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Zendesk
Connect Zendesk to monitor ticket volume, resolution speed, triage time, and CSAT in real time. DataLight instantly flags anomalies, pinpoints causes, and helps protect customer experience.
When support metrics shift, like a surge in critical tickets or a drop in CSAT, you need answers immediately. DataLight + Zendesk integration transforms raw ticket data into a proactive intelligence system. Our AI finds the exact channel, agent group, or customer tier driving the change and delivers clear recommendations for faster resolution.
Benefits
Protect CX Health: Instantly flag unusual spikes in negative feedback, ticket backlog, or resolution time to safeguard CSAT and retention.
Automated Root Cause: When metrics change, DataLight checks every segment (channel, tag, tier) to pinpoint the cause—cutting investigation time from hours to minutes.
Context That Matters: Connect Zendesk data with external events (like outages or product releases) to reveal real cause-and-effect.
Effortless Setup: Create monitoring rules in plain English. No need for complex reports, SQL queries, or extra dashboards.
Use Cases
Support Managers: Monitor agent efficiency and quickly flag spikes in ticket response or resolution times. Segment insights by team, channel, or region.
Product Teams: Detect high-volume ticket topics or sudden spikes in recurring error reports. Fix product issues faster with segmented data.
Business Leaders: Stay growth-focused while getting proactive alerts on KPIs like NPS or CSAT—without sifting through dashboards.
Data Analysts: Automate monitoring across hundreds of support metrics to free time for deep analysis and strategy.
How it works
One-Click Connect: Authorize Zendesk via secure OAuth.
AI Scans History: DataLight analyzes historical patterns to suggest the best KPIs to monitor.
Set Alerts by Chat: Simply type, “Alert me if CSAT drops below 80%.” Your rule is active instantly.
Get Actionable Alerts: Receive AI-driven alerts with segmentation (e.g., by channel or agent) plus context to resolve faster.
Security
Your Zendesk data is handled via industry-leading protocols:
Read-only Access: DataLight can only read your Zendesk data. We cannot create, edit, or delete tickets, comments, or settings.
Encrypted Storage: Extracted data is encrypted, pseudonymized, and stored in segregated vaults.
Full Control: Disconnect access anytime directly from Zendesk settings.
FAQs
Answers to top questions
Explore detailed answers to the most commonly asked questions about our platform, features, integrations
What Zendesk metrics can DataLight monitor?
DataLight tracks key support KPIs such as ticket volume, resolution time, triage speed, customer satisfaction (CSAT), and agent productivity. You can also customize alerts for the metrics that matter most to your team.
How does DataLight detect the root cause of ticket spikes?
When a change is detected, DataLight automatically segments Zendesk data by agent, channel, customer tier, or ticket tags. This lets you instantly see the exact source of issues like rising backlog, negative feedback, or recurring errors.
Does DataLight modify or change any Zendesk tickets?
No. DataLight has read-only access. We cannot create, edit, or delete tickets. All data is securely encrypted and can be disconnected from your Zendesk account at any time.
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