Zendesk

(6 customer reviews)

$5.00$199.00

Zendesk proves to be one of the most flexible software that equips you to hit the ground running and deliver quality customer service. It covers nearly every business aspect: from managing customer support and inside help desk to IT service desk with ITIL best practices. That’s pretty varied functionality comes in a product line: Support, Chat, Guide (self-service), Talk, and editions for internal help desk and IT service desk.

About Zendesk

With so many demands from various businesses and industries, there never seems to be a good platform. Zendesk, however, can be the ideal one. The proof? Zendesk Support comes as a help desk with lite versions of live chat and IM (Chat), self-service (Guide), and call center (Talk) modules that can be scaled in correspondence with your needs. The packages of tools are flexible, and some unavailable features can be bought as add-ons.Zendesk doesn’t drop the ball and meets the needs of startups and SMBs. The platform will become part and parcel of your customer service as provided features can address the complex business tasks. The hard fact: companies focus not only where they are, but where they can be. As your business grows, as you can scale Zendesk to the new requirements.

Zendesk simply drives customer queries from all the channels (email, live chat, phone, ticket, social media) into a single place. The software enhances the issue resolution by providing a search within the customer base, ticket routing, and a context to address the problem. The macros and canned responses are invaluable for support agents while dealing with repetitive issues and questions.

The idea behind the Support module is to fit business workflows with the automation, customization, and integration of apps you are already using. The customer surveys, satisfaction ratings, performance reports will reflect the quality of done work on the dashboards in corresponding to the standard and pre-defined metrics.

Being an ITIL compliant, Zendesk provides the IT help desk to enhance the routine of technical support across different price tiers and levels. So, if you need to offer multi-channel ticketing support or multi-tier support, Zendesk can handle that request. You get the automation of the workflows, macros, configurable rules, triggers, filters, ticket routing, problem management, and issue tracking and categorization, as well as robust analytics (on incidents, problems, and changes,) and self-service portal.

Zendesk also delivers a toolset for an internal help desk and treats your employees as customers too. Here you will get omnichannel support, AI automations, reporting on trends, response times, satisfaction rates, and self-service knowledge base. The solution becomes a single place for managing business apps, systems, integrations, and the like.

In a world where you can tweet at, comment on, share, push, and connect a multi-channel and comprehensive help desk platform becomes very handy. Zendesk is one of such software. It aims to put forward a human interaction and customer satisfaction while the triggers, automations, AI-powered bot handle the time-consuming tasks.

Profile Details: Features, Options, and Tools

Communication Channels

Zendesk Support does a great job in reflecting customer messages from email, chat, web widget, and social media – Facebook and Twitter. Now let’s get a little more information about each one.

  • Email comes with your own domain and any number of addresses. All emails sent to become tickets. You can customize HTML and text templates of outgoing emails.
  • Chat delivers a two-fold option: proactive support and initiation of a conversation with website visitors. The tools like shortcuts, agent-to-agent chat, or agent collaboration on the same ticket enhance the workflow.
  • A web widget is embedded support with quick access to a knowledge base, ticket submitting, or getting in touch via live chat.
  • Facebook wall posts and private messages can be converted into tickets. You can connect two Facebook pages to your Zendesk account.
  • Twitter DMs, tweets, and faves can be converted into tickets. Zendesk can monitor a couple of Twitter accounts. The agent and customer tweet-interaction is added as ticket comments.

Lite or Paid: Add-ons Valuable for Business

Zendesk Guide is a self-service module that brings the value for two worlds. Сustomers can search a knowledge base, FAQ section, and portal for the answers, and support agents get reduced workload from common and repetitive inquiries and questions. There is also an internal knowledge base that should be designed as the information resource for support agents.

Zendesk Guide

"Arrange content" tab in Zendesk Guide

The AI-powered Answer Bot can suggest knowledge base content while customer types the inquiry. That also gives the fast answer to a customer and shows what instructions and articles should be improved.

The articles can be divided according to categories, and the most popular can be placed on the top of the article list in the help center. In order to track the relevance of the article add to the labels (i.e., keywords, phrases, and the like.) Later you can use API to retrieve the content by labels.

Zendesk also enables the customization and branding for the customer portal and community. Due to the built-in code editor, the help center can be customized with HTML, CSS, or JavaScript. The customization panel allows changing color, font, logo, name. The interface may get localized language or by any other – Zendesk Guide supports 40 languages.

Zendesk Chat directs the support team directly to a customer wherever they have settled: website, product page, or a knowledge base article. That way you can address the shortcomings and lead a customer via the right pathway to purchase or an issue resolution. The visitors and potential customers are turning to live chat support when they have some questions about the service, product, delivery, and so on. The Lite version with basic toolset can be upgraded, customized and branded to address business needs.

Zendesk Chat

The homepage of Zendesk Chat

Zendesk Talk ensures that you equipped your support team with the right tools making and receiving concurrent customer calls. All calls and voicemails are converted into tickets to enhance tracking and resolution. You can get local and toll-free numbers in 40 countries.

Making a call from Zendesk

How Zendesk displays incoming calls. Source: YouTube

Your support agents can record the greetings and enjoy the full control over the call console. The system has queue management that determines the maximum of incoming callers for an agent to work with. The group routing and IVR (interactive voice response) system help to get the customer to the right support rep to handle the issue. The calls and voicemail in English can be recorded in the time period that ranges from 1 week to 2 years.

As for the analytics, the call history can be analyzed in numerous metrics – agent, call status, wait time, hold time, and the like. Plus, you can use Zendesk Explore to get an in-depth analysis of phone support performance.

Dashboard view of Zendesk Talk

Ticket Management

The ticketing system is one of the essential parts of Zendesk Support. Support agents can use views to get an overview of their tickets. A couple of things to know about views:

  • they can be personal and shared.
  • agents can create their own views and deactivate/modify the existing ones.

Zendesk Support

Default and custom views in Zendesk Support

The tickets itself can have standard and custom fields, as well as multiple forms. You can support multi-brand – up to 300 brands and products with different business rules, support channels, self-service portals. In case the ticket resolution requires updates from the third-party, then you can apply for the on-hold status until it gets updated.

The life-saving option for reps is macros – it streamlines the responses to repetitive inquiries. Also, support agents can make their tickets informative with attachments and more readable with text formatting – headlines, bullet lists, image attaching come in handy if the customer question is complex.

Zendesk Support

A form for creating a new Macro in Zendesk Support. 

Another feature to mention is dynamic content that inserts ticket content in the language preferred by a customer.

Setting up Workflows

The well-thought and set workflows can take the support team performance to the next level and side hustle will disappear. First off, Zendesk Support has SLA management to

  • track the performance by specific targets, chosen conditions
  • measure response, reply, and resolution time

Business rules are represented by

    • triggers save time as they initiate actions depending on the changes or actions on tickets. Zendesk offers pre-defined triggers based on the best practices. The triggers can be customized and turn off as well.

Zendesk Support

    • automations set off a certain workflow based on the time-based conditions. They come as predefined options that can be modified or turned off.

Zendesk Support

You can set multiple sets of business hours that are called Schedules in Zendesk. They are applied to SLA, ticket workflow, triggers, and automations. If you run multiple brand or organizations, you can create multiple sets of business hours.

The reporting of business rules helps to define the weak spots in the usage of automations, triggers, macros, and views and improve them.

Agent Productivity Tools

The quality service depends on the help desk software and the support team. If your agents are motivated and have a useful feature set at hand, the customers are satisfied and happy. So, with Zendesk, you enable UI for reps in 28 languages and multiple tabs to have a ticket, customer profile, results from the knowledge base at the fingertips.

There are many features to improve ticket management. When the agents log in the system for the first time, they get the view of tickets that require urgent attention. The agent collision displays the agents who view the ticket and edits it. That option improves collaboration and avoids two reps responding to a single customer. But there is also a play button – the option that opens the first ticket in the view that isn’t opened by another agent. It saves time and boosts productivity. Another feature – a guided mode – the agent get the ticket that was assigned by the admin. Skill-based routing enhances the ticket directing to the right agent due to the pre-configuration according to skills, ticket type, group of agents, and the like.

There is also a unique role – a light agent in Zendesk Support. This employee can only view tickets and leave private comments. That is a great way to get all the company engaged in efficient customer support.

Customer Management

The wise support service leverages the context and information about a customer to deliver quality issue resolution. Zendesk Support does its best to gather maximum available information and bring it to the support rep when it is needed. So, here you have a customer profile that collects necessary data, preferred languages, and data entered in custom user fields. Information from both custom user field or custom organization fields can be applied to triggers and automations for creating dedicated workflows.

A customer list is another useful option in terms of segmentation. It uses data collected in custom user or organization fields or tags to filter customers. These lists can be exported in CSV file, send via email, or surveyed with MailChimp or SurveyMonkey.

Customer satisfaction ratings are used to measure customer satisfaction with a service. After 24 hours after ticket resolution, the customer gets an email with a question about the service quality – the answer suggested: Good, I’m satisfied” or “Bad, I’m unsatisfied.”

Satisfaction prediction option is based on machine learning and integrated into views, reports, and workflows. It brings more context to a support agent and shows the possible satisfaction rate before the ticket gets closed.

NPS (Net Promoter Score) survey helps to gather customer feedback and measure the loyalty to your brand. Customers response with choosing one of the NPS-relating emoticons and leaving their comments. All that data is attached to a customer profile for further reference.

Robust Reports

In today’s business environment nothing is beyond the measure, and advanced analytics brings data that inform and guide strategies. Zendesk offers a set of dashboards to check and measure the performance:

  • overview dashboard delivers the key metrics on tickets, channels, benchmark, top articles, searches, and agents
  • support performance dashboard can show data on critical ticket metrics, ticket volume, agent performance. It also gives information about deleted tickets and updates every hour
  • Guide dashboards are pre-built for capturing information on the knowledge base activity, community engagement, and search behavior
  • Talk dashboards are pre-built and depict data on agent performance, call volume, and the like
  • Chat dashboards are built to enhance the analysis of agent activity, chat volumes, and how support agents contribute to the bottom line

 

The automated time tracking delivers impactful information on the time spent on every ticket and so gathers data for operations and management improvement. There are also SLA reporting and custom fields reports.

Hard Skills: The Actual Use Cases

Scenario 1: Multi-channel and Business Rules for Efficiency Boost

Many organizations, either large companies or SMBs, keep growing their audience around the globe, and their teams and requirements to software changes as well. Here is a kind of situation when Zendesk can help. The platform delivers multi-channel support, automations and triggers to assign and route tickets, macros and SLA management to streamline the quality and speed of the responses.

Multibranding and customizations of business hours, SLA, customer portal are the advantages options for businesses that run a few products or services in different counties or time zones. The multiple dashboards of Zendesk analytics drive the information and insights for detecting weak spots. And customer feedbacks and satisfaction rates help to advance support agents and customer service performance.

Scenario 2: Improve Customer Satisfaction on Every Contact Spot

In such a vast and complex market many businesses gain customer loyalty with the extensive educational materials and personalized service. With Zendesk Suite (that includes Support, Chat, Talk, and Guide), your service team can address issues and question of any difficulty. Customer satisfaction rates and other surveys show the quality of service and support team in general.

The workflows and automations help to navigate customers and leverage the available Guide content to deliver the required answer or thing. The live chat and social media, however, contribute to faster responses and personalized service. Zendesk multi-channel support improves understanding of customers what drives the service quality, as well as turns many customers into brand advocates.

Scenario 3: Drive Value to eCommerce Support

Retailers face the ever-evolving challenge of improving customer experience. Once you understand what customer wants to buy, how they shop, and the channels they use, you can address their expectations on every channel and build loyalty to the brand. Zendesk multi-channel support easily handles the tickets driven from emails, social media, phone calls, and chats. What makes it different from other help desk platforms is the context into a customer’s buying history.

Live chat option can contribute to the ticket volume reduction. How? The capability to initiate a conversation with a customer on any page of your website improves the ticket deflection rate. In some cases, customers themselves go to the knowledge base or help center for an answer. In other cases, the Answer Bot suggests the content from the knowledge base while customer typing the question. Thus, if there is still a problem, customer can fill in the ticket form in the live chat.

The integrated Support and Chat from Zendesk works smoothly, and the support agents don’t have to switch between different apps. Plus, the data collection for insights in more in-depth and, therefore, efficient for further advancements.

Scenario 4: Personalized Support and Reduced of Expenses

Many businesses set the focus on improving the first response rate and decrease the support costs without lowering customer experience quality. Zendesk Support and a freelance support team can become a workable solution for such a strategy.

As for the team performance, Zendesk brings the time-tracking, internal knowledge base and notifications to enhance support agents' routine. Besides, the agent collision, tagging, and light agents can contribute to efficient collaboration. As for the responses, the macros and business rules, as well as insights into customer profile and interaction history streamline the responses. Moreover, the dashboards with insights show the weak spots and pathways for improvement.

Qualifications: Zendesk Toolboxes and Costs

Every company wants to wow their customers with quality service and not to confuse the support team with complicated functionality of the help desk platform. Zendesk suggests five packages with different features. The subscription price is calculated by one agent per month and comes in annual or monthly billing. The free trial available with a Professional package toolbox, but you can contact and choose any other package. As for the add-ons – Chat, Guide, and Talk – you can try them all together with Support in any combination.

Essential

$5 agent/mo (annually) and $9 agent/mo (monthly)

Communication channels

  • email channel
  • social media channel (Facebook and Twitter)
  • web widget
  • support and chat SDK
  • Guide Lite
  • Chat Lite
  • Talk Lite

 

Agent efficiency

  • Macros
  • Mobile app
  • Multilingual agent UI
  • Essential cards
  • Interaction history

 

Help desk management

  • Ticket sharing between Zendesk Support

 

Customer relationship management

  • Contact and ticket history
  • Contact form
  • Device data log

 

Reporting and analytics

  • Overview dashboard
  • Zendesk Benchmark

 

Platform

  • API rate – 10 RPM

 

Security

  • SSL encryption
  • Digitally signed emails (DKIM/DMARC)
  • Two-Factor Authentication
  • Agent device management
  • Encryption: data at rest and in motion
  • Disaster recovery

 

Team

$19 agent/mo (annually) and $25 agent/mo (monthly)

Communication channels

  • email channel
  • social media channel (Facebook and Twitter)
  • web widget
  • support and chat SDK
  • Guide Lite
  • Chat Lite
  • Talk Lite

 

Agent efficiency

  • Macros
  • Mobile app
  • Multilingual agent UI
  • Essential cards
  • Interaction history
  • Custom groups and views

 

Help desk management

  • Ticket sharing between Zendesk Support
  • Custom business rules

 

Customer relationship management

  • Contacts and ticket history
  • Contact Form
  • Device data log
  • Single group contacts by organization
  • Custom user and organization fields

 

Reporting

  • Overview dashboard
  • Zendesk Benchmark
  • Support Performance dashboards

 

Platform

  • Public apps and integrations
  • API rate – 200 RPM

 

Security

  • SNI SSL encryption
  • Digitally signed emails (DKIM/DMARC)
  • Two-Factor Authentication
  • Agent device management
  • Encryption: data at rest and in motion
  • Disaster recovery
  • Single sign-on (SSO) for web and mobile with JWT

 

Professional

$49 agent/mo (annually) and $59 agent/mo (monthly)

Communication channels

  • email channel
  • social media channel (Facebook and Twitter)
  • web widget
  • support and chat SDK
  • Guide Lite
  • Chat Lite
  • Talk Lite

 

Agent efficiency

  • Macros
  • Mobile app
  • Multilingual agent UI
  • Essential cards
  • Interaction history
  • Custom groups and views
  • Dynamic content
  • Pathfinder app (for additional payment)

 

Help desk management

  • Ticket sharing between Zendesk Support
  • Custom business rules
  • Single business hours
  • SLA management
  • Multiple ticket forms (for additional payment)
  • Light agents (for additional payment)

 

Customer relationship management

  • Contacts and ticket history
  • Contact Form
  • Device data log
  • Multiple group contacts by organization
  • Custom user and organization fields
  • CSAT and follow-up survey
  • Customer Lists (for additional payment)
  • Net Promoter Score® Surveys (for additional payment)

 

Reporting

  • Overview dashboard
  • Zendesk Benchmark
  • Support Performance dashboards
  • Advanced analytics powered by Zendesk Explore

 

Platform

  • Public apps and integrations
  • Private custom apps integrations
  • API rate – 400 RPM

 

Security

  • SNI or IP-bassed SSL encryption
  • Digitally signed emails (DKIM/DMARC)
  • Two-Factor Authentication
  • Agent device management
  • Encryption: data at rest and in motion
  • Disaster recovery
  • Single sign-on (SSO) for web and mobile with JWT/SALM
  • Automatic redaction

 

Enterprise

$99 agent/mo (annually) and $125 agent/mo (monthly)

Communication channels

  • email channel
  • social media channel (Facebook and Twitter)
  • web widget
  • support and chat SDK
  • Guide Lite
  • Chat Lite
  • Talk Lite

 

Agent efficiency

  • Macros
  • Mobile app
  • Multilingual agent UI
  • Essential cards
  • Interaction history
  • Custom groups and views
  • Dynamic content
  • Contextual workspaces
  • Pathfinder app
  • Guided mode
  • Skill-based routing

 

Help desk management

  • Automated ticket sharing between Zendesk Support
  • Custom business rules
  • Single business hours
  • SLA management
  • Multiple ticket forms
  • Light agents (for additional payment)
  • Custom roles and permissions
  • Premium Sandbox (for additional payment)
  • Sandbox test environment

 

Customer relationship management

  • Contacts and ticket history
  • Contact Form
  • Device data log
  • Multiple group contacts by organization
  • Custom user and organization fields
  • CSAT and follow-up survey
  • Customer Lists (for additional payment)
  • Net Promoter Score® Surveys (for additional payment)
  • Satisfaction Prediction

 

Reporting

  • Overview dashboard
  • Zendesk Benchmark
  • Support Performance dashboards
  • Advanced analytics powered by Zendesk Explore

 

Platform

  • Public apps and integrations
  • Private custom apps and integrations
  • Custom objects
  • 99.9% Uptime SLA (for additional payment)
  • API rate – 700 RPM

Security

  • SNI or IP-bassed SSL encryption
  • Digitally signed emails (DKIM/DMARC)
  • Two-Factor Authentication
  • Agent device management
  • Encryption: data at rest and in motion
  • Enhanced disaster recovery (for additional payment)
  • Single sign-on (SSO) for web and mobile with JWT/SALM
  • Automatic redaction
  • Network access restriction
  • Business rules analysis
  • Audit logs
  • Email compliance archive
  • Data center location (for additional payment)
  • Configurable HIPAA (for additional payment)

 

Elite

$199 agent/mo (annually)

Communication channels

  • email channel
  • social media channel (Facebook and Twitter)
  • web widget
  • support and chat SDK
  • Guide Lite
  • Chat Lite
  • Talk Lite

 

Agent efficiency

  • Macros
  • Mobile app
  • Multilingual agent UI
  • Essential cards
  • Interaction history
  • Custom groups and views
  • Dynamic content
  • Contextual workspaces
  • Pathfinder app
  • Guided mode
  • Skill-based routing

 

Help desk management

  • Automated ticket sharing between Zendesk Support
  • Custom business rules
  • Single business hours
  • SLA management
  • Multiple ticket forms
  • Light agents (for additional payment)
  • Custom roles and permissions
  • Premium Sandbox (for additional payment)
  • Sandbox test environment (for additional payment)

 

Customer relationship management

  • Contacts and ticket history
  • Contact Form
  • Device data log
  • Multiple group contacts by organization
  • Custom user and organization fields
  • CSAT and follow-up survey
  • Customer Lists (for additional payment)
  • Net Promoter Score® Surveys (for additional payment)
  • Satisfaction Prediction

 

Reporting

  • Overview dashboard
  • Zendesk Benchmark
  • Support Performance dashboards
  • Advanced analytics powered by Zendesk Explore

 

Platform

  • Public apps and integrations
  • Private custom apps and integrations
  • Custom objects
  • 99.9% Uptime SLA
  • API rate – 700 RPM

 

Security

  • SNI or IP-bassed SSL encryption
  • Digitally signed emails (DKIM/DMARC)
  • Two-Factor Authentication
  • Agent device management
  • Encryption: data at rest and in motion
  • Enhanced disaster recovery
  • Single sign-on (SSO) for web and mobile with JWT/SALM
  • Automatic redaction
  • Network access restriction
  • Business rules analysis
  • Audit logs
  • Email compliance archive
  • Datacenter location
  • Configurable HIPAA

 

Hobbies: Apps That Make a Powerful Pairing

While there are no hard and fast rules to which applications integrate, you can use Zendesk API for building private apps that will be used only in your account or choose any business solution from the marketplace. The public apps are available for two Zendesk products: Support and Chat.

The central page of Zendesk marketplace. Source: Zendesk

Here are enlisted a couple of free integration options for Support in such categories as:

  • Analytics and reporting – Nicereply, SimpleSat, FullStory, Timeshift Workforce Management, Ticket Analytics, and others
  • Channels – Textline, Google Play Reviews, Youtube Comments, App Store and Google Play Reviews, and others
  • Collaboration – Trello, Slack, Intercom, Zoom, and others
  • Compose and edit – Split-n-Close, RightGIF, DropBox, CloudApp, Undo, and others
  • e-Commerce and CRM – Zoho CRM, Capsule CRM, Shopify for Support, Magento, PrestaShop, and others
  • Email and social media – MailChimp Activity, Select an address, Infusionsoft, Metorik, and others
  • IT and project management – Jira, Project Management, Teamviewer, Teamwork Projects, IT Asset Management, and others
  • Knowledge and content – SetMore Appointments, Help Desk Migration, Agent Scripting, Mixpanel, and others
  • Productivity and time-tracking – Harvest, VIP User, Ticket History, Pathfinder, Clone Ticket, GoToAssist Remote Support, and others
  • Surveys and feedback – MailChimp, SurveyMonkey, UserVoice, SurveyPal, MaestroQA, and others
  • Telephony and SMS – RingCentral, Exotel Telephony App, FactBranch, SnapCall, babelConnect, and others
  • Zendesk Labs – Project Management, Out of Office, Zignatures, and Linkets

 

Awards and Certificates to Boast About

Zendesk gravitates towards the areas of high security and enables:

  • HIPAA/HITECH compliant and can make its Business Associate Agreement (BAA) available for execution by subscribers
  • Single sign-on (SSO) based on a technology called JSON Web Token (JWT) for securing the exchange of user authentication data
  • SSO with SAML support
  • Single sign-on (SSO) via Twitter, Facebook, or Google accounts
  • Two-factor authentication
  • ISO 27001:2013 certified
  • SSL encryption
  • SSL certificate hosting
  • Digitally signed emails (DKIM/DMARC)
  • Data Center Location can be US-only or EU-only

 

Education Options and Vendor’s Support

If you have a question or an issue, Zendesk support is inside of your immediate radius. You can start a conversation in a live chat where you get two options. First, you type question for a bot that will search the knowledge base for a solution. Second, you can leave a message that will be turned into a ticket. Another way of getting help is to visit their customer portal and look at article lists or type a question into a search bar.

In case, your problem is specific, feel free to ask a piece of advice at the community. Finally, you can contact with Zendesk support service via email and phone. Besides, Zendesk’s blog, live webinars, and training are an excellent opportunity to improve your skills in using the platform.

Additional information

Agent efficiency

Agent collision prevention, Bulk actions, Contextual Workspaces, Custom & Group Views, Dynamic content, Email scheduling, Essentials Card, Filtered Search, Group your agents, Guided Mode, Interaction History (Ticket activities), Keyboard shortcuts, Light Agents, Macros, Mobile app, Multilingual (Multiple) content, Private Comments within tickets, Restricted conversation views, Shared canned responses, Skills-based routing, Tags

Collaboration

Collaboration

Customer relationship management

Contact Form, Contacts & Accounts Management, Contacts & ticket history, Custom user and organization fields, Customer journey, Customer Lists, Customer profiles, Customer satisfaction ratings (CSAT), Device data log, Group contacts by organization, Identify contacts using external ID, Net Promoter Score® Surveys (Feedback), Organization profiles, Satisfaction Prediction

Help desk automation

Auto reply, Automatic ticket assignment using Dispatch'r, Custom business rules (triggers & automations), Event-triggered workflow automations, Multi-task workflows with one-touch Scenarios, Time-based Rules, Time-triggered automations, Workflow automations

Help desk management

Business Hours, Custom ticket fields, Dynamic ticket forms, Multiple Ticket Forms, Premium Sandbox, Sandbox test environment, Service Level Agreement (SLA) management, Set your Time Zone, SLA reporting, Ticket file attachment size, Ticket sharing

Incident Management

Approval Workflows, Form templates, Multiple SLA Policies

ITIL Aligned Capabilities

Problem Management

KB Customization

Complete portal customization, CSS customization, Custom domain mapping, Public portal customization

Knowledge base management

Community forums, Help Center insights, Internal Help Center, Knowledge base, Related articles, Rich text Help Center articles, SEO

Platform Integration

API rate limit, Cloud telephony integration app, Custom objects, Email integration with Outlook, Gamification, Google Apps (G Suite), HubSpot Integration, Integration with Atlassian Jira, Integrations, Private custom apps, Public apps (Marketplace), Salesforce integration, Slack integration, Webhooks, Zapier integration

Reporting & analytics

Advanced Insights, Agent Dashboard (Agent Scorecard), Analytics, Custom Reports, Export reports, Google Analytics for Help Center, Helpdesk in-depth report, Manager Dashboard (The Headquarters), Overview dashboard, Performance distribution, Save reports, Schedule Data Export, Schedule Reports, Support Performance dashboards, Team Dashboards, Ticket drill down in reports, Ticket lifecycle report, Ticket volume trends, User-specific reporting, Zendesk Benchmark

Security

Ability to configure for HIPAA, Advanced password policy for agents and customers, Agent device management, Audit logs, Automatic redaction, Business rules analysis, Content Delivery Network, Custom roles and permissions, Data center location, Digitally signed emails (DKIM/DMARC), Disaster recovery, Domain Whitelisting, Email compliance archive, Encryption: data at rest and in motion, GDPR compliance, Guaranteed availability SLA (1 Hour Support SLA), Log in with Google, Network access restriction (IP Whitelisting), PCI compliance (Level 1), Privacy Shield and Safe Harbor compliant, Single sign on with SAML, Single sign-on (SSO) for web and mobile, SPF(Sender Policy Framework), SSL encryption, Two-Factor Authentication

Support for organizations

Calling, Chat Support (in English), Email Support, Facebook, Guidance Program, Live chat, Multibrand Support, Phone Support (in English), Professional Services, SDK, Twitter, Web Widget

Ticket management

Assume identity, Custom Email Templates, Email forwarding, Email tickets, Mailboxes (inboxes), Merge tickets, Public and private notes in tickets, Satisfaction surveys – Customizable, Spam filtering, Support workflow, Ticket export, Ticket templates

Uncategorized

Automatic sitemap generation, Backup, Community forums, Date comparisons, Facebook in-sync app, Notifications, Printer-friendly, Unlimited End Users

6 reviews for Zendesk

  1. Director, Global Technical Support

    Zendesk will be an indispensable platform if you are looking for creating operational efficiencies, improving customer relations and service quality, or boost business process agility. This software is flexible and easy to use. The modification to the customer portal, reporting, ticket forms, and views are implemented in a few minutes. Zendesk also drives your team to higher service expertise, multiple workflows, and customer focus what ends in higher CSAT scores.

  2. Special Event Coordinator

    If you are looking for useful software that deals with ticket tracking, prioritizing, and executing, then Zendesk Support is the one you need. The platform is multichannel, and your customers get in touch with via the most convenient communication point – website, email, social media, or any other. Zendesk features are varied and handle agent productivity, reporting, automations, surveys, and the integration with public and private applications. This help desk improves support service quality and scales up or down to meet any business requirements.

  3. Sales Development

    With Zendesk, your team gets tools not only for customer service but also helps to understand customer problems. The platform delivers a ticketing system, agent productivity tools, customer profile management, analytics, and robust self-service options. The pre-defined triggers and automations improve agents’ routine and leave more time for complex issues. Zendesk helps to evolve in terms of compliance and risk management, improve business process agility, and cost management.

  4. Technical support

    Zendesk provides a comprehensible UI and a lot of useful capabilities. It is worth to mention the outstanding features of customer satisfaction prediction, and pre-built triggers, automations, and reports that enhance business rules setting and tracking. The macros save time on responding to the repetitive tickets. As Zendesk has strong service expertise, it advances customer relations and experience.

  5. Anonymous

    Zendesk proved to be efficient in a quick issue resolution on multiple channels on time. The collaboration features enhanced and improved team communication and cooperation on ticket resolution. Self-service portal contributes significantly to reducing the number of tickets. Despite having a short learning curve, the support agents are better to get training before the implementation. Overall, Zendesk benefits were threefold: first, reduced costs, second, advanced satisfaction rates, and third, improved team collaboration.

  6. Gift S

    The key goals to deliver fast and quality responses to ticket and communicate on multiple channels are smoothly fulfilled with Zendesk. The platform has a comprehensive user interface and short learning curve. The ticket management and call center management tools advanced and brightened the interaction with customers on multiple channels. The reporting available at Zendesk gives the full view of support team performance, ticket metrics, top issues, and can also be modified to business requirements.

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