Zendesk Support

Zendesk Support

(955)
4.2 out of 5 stars

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 627 reviews)
Response Automation

Respond to common requests with standard reply

85%
(Based on 575 reviews)
SLA Management

Service Level Agreement Management

82%
(Based on 388 reviews)
Attachments/Screencasts

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

85%
(Based on 600 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 605 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

89%
(Based on 645 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 645 reviews)
Knowledge Share
Knowledge Base

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

87%
(Based on 215 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

87%
(Based on 211 reviews)
Community Forums

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

84%
(Based on 148 reviews)
Interactive FAQs & Forums

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

84%
(Based on 146 reviews)
Process
Mentions

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

87%
(Based on 78 reviews)
Tickets

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

92%
(Based on 108 reviews)
Macros

Allows administrators to create templated responses to frequently asked questions.

90%
(Based on 97 reviews)
Collaboration

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

89%
(Based on 95 reviews)
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 148 reviews)
Forum to Reponse

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

86%
(Based on 132 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 226 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

86%
(Based on 119 reviews)
Channels
Phone

Connects employees with customers through a calling solution.

81%
(Based on 48 reviews)
Text

Connects employees with customers through a text message solution.

84%
(Based on 40 reviews)
Email

Connects employees with customers through an email solution.

92%
(Based on 108 reviews)
Social

Connects employees with customers through a social media solution.

86%
(Based on 76 reviews)
Live Chat

Connects employees with customers through a live chat solution.

86%
(Based on 66 reviews)
Insight
Surveys

Provides opportunity for customers to give feedback through a survey.

86%
(Based on 71 reviews)
Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

86%
(Based on 96 reviews)
Visitor Activity

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

87%
(Based on 83 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 98 reviews)
Communication Channels
Customer Portal

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

85%
(Based on 491 reviews)
Email to Case

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

89%
(Based on 570 reviews)
Chat/Live Support

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

85%
(Based on 342 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 287 reviews)
Call Center
Make, Receive, and Record Calls

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

82%
(Based on 204 reviews)
Customer and Contacts Database

Central repository for account and contact information

83%
(Based on 301 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

83%
(Based on 205 reviews)
Call Scripting

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

81%
(Based on 139 reviews)
Interactive Voice Response (IVR)

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

80%
(Based on 124 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

82%
(Based on 332 reviews)
Knowledge Base

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

85%
(Based on 470 reviews)
Ideas/Feedback

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

83%
(Based on 359 reviews)
Q&A

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

84%
(Based on 348 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 228 reviews)
Reporting

81%
(Based on 529 reviews)
Dashboards

82%
(Based on 547 reviews)
Platform
ITIL Compliance

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

82%
(Based on 108 reviews)
Mobile User Support

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

82%
(Based on 196 reviews)
Customization

81%
(Based on 268 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 283 reviews)
Internationalization

83%
(Based on 158 reviews)
Performance & Reliability

87%
(Based on 290 reviews)
Integration APIs

86%
(Based on 232 reviews)