ServeTech Skill Tracer

ServeTech analyzes your team's real ticket history in Zendesk to identify how each agent performs across ticket categories. It uses a transparent, statistics-based scoring model to surface true specializations and then creates and maintains skill tags in Zendesk automatically — no manual work required.

Each agent is scored per ticket category using a weighted blend of resolution speed, CSAT, and volume share. Scores compound over time as new tickets are resolved, getting more accurate the longer ServeTech runs. Admins can tune all thresholds and weights directly from the app panel.

ServeTech works from your existing ticket categories — no custom taxonomy to define, no agents to manually tag. Install it and your existing Zendesk skills-based routing starts working.

DATA & PRIVACY

ServeTech accesses ticket metadata (IDs, assignees, tags, timestamps, resolution times, and CSAT ratings) and agent profiles (IDs, names, and emails) solely to calculate performance scores and assign skill tags. It does not store or transmit ticket subject lines, message content, customer names, emails, or any end-user PII. All data is processed in-memory during each scoring run and persisted only as aggregated numeric scores. Tenant data is deleted in full upon app uninstallation.

ServeTech uses Zendesk OAuth for authentication. Access tokens are stored securely and used only to make authorized API calls on behalf of the installing account. No data is shared with third parties.

Privacy Policy: https://www.servetech-solutions.com/privacy-policyTerms of Service: https://www.servetech-solutions.com/terms-of-service