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To use IrisAgent for AI automation, connect your helpdesk (ticketing system) so IrisAgent can import tickets and knowledge, train on your content, and deploy answers inside the tools your team already uses. This page is the umbrella how-to. Follow the linked provider and deploy guides for click-by-click steps.

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Overview

  1. Connect your ticketing system (and optional knowledge sources)
  2. Wait for the initial backfill / indexing to finish
  3. Validate answers in the IrisGPT Playground
  4. Deploy Agent Assist, chat, ticket triggers, or deflectors
  5. Turn on procedures, AutoQA, and other automation
For a longer checklist with invite, procedures, and 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 choose your provider.
  3. Authorize IrisAgent (OAuth or API token, depending on the provider). Intercom starts from the Platforms page.
  4. Confirm tickets and the built-in helpdesk knowledge base begin syncing.
Pick your provider guide: Your ticketing system’s built-in knowledge base usually syncs automatically. See Ticketing System KB.

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Step 2. Add optional knowledge and context

Connect extra sources when tickets alone are not enough: If you support multiple products, configure Product Segmentation so each ticket retrieves the right articles.

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Step 3. Validate before you go customer-facing

  1. Open AI Products → Chatbot (Playground) and ask real support questions.
  2. Check that answers cite the articles you expect.
  3. Spot-check grounding with Support Analyst Answer Grounding QA on a sample case.
  4. Read Understanding grounded answers and About the Hallucination Removal Engine if you are tuning refusal behavior.
Optional low-risk production step: enable private AI answers as internal ticket notes via Automate → Case Triggers (see Onboarding) so agents see suggestions before customers do.

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Step 4. Deploy where work happens

Choose one or more surfaces. Each link is the detailed install guide: Agent Assist (copilot inside the helpdesk) Chat and messaging Ticket automation and deflection Internal bots

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Step 5. Turn on ongoing automation and QA

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FAQ

Do I need a separate knowledge base product? No. Many teams start with the helpdesk KB that syncs with the ticketing connection. Add Confluence, public docs, or uploads when you need more coverage. Can I connect more than one ticketing system? Yes. Use Data Sources → Ticketing System for additional providers after the first connection. Where do I change the integration user or token? See Change Integration User. What if answers look wrong after connect? Confirm sync finished, check Playground citations, then review grounding and hallucination docs above. Fix KB gaps before widening automation. Need a guided setup: email contact@irisagent.com or book time with your IrisAgent CSM.