Established at 2007, Zendesk is world best customer service solution today. With headquarters at San Francisco, 16 Global offices, ~ 5000 employees, Zendesk serves more then 200,000 companies and millions of users at ~40 languages around the world.
Named a market leader by Gartner, Zendesk gives organizations the flexibility to move quickly, focus on innovation, and scale their growth.
Zendesk is a beautifully simple system for tracking, prioritizing, and solving customer support tickets. Zendesk puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers.
The system offers a full set of functionalities and tools to provide a world best customer service,it is intuitive, and it’s built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it’s easy to be productive and manage customer interactions.
The Zendesk provides simplified workflows through an easy to navigate, contextual interface, regardless of the channel.
Zendesk is designed to be flexible. It works right out of the box, or it can be configured to your preferences. Customize a workflow or use apps and integrations–any way you use it, Zendesk has the flexibility to fit your support needs.
Omnichannel
Zendesk omnichannel support offers simple, yet powerful solutions that make it easy for customers to engage with your business, where and when it’s right for them. Channels are connected so conversations are seamless, agents are more productive, and information can be shared across your company—all without losing focus.
Zendesk allows your customers reaching you out from Email, Phone, Chat, Social Messaging and more.
Social Messaging
Social Messaging for Zendesk lets you engage and support customers reaching out to your business from WhatsApp, LINE, WeChat, Facebook Messenger, and Twitter Direct Messages. You will receive messages sent to your accounts as new tickets inside Zendesk Support so you can easily engage with your customers using the interface you already know and love.
Multilingual and Multi-brand
Agents can work in their preferred language, with a localized admin interface available in over 40 languages.
Support up to 300 brands, products, service tiers, or regions. Data and activity are centralized within a single account, making it easy to manage.
Knowledge Capture App
With Guide, you can leverage your team’s collective knowledge. Agents can create new content, link articles into tickets, and flag content for improvements, directly from their Zendesk Support agent interface.
Triggers, Business Rules and Macros
Use triggers to route a ticket workflow based on specific actions or automatons for time-based conditions. You can easily turn these on or off, and customize them to your specific needs.
Use macros to respond quickly to standard requests with predefined actions. You can also generate other actions, like changing the status of a ticket or altering certain fields.
Integration
Zendesk single interface helps agents overcome barriers that have haunted their dreams for the last century. Full integration of your favorite marketplace apps and business tools, like Salesforce, Office 365, Dropbox, Jira, to Zendesk provide automation without comparison.
SLA Management
Service Level Agreement (SLA) views let your team easily see SLA status and avoid breaches. Apply them based on the conditions you set and then track metrics down to the minute.
Embedded support
Embed support natively on your website with the Web Widget or within your mobile app so customers can search for help, start a chat, place a call, or just email you without leaving your app.
Inbound and outbound calling
Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls. Keep track of calls with automatic ticket creation and call recording.
Skills-based routing
Automatically assign tickets to the right agents based on their skills, presence and workload. This ensures your customers receive prompt support and your agents aren’t overloaded.
Analytics
Track your support interactions across channels in a single view using Explore. Monitor agent productivity, customer satisfaction, handle times to anticipate customer needs and increase satisfaction.