Who this comparison is for
Chronicle highlights
- Subject-centric timeline: Contact, Company, Deal, Ticket
- Suppression of noise + workflow breadcrumbs for explainability
Zendesk highlights
- Mature ticketing, macros, and marketplace
- Robust reporting & SLAs inside the help desk
Capability matrix
| Capability | Chronicle | Zendesk | Notes |
|---|---|---|---|
| Cross-vendor timeline (tickets+chat+voice+files+payments) | Full | Partial | Zendesk-centric by default |
| Mini-timeline embed inside desk UI | Native | Add-on | Custom app required |
| Identity merge/split across sources | Native | Partial | Often manual linking |
| AI recap + risk/SLA streaks | Native | Partial | Depends on add-ons |
| Scoped export & legal hold | Full | Partial | Timeline-scoped vs ticket CSV |
| Data residency control | Full | config-dependent | Region features vary |
- Chronicle can embed inside Zendesk via sidebar apps to show cross-tool history.
Total cost of ownership
Keeping universal history in Chronicle reduces swivel-chairing and ad-hoc data pulls across tools, freeing Ops hours.
Assumptions
- Multiple vendor stack with desk + chat + phone + ecommerce
Migration plan
From Zendesk · Read-only ingest → embed → incremental workflow triggers
-
1
Subscribe to ticket, comment, SLA events into Chronicle
-
2
Enable Chronicle sidebar in agent views
-
3
Optionally mirror comments outbound via rules
Security
- RBAC scopes: timeline.view/export/merge/audit
- PII redaction/masking & unmask with reason logging
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| Sidebar embed & exports | Mini-Chronicle embed; scoped CSV/PDF exports | product_docs |
About Chronicle
Chronicle unifies interaction history across your workspace into a single, filterable timeline. See emails, chats, calls, ticket updates, tasks, files, and payment events side-by-side with workflow breadcrumbs. Use fast search and saved filters to find exactly what changed, when, and why. AI summarizes recent activity into crisp bullets so agents and managers get up to speed instantly.
Chronicle ingests from Velaxe apps (Agent Desk, LiveConnect, PulseGate, VoiceLink, ActionDesk, PayStream, SecureStore, FlowForge) and select external systems (email, meetings, CRM, ticketing). Data is normalized and retained per policy with RBAC, redaction, and audit logs.
Pin pivotal moments, compare subject timelines, export scoped views, and open linked items in their source apps—all from the same pane.