What we build on Zendesk
Zendesk Explore answers yesterday's questions well and today's badly: which tickets will breach by 3 pm, who owns the ones that slipped, which agent needs coaching on next-step clarity. We read the Zendesk API into a synced copy, apply your rules, and put the result in front of the person who can act.
What we build
Each piece runs in your own cloud account against the Zendesk API. Adopt one or all of them.
Live queue health and SLA exposure
Incremental sync on the incremental exports endpoint keeps a complete copy of tickets, events and metrics. Aging by priority, breach forecasts from first-reply and next-reply targets, per-agent and per-group load, week-over-week deltas.
Owner nudges and escalation
Tickets sorted into respond now, parked, aged and stale. One digest per owner with a signed one-click ignore per ticket; escalation to the lead only on silence. Weekly wins email.
Tickets from other systems
Provisioning builds, billing mismatches and project-board flags create or update Zendesk tickets with the right group, tags and custom fields, through the Tickets and Users APIs.
Macro quality checks
Detection of macros sent with unfilled placeholders, replies without a next step, and solved tickets with no customer reply.
AI review of every reply, privately
Seven-dimension scoring with coaching notes on your own hardware or in your cloud account; nightly churn score per organization.
Customer notices through Zendesk
Mass notices sent as Zendesk outbound so replies become tickets and authentication passes, with merge fields and throttling.
Zendesk specifics we have already solved
The parts that cost a first-time integrator a week each.
Incremental exports and cursors
The time-based incremental endpoint repeats the last second and the cursor-based one has its own semantics; the sync uses cursors with a saved position and de-duplicates on ticket id and updated_at.
Rate limits per plan
Limits range from 200 to 2,500 requests a minute by plan. The sync budgets requests and backs off on 429 without dropping pages.
Custom fields, forms and organizations
Reports key on your ticket forms and organization fields (tier, product, region), so numbers match how the team is actually organised.
Proof
From production systems, described without client names. Numbers are rounded.
One queue engine and nudge system, two helpdesk adapters.
Kept in sync incrementally on a comparable helpdesk.
By on-premise models, about 100 a night.
Questions and pricing
If yours is not here, write to hello@tightlywired.com.
What access do you need?
Does this replace Explore?
Will it work with Zendesk Suite add-ons like Talk and Chat?
What does it cost?
Related services
Schedule a 30-minute assessment
Bring one process that costs your team hours each week. You will leave with an integration approach and a fixed-price estimate, whether or not we work together.
Schedule an assessment Pick a time now · or write to hello@tightlywired.com