Turn support tickets into expansion signals
Mine Zendesk tickets for upsell opportunities and adoption gaps, update your CRM, and alert CSMs so they can turn support conversations into revenue.
Overview
Support tickets are full of gold. Feature requests, questions about premium tiers, complaints that signal adoption blockers. But nobody has time to read hundreds of tickets looking for patterns. This template does the mining for you, turning reactive support conversations into proactive growth opportunities.
How it works
Give the AI an account name or a time range. It pulls recent support tickets from Zendesk and reads through the conversation threads. The AI categorizes each ticket for expansion signals: feature requests, interest in additional products, requests for more seats, adoption friction, and positive sentiment. It then looks up the account in HubSpot, updates the company notes with a summary of findings, and posts an alert to Slack with the top accounts showing growth potential and what to do next.
Who this is for
Customer Success teams, Account Managers, and revenue leaders who want to find growth opportunities hiding in their support queue. If your CS and support teams operate in silos, this template bridges the gap.
Suggested prompt
Help me find expansion opportunities in our support tickets. Search Zendesk for tickets from the past [30] days for [account name or all accounts]. Read through the ticket conversations and categorize any signals: feature requests, interest in upgrades, requests for additional seats, adoption blockers, or positive sentiment. Then look up each account in HubSpot and add a note summarizing the key findings. Finally, post a summary to [#cs-expansion] in Slack listing the top accounts with growth signals and recommended next steps.
Frequently asked questions
What apps does the expansion signals template connect?
This template connects Zendesk, HubSpot, and Slack. It analyzes recent support tickets in Zendesk, identifies expansion opportunities and adoption gaps, updates account notes in HubSpot, and notifies CSMs in Slack.
How does this template find expansion signals in support tickets?
The template pulls recent tickets for key accounts and uses AI to identify patterns like feature requests, requests for additional seats or functionality, adoption blockers, and positive sentiment. These signals are categorized and summarized so CSMs can prioritize outreach.
Who is the expansion signals template designed for?
This template is built for Customer Success, Account Management, and revenue teams who want to turn reactive support interactions into proactive growth conversations.
Will this template update my CRM automatically?
The template can update account notes in HubSpot with the expansion signals it finds. You control what gets written back through the prompt, so you can review the analysis before it updates any records.