Zendesk Tickets as AI training data
A resolved Zendesk ticket tells a full story: a customer's problem, the agent's internal notes, the macro that was applied, any escalation to a higher tier, and the satisfaction rating at the end. Across thousands of tickets, that becomes a detailed record of how your support team solves problems. Momentra helps assess whether this history could be licensed for AI training.
Can Zendesk Tickets be used as AI training data?
Resolved Zendesk tickets can be licensed or sold as AI training data once customer details are removed. Public replies with internal notes, ticket audits showing escalations, and the macros and CSAT ratings tied to solved tickets are the most valuable parts. The Incremental Export API captures what CSV exports miss, and tickets handled for clients may need their permission.
No files needed upfront. We sign an NDA before reviewing any sample.
What can be included
You choose the scope. These are the parts of Zendesk Tickets that are typically most useful.
- ✓Ticket comments, separated into public replies and internal notes
- ✓Ticket fields such as type, priority, group, tags and custom fields
- ✓Ticket audits and events showing status changes, reassignments and escalations
- ✓Macros and triggers used to respond and route tickets
- ✓SLA policy targets and breach events
- ✓CSAT ratings and comments linked to solved tickets
- ✓Help Center articles agents linked in replies
Why AI labs value it
Internal notes show reasoning
Public replies show what the customer saw; internal notes show what agents checked, who they asked and why they chose a fix. That hidden reasoning is what AI support agents need to learn.
Satisfaction as an outcome
CSAT ratings and reopen events give a signal about whether a resolution worked. Tickets with clear outcomes are more useful than conversations that just stop.
Escalation paths
Audit logs record when a ticket moved from tier 1 to tier 2 or engineering, and what happened next. Models can learn when and how to escalate.
How it is scoped, exported and anonymized
Use the Incremental Export API
Zendesk's standard CSV exports miss comments and audits. Incremental ticket and ticket event exports via the API usually capture the full record, and are run after the NDA.
Customer data throughout
Requester names, emails, order numbers, addresses, phone numbers and attachments such as screenshots or ID documents are detected and removed or replaced. Tickets with highly sensitive content can be filtered out.
Brands and business units
Multi-brand Zendesk accounts can be scoped by brand, group or date range. If you handle support on behalf of clients, their tickets may need permission or must be excluded.
How a partnership begins
Share Basic Information
Share only your contact, company, industry, and partnership interests—no raw data required.
Initial Value Assessment
We discuss the data type, completeness, scarcity, and the tasks it could support.
Define the NDA and Boundaries
Before reviewing any sample, we define confidentiality, permitted use, retention, and security requirements.
Receive an Offer and Begin the Partnership
We provide a purchase proposal and contract, then support de-identification and secure data transfer.
Frequently asked questions
- Do our customers need to consent?
- That depends on your terms, privacy notices and applicable law, such as GDPR or India's DPDP Act. Customer personal data is de-identified, but your counsel should advise. This is not legal advice.
- Are chat and phone tickets in Zendesk included?
- They can be if you choose. Messaging transcripts and call notes are scoped and de-identified the same way as email tickets.
- We use lots of macros. Does that reduce value?
- Macro-only replies add less, but tickets where agents edited macros, added notes or escalated still show real work. The assessment looks at the mix.
- Is Momentra affiliated with Zendesk?
- No. Zendesk is mentioned only to describe where your data is stored.
Related
Let's talk about your Zendesk Tickets.
Share only the essential details. No files are required at this stage.
Contact the Momentra team