How Nimbus Support Shipped a Unified Health Score in 30 Days
In under five weeks, Nimbus Support replaced spreadsheet firefighting with a live health score woven through Zendesk, Jira, and Snowflake. The rollout cut SLA recovery time by 48% and turned executive reviews into a focused 15-minute daily ritual.
Scaling a support organization is thrilling—until every team invents their own source of truth. Nimbus Support hit that breaking point:
- Zendesk owned ticket queues, SLA breaches, and CSAT trends
- Jira tracked engineering escalations and bug fixes
- Snowflake stored product telemetry and churn signals
- Leadership kept their own Google Sheets to cobble together a weekly narrative
By the time the VP Ops assembled the Monday report, the numbers were stale and no one agreed on which accounts were genuinely at risk.
We partnered with Nimbus Support to consolidate their critical systems into a single command center—and give agents, managers, and executives the same health score inside the tools they already use.
Week 1: Define the Health Score
We kicked off with a discovery sprint focused on one question: What signals tell us a customer is sliding toward churn?
Together with Nimbus’ support, engineering, and RevOps leads we mapped the indicators that mattered:
- Ticket backlog, reopen rate, and SLA breach count (Zendesk)
- Escalation age, workaround availability, and fix ETA (Jira)
- Usage frequency, seat adoption, and payment status (Snowflake)
We co-authored a weighting model that said, “If backlog increases 20% and a linked Jira issue has no workaround, flag the account as Critical.”
Week 2: Pipe Everything Into Snowflake
Our engineering team built ingestion jobs that sync every 15 minutes:
- Zendesk’s incremental API delivers new and updated tickets
- Jira webhooks feed escalation data into a staging table
- Snowflake stores product events that we normalize by account
Once everything landed in Snowflake, we calculated the health score and published it to a dedicated account_health table. From there we pushed the score back into Zendesk using custom user fields so frontline agents see risk levels without leaving their queue.
Week 3: Build the Command Center
With the data model in place we shipped three assets:
- Lead dashboard — a role-based view covering backlog, critical accounts, and SLA risk trend lines.
- Slack digest — daily alerts summarizing accounts that changed status overnight with direct ticket links.
- Ticket sidebar app — a lightweight panel in Zendesk surfacing product usage, open Jira issues, and recommended next actions.
Week 4: Pilot, Tune, Roll Out
We launched the first pilot with three pod leads. Their feedback helped us:
- Rebalance the weighting model so feature requests didn’t drown out true risk
- Add a “Next Action” field that prescribes the playbook (reach-out, escalation, or proactive training)
- Introduce a visualization highlighting when engineering fixes unblocked multiple accounts
By week four the playbook was documented, training sessions were complete, and the dashboard replaced the old spreadsheet pack in the exec meeting invite.
What Changed for Nimbus Support
- Daily standups now start with clarity. The health score board anchors every morning’s conversation, prioritizing accounts that need intervention today.
- Escalations are transparent. When Jira tickets threaten to breach SLA, Zendesk agents receive an inline notification with the latest engineering update.
- Leadership got the narrative they needed. A weekly email digest—generated directly from Snowflake—summarizes churn risk, backlog shifts, and win stories without manual slide-building.
Quantified Impact
- 48% faster SLA recovery for high-risk tickets
- 3.5× increase in leadership logins now that the data is trusted and on-demand
- Zero manual spreadsheet updates required to prep executive reviews
What’s Next
Phase two extends the same health score into Nimbus’ customer success motion. We’re embedding the score inside their CRM, forecasting 90-day churn risk, and auto-triggering outreach sequences when the score slips.
Need to replace spreadsheet triage with a live health score your entire org can rally around? Let’s talk.
