Atlassian, New Relic, OTRS, PagerDuty, Pivotal Labs, Service Now, SugarCRM, and Zendesk Team to Deliver an Open Standard for Better Customer Service
June 7, 2011
SAN FRANCISCO, CA – June 7, 2011 – Zendesk, the leading provider of proven, cloud-based help desk software, today joined industry partners to announce NetworkedHelpDesk.org, an initiative to create seamless communication among multiple partners and suppliers to deliver an unprecedented customer experience. The announcement was made during the opening keynote of the Atlassian Summit in San Francisco.
Organizations with multiple partners, suppliers or departments typically use disparate systems to perform tasks such as project management, customer relationship management, or customer support. The NetworkedHelpDesk.org initiative provides a uniform way to connect these disparate systems for seamless collaboration through an open API.
As an example of the NetworkedHelpDesk.org vision at work, Atlassian and Zendesk today announced the beta version of a JIRA/Zendesk integration developed using the open API. This integration allows engineering and customer support organizations to seamlessly collaborate on resolving customer issues.
For example, when an issue comes into the customer support team via the Zendesk help desk, the support agent may recognize that the issue requires assistance from the engineering team. That support issue now can be sent seamlessly from Zendesk to the engineering teams JIRA issue tracking system through a single ticket.
This gives the engineering team complete visibility into the customer issue, and the engineer, in return, can send a resolution back to the customer support agent through the same ticket, said Adrian McDermott, Zendesks Vice President of Engineering. Nothing is lost across systems and the customer receives a complete and timely resolution to the problem.
NetworkedHelpDesk.org will provide a seamless experience between vendors, said Mike Cannon-Brookes, Atlassian CEO and Co-founder. And the ultimate realization of the initiative will be faster and more accurate help desk resolutions for customers.
NetworkedHelpDesk.org is founded by Atlassian, New Relic, OTRS, Pivotal Tracker, Service Now, SugarCRM, and Zendesk. Currently, more than 15 high-growth companies endorse this open standard including Coherence Design, Connect2Field, CustomWare, Freshbooks, GroundWork, PagerDuty, Pervasive, Rypple, Twilio, and Wildbit.
Software developers that develop products such as ticketing systems, bug trackers, knowledge bases, customer relationship management software, and more, are invited to join by going to NetworkedHelpDesk.org.
About the Founding Members
Atlassian provides software development and collaboration tools to help teams conceive, plan, build and launch great products. More than 24,000 organizations of all sizes use Atlassian’s issue tracking, collaboration and software development tools to work smarter and deliver quality results on time. Learn more at www.atlassian.com.
New Relic, Inc. is the all-in-one web application performance management provider for the cloud and the datacenter. Its SaaS solution, which combines real user monitoring, application monitoring, and availability monitoring in a single solution built from the ground up, changes the way developers and operations teams manage web application performance in real-time. More than 10,000 organizations use New Relic to optimize over 6 billion transactions in production each day. New Relic also partners with leading cloud management, platform and hosting vendors to provide their customers with instant visibility into the performance of deployed applications. New Relic is a private company headquartered in San Francisco, Ca. To learn more, visit www.newrelic.com.
OTRS is the leading open-source service innovation suite. The OTRS product suite comprises a Help Desk, an ITIL V3-compatible IT service management (ITSM) solution, an associated iPhone App and an underlying technology platform. Over 85,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 32 languages, enabling multi-national corporations to consolidate their service operations onto a single, unified solution. Key customers include industry leaders such as NASA, Siemens, Nokia, Toshiba. For more information on OTRS products and services, please visit www.otrs.com.
PagerDuty’s SaaS alerting and incident tracking system helps operations engineers and developers resolve problems with their IT systems as fast as possible. PagerDuty integrates with a variety of monitoring tools and handles the people part of the equation: alerting (via phone, SMS, email), on-call scheduling for teams, and automatic escalation of critical issues. Learn more at www.pagerduty.com
Pivotal Tracker is an easy to use, agile project management and collaboration tool. Built by Pivotal Labs, the recognized leader in agile software development, Pivotal Tracker transforms how you build software by increasing transparency and predictability, shortening the customer feedback loop, reducing risk, and focusing your entire team on common, realistic goals. Learn more at www.pivotaltracker.com
ServiceNow was created to break all the old rules of enterprise IT management software. Born in the cloud, ServiceNow makes IT immediate, social and intuitive. From the beginning, the company set out to give IT people powerfully simple cloud services that just work. Today, the world’s most recognizable and innovative companies rely on SaaS from ServiceNow to transform IT to achieve IT 3.0. Founded in 2004, ServiceNow was recently named by Inc. 500 as one of the fastest-growing companies in the world and is the undisputed market share leader in SaaS for IT. For more information, please visit www.service-now.com.
SugarCRM makes CRM Simple. As the world’s fastest growing customer relationship management (CRM) company, SugarCRM applications have been downloaded more than nine million times and currently serve over 800,000 end users in 80 countries. Over 7,000 customers have chosen SugarCRM’s On-Site and Cloud Computing services over proprietary alternatives. SugarCRM has been recognized for its customer success and product innovation by CRM Magazine, InfoWorld, Customer Interaction Solutions and Intelligent Enterprise. Learn more at www.sugarcrm.com.
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.