Zendesk

Overview

Zendesk powers customer support across email, chat, and help centers. It’s where people go when something breaks, isn’t clear, or doesn’t deliver on expectations. That makes it one of the most important sources of customer insight inside the business. Every ticket is a signal. It points to where journeys are falling short, where expectations aren’t being met, and what needs to change. But unless this data is connected to the bigger picture, most of it stays stuck inside a service team dashboard. With TheyDo, you can connect Zendesk directly to your journey management efforts. Instead of looking at support data in isolation, you can see how it fits into the full customer experience. You can use it to prioritize improvements, track outcomes, and reduce service effort by fixing issues earlier in the journey. Zendesk gives you both structured and unstructured support data. On the structured side, you get ticket volumes, resolution and response times, CSAT scores, SLA adherence, and escalation rates. On the unstructured side, you get chat transcripts, customer feedback, and agent notes. Many teams also tag their tickets by topic or product area, which helps identify trends across journeys, services, or segments. When this data flows into TheyDo, it becomes part of a shared system that everyone can use to take action.

What this integration enables in TheyDo

Bringing Zendesk data into TheyDo helps teams work smarter. You can pinpoint where support tickets cluster in the journey, what problems are driving them, and how big the impact is. You can score opportunities by cost, frequency, or effort, and link them directly to solutions already in motion. As you make changes, you can track whether support demand goes down and whether satisfaction scores improve. For CX teams, this means less time digging through tools and more time solving real problems. For executives, it means support data finally informs strategy. You can see where experience issues are costing the business, and what fixing them would deliver in return. If you’re asking how to make better use of Zendesk data to improve your customer experience, this is the answer. TheyDo gives you the structure and context to act on the data you already have and turn support into a source of growth.