SMS Service Alerts with Clickatell (PR)

March 31, 2009

It's been some months since we launched our Clickatell Target in Zendesk, but we haven't really promoted the functionality.

The Clickatell Target in Zendesk allows you to send out SMS Service Alerts to one or several phone numbers directly from a Zendesk trigger. So if you have people on duty but off site that do not have email access, you can set up automated business rules defining that if certain conditions occur, the off-site staff must receive a text message via SMS (available on all GSM networks) with details on the event.

As SMS text messaging can be both more reliable and globally more accessibly this makes a lot of sense for many customers.

We decided to work with Clickatell because they're world class. Clickatell is a mobile communications company specializing in SaaS messaging services and Bulk SMS gateway connectivity for enterprises.

Tomorrow starts the Wireless CTIA Conference in Las Vegas, and we have made a joint press release on the integration. Another reason to settle on Clickatell. Another reason to go with Zendesk. Full details below the fold.

Zendesk
and Clickatell ‘Answer the Call’ to Assist IT Help Desk and Customer Support
Staff via SMS Service Alerts™

Innovative Help
Desk Software Delivers SMS Tickets and Service Requests to Apple iPhone, Google
Android; Serves Growing Base of 1,000+ Customers Including Twitter, MSNBC

Wireless
CTIA Conference, Las Vegas, Nevada, March 31, 2009
– As text messaging continues to
expand beyond peer-to-peer and into to tens of thousands of business, community
and government applications—from social networking, banking, travel and
transportation, education, call centers, and more—Clickatell and Zendesk announced its work to mobilize IT help
desks and customer support centers around the world. Instead of physically
racing back to the cubicle to check the status queue or culling endless
voicemails to sort requests and changes, IT and customer support staff can
depend on anytime, anywhere Clickatell SMS Service Alerts™ to instantly notify
and update IT help desk professionals with customer support status for technical
problems, provide real-time service delivery schedule information and
coordination and instill greater productivity throughout organizations.

Available
for Apple’s iPhone and Google’s Android and countless other mobile devices,
Zendesk lists notable customers such as Twitter, MSNBC, The Rackspace Cloud,
Definiens, and more than 1,000 other small, medium and large enterprises.
Zendesk notifies help desk agents with new ticket assignments and outstanding requests
delivered to their mobile phone via SMS, which is immediate, reliable and
cost-effective even when voice calls and emails may not be. IT help desk
professionals need instant information to tend to mission critical support
issues and to prevent them from wasting time and energy tracking down technical
difficulties that have already been fixed. SMS Service Alerts offer freedom and
independence to IT help desk and customer service professionals to operate more
like the mobile emergency experts they really are. 

“Despite
being run ragged everyday with inadequate service tracking and scheduling
tools, IT and customer support workers everywhere are the real un-sung heroes
of the enterprise,” says Pieter de Villiers, Clickatell’s CEO. “They are
responsible for solving the problems that if gone unchecked halt productivity
and impact employees and customers which ultimately affects the bottom line.
Given today’s economic situation, Clickatell SMS Service Alerts are just the
answer that these hardworking professionals are looking for to maximize their
already vital role within the enterprise. SMS is the most immediate, reliable
and broadly available communication means ever invented because there is no
need to download anything, no requirement to access software – just simply read
the text message when it arrives on the phone.”

Definiens
Customers Benefit from SMS Customer Service

As the
number one Enterprise Image Intelligence® company, Definiens chose Zendesk Mobile Help Desk
and Clickatell SMS to deliver state-of-the-art customer service and support.
Definiens provides image analysis software that is at heart of critical
business processes in drug discovery, medical imaging and remote sensing. The
company wanted to globally provide user friendly and real-time customer support
and chose to implement mobile customer service using Zendesk and Clickatell.

Definiens’ software
analyzes and interprets digital images on every scale, from microscopic cell
structures to satellite pictures. Using the unique Definiens Cognition Network
Technology® it emulates the powerful human cognitive processes to automatically
extract intelligence from images.

“Our customers
and support staff are located across the globe. It is imperative that our
distributed teams are kept a breast of the latest information about new and
active support incidents, wherever they happen to be and at anytime. Using the
combination of Zendesk and mobile notifications enables us to offer our
customers the highest levels of service,”
explains Dr.
Wolfgang Rencken, Definiens COO.
“With Zendesk and Clickatell, mobile help desk implementation
was easy, operation is simple and the results are impeccable. We have
implemented a truly mobile, global help desk to serve our customers – anytime
and anywhere.”

“Our
software is even more valuable when customers can implement mobility to their
IT Service operations so they can count on it no matter the time or location,”
comments Mikkel Svane, Zendesk CEO. “Able to be implemented in less than a day,
Clickatell is the only mobile messaging provider who offers an easy to deploy
and use Software-as-a-Service messaging service and they are truly global.”

About
Clickatell
Clickatell enables businesses, governments
and communities to leverage the ubiquity of mobile messaging to inform, alert,
notify, transact, interact and share information. Delivering mobile
messaging solutions
since 2000, Clickatell is a global leader in
mobile communications specializing in SaaS messaging services and Bulk SMS gateway connectivity to small,
medium and large enterprises in a variety of vertical markets. Clickatell's
multi-modal capability and worldwide coverage gives organizations the power to
deliver any message to any device anywhere in the world. Reaching 775 networks
in more than 200 countries, Clickatell serves 8,300 customers including BBC,
Continental Airlines, CNN, First National Bank, Metropolitan Life, Oracle,
Shell, and other industry leaders. Clickatell products
and services
increase customer acquisition, improve loyalty and
build trusted brands through direct, personal, easy, and immediate
communications. A Sequoia-backed company, Clickatell is headquartered in
Redwood City, CA, and has offices in South Africa. For more information, please
visit http://www.clickatell.com/central/campaigns/redir.php?cid=96149

About Zendesk
Zendesk
is an enterprise cloud computing company delivering an on-demand helpdesk
solution for businesses and corporate IT organizations based on the latest Web
2.0 technologies and design philosophies that unifies the traditional internal
helpdesk with a company’s online presence to deliver seamless, superior
customer support. Delivered 100% on-demand over the Web,  Zendesk goes beyond the standard
database-driven ticket tracking, business rule automation, views and reporting
of traditional helpdesk systems to provide native Web 2.0 capabilities
throughout, including seamless email-ticket integration, customizable views and
associated RSS feeds,  tag-based
categorization, system-wide search, unlimited forums, mash-up widget-based
extension, plus a comprehensive REST/JSON/XML API for data exchange or
application integration, mash-ups and widget development.

Press contacts:

– Kelly Brieger – Clickatell USA, +1-650-704-1748,
kelly@kbpr.net

– Nicola Hunt – Clickatell SA, +27-21-910-7700,
nicola.hunt@clickatell.com

– Thomas Pedersen – Zendesk, +1 404-432-3408,
thomas@zendesk.com