Support
Zendesk
Roiva prices the Zendesk tickets your AI agent resolves as agent time freed, and counts it as cash once it becomes a role or contract you stop paying for.
What it answers
What the tickets your AI agent resolves are worth in agent time, and how much of it became cash
What Roiva reads
Tickets from the last 12 months. Zendesk sends each one whole; Roiva keeps only the fields it counts with.
Setup
A Zendesk admin's email and an API token
What you can measure with Zendesk
Tickets your AI agent resolved
Counted by a rule you set, a tag or the agent a ticket was assigned to, less any the customer reopened or wrote back about within your recontact window, and priced at your cost per ticket as freed capacity.
zendesk.tickets.solved_count
Starts from the AI Support Ticket Routing & Resolution template
Time agents save per ticket
For AI-drafted replies and routing: tickets agents resolved × the fall in agent minutes per ticket from a time study × your labor rate. Tickets the AI agent resolved are left out, so none counts twice.
zendesk.tickets.agent_resolved_count
Starts from the AI Support Ticket Routing & Resolution template
Capacity that became cash
When the freed time lets you leave a role open or cut an outsourced seat, record it with the plan or contract cited, and it counts in cash ROI.
Response time and CSAT
Tracked against their baseline, never priced: a faster first response is the customer waiting less, not agents working less.
zendesk.tickets.avg_first_response_hours
zendesk.tickets.csat_score
A worked month
An AI agent on tier-1 tickets
Deflection value, booked monthly from Zendesk, for September
| Tickets the AI agent resolved in September, tagged ai-deflected | 1,420 | Zendesk |
| Reopened, or the customer wrote back within 4 days | 160 | Zendesk, left out |
| Price per ticket, 12 minutes at $43.75 an hour | $8.75 | Your time study |
(1,420 − 160) tickets × $8.75
$11,025 freed capacity for September, reported beside cash ROI, never in it
Two tier-1 roles were left open that month under Customer Care's headcount plan, at $4,833 each, loaded. Recorded with the plan cited, $9,666 of that time counts as cash.
Illustrative figures. Roiva keeps every input with the entry it calculates, and none of it counts until it's approved.
A month of deflection as Roiva books it: the rule, the tickets and their price, and the ones left out because the customer came back.
Freed time counts as cash only with a document that shows it, here an outsourcing contract cut by amendment.
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.agent_resolved_count
Tickets Resolved by Human Agents
count
zendesk.tickets.avg_resolution_days
Avg Resolution Time (days)
duration
zendesk.tickets.avg_first_response_hours
Avg First Response Time (hours)
duration
zendesk.tickets.csat_score
Avg CSAT Score (0–1)
score
What Roiva keeps
Reads: Tickets created in the last 12 months, with each ticket's metrics, from Zendesk's incremental export. Zendesk sends each ticket whole, subject, description and requester included; Roiva keeps only the fields the field-by-field table lists.
Keeps: Records of tickets, plus the totals worked out from them.
How to connect
You connect Zendesk from inside Roiva, so you need a Roiva workspace first. Sign in to connect it now. New to Roiva? Start free with your work email, take the free assessment and create your workspace at the end, or request an invite.
- 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
Need help?
Email hello@roiva.ai with what you're seeing, and you'll hear back within one business day.
Zendesk
Start free, then connect Zendesk once your workspace is set up. Or begin with the free AI ROI exposure assessment.
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