Capabilities
| Feature | Description |
|---|---|
| Customer Signals | Zendesk tickets automatically surface as customer signals |
| AI Classification | Tickets are categorized as bugs, feature requests, complaints, or questions |
| Urgency Detection | AI analyzes ticket content to assign urgency levels |
| Revenue Attribution | Link customer MRR to signals to identify revenue at risk |
| Cross-Platform View | See Zendesk signals alongside Intercom, Gong, and other sources |
| Code Correlation | Connect customer issues to related code and commits |
| Business Impact Analysis | Correlate completed work with support tickets to measure impact |
Connecting Zendesk
Start Connection
Click the Zendesk card to open the connection page, then click Connect Zendesk Account
Authorize Access
You’ll be redirected to Zendesk to authorize Kasava. Review the permissions and click Allow
Kasava uses secure OAuth 2.0 authentication. Your Zendesk credentials are never stored—only an access token for API calls.
Customer Intelligence Dashboard
Once connected, Zendesk tickets appear in your Customer Intelligence dashboard. This centralized view helps you understand what customers are saying across all support channels.Accessing Customer Intelligence
- Navigate to your Product
- Click the Customer Intelligence tab
- Zendesk signals will display alongside other sources
Signal Types
Kasava’s AI automatically classifies incoming Zendesk tickets into signal types:| Signal Type | Description |
|---|---|
| Bug Report | Customer-reported issues and defects |
| Feature Request | Requests for new functionality |
| Question | General questions about your product |
| Complaint | Expressions of dissatisfaction |
| Churn Risk | Signals indicating potential customer churn |
| General Feedback | Other customer feedback |
Urgency Levels
Each signal is assigned an urgency level based on AI analysis:| Urgency | Description |
|---|---|
| Critical | Requires immediate attention, potential business impact |
| High | Important issue affecting customer experience |
| Medium | Standard priority item |
| Low | Minor issue or suggestion |
Filtering by Source
To view only Zendesk signals:- In the Customer Intelligence dashboard, click the Source filter dropdown
- Select Zendesk
- The view updates to show only Zendesk-sourced signals
Support Dashboard
Zendesk also appears as an option in the Support tab of your product dashboard. Here you can:- View recent support activity metrics
- Connect support channels (Intercom, Zendesk, PagerDuty)
- Monitor ticket status and volume
Connecting from Support Dashboard
If you haven’t connected Zendesk yet, you’ll see a prompt in the Support tab:- Navigate to your Product → Support tab
- Click the Zendesk option in the connection prompt
- Complete the OAuth flow as described above
Revenue at Risk
One of the most powerful features of Customer Intelligence is tracking MRR at Risk. When customer signals include company and revenue data:- Signals display the customer’s monthly recurring revenue
- The dashboard totals revenue at risk across all critical/high urgency signals
- Filter by company to see all signals from a specific customer
Signal Detail View
Click any signal to open the detail panel, which shows:- Full ticket content from Zendesk
- AI-generated summary of the issue
- Extracted entities (features mentioned, components affected)
- Customer context (company, MRR, previous interactions)
- Related signals from other customers
- Code correlations (if the signal is linked to code)
Code Correlation
Kasava can automatically correlate customer signals to related code:- AI analyzes the signal content for technical keywords
- Semantic search finds related files, functions, and commits
- Correlated signals display links to relevant code
Best Practices
Maximizing Value from Zendesk Integration
- Review signals regularly - Check the Customer Intelligence dashboard daily for new high-urgency signals
- Use filters effectively - Combine source, type, and urgency filters to focus on specific issues
- Track MRR at risk - Prioritize signals from high-value customers
- Leverage AI classification - Trust but verify AI-assigned categories; the system learns from your data
- Connect to code - Use code correlations to route bugs to the right engineering teams
Organizing Customer Feedback
- Use signal types to separate bugs from feature requests in your planning
- Export feature requests to your task management platform (Linear, Jira, etc.)
- Track recurring themes across multiple signals
- Link related signals to identify systemic issues
Disconnecting Zendesk
To disconnect your Zendesk account:- Go to Settings → Integrations
- Click on the Zendesk integration
- Click Disconnect Zendesk
- Confirm the disconnection
Troubleshooting
Zendesk signals not appearing
Zendesk signals not appearing
Verify that Zendesk is connected by checking Settings → Integrations. The connection status should show your Zendesk subdomain. If disconnected, reconnect using the OAuth flow.
Connection failed during OAuth
Connection failed during OAuth
Ensure you have admin or agent permissions in your Zendesk account. The authorization may fail if you don’t have sufficient access to grant API permissions.
Signals showing wrong classification
Signals showing wrong classification
AI classification improves over time. If you notice consistently incorrect classifications, contact support to help improve the model for your use case.
Missing customer information
Missing customer information
Customer MRR and company data are populated from your Zendesk organization and user fields. Ensure these fields are filled in for your Zendesk contacts.
Permissions
Kasava requests the following Zendesk permissions during OAuth:| Permission | Purpose |
|---|---|
| Read tickets | Access ticket content for signal analysis |
| Read users | Associate tickets with customer information |
| Read organizations | Link customers to company and revenue data |
Kasava only reads data from Zendesk. The integration does not modify or create tickets in your Zendesk instance.
Privacy & Security
- All Zendesk data is transmitted over encrypted connections
- OAuth tokens are stored encrypted at rest
- You can revoke access anytime from Zendesk Admin Center
- Customer data is processed according to your organization’s data retention policies