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A lightweight, drop-in JavaScript widget that adds AI-powered ticket deflection to your Zendesk Help Center. It listens to user input on the “Submit a Request” page and suggests relevant answers from your knowledge base before a ticket is created.

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Prerequisites

  1. Admin access to your Zendesk Help Center (Suite Growth or above, or Guide Professional or above)
  2. Access to IrisAgent dashboard

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Edit the Zendesk theme template

Edit your Zendesk Help Center theme to load the widget:
  1. Log in to Zendesk and click the Zendesk Products icon in the top bar, then select Knowledge
  2. In Knowledge admin, click the Customize design icon in the sidebar to open the Themes page
  3. Click Customize on your theme, then click Edit code
  4. Select new_request_page.hbs from the Templates section and paste the following code snippet after the last closing </div> tag (outside <div class="container">):
<script
  src="https://chatbot.irisagent.com/scripts/irisagent-deflector.js"
  data-api-key="YOUR_IRIS_AGENT_API_KEY"
  defer>
</script>
  1. Replace YOUR_IRIS_AGENT_API_KEY in the above code with your key by going to the Configure page on IrisAgent dashboard
  2. Since the IrisAgent Ticket Deflector replaces the built-in search bar, remove the entire <div class="search-container"> element and everything inside it.
<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>

Remember to replace YOUR_IRIS_AGENT_API_KEY with your actual API key (see step 5).

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Save, preview, and verify

After adding the script, confirm that the deflector behaves correctly before publishing:
  1. Click Save in the theme editor, then click Preview to open the help center in a new tab and navigate to the Submit a request page
  2. Enter a test subject and description; the deflector should surface suggested answers before the ticket is actually submitted
  3. Once satisfied, return to the Themes page and click Set as live theme to deploy the updated version to your production support form