Zendesk Support

4.2
(1,203)

Give customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.

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Zendesk Support Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

86%
(Based on 755 reviews)

Response Automation

Respond to common requests with standard reply

85%
(Based on 693 reviews)

SLA Management

Service Level Agreement Management

82%
(Based on 490 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

85%
(Based on 718 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 730 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

90%
(Based on 775 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 776 reviews)

Administration

Change Management

Tools to track and implement required IT changes in a system.

Not enough data available

Asset Management

Tools to organize and manage all IT assets within an organization.

Not enough data available

Reports & Analytics

A means to view and analyze a large amount of data in order to gain business insights.

Not enough data available

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

87%
(Based on 305 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

87%
(Based on 299 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

83%
(Based on 216 reviews)

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

84%
(Based on 214 reviews)

Process

Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

85%
(Based on 108 reviews)

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

91%
(Based on 150 reviews)

Macros

Allows administrators to create templated responses to frequently asked questions.

88%
(Based on 135 reviews)

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

88%
(Based on 133 reviews)

Service Desk

Help Desk

A place for users to submit tickets when they require IT help.

Not enough data available

Incident Reports

Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.

Not enough data available

Process Workflow

The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

Not enough data available

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

87%
(Based on 217 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

85%
(Based on 195 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

90%
(Based on 317 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

87%
(Based on 184 reviews)

Channels

Phone

Connects employees with customers through a calling solution.

81%
(Based on 76 reviews)

Text

Connects employees with customers through a text message solution.

85%
(Based on 59 reviews)

Email

Connects employees with customers through an email solution.

91%
(Based on 149 reviews)

Social

Connects employees with customers through a social media solution.

86%
(Based on 106 reviews)

Live Chat

Connects employees with customers through a live chat solution.

87%
(Based on 101 reviews)

Insight

Surveys

Provides opportunity for customers to give feedback through a survey.

85%
(Based on 98 reviews)

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

85%
(Based on 133 reviews)

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

86%
(Based on 120 reviews)

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

88%
(Based on 135 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

85%
(Based on 592 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

89%
(Based on 693 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

86%
(Based on 429 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

83%
(Based on 361 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

81%
(Based on 255 reviews)

Customer and Contacts Database

Central repository for account and contact information

83%
(Based on 363 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

82%
(Based on 257 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

80%
(Based on 178 reviews)

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

78%
(Based on 159 reviews)

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

82%
(Based on 415 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

85%
(Based on 577 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

83%
(Based on 449 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

84%
(Based on 439 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

80%
(Based on 292 reviews)

Reporting

81%
(Based on 635 reviews)

Dashboards

83%
(Based on 657 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

82%
(Based on 144 reviews)

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

83%
(Based on 246 reviews)

Customization

81%
(Based on 329 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

85%
(Based on 347 reviews)

Internationalization

84%
(Based on 198 reviews)

Performance & Reliability

87%
(Based on 354 reviews)

Integration APIs

86%
(Based on 281 reviews)