Article

Zendesk update: staying safe and working for you

By Tom Keiser, Chief Operating Officer

Published March 12, 2020
Last modified March 12, 2020

Zendesk is closely monitoring the COVID-19 (novel coronavirus) situation as it evolves rapidly around the world. We are prepared for a wide range of outcomes, and our top priorities are to keep our 3,500 employees safe and to support the more than 155,000 companies—and their customers—who depend on Zendesk.

Our Business Continuity plan, which was created for situations such as this, is designed to allow Zendesk services and business operations to function optimally during these kinds of adverse situations.

Looking ahead

To our customers: we want to acknowledge that this is a difficult time and we will continue to put you at the centre of everything we do. You can expect the same level of support as always. Your communications will be responded to, questions answered, and issues resolved. Our workforce is enabled to work remotely, so you can count on us to be available to you when you need us.

This will of course continue as municipalities around the world begin to place temporary restrictions on travel and close public venues.

As a cloud-based solution, Zendesk can be accessed at any time from anywhere, so you can continue to provide great support to your customers even if you begin to initiate your own work-from-home policies.

Beyond that, we have invested heavily in building a robust infrastructure to ensure a high level of consistent reliability.

What is Zendesk doing right now?

In response to COVID-19, we have implemented the following high-level strategies:

  • 24/7 global monitoring of impacts related to the COVID-19;
  • Daily COVID-19 health, safety and business continuity response team communications since 27 January, 2020;
  • Daily Business Continuity strategy meetings;
  • A temporary focus on virtual events, such as Relater on 24 March, instead of in-person events and conferences;
  • Implementation of mandatory travel restrictions and work from home for all global Zendesk offices;
  • Validation of the capacity of significant partners who support our day-to-day ability to maintain a remote workforce.

Taking care of our employees

In an effort to keep Zendesk employees safe, Zendesk has initiated a temporary ban on all business travel. Although we love meeting our customers, partners and prospects face to face, we feel this is the right thing to do until it's safe to travel again. Until then, we will use all tools at our disposal to maintain the relationships that have been vital to Zendesk.

Working with non-profits

In an effort to help non-profits and community organisations impacted by COVID-19, Zendesk’s Tech For Good programme will donate free software and support to help manage volunteering, relief efforts, home assistance and more. Apply here.

Don't hesitate to contact us

We will continue to monitor this situation daily and provide further updates on this blog. Please be assured that we are here to help you continue to provide great experiences for your customers at support@zendesk.com.