Zendesk Support

Zendesk Support

(1,148)
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 722 reviews)
Response Automation

Respond to common requests with standard reply

85%
(Based on 663 reviews)
SLA Management

Service Level Agreement Management

82%
(Based on 463 reviews)
Attachments/Screencasts

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

85%
(Based on 686 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 697 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

90%
(Based on 742 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 741 reviews)
Knowledge Share
Knowledge Base

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

87%
(Based on 288 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

87%
(Based on 282 reviews)
Community Forums

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

84%
(Based on 204 reviews)
Interactive FAQs & Forums

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

84%
(Based on 204 reviews)
Process
Mentions

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

87%
(Based on 97 reviews)
Tickets

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

91%
(Based on 137 reviews)
Macros

Allows administrators to create templated responses to frequently asked questions.

89%
(Based on 124 reviews)
Collaboration

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

89%
(Based on 120 reviews)
Interaction
Web Portals

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

88%
(Based on 206 reviews)
Forum to Reponse

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

86%
(Based on 185 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 302 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

87%
(Based on 173 reviews)
Channels
Phone

Connects employees with customers through a calling solution.

81%
(Based on 69 reviews)
Text

Connects employees with customers through a text message solution.

86%
(Based on 54 reviews)
Email

Connects employees with customers through an email solution.

92%
(Based on 136 reviews)
Social

Connects employees with customers through a social media solution.

86%
(Based on 98 reviews)
Live Chat

Connects employees with customers through a live chat solution.

87%
(Based on 90 reviews)
Insight
Surveys

Provides opportunity for customers to give feedback through a survey.

86%
(Based on 91 reviews)
Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

86%
(Based on 121 reviews)
Visitor Activity

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

87%
(Based on 107 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 123 reviews)
Communication Channels
Customer Portal

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

86%
(Based on 568 reviews)
Email to Case

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

89%
(Based on 659 reviews)
Chat/Live Support

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

86%
(Based on 408 reviews)
Social Integration

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

84%
(Based on 344 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 245 reviews)
Customer and Contacts Database

Central repository for account and contact information

83%
(Based on 348 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

83%
(Based on 244 reviews)
Call Scripting

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

81%
(Based on 168 reviews)
Interactive Voice Response (IVR)

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

79%
(Based on 151 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

82%
(Based on 395 reviews)
Knowledge Base

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

86%
(Based on 548 reviews)
Ideas/Feedback

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

83%
(Based on 425 reviews)
Q&A

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

84%
(Based on 416 reviews)
Reporting & Analytics
Social Monitoring

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

81%
(Based on 276 reviews)
Reporting

81%
(Based on 607 reviews)
Dashboards

83%
(Based on 629 reviews)
Platform
ITIL Compliance

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

82%
(Based on 131 reviews)
Mobile User Support

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

83%
(Based on 232 reviews)
Customization

82%
(Based on 312 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 329 reviews)
Internationalization

84%
(Based on 183 reviews)
Performance & Reliability

87%
(Based on 335 reviews)
Integration APIs

86%
(Based on 268 reviews)