Zendesk
Support ticket analysis for Zendesk, read from the tickets themselves.
Overdesk reads the recent tickets in your Zendesk, groups them by cause and ranks what is going wrong, from the bug behind a run of tickets to the customer ready to leave.
Connect it with an API token from your Admin Center, and your agents keep working in Zendesk.
14 days with every Pro feature. No card.
In Zendesk
What Overdesk does in Zendesk.
- Reads new tickets and posts each reply on the ticket as an internal note by default, visible to your agents and never to the requester.
- Sends the replies your guardrails approve once sending is on, and the rest wait for your team.
- Builds your knowledge base from past tickets, so answers match how your team already writes.
- Syncs your published Help Center articles nightly, so drafts can cite them.
On your queue
Support ticket analysis on your Zendesk queue.
Post-release regressions, frustration signals and churn signals run every morning over the last 3 days.
Recurring bugs, feature requests, repeated questions, documentation gaps, automation candidates, themes and the per-product breakdown run every Monday over the past 7 days.
You review the brief and file it, with email addresses and card numbers taken out. It goes to GitHub, Linear or Jira.
Scope reports and analyses to one saved view by entering its number in Overdesk.
Built for Zendesk
Built for how Zendesk works.
- Your macros join the knowledge base as saved replies, beside your resolved tickets.
- Escalation rules assign a ticket to an agent or a group, picked from a list Overdesk reads from your Zendesk.
- Choose the groups Overdesk drafts in, or let it draft in all of them.
Questions
Can Overdesk fill in the agent’s reply box?
No. Zendesk has no API for it, so your team keeps receiving internal notes, which the requester never sees.
Which tickets can Overdesk answer on its own?
Sending on its own needs two switches: Overdesk turns it on for your workspace, then your admin turns it on. With both on, it sends the replies your guardrails approve on tickets that came in by email or through the API, and every other ticket waits for your team.
Does it change ticket status?
After a reply the ticket is set to Pending, so it waits for the customer. You can choose Open or Leave as is instead.
Overdesk works with Help Scout, Zendesk, Intercom and FreeScout. All integrations