HELP DESK

Zendesk Support Review

Product Snapshot

Product Pricing

Product is available in multiple plans:

Essential – $5 per agent per month
Team – $19 per agent per month
Professional – $49 per agent per month
Enterprise – $99 per agent per month
Elite – $100 per agent per month

Technology

Product is available as a SaaS solution and requires no additional hardware for installation.

Customer Focus

Vendor works with companies of all sizes and across multiple industries.

Select Customers

Box, FCC, Groupon, Shopify, Tesco

About Zendesk Support

Zendesk Support is help desk software that centralizes all customer information and facilitates tracking, prioritization and support ticket processes. The platform enables users to build customer trust through responsive, personalized responses, assist customers across multiple channels, and is equipped with agent collaboration tools.

The software is configurable to meet user-specific workflows, and offers hundreds of available applications as well as the ability to design customizations through the system’s API. Additionally, the platform provides visibility into customer interactions, is equipped with machine learning capabilities and delivers customer analytic reports.

About the Company

Zendesk was founded in 2007 and is headquartered in San Francisco, California.

Zendesk Support Key Features

Organize, centralize, prioritize and route support tickets for simplified workflows and easy browse and search capabilities
Set up rules, triggers, and other automations in addition to frequent-response macros
Customizable ticket views make identifying and reacting to high-priority issues simple
Share best practices with individual team members, across the organization or even with other Zendesk customers
Multiple customer support channels: web, email, phone, Twitter, Facebook, iPhone, iPad, Android, BlackBerry, Windows Phone, online chat, community forums, knowledge bases, etc.
Hit the ground running with 5-minute channel setups
Provide support agents with mobile tools through Zendesk’s apps for iPhone, iPad, Android, BlackBerry, and Windows Phone
Deliver proactive support with real-time channel monitoring functions and respond via public channels like Facebook and Twitter without ever leaving Zendesk
Review individual and team performance in light of consumer trends with custom reports and dashboards, or over 20 pre-defined templates
Use gathered data to forecast future trends and plan workforce resources accordingly