Deflector to your Zendesk ticket form to suggest AI answers before a ticket is submitted

The Ticket Deflector is a small script for your Zendesk Help Center. On the Submit a request page, it reads what the customer types and suggests AI answers and articles before they submit a ticket.

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Prerequisites

• Admin access to your Zendesk Help Center (Suite Growth or above, or Guide Professional or above)
• Access to the IrisAgent dashboard

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Add the script to your theme

1. In Zendesk, click the Zendesk Products icon in the top bar and select Knowledge.
2. In Knowledge admin, click Customize design in the sidebar.
3. Click Customize on your theme, then Edit code.
4. Open new_request_page.hbs under Templates. Paste this after the last closing </div> (outside <div class="container">):

<script
  src="https://chatbot.irisagent.com/scripts/irisagent-deflector.js"
  data-api-key="YOUR_IRIS_AGENT_API_KEY"
  defer>
</script>

5. Replace YOUR_IRIS_AGENT_API_KEY with your Business ID from Deploy → API Keys in the IrisAgent dashboard.
6. The deflector replaces the built-in search bar, so delete the whole <div class="search-container"> element.

Full example of new_request_page.hbs (with search-container removed)

<div class="container-divider"></div>
<div class="container">
  <nav class="sub-nav">
    {{breadcrumbs}}
  </nav>

  <h1>
    {{t 'submit_a_request'}}
    <span class="follow-up-hint">
      {{follow_up}}
    </span>
  </h1>

  <div id="main-content" class="form">
    {{request_form wysiwyg=true}}
  </div>
</div>

<script
  src="https://chatbot.irisagent.com/scripts/irisagent-deflector.js"
  data-api-key="YOUR_IRIS_AGENT_API_KEY"
  defer>
</script>

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Test and publish

1. Click Save, then Preview, and open the Submit a request page.
2. Type a test subject and description (at least 15 characters in total). Suggested answers should appear before you submit.
3. Back on the Themes page, click Set as live theme.