Revolutionize your customer support experience through cutting-edge features designed to enhance efficiency, understanding, and satisfaction.
🎯 Effortlessly delve into customer interactions, acquiring a comprehensive history to tailor support for individual needs.
⚙️ Quickly identify customer needs with intent analysis, streamlining ticket resolution and minimizing response times for optimal efficiency.
😊 Measure customer satisfaction levels with sentiment analysis, enabling proactive engagement for a consistently positive support experience.
📚 Convert ticket summaries into a knowledge hub, providing swift access to key information for continuous learning and team enhancement.
🗣️ Foster clear and concise communication with customers through enriched ticket summaries, promoting effective problem-solving and minimizing misunderstandings.
## Features
- **Automated ticket summaries:** Automatically generates a summary of the requester's previous tickets when a new ticket is created. Provides a concise overview of the customer's history, aiding in understanding their specific needs.
- **Intent analysis:** Performs intent analysis on resolved tickets to identify the primary purpose or request. Adds insights on the ticket's intent to internal notes for a comprehensive overview.
- **Sentiment analysis:** Analyzes the sentiment expressed in resolved tickets to gauge customer satisfaction. Conveys sentiment information in internal notes to help the support team understand the customer's emotional state.
- **Summary of resolved tickets:** Automatically generates a summary of the key points in resolved tickets. Provides a quick reference for support agents, facilitating efficient communication with customers.
## How it works
When a new ticket is generated, it employs AI to analyze the requester's past tickets. It then creates a brief summary of the customer's history, appending it as an internal note for the support team. This summary provides valuable context for understanding specific needs.
During ticket resolution, it conducts in-depth analyses of the ticket's intent and sentiment. The result is a comprehensive summary of the resolved ticket, enriched with insights from intent and sentiment analysis. This detailed summary is attached as an internal note, serving as a quick and insightful reference for future interactions.
Workflows
Add internal note when ticket is solved
This workflow appends an internal note that includes a summary, as well as intent and sentiment analysis, upon ticket resolution.
Summarize tickets
This workflow generates summaries for tickets from the same requester. It analyzes related tickets and appends a summary to the newly created ticket within Zendesk.
Summarize a ticket
This workflow provides a concise summary of the ticket.
Create webhook and triggers in Zendesk
This workflow sets up a webhook and trigger for ticket creation in your Zendesk account. The webhook is named based on your input when running this workflow.
Analyze intent
This workflow focuses on analyzing the intent behind each ticket.
Add internal note when ticket is created
This workflow adds an internal note that includes a ticket history summary when a ticket is created.
Analyze sentiment
This workflow is dedicated to sentiment analysis of the ticket.
Security & Compliance
Privacy & data governance
Data retention policy
For the most up to date policy information, always refer to: https://actioner.com/privacy-policy , https://actioner.com/gdpr and https://actioner.com/security. How long we keep your data prior to the deletion of data or termination of the contract between the customer and Actioner depends on the type of data, as described in further detail below:
Account data: Personal data that relates to customers’ relationship with the Actioner, including your workspace details, user accounts and your billing information. We retain your account information for as long as your account is active. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services. Where we retain information for Service improvement and development, we take steps to eliminate information that directly identifies you, and we only use the information to uncover collective insights about the use of our Services, not to specifically analyze personal characteristics about you.
Configuration data: Any configuration or personal data that is required by Actioner to be functional for the customer, such as (a) applications and their sub-configurations like workflows, documents or functions, (b) credentials, connections and integrations with the third party providers, (c) identity and access management related personal data. Actioner stores and processes configuration data for the permitted purposes until the customer elects to delete such configuration data via the service and the customer is solely responsible for deleting configuration data.
Usage data: (a) Inputs, requests and form data provided by the end users or clients of the customer, (b) any data that is programmatically, periodically or automatically received through an integration of the customer, (c) any content stored as a result of processing a configuration data, (d) activity logs used to identify the source of service requests. Actioner deletes any stored usage Data sixty (60) days after the data is produced.
Data archiving and removal policy
For the most up to date policy information, always refer to: https://actioner.com/privacy-policy , https://actioner.com/gdpr and https://actioner.com/security. Whenever a user account is deleted by a workspace admin, Actioner automatically deletes all data stored within the context of the deleted user account like profile information and the credentials / connections for the third party integrations. Whenever an app is deleted by an app admin, Actioner automatically deletes all data stored within the context of the app like tables, records, workflow, docs, files, etc. Whenever the workspace deletion is initiated by a workspace admin, Actioner automatically deletes all data stored within the context of workspace after a waiting period of 72 hours. After the waiting period, the deletion may take up to 10 days after the termination effective date. When any data is deleted, the archived copy of the data on Actioner’s backup systems will remain for 30 days and the backup data will be securely isolated and protected from any further processing, except as otherwise required by applicable law or regulation.
Data storage policy
At Actioner, ensuring the security of our users' data is paramount. To this end, we employ robust cryptography policies and practices. All data stored within our systems is encrypted at rest using the AES256 encryption standard, providing an additional layer of protection against unauthorized access. Furthermore, we uphold strict encryption standards for data in transit, both within our internal networks and over public channels. All data transmissions utilize TLS1.2 or higher encryption protocols, safeguarding information from interception or tampering. In terms of cryptographic key management, we rely on the AWS Key Management Service (KMS) for secure and controlled handling of cryptographic keys. This includes secure key generation, restricted access, secure storage, regular backups, and periodic rotation of keys. Our integration with AWS services streamlines the encryption process and enhances control over access to keys, thereby bolstering the overall security of our platform.We operate a comprehensive backup program at Actioner. This includes our internal systems, where our backup measures are designed in line with system recovery requirements. With respect to our cloud services, and specifically referring to you and your application data, we also have extensive backup measures in place. Our data backups are retained for 30 days with support for point-in-time recovery and are encrypted using AES-256 encryption.
Data center location(s)
United States
Data hosting details
Actioner is a cloud-native product whose infrastructure is hosted on industry-leading cloud provider Amazon Web Services (AWS). Actioner cloud services and data are hosted on Amazon Web Services (AWS). Where all our computing, messaging, network, and storage layers are located in the US West, our browser application is distributed via our CDN network all over the world. As a design standard, all Actioner services as well as the upstream computing, messaging, network and storage services are running on multiple availability zones (AZs) so that the traffic and the data are distributed among them. This design allows us to tolerate zone-specific failures with no downtime. This multi-zone high availability is the first line of defense for geographic and environmental risks and means that services running in multi-AZ deployments should be able to withstand AZ failure.
Data hosting company
Amazon Web Services (AWS)
App/service has sub-processors
Yes
Guidelines for sub-processors
Certifications & compliance
SOC attestation
Privacy Shield notice
GDPR commitment
Data deletion request procedure
Security
Supports Single Sign On (SSO) with the following providers
Google, Slack, Okta
Supports Security Assertion Markup Language (SAML)
No
Has a dedicated security team
Yes
Contact for security issues
Has a vulnerability disclosure program
Yes
Vulnerability disclosure program URL
Vulnerability disclosure program covers Slack app
Yes
Has a bug bounty program
Yes
Bug bounty program URL
Requires third party authorization/connections
No
Third party services used by this app
Uses token rotation
No
Contributors
Actioner
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