Find your perfect match

Service-level guarantee A guarantee of a one-hour global first reply time to English-language inquiries for 95% of requests.

Professional Services Work with our success team experts on a custom engagement. Based on your goals, we can implement programs to speed adoption of Zendesk, optimize your support processes or transform your business with improved customer & agent experience.

Email Out-the-box email integration (no need to set up your mail server) with unlimited email addresses. Customizable HTML and text templates.

Public Social Media (Facebook & Twitter) Engage customers over public messages like Tweets or Facebook wall posts and easily convert them into tickets.

Web Widget Embed support on your website. Allow customers to search the knowledge base, send a message, or start a live chat.

Support & Chat SDK Bring Support and Chat functionality natively into your iOS and Android apps. Visit developer.zendesk.com for more details.

Talk (Phone support) Make or receive customer calls directly in Zendesk Support. Voicemail recordings and transcriptions are automatically captured in tickets.

Phone: CTI Toolkit & Integrations We have over 90+ plug-n-play CTI integrations available in our marketplace. You can also customize your call center with our CTI Toolkit which gives you the building blocks to integrate your current phone support solution.

Chat Provide real-time support to your customers, collaborate through agent-to-agent chat, and proactively engage with visitors on your website.

Social Messaging Engage customers over popular social messaging apps like WhatsApp, WeChat, Facebook Messenger, Twitter Direct Messages, Line and easily convert messages into tickets.

Premium Sandbox Test, train, and develop in an environment that mirrors your production instance.

Sandbox test environment Perform tests on Zendesk Support in a trial environment, separate from your production instance.

Multibrand

Device data log Embeddables (SDK & Web Widget) automatically generate information about what device or version of the app was being used when a user asks for help.

Group contacts by organization Add a user to one or many organizations to apply rules based on the group they belong to. Adding to multiple organizations is helpful for contractors, supervisors, or employees who may belong to multiple business units, departments, or locations.

Custom user and organization fields Capture customer information in user and organization fields. Set customer-centric workflows around these fields.

Customer satisfaction ratings (CSAT) & follow-up survey Automatically offer your customers the ability to rate the support they received on a ticket and follow up to ask why.

Customer Lists Know who your customers are outside of a support ticket. Organize your customers into lists based on tags and user fields.

Net Promoter Score℠ Surveys NPS® is a metric that measures customer loyalty. Send NPS surveys to track customer loyalty and gather customer feedback. Net Promoter and NPS are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

Satisfaction Prediction Predict how likely your customers are going to be satisfied. Powered by a machine learning model, your team can enter conversations with more context.

Overview dashboard Get a quick view summary of your key ticket metrics by channel, benchmark, and first reply; as well as your top articles, searches, and agents.

Zendesk Benchmark Compare yourself against your peers on key benchmark metrics like customer satisfaction, first response time, and ticket volume.

Performance dashboards Get visibility into ticket volume, customer satisfaction, and agent performance with KPI dashboards.

Public apps & integrations Zendesk Support has hundreds of public apps and integrations available in our marketplace so you can unite your business by integrating your favorite tools and important data.

Private custom apps & integrations Build your own Zendesk Support App or Channel, for exclusive use within your account, using our App or Channel Framework. Display and update external data, hide or show a field on a user or even build a custom workflow on tickets.

More Storage The More Storage add-on is available to those on Support Professional, Enterprise, and Elite plans. See more details here.

Custom Objects, powered by Sunshine Sunshine Lite is included in Support Enterprise and Elite plans. See more details here

99.9% Uptime SLA Our guarantee of 99.9% service availability per month is backed up by service credits for any lapses.

SSL encryption SSL encryption for users and customers connecting to your Zendesk.

Digitally signed emails (DKIM/DMARC) Enable SSL for your custom domain by uploading a certificate to your Zendesk. Send digitally-signed email messages for your custom domain to support the DKIM and DMARC standards.

Two-Factor Authentication An optional security feature for admins and agents. Makes it more difficult for someone to sign in as you by requiring a mobile passcode, in addition to a password, at login.

Agent device management Zendesk tracks the devices used to access your Zendesk account. Admins will receive an email notification when a new device is added.

Host mapping Map a subdomain of your own domain (such as support.mycompany.com) to your default Zendesk address.

Single sign-on (SSO) for web and mobile Provide SSO integration with your existing identity management system (Active Directory). Zendesk SSO relies on a technology called JSON Web Token (JWT) or SAML for securing the exchange of user authentication data.

Automatic redaction Remove credit card numbers from incoming tickets, comments & custom fields to prevent the credit card number from being stored in Zendesk Support so that you can protect confidential information.

Network access restriction Only allow access to your help desk from specified IP ranges. Choose to apply restriction to all users or only to the agent portal.

Business rules analysis In-depth analysis of how a given ticket property is used across your triggers, automations, macros, and ticket views.

Audit logs View a detailed list of critical changes that have been made to Zendesk Support.

Email compliance archive Send all Zendesk Support email notifications privately to an address of your choice, keeping a complete archive of communication.

Data center location Specify a region or country where your account data must be stored. Select from US-only or EU-only. Some restrictions apply.

Encryption: data at rest and in motion Communications between you and Zendesk servers are encrypted via industry best-practices HTTPS and Transport Layer Security (TLS). Zendesk can provide Encryption at rest as required.

Disaster recovery Our disaster recovery program ensures that our services remain available or are easily recoverable in the case of a disaster. Target times are available as required.

Ability to configure for HIPAA Zendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers.