Sentiment Score

Sentiment Score uses text analysis to measure the emotional tone of customer messages or support interactions. Typically expressed as positive, neutral, or negative, or on a numerical scale. Sentiment analysis can be performed manually or through automated tools that analyze language patterns.

Why Sentiment Score Matters

Sentiment gives you signal on customer emotional state before and after interactions. It helps identify escalation risk and measure whether your responses improve or worsen customer mood.

How to Calculate

Manual scoring: reviewers rate tone on a scale (e.g., -2 to +2). Automated: algorithms analyze text and assign sentiment scores based on language patterns.

In TicketBoard

TicketBoard helps you track sentiment score and related metrics from your Zendesk data. Connect your account for instant visibility.