IrisAgent vs Hide Ticket Fields

IrisAgent is a leader in customer support automation with AI-powered answers, tagging, and workflows that boosts agent productivity and automates tickets at scale. Self-learning and self-configuring AI Agents for chat, email, and voice to scale with your needs. Our AI Agents improve resolution times by 10x, deflect over 50% of chats, tickets, and calls, and reduce escalations by 60% with highly accurate AI insights without hallucinations. AI Agents & Copilots: Instant, Intelligent Answers with context Save agents’ time and effort by automating responses to common, repetitive tickets. IrisGPT, a GPT-powered chatbot and AI answering engine, can scan your data repository to resolve customer issues without human interaction. Automatically analyze previous tickets and knowledge base articles using our AI-powered resolution recommendation engine to identify and suggest appropriate responses. Automate responses to common “how to” tickets using our no-code tools. Automated workflows based on AI-powered tagging. Automatic tagging, sentiment analysis, and trend detection AI to instantly surface key issues, themes, trends, and sentiment in customer conversations. No more manual categorization—just actionable insights, delivered automatically. Our AI also analyzes Zendesk tickets for language cues that reveal sentiment. IrisAgent automatically: Routes tickets to the right agent based on their domain and expertise. Prioritizes tickets based on urgency and business impact. Detects sentiment behind Zendesk tickets to identify at-risk customers. Uses built-in analytics to identify those product features with the most negative reactions so support and product teams can better understand the source of the most 'how-to' tickets. Helps agents tailor conversations to the customer's product adoption journey and deeply empathize with their experiences – with the customer’s churn risk score, priority level and renewal dates at your agents’ fingertips. Automated ticket and chat routing IrisAgent intelligently routes tickets and chats to the right experts. You can configure routing based on agent skills, availability, expertise, capacity, workflow, and ticket complexity. Reduce response times and ensure optimal issue resolution. Set up complex and feature-rich routing rules and strategies based on attributes such as: Agent availability, time-off, work hours, time zone, skills or expertise, and capacity or workload limits Ticket tags, fields, complexity, product area, intent, etc. Customer account health scores, tier, revenue, etc. Support routing strategies include: Round Robin: Routing among available agents based on a basic approach of choosing all agent equally in. Weighted by Workload and Limits: Routing among available agents based on workload of the agents while enforcing individual agent's workload limits. AI-generated Knowledge Base from Solved Cases Turn solved cases into a powerful knowledge base – automatically. Close the knowledge gap. Automated knowledge article generation from solved cases KB gap analysis to identify outdated or missing content Resolve tickets with real-time product and user context Link Zendesk tickets with bugs, logs, and alerts from DevOps tools – Jira, PagerDuty, Datadog, Slack and others – to add context and prevent unnecessary engineering escalations. IrisAgent helps agents: Understand the true source of issues in real-time directly within Zendesk. Avoid delays caused by duplicative escalations by automatically consolidating similar tickets into a single escalation. Contact us for a personalized demo and discover your IrisAgent can optimize your support operations. Contact us if you run into any issues. Learn about your privacy and data security on our Privacy Policy page.

Hide ticket fields you don't want agents to see This simple and straight forward app hides ticket fields you select in the agent interface for all agents. Need more functionality? Should you have the need for more advanced and granular control and need to hide fields based on the role(s) or group the agent is a member of and/or based on the value of another ticket field, please try out the powerful Field Rules app. Bundle pricing When you're ready to fully implement processes and workflow automation across your business, you can get all SweetHawk apps bundled in the SweetHawk Suite app. Check out our pricing calculator and see the how much value you can unlock with the Suite. We take data privacy very seriously, please see our privacy policy. About us Our Zendesk apps are used every day by over 500,000 Zendesk agents. These apps simplify and solve common and complex challenges, such as ITSM change management, Employee Service, and project management. Some of our most popular apps are: Tasks & Subtickets - automatically create task lists within Zendesk tickets or create subtickets to assign responsibilities out across multiple agents or teams Approve - create flexible and auditable approval processes for your Zendesk workflows (even if your approvers aren’t Zendesk users!) Calendar - link calendar events with Zendesk tickets to make your planning process simpler Recurring Tickets - set up repeating workflows (like renewals or security audits) once, then Zendesk will create tickets to manage those processes at any intervals you’d like. Multilingual Agent Experience — Supported languages: 🇧🇷🇵🇹 Portuguese, 🇩🇪 German, 🇳🇱 Dutch, 🇪🇸 Spanish, and 🇯🇵 Japanese.