Ticket Management
Improve response times with powerful ticket management
Centralize all your customer conversations so nothing gets ignored and everything is searchable from one place. Easily organize, prioritize and engage with others on support requests to ensure your customers get accurate and timely responses.
- Quickly identify and respond to high-priority issues with the help of customizable Ticket Views.
- Increase productivity by automating business rules, via triggers and automations, and creating predetermined responses to frequently asked questions, known as macros.
- Collaborate with other team members, company-wide or with other Zendesk accounts, and delight your customers with accurate and timely responses.
"Zendesk is our central point of communication between end users and support personnel, and because its so customizable, we can handle all requests and needs in an organized manner."
Multi-Channel Support
Connect with your customers anywhere, anytime
Enable conversations via multiple customer support channels -- web, email, phone, Twitter, Facebook, iPhone, iPad, Android, BlackBerry, Windows Phone, online chat, community forums, knowledge bases and more.
- Set up channels, such as phone support, in under 5 minutes.
- Respond to support requests anytime, anywhere through our mobile apps for iPhone, iPad, Android, BlackBerry, and Windows Phone.
- Provide proactive support through real-time monitoring and responding via social media channels such as Twitter and Facebook.
"Our main channels for customer support are phone, email and our website. With Zendesk, our agents can easily keep an eye out for any customer service issues that arise through these channels."
Reporting & Analytics
Gain instant insight into your support activities
Improve your support organization by effectively measuring team and individual performance, alongside customer trends. Our comprehensive reporting and analytics tools include more than 20 out-of-the-box, fully customizable, reports and dashboards.
- Monitor support trends to better understand what has happened and intelligently predict future outcomes.
- Use agent performance and ticket volume metrics to plan and optimize staffing needs.
- Analyze customer satisfaction ratings to know exactly how happy your customers are with the support they have received.
"Zendesk reports ensure we are staying agile and efficient with our support processes, even when business is growing at a tremendous pace. We can quickly and easily track ticket volume and keep an eye on agent productivity."
Self-Service Support
Help customers help themselves
Unleash a vibrant online community for your customers, employees, and partners. Give your users the power to find answers and create conversation by building discussion forums and a knowledge base in your Zendesk.
- Deflect incoming support requests to your help desk with a fully searchable knowledge base.
- Decrease ticket volume by suggesting relevant forum topics during ticket submission
- Enable an idea-sharing forum where customers can suggest and discuss their product needs and enhancements.
- Leverage your community of customers for additional expertise and information sharing.
- Extend the reach of your community by allowing your customers to share articles, ideas or questions with their favorite social networks.
"Forums have let us turn support into a community activity."
Custom Branding
Maintain your brand's unique look and feel
Create a seamless user experience by easily customizing your help desk to match your brand's look and feel. And, for global companies, easily configure your Zendesk to enable customer conversations across more than 40 languages and all timezones.
- Control the logo and color scheme to match your company's branding without the need for technical expertise.
- Customize the design of your Zendesk with full control of the style sheets (CSS).
- Choose your support URL and email address so that it matches your own domain (support@yourcompany.com).
"When our customers visit our support site, they don't feel like they've been suddenly been sent off to another land. Zendesk is easily customized to look exactly like our main site, which helps us provide a seamless customer experience."
Integrations
Close the loop between support and other departments
Extend your customer data and conversations by integrating your Zendesk with key business tools. Over 90 out-of-the-box integrations along with our robust, open API make it easy to connect Zendesk to your other critical business solutions.
- Integrate with leading CRM solutions, including Salesforce.com, SugarCRM, Highrise and Netsuite.
- Integrate with popular business applications such as Atlassian JIRA, Google Analytics, WordPress and FreshBooks.
- Expand product functionality with our robust open API, including the Networked Help Desk open standard.
To learn about all our integrations visit www.zendesk.com/integrations.
Next feature: Security"The headline for us is that right out-of-the-box, Zendesk optimized how we handle the core of our business: user generated content. We then used Zendesk's API to integrate ticket management into the process."
Security
We think about security so you don't have to
We not only help you stay on top of your customer conversations, but also ensure those conversations are private and secure. Our proven, cloud-based offering is protected by state-of-the-art security services at multiple levels, including physical security, infrastructure security, and application security.
- TRUSTe Privacy Certification Program, and US-EU and US-Swiss Safe Harbor program compliant.
- Tier 1 hosting provider that is certified SAS 70 Type II compliant.
- Comprehensive and transparent privacy policy.
Internationalization
Love Your Help Desk in Any Language
Efficiently manage your support communications in over 40 languages, including Chinese, French, German, Japanese, and more, to ensure you’re communicating with your customers in their preferred language.
- Create and respond to tickets in any language
- Easily create forum content in any language and make each forum visible based on the language of the end user
- Respond with dynamic placeholders that insert the right content, in the right language for your outbound responses
- Automatically detect and set the language preference of your customers and create workflows to automatically route tickets to the right agents supporting those languages
- Localized agent interface available in 10 languages, including Brazilian Portuguese, English, French, German, Italian, Japanese, Korean, Simplified Chinese, Spanish and Traditional Chinese
"Zendesk's Dynamic Content has helped us to streamline our global support. Now, we can not only set up workflows to automatically assign tickets to the right agent based on language, but also respond to a ticket in any language we support with just one macro."
