Topic and sentiment tagging engine for support-ticket data, connecting to Zendesk, Freshdesk, Intercom, Dixa or Gorgias plus surveys, reviews and social comments, hosted mainly on AWS Ireland.
Task classification by ETHORITY. Check the product’s documented scope against your task.
Limitations
Onboarding analyses 6-12 months of conversation history before go-live; volume in annual bands (exceeding handled at renewal or via volume pack); PII redaction described as best-effort.
Redaction note from https://www.sentisum.com/about/privacy-policy. No functional/language limitations published on support-ticket-analytics page.
Data and controls
Certificates and audit reports
SOC 2 Type 2 (attestation; reports 2023, 2024, 2025 listed, gated behind 'Request Access' in trust centre). Auditor and scope not named. No ISO certification found.
Trust centre names only AWS; 'Third Party Dependence' unanswered (https://trust.sentisum.com/).
Retention and deletion
Data stored 2 years followed by 5 years of archival (privacy policy); deletion of tickets/model predictions on request to support, processing up to 30 days (security page).
Free scoped audit on a slice of conversations (read-only, PII redacted) plus walk-away right in first 90 days; product page also advertises 'Free 2-week trial'
The provider’s own sources say different things here. Inconsistent across pages: https://www.sentisum.com/support-ticket-analytics says 'Free 2-week trial'.
A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
ETHORITY®