Zendesk
Support signals: ticket volume, CSAT, and escalations.
Category: Support · Auth: API token
Zendesk holds the ticket history that reveals how an account feels about your product day to day. Rising ticket volume, slipping satisfaction scores, and escalations are some of the earliest churn signals you have — they move while the account is still logging in and paying, long before anyone formally complains. Connecting Zendesk feeds those trends straight into ChurnWarn's support-health signals.
What it pulls
- Open & resolved ticket counts — the live backlog and how fast it clears.
- CSAT scores — satisfaction ratings attached to solved tickets.
- Ticket escalation signals — the spikes and severity bumps that flag a problem getting worse.
Signals it feeds
- Open ticket pressure (
support_ticket_opened,support_ticket_resolved) — standing unresolved load. - Ticket velocity spike — a sudden jump in new tickets vs the prior week.
- Ticket sentiment (negative) — negative CSAT as an early tone signal.
Setup
- In ChurnWarn, open Settings → Integrations → Zendesk and choose Connect.
- In Zendesk, enable token access under Admin Center → Apps and integrations → Zendesk API and create an API token.
- Paste your Zendesk subdomain, the agent email, and the API token into ChurnWarn.
- Map Zendesk organizations to your accounts.
- Press Sync now to import recent tickets and confirm they land on the right accounts.
Staying in sync
After the first sync, Zendesk keeps ticket signals fresh through webhooks, so a new ticket or a resolution updates the account's support score within seconds. The integration shows its last sync time and surfaces the last error if the token is rotated or loses API access.
Reference: Managing access to the Zendesk API.