EdgeTier Integration

EdgeTier is an AI-powered conversation intelligence platform that integrates seamlessly with your Zendesk data. By analysing every ticket, chat, and conversation in real time, EdgeTier identifies issues as they emerge, automatically reviews conversations for quality, and surfaces actionable insights for your team.

For Zendesk users this means:

• Proactive anomaly detection that spots unusual trends in seconds, alerting your team instantly

• Multilingual insights in 49+ languages for consistent global analysis

• Instant, quantifiable, and actionable customer insights to help operations teams respond effectively

Why Zendesk customers choose EdgeTier:

• Identify unusual spikes in queries with Sonar and receive real-time alerts on issues such as delivery delays, checkout problems, or outages before they impact customers

• Understand sentiment, topics, and trends across all support channels with real-time VOC insights

• Plug into multiple CCaaS tools alongside Zendesk to unify customer insights across platforms

Customer example:

"12 months ago, payments accounted for more than 20% of our total contact volume. EdgeTier helped us drill into the root causes. Now, payment contacts are down to 12–13%." — Quentin Bottner, Head of Continuous Service Improvement, TUI

Key benefits:

• Increase efficiency with automation and AI-driven insights

• Protect revenue and loyalty by acting on issues as they happen

• Replace siloed tools with one unified AI platform powered by Zendesk data

• Gain transparency and control over AI usage without a black box approach

With EdgeTier, your team moves from reactive firefighting to proactive detection and resolution. By unlocking the full value of Zendesk data, EdgeTier transforms customer service operations.

Privacy & data handling: See our Privacy Policy at https://www.edgetier.com/legal-page/privacy-policy/.

Permissions: This app requests a Zendesk API token which is used to create/update/uninstall a webhook and (de)register the integration. EdgeTier does not store the Zendesk API key and it's configured as a secure setting as well.