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T
Trent12
May 8, 2024
Feedback submitted

Organization Ticket Summarization for Churn Review

Related products:AI
  • May 8, 2024
  • 2 replies
  • 37 views

It would be incredibly helpful to have an AI review all tickets related to an organization, specifically to identify:

  • What was the issue?
  • Was it resolved?
  • Was support good?
  • Was support bad?
  • What was the customer sentiment?

Currently we have to ask a team member to manually audit all the tickets, but it would be great to have this automated.

      2 replies

      Shawna James
      Shawna JamesCommunity Manager
      Community Manager
      May 8, 2024
      Hello Trent, 
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
       
      For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
      N
      Nairobi
      June 12, 2026

      This is something most Zendesk setups handle reactively —

      by the time a ticket gets manually escalated, the customer

      has often been frustrated for days.

      After 22 years in support ops, I noticed the signals are

      always there early: legal language, repeated contacts,

      competitor mentions, CEO involvement. They just get buried

      in volume.

      I built a Zendesk sidebar app that scores every ticket for

      escalation risk in real time — happy to share if useful, or

      just curious how your team catches these signals today.

      I think what you are looking for can be achieved with this as you can do a post closure audit with it.

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