Overview
Not every piece of useful support knowledge lives in a ticketing system or a knowledge base. Product one-pagers, internal runbooks, policy documents, and exported FAQ spreadsheets are often scattered across drives and wikis. File upload lets you bring that content into IrisAgent directly. Once uploaded, it is indexed alongside your other data sources and used to suggest articles and resolutions that match an incoming support case, for both support agents and customers. Use this option when the content is not already reachable through one of the connected integrations. If the content does live in a connected system, prefer that integration instead, because it stays in sync automatically as the source is updated.Upload Custom Content
- Go to Data Sources → Files on the IrisAgent dashboard.
- Open CSV Articles or PDF Documents, select your file, and click the corresponding upload button.
Keeping uploaded content current
Uploaded files are a point-in-time snapshot. They do not re-sync on their own, so re-upload the file whenever the underlying document changes materially. For content that changes often, a live integration is a better fit than a file upload.Related data sources
- Ticketing System KB for the knowledge base built into your ticketing system
- Public Websites for documentation, tutorials, and blogs published on your site
- Confluence for internal knowledge held in Atlassian
Data governance and security
Data between customer environments and IrisAgent’s systems is always encrypted at rest and during transmission, authenticated at each endpoint, monitored for integrity, and protected by enterprise-grade security protocols.- IrisAgent removes PII data and does not store any PII data on our servers.
- IrisAgent does not share any data with third parties.
- IrisAgent is SOC 2 Type II compliant and GDPR compliant.