IrisAgent

IrisAgent

Proactively predict customer issues. See similar tickets and user sentiment

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Infrastructure Outage Visibility for Customer Support

In today's world of DevOps and fast software release cycles, there are outages and issues that happen every now and then in your own infrastructure. Many of these outages are customer facing and severely impact customer experience, resulting in the creation of new support tickets from customers.

Iris with PagerDuty app surfaces any outage or incident in your infrastructure that is causing support tickets. For every ticket, we show if there are any matching ongoing outages based on our novel machine learning platform.

This can help you in the following ways:

  • Resolve tickets more quickly.

  • Estimate the support impact of every outage in your infrastructure.

  • Proactively manage customer support, manage customer expectations and build customer loyalty.

Discover Similar Support Tickets from before

Using NLP and AI techniques, we detect older tickets with the same reason and resolution so that you don't have to reinvent the wheel every time. This can greatly help you reduce your MTTR (Mean Time to Resolution) for tickets.

Search Knowledge Base

  • See Search results from the Help Center without leaving the ticket page

  • Spend less time searching for answers and find the best matching articles to help resolve the ticket faster

Automatic Tagging and Sentiment Analysis

  • See automatically generated tags for granular product features and ticket reasons. With analytics built-in, discover insights like which product features get most 'how-to' tickets.

  • Know the sentiment score for every ticket and predict and prevent customer escalations.

  • Discover features being talked about most negatively and improve documentation and potential bugs.

Prerequisities

  1. [Optional] PagerDuty/Opsgenie account and tracking of incidents.

  2. [Optional] Read-only API key/token for PagerDuty/Opsgenie. Follow steps these steps for PagerDuty and these steps for Opsgenie to generate a Read-only API Key/Token.

  3. [Optional] Sentry account

  4. [Optional] Read-only Auth token for Sentry. Follow steps here to generate one.

Installation Steps

  1. Click on the Install button on the top.

  2. [Optional] Provide the PagerDuty or Opsgenie API key/token on the installation page (steps to generate it are detailed above).

  3. [Optional] Provide the Sentry Auth token on the installation page (steps to generate it are detailed above).

  4. Click on the Install button on the bottom.

  5. Open any ticket with a link such as https://<your-domain>.zendesk.com/agent/tickets/3 to see the app in action.

Contact us if you run into any issues.

App Details

  • Author: IrisAgent
  • Price: Free
  • Support: Email / Website
  • Version:2.0
  • This is an app. It will install right into your Zendesk Support account.

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