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.
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.
Ticket and Case Management
Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
Service Level Agreement Management
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Share and collaborate on tickets with multiple customer service representatives
Ticket Creation User Experience
User Experience of creating and submitting a ticket
Ticket Response User Experience
User Experience of responding and recieving a response
Tools to track and implement required IT changes in a system.
Tools to organize and manage all IT assets within an organization.
Reports & Analytics
A means to view and analyze a large amount of data in order to gain business insights.
Provides a repository of information that can be used by those seeking support.
Makes articles in the knowledge base searchable on the web.
Enables users to engage with other users to solve common issues.
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
Scours various channels for brand mentions to proactively seek reparative communications.
Creates and assigns support tickets, scheduling them in a timely manner.
Allows administrators to create templated responses to frequently asked questions.
Allows employees to communicate and collaborate on the problem solving journey.
A place for users to submit tickets when they require IT help.
Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
Forum to Reponse
Creates tickets from forum questions that were not resolved within the community.
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.
Embeds live chat capabilities within self-service tools.
Connects employees with customers through a calling solution.
Connects employees with customers through a text message solution.
Connects employees with customers through an email solution.
Connects employees with customers through a social media solution.
Connects employees with customers through a live chat solution.
Provides opportunity for customers to give feedback through a survey.
Enables administrators to create customized reports reflecting customer satisfaction.
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Ability for customer service agents to communicate with customers via live chat to solve problems live
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
Customer and Contacts Database
Central repository for account and contact information
Products and Version Tracking
Central repository for tracking products and product versions customer is using
Provides abilty for customer reps to use a script when calling customers for common reasons
Interactive Voice Response (IVR)
Automates interactions with telephone callers so that calls can be routed to the appropriate agent
Online discussion functionality so customers can have conversations among each other
Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry
Allows customers to enter and vote on suggestions to products and services
Allows customers to post questions publicly and get answers from customer service agents and other customers
Reporting & Analytics
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
ITIL is a methodology for ticket management that some Help Desk tools are built to support
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance & Reliability