Connecting your helpdesk for AI automation

Connect your ticketing system to IrisAgent, then deploy AI answers, copilot, and automation. Links to provider-specific guides.

Connect your helpdesk so IrisAgent can import tickets and knowledge, learn from them, and work inside the tools your team already uses. Each step links to the detailed guide.

No helpdesk yet? IrisAgent includes one. See IrisAgent Helpdesk.

For a longer checklist (invites, procedures, AutoQA), see Onboarding.

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Step 1. Connect the ticketing system

1. Sign in at web.irisagent.com.
2. Complete the onboarding wizard, or go to Data Sources → Ticketing System and pick your provider.
3. Authorize IrisAgent (OAuth or API token, depending on the provider).
4. Wait for tickets and your helpdesk knowledge base to finish syncing.

Helpdesk	Setup guide
Zendesk	Zendesk
Salesforce	Salesforce
Intercom	Intercom
Freshworks	Freshworks
Jira Service Desk / Jira Software (as ticketing)	Jira Software or Service Desk
HubSpot Service	HubSpot
Helpshift	Helpshift
Zoho Desk	Zoho Desk
Outlook (email as intake)	Connect Outlook

Your helpdesk’s built-in knowledge base usually syncs automatically. See Ticketing System KB.

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Step 2. Add more knowledge (optional)

• Confluence
• Public Websites
• Upload Content (CSV or PDF)
• Jira Software (bug tracking)
• Salesforce CRM (account context)
• Custom APIs (live data in workflows)

Support several products? Set up Product Segmentation so each ticket uses the right articles.

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Step 3. Test before customers see answers

1. Open AI Products → Chatbot and ask real support questions.
2. Check that answers cite the articles you expect.
3. Spot-check grounding on a sample case with Support Analyst Answer Grounding QA.
4. To tune when the AI declines to answer, read Understanding grounded answers and About the Hallucination Removal Engine.

Low-risk first step: post AI answers as private internal notes with Automate → Case Triggers (see Onboarding), so agents see suggestions before customers do.

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Step 4. Deploy

Agent Assist (copilot in the helpdesk)

• Agent Assist / Copilot App (feature tour)
• Deploy Agent Copilot (install)
• Sidebar on Experience Cloud

Chat and messaging

• Chatbot on Website
• Zendesk Messaging
• Intercom
• Freshchat
• WhatsApp
• WhatsApp via your help desk
• Zendesk Help Center chatbot

Ticket automation and deflection

• Tickets / Case Triggers
• Ticket Deflector on Zendesk
• Case Deflector on Salesforce

Internal bots

• Slack
• Microsoft Teams

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Step 5. Turn on automation and QA

• Workflows and ticket automation
• AutoQA for conversation quality rules
• AI Response Style for answer tone

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FAQ

Do I need a separate knowledge base? No. Many teams start with the helpdesk KB that syncs with the ticketing connection.

Can I connect more than one ticketing system? Yes. Add more from Data Sources → Ticketing System.

How do I change the integration user or token? See Change Integration User.

Answers look wrong after connecting? Confirm the sync finished, check citations in the chatbot, and fix knowledge gaps before you widen automation.

Need help? Email [e-mail] or contact your IrisAgent CSM.