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Zendesk Embeds Twitter Streams in Popular Help Desk Software

November 18, 2010

Now Customer Support Agents Can Monitor Twitter Streams Alongside Support Tickets

SAN FRANCISCO, CA – November 18, 2010 – Zendesk, a leading provider of web-based customer support software, today announced that Zendesk for Twitter now allows customer support agents to navigate Twitter posts from within the Zendesk interface. The new integration makes it easier than ever for Zendesk customers to put Twitter to work for their business.

“Our customers loved it when we introduced support for Twitter monitoring tools earlier this year,” said Zendesk CEO Mikkel Svane. “Since then their most frequent request has been for us to deliver the ability to monitor Twitter streams from within Zendesk itself. Now they can do just that, and handle tweets just like any other customer support channel.”

  • Now, agents can perform a wide variety of Twitter functions without ever leaving the familiar Zendesk interface, including:Consolidate customer support and Twitter requests into one workflow
  • Monitor saved search streams

  • Convert tweets to Zendesk tickets (known as ‘twickets’)

  • Process multiple tweets simultaneously with bulk actions

  • Use macros and predetermined responses on tweets

  • Re-tweet as appropriate from within Zendesk

  • Follow-up with direct-message conversations on Twitter

In addition, for agents who wish to create Zendesk tickets using their favorite Twitter clients, Zendesk now supports additional clients in the Twitter ecosystem, including Seesmic, MarketMeSuite and Media Funnel.

“Everyone can use Twitter to talk about their company but what is it worth if you aren’t listening to your customers?” said Chris Korhonen, user experience designer, Animoto. “When even computers can listen, ignoring customers on Twitter can be detrimental to your social media strategy. With Zendesk, our agents appreciate being able to follow Twitter from within their Zendesk dashboards. Now they can track and respond to relevant tweets, and collaborate with one another to make sure we are continuously responsive to customer comments.”

“There is no better way to improve customer satisfaction and attract more prospects than to show them you are truly listening,” said Maksim Ovsyannikov, Vice President Product Management, Zendesk. “Twitter represents the most rapidly growing social channel for the voice of the customer. Organizations that care about brand image and support understand the increasing importance of listening to customer feedback via Twitter. Zendesk for Twitter brings the power of social feedback and standard workflow together into one meaningful process”.

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About Zendesk

Zendesk is a leading provider of hosted help desk software that is reinventing how companies engage with their customers. The company serves more than 5,000 businesses large and small, including Twitter, MSNBC, Lonely Planet and SAP. Zendesk products are easy to customize, integrate, and use so companies can quickly start offering better customer support. Founded in 2007, Zendesk is funded by Charles River Ventures and Benchmark Capital. Learn more at

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