Skip to main content

EdgeTier Integration

Integrate real-time AI alerts, Auto QA, and customer insights from Zendesk

No Ratings

Leave a review

Installs

5+

Works with

Support

Developer

EdgeTier

About this app

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.

Data disclosure: To power real-time alerts, Auto QA, and insights, EdgeTier accesses ticket content (including private/internal comments), user and organisation records, and CSAT responses via Zendesk webhooks and API calls. This data is used solely to power the EdgeTier platform you are already subscribed to and is not shared with any other third party. It is stored on AWS infrastructure in Europe and retained for 3 months before deletion. See our full Privacy Policy at https://www.edgetier.com/legal-page/privacy-policy/.

Permissions: This app uses Zendesk OAuth to register/deregister the integration and manage its ZIS connection. The integration's webhook is declared in the app's requirements.json and is created, updated, and removed by Zendesk automatically as part of the app's install/update/uninstall lifecycle. No Zendesk credentials are stored by EdgeTier.

App details

How to install

Preconditions

Before installing the EdgeTier Zendesk App, please ensure the following:
- Request your EdgeTier credentials (client ID and API token) by contacting info@edgetier.com.

- Only Zendesk Admins are able to install the app.

Fresh Installation

  1. Download the app from the Zendesk Marketplace page.
  2. Complete the fields with the EdgeTier credentials provided. Select the roles or groups that should have access to this app, then click Install. Only Zendesk Admins can install, update, or uninstall the app.
  3. Go to the Support view — click the Admin Center icon in the top left corner, then click Support.
  4. Click the EdgeTier icon in the top right corner and click Install.
  5. A Zendesk authorisation popup opens automatically — click Allow. It closes itself once authorised.
  6. A second authorisation step then appears in the app — click Open authorisation in a new tab.
  7. Once the authorisation page loads in the new tab, close it and return to the Support page.
  8. Click I've authorised.

9. If the installation is successful, you'll see a confirmation.

Updating From an Existing App

  1. Once the app is published to the marketplace, it updates automatically — but you still need to confirm the update from the Support page.
  2. Go to the Support page.
  3. Click the EdgeTier icon in the top bar on the right.
  4. Click the Update button.
  5. A Zendesk authorisation popup opens automatically — click Allow. It closes itself once authorised.
  6. A second authorisation step then appears in the app — click Open authorisation in a new tab.
  7. Once the authorisation page loads in the new tab, close it and return to the Support page.
  8. Click I've authorised.

9. If the update is successful, you'll see a confirmation.

For more detailed instructions with screenshots, please refer to the full guide: Installing the EdgeTier Zendesk App

Leave a review

Share your experience with the rest of the Zendesk community

.zendesk.com