What is Help Desk Software?

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Zendesk is help desk software re-imagined

Zendesk is help desk software re-imagined. But what is help desk software? It is a software suite that enables customer support or support desk agents to receive, process, and respond to service requests.

Zendesk builds on this definition of help desk software by creating a powerful ticket-management platform that allows you to centralize all your customer conversations. You can quickly and easily increase productivity by automating business rules via triggers and automations, and by creating predetermined responses (known as “macros”) to frequently asked questions.

Customers appreciate having a single point of contact to get help for their issues. Zendesk enables conversations web, email, phone, Twitter, Facebook, iPhone, iPad, Android, BlackBerry, Windows Phone, online chat, community forums, knowledge bases and more. No matter how your customer contacts you, Zendesk centralizes all communication so nothing gets ignored.

Online help desk software that’s ready when you are

Zendesk is ready to use as soon as you create an account. Because it’s online help desk software, you don’t need to worry about severs or software updates, and you can access Zendesk anywhere, from any device. You can download our free native apps to your iPhone, iPad, Android, Blackberry, or Windows Phone and answer help desk tickets on the go.

Zendesk is designed to give your support department a broader and user-centered experience. You can easily configure your help desk to match the look and feel of your company – anything from simply changing the logo and color scheme to full blown customization via cascading style sheets (CSS). Moreover, you can choose your own support portal URL and configure your email address so that it matches your website’s domain.

Your help desk plays well with others

Zendesk’s 90+ integrations make it easy to create a seamless workflow experience and improve productivity by unifying the tools your team already uses into one interface.

Zendesk integrates with top online business tools, including CRM solutions like Salesforce.com or Highrise, or business applications like Atlassian JIRA, Google Analytics, and WordPress. Now you can finally close the loop between support and other departments in your company without the headaches of managing and syncing data.