How to Configure Sentiment Analysis for Help Desk Tickets

A quick guide to setting up and using AI-powered sentiment scoring in your Help Desk account.

Overview

Sentiment Analysis helps you understand how customers are feeling based on the tone of their messages. Your Help Desk automatically assigns an emoji and a sentiment score to each ticket, allowing agents to quickly identify customers who are frustrated, neutral, or happy and respond accordingly.

Who this is useful for

• Support teams handling a high volume of tickets
• Managers who want deeper insights into customer emotions
• Agents who need quick context before replying
• Anyone aiming to improve support quality and response prioritization

Why this is helpful

Sentiment Analysis lets your team:

• Instantly gauge customer mood from the ticket list
• Prioritize unhappy or urgent conversations
• Track emotional shifts throughout the conversation
• Provide more personalized and empathetic support

STEP 1: Enable Sentiment Analysis

First, go to Settings in your Help Desk account.
In the left sidebar, navigate to User Productivity and open Sentiment Analysis.
On the page, turn on the Analyze Sentiment toggle.

Once enabled, the system will start analyzing all new tickets and new incoming messages.

STEP 2: Set Your Sentiment Score Ranges

In the Analyze Sentiment section, you’ll see default scoring ranges (for example: 0–33, 34–67, 68–100).

These ranges help the system classify whether the sentiment is negative, neutral, or positive.

If you need more precision, you can add additional range slots.

How to Add a New Range

1. Click Add Range.
2. A new row will appear in the table.
3. Enter the score range you want to assign (up to a total of 10 ranges).

After defining your ranges, click Save.

Your settings will now apply to:

• All newly created tickets
• All new messages added to existing tickets

STEP 3: View Sentiment in Ticket Listings

Once Sentiment Analysis is active:

• An emoji indicator appears before the customer’s name in the ticket list. This gives you an instant sense of how the customer is feeling.

To see more details, hover your mouse over the emoji.

A tooltip will pop up showing:

• The detected emotion
• The sentiment score generated by the AI

STEP 4: View Sentiment Inside the Ticket

Open any ticket to see detailed sentiment information.

You’ll find two values:

• Beginning: The sentiment score of the customer’s very first message when the ticket was created.
• Current: The sentiment score based on the latest message in the conversation.

This helps you understand whether the customer’s mood is improving, staying the same, or getting worse.

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.