SAN FRANCISCO, CA – June 7, 2011 – Zendesk, the proven cloud-based help desk software provider, today announced the worlds largest customer service network, comprised of more than 10,000 companies that can now collaborate on support requests in order to serve more than 30 million users worldwide.
With Zendesk Ticket Sharing, a support agent can now seamlessly share a customer support request from their help desk with another organization also using Zendesk as their help desk software, such as a partner or supplier. All of the support interaction is then documented to make sure that no details slip through the cracks, and problems are resolved faster. This process eases collaboration across companies in order to deliver better customer service.
Previously, when multiple organizations wanted to collaborate in a support request, information could easily be lost because the support interaction was handled by multiple teams with different tools and processes, and there was no visibility into the progress of the support ticket. Aside from this, a support agent also had to figure out who the right contact at the other company was, therefore wasting time and resources.
Zendesk Ticket Sharing enables companies of all sizes, from SMBs to large enterprises, to tap into an established customer support ecosystem,” says Zack Urlocker, COO of Zendesk. “As more organizations collaborate within the Zendesk ecosystem, this network becomes more powerful, which translates to a superior customer experience and faster resolution times for everyone.”
“Sharing tickets is extremely useful when we receive inquiries better suited for our integration partners, like Syncr,” says Sri Vemuri, marketing manager at Harvest. “Our support team no longer needs to spend precious moments sending the ticket off in a separate email, and our customers don’t have to wait for a long time. Instead, we share a direct line of support that always gives us visibility into the progress of the support request, and ultimately results in a faster resolution for our customers.”
“Syncr works closely with Harvest data, so occasionally we receive support requests which require input from Harvest,” says Mark Van Holstyn, software developer at Mutually Human (developer of Syncr). “With Zendesk Ticket Sharing, there is a streamlined system of collaboration between Syncr and Harvest, which has allowed us to speed up communications with our customers and provide more helpful and comprehensive responses. Now, we can easily get the Harvest team involved in our customer support interactions, just as if they were a part of our own team.”
Zendesk’s breakthrough in ticket sharing is based on a new open standard that was announced today, NetworkedHelpDesk.org, and of which Zendesk is a founding member. NetworkedHelpDesk.orgs mission is to create a seamless communication stream among multiple organizations using disparate support systems, in order to deliver a superior customer experience. More details can be found here.
Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 25,000 Zendesk customers, including Adobe, MSNBC, Sony, OpenTable and Groupon, trust Zendesk with their most valuable asset, their customers. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.