What it does
SentiSum analyzes tickets, calls, chats, surveys and reviews for customer-experience teams. It groups recurring issues, answers questions through Kyo and flags emerging changes. A scoped audit is free; ongoing analysis is arranged through an annual partnership.
A poor customer-satisfaction score can be explored beyond the headline number. In the Support dashboard, filter for low satisfaction ratings, use Summary to see which issues increased, then open Discover to read the associated conversations. For example, combine a low rating with a payment-related tag to examine customers who struggled to complete a purchase.
Add filter lets you choose multiple values within one filter, which are combined with OR. Separate filters are combined with AND. Save the combination as a view to reuse it. Top Increases lists the five topics with the largest percentage increase over the previous period.
Dashboard access needs a SentiSum login and permission for that dashboard. A copied link does not grant access. Owners or Editors can use the three-dot menu, Manage Access, set a company default or individual permissions, then Save Changes. Organization administrators can still access private and draft dashboards.
The annual agreement
Pricing is quoted by annual conversation-volume band, with unlimited users, integration setup and ongoing topic-category tuning. The Insights and Early Warning agents are included. Quality, Automation and the MCP Server, which connects SentiSum to external AI assistants, cost extra. If volume outgrows the agreed band, SentiSum discusses a new band or a mid-term volume pack.
The free audit examines a limited slice of conversations. Full history and live channels come with the annual partnership, which includes a walk-away right during its first 90 days.
Strengths
- Combines rating filters and issue tags to reach the relevant support conversations.
- Includes integration setup and ongoing adjustment of topic categories.
Watch out for
- Full ongoing analysis requires an annual agreement.
- Private dashboards remain visible to organization administrators.
Best for
- Support and customer-experience teams investigating repeated complaints
Sources
- SentiSum pricing and annual partnership (Oct 27, 2026)
- SentiSum filters (Oct 27, 2026)
- Identify rising issues (Oct 27, 2026)
- Going straight to support tickets (Oct 27, 2026)
- Dashboard access control (Oct 27, 2026)
- Sentiment Analysis for Zendesk - Detailed, Accurate Insights (Oct 26, 2026)