Updates and improvements to CustomerIQ

January 30, 2024

Zendesk Integration

Zendesk Integration

Customer support tickets are a source of truth for customer issues. Traditionally, product teams manage issues from support reactively. We triage issues as bugs/requests when they get sent from support or CS. It's a manual process, where trends and broader issues are recognized on a hunch rather than data.

Today that changes.

Now you can connect Zendesk to CustomerIQ and gain visibility into trends across all your support tickets in real-time. This has massive benefits for product and service teams:

  1. Product teams can prioritize work based on data you're seeing in support tickets. Is there tech debt we need to prioritize resolving? Are there common issues we can solve with UX or optimization? What can we do to reduce tickets in certain categories?
  2. Support teams can categorize issues for crystal clear reporting. You can use Discover (in a view) to automatically categorize tickets or use classification to sort tickets into pre-defined categories. In both cases it's as simple as clicking a button.

Immediately after connecting Zendesk you can build views to understand top feature requests, pain points, billing issues, questions, and more hidden in your tickets.

How to connect Zendesk

  1. If you don't already have a CustomerIQ workspace, sign up free here.
  2. Go to apps & integration
  3. Select Zendesk and authorize
  4. Go to Folders, you should see your tickets imported and analyzing
  5. Go to Views, filter by Zendesk and discover or classify categories.

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