Ticket Sentiment App


Prevent bad satisfaction score before it happens by analyzing ticket’s comments.


The Sentiment Score app enables agents to quickly get a sense of the ticket requesters’ emotions and attitudes through their comments. There are three score categories: Positive, Neutral, and Negative. The score is reflected via an emoji in the ticket sidebar.


What is sentiment score?
It’s a scaling system that reflects the emotional depth of emotions through words. Sentiment score makes it simpler to understand how customers feel.


How is the score calculated?
There are many methodologies to calculate sentiment scores but overall, the science is based on algorithms of natural language processing as well as machine learning to categorize pieces of words as positive, neutral, or negative.

This app is using AFINN lexicon. Thanks to Finn Årup Nielsen for compiling list of 3,300+ words with polarity score associated with each word. When a ticket requester says the word “happy” for example, this adds 3 points to the score. At the same time, if the customer says the word “does not work”, this deducts 3 points to the overall score.

You can see the complete list of words on this page


What are the limitations of this app?
This app currently only works with English. There are plans to incorporate other languages at future date (Please let us know! We’d love to hear your feedback).
As with other machine learning technologies, this app has flaws when compared to other app using different methodologies. This app may not be 100% accurate and may not work with recent jargons or acronyms.


What’s coming?
We’re working on other languages (e.g. French, Polish, Swedish, Finnish, Danish, and Turkish). We’re also working on features to allow reporting of the sentiment score.


About Solafid Solutions

At Solafid Solutions, we love helping businesses to get the most values from Zendesk. Our in-house certified Zendesk experts have years of experience implementing and optimizing Zendesk for many small and medium businesses. Our areas of expertise are Zendesk Support and Zendesk Guide.

Check out other Zendesk Apps made by us to boost your producivity!


Have questions for our team?
We’re here to help! You can email us directly at support@solafid.com.


How to install

Install the app. Once installed, this app can be accessed on the side navigation bar.
For technical support, please contact us at support@solafid.com

Ticket Sentiment App
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