Product

Zendesk Support
  • SKU7635
  • BrandZendesk Guide
  • IndustryCommerical & Financial
  • TechnologyRFID & NFS
  • CategorySoftware & Solutions
  • MiniCategoryCMS & Collaboration
  • Solution
  • Regular Price
  • Type

Zendesk brings businesses and customers closer together. Zendesk is a customer service platform. It's designed for companies that want to create customer relationships that are more meaningful, personal, and productive. Zendesk helps companies provide great support and then mature with self-service and proactive engagement.

Zendesk is the leading cloud-based customer service software solution trusted by more than 64,000 customers in 150 countries worldwide. Companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction. Loved by both customer service teams and their customers for its beautifully simple interface, Zendesk is easy to try, buy, implement, and use. Zendesk seamlessly integrates all of your support channels including email, web, chat, and social media.

Deploy to as many customer service agents as you need whether it's 5, 50, or 500. Zendesk has been deployed by companies with thousands of agents and with tens of thousands of tickets each day.

Zendesk is the proven cloud-based customer service software solution that is the fastest way to enable great customer service in companies of all sizes and industries. Zendesk is so easy to use, it is loved by support teams and their customers worldwide. You can access Zendesk anywhere, from any device.

"Outstanding Solution"

What do you like best?

I have been using Zendesk at my company and at some of our clients for us. It is easily the best solution out there and I have seen quite a lot. The best feature for me is the ease to set it up and use it. I mean you can literally be up and running with a support solution that beats most other offering within just a few hours. It also scales and adjusts really well. I mean we are using just a few features for customer facing support in my company, but I have used it in large scale operations that have been using all the bells and whistles. Out of the box, it can handle anything from support tickets to knowledge base and support forums. Last, but not least, it integrates well with other solutions. For example, we are using Jira to track our development work and we got it working within minutes.

What do you dislike?

Honestly, I can't think of anything I don't like about the software!

Recommendations to others considering the product

I think it can handle different industries very well and, most importantly, it is easy to use for customers. My recommendation is to start with your most important features and then add additional features over time.

What business problems are you solving with the product? What benefits have you realized?

For us, it is handling customer tickets and we also have been able to feed these support tickets to our developers without having to have the customer communicate with the developer directly. With a little bit of extra effort, it also helps us to avoid duplicate tickets.

Zendesk Support Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

86%
(Based on 827 reviews)

Response Automation

Respond to common requests with standard reply

85%
(Based on 762 reviews)

SLA Management

Service Level Agreement Management

82%
(Based on 537 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

85%
(Based on 786 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 800 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

90%
(Based on 850 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 853 reviews)

Administration

Change Management

Tools to track and implement required IT changes in a system.

88%
(Based on 12 reviews)

Asset Management

Tools to organize and manage all IT assets within an organization.

84%
(Based on 11 reviews)

Reports & Analytics

A means to view and analyze a large amount of data in order to gain business insights.

88%
(Based on 15 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

87%
(Based on 352 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

87%
(Based on 342 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

83%
(Based on 245 reviews)

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

84%
(Based on 244 reviews)

Process

Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

85%
(Based on 132 reviews)

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

92%
(Based on 179 reviews)

Macros

Allows administrators to create templated responses to frequently asked questions.

88%
(Based on 158 reviews)

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

88%
(Based on 158 reviews)

Service Desk

Help Desk

A place for users to submit tickets when they require IT help.

87%
(Based on 20 reviews)

Incident Reports

Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.

89%
(Based on 17 reviews)

Process Workflow

The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

84%
(Based on 15 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

87%
(Based on 257 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

86%
(Based on 227 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

90%
(Based on 367 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

86%
(Based on 213 reviews)

Channels

Phone

Connects employees with customers through a calling solution.

81%
(Based on 90 reviews)

Text

Connects employees with customers through a text message solution.

84%
(Based on 66 reviews)

Email

Connects employees with customers through an email solution.

91%
(Based on 174 reviews)

Social

Connects employees with customers through a social media solution.

87%
(Based on 123 reviews)

Live Chat

Connects employees with customers through a live chat solution.

86%
(Based on 118 reviews)

Insight

Surveys

Provides opportunity for customers to give feedback through a survey.

85%
(Based on 112 reviews)

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

85%
(Based on 154 reviews)

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

86%
(Based on 135 reviews)

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

87%
(Based on 162 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

86%
(Based on 652 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

89%
(Based on 758 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

85%
(Based on 473 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

83%
(Based on 397 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

82%
(Based on 287 reviews)

Customer and Contacts Database

Central repository for account and contact information

83%
(Based on 402 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

83%
(Based on 283 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

81%
(Based on 197 reviews)

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

79%
(Based on 180 reviews)

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

82%
(Based on 452 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

85%
(Based on 631 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

83%
(Based on 493 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

84%
(Based on 478 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

81%
(Based on 329 reviews)

Reporting

82%
(Based on 699 reviews)

Dashboards

83%
(Based on 727 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

83%
(Based on 152 reviews)

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

83%
(Based on 265 reviews)

Customization

82%
(Based on 351 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

85%
(Based on 371 reviews)

Internationalization

84%
(Based on 212 reviews)

Performance & Reliability

86%
(Based on 382 reviews)

Integration APIs

86%
(Based on 302 reviews)

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