Text & sentiment analytics for Zendesk

Automatically tag every Zendesk conversation with sentiment, topic, urgency and more. Get granular insights and power automations like routing and prioritization.

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What our Zendesk integration does for you

Improve agent productivity
Auto-triage support queries to the right team in real-time and reduce your average handle time
Extract valuable insights
Make your ticket tags accurate and granular, and then turn those those into easy-to-access insights
Improve CX and sales
Automatically prioritise important customer queries based on urgency, risk, and sentiment

Accurately automate tagging at root cause level

SentiSum automatically tags every conversation with detailed topics and sentiment. You'll have valuable insights at your fingertips, which you can use to drive improvements business-wide.

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AI tagging support scaling

Collaborate against customer friction

With automated daily reporting, customisable views and company-wide access to insights, everyone can work together easily to tackle the drivers of customer frustration.

Reduce cost-to-serve with automation

With AI-based tags, you’re able to triage or prioritise inquiries based on their topic or sentiment. You’ll save time, improve customer experience, and increase sales.

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What's the impact?

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Quantify & confirm assumptions
Reduce weekly reporting time by 20x
Understand and tackle friction points

Zendesk Sentiment Analytics FAQs

What is sentiment analysis for Zendesk?

Sentiment analysis, also known as opinion mining, is a natural language processing technique used to identify and extract subjective information from text data.

When applied to Zendesk, sentiment analytics tools provide insights into the satisfaction of your customers. Combined with topic analysis in integrations like ours, analytics tells you what topics and issues are driving the greatest frustration for your customers.

What is text analytics for Zendesk?

Text analytics refers to the process of analyzing unstructured text data to extract useful information such as entities, topics, themes, and relationships. Sentiment analysis, on the other hand, is a specific type of text analytics that focuses on identifying and classifying the emotional tone or sentiment expressed in text data.

SentiSum combines both techniques to give deep customer insights and granular tagging capabilities.

What kind of Zendesk ticket insights can I get?

Support tickets can contain valuable insights that can help organizations improve their products, services, and customer support processes. Our customers use sentiment and text analytics to uncover common customer issues, customer satisfaction drivers, support agent performance, and product feedback issues.

Read our full guide to the importance and use cases of customer service analytics here.

What are the use cases of AI-powered ticket tags?

AI tags can help you reduce handle time, improve productivity and tackle ticket volume at the root cause. But they're also useful outside of the customer support department, for example in the product and marketing teams.

Here are 22 ways to use AI tags across your business.

Who's using Zendesk sentiment analytics?

Loads of them! Our clients include leading software companies like Hotjar and Hopin. Household names like James Villas and British Airways are also amongst our thriving customer base.

Read their case studies here and get some tips on your support processes.

What is the best tool for sentiment analysis?

SentiSum has developed a machine learning-based natural language processor specifically to tackle the complexities of customer support conversations. Our team handles all the complex parts, you get easy access to an intuitive insights and automation platform.

Visit our homepage to watch a short demo of our software in action.

Still have questions? Check the help center or email us at support@sentisum.com
Seamless Integration With 100s of Providers

SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.

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Catherine Onions
Head of Customer Service
British Airways

"With SentiSum, in less than 5 minutes, we are now able to understand the drivers of our advocacy from over 100k reviews."

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Joe Quinlivan
Head of Customer Care

"SentiSum is easy to set up and the insights are accurate. Every team has started using customer conversation insights!"

Johannes Ganter
Head of CRM & Digital
James Villas

"We're very impressed by the technology itself, but even more so by the relentless effort the team puts in to support our specific use case."

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