Support
Zendesk
Customer support platform for managing tickets, agents, and customer satisfaction across email, chat, and voice channels.
What gets synced
Roiva writes these metric observations on each sync. Reference the key in a value formula to use this data in your ROI calculations.
Tickets
zendesk.tickets.volume
Ticket Volume
count
zendesk.tickets.solved_count
Solved Ticket Count
count
zendesk.tickets.avg_handle_time
Avg Handle Time (hours)
duration
zendesk.tickets.avg_first_response_hours
Avg First Response Time (hours)
duration
zendesk.tickets.csat_score
Avg CSAT Score (0–1)
score
Common use cases
- Track ticket deflection rates from AI chatbots and self-service tools
- Measure agent handle time reductions from AI-assisted responses
- Monitor CSAT scores before and after AI support tooling
- Attribute first-contact resolution improvements to specific AI initiatives
How to connect
- In Zendesk: Go to Admin Center → Apps and integrations → Zendesk API
- In Zendesk: Enable Token Access and click Add API Token to generate a new token
- Back in Roiva: Enter your Zendesk subdomain (the part before .zendesk.com) and the email of a Zendesk admin below. Zendesk lets only admins export tickets, which is how Roiva reads them
- Back in Roiva: Paste the API token into the API Key field and save the connection
- Back in Roiva: The connection page checks each step and says what's missing. Once it's all ticked, click Test Connection
- Back in Roiva: After connecting, link this connection to an initiative on the Initiatives tab
Tips for capturing value
- Use ticket tags to mark AI-handled conversations and use that tag as a filter here
- Ticket volume, handle time, and CSAT are the three most important metrics for support AI initiatives
- Compare deflection rate (tickets not created) with ticket volume trends for the clearest picture
Zendesk
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