Help desk software
Help desk software enables customer support agents to receive, process, and respond to service requests. A great help desk is at the heart of great customer support.
Zendesk’s help desk software helps streamline customer support with time-saving tools like triggers and automations. And it’s intuitive, built with the experience of customer service and support desk agents in mind.
Whatever you call it—help desk, service desk or support desk software—it’s a means to an end. Because great customer support is not just about the tools you use. it’s about the relationships you have with your customers. And that’s what Zendesk is for—improving the relationships between businesses and their customers.
All your conversations in one place
Happy agents make happy customers
"Our agents love [Zendesk] because it offers the perfect balance of simplicity and power."
Make it yours
Fast, personal responses
Agents can create and share their own macros in order to quickly respond with a standard reply to recurring customer inquiries.
Personalised views let agents see their queue based on ticket status, assignee, group or other conditions.
Solve tickets better with teammates
Zendesk allows agents to copy co-workers and share information using private comments on tickets. It also displays real-time updates about who is viewing a ticket at any given moment.
Share relevant information across teams
Our service desk software comes with an internal Knowledge Base that allows agents to quickly refer to information and processes without losing their place.
Bring support into the rest of the organisation
Zendesk features Light agents, an add-on that allows an unlimited number of agents to view tickets and make private comments.
Keep good time
Get the right information from customers
Dynamic request forms give agents extra context, so they’re prepared to offer personalised customer support before the conversation even begins.
Never miss a deadline
With built-in internal SLAs, agents can set their own SLAs for specific tickets and measure to the minute to keep an eye on status.
Take your help desk on the go
Our native mobile apps enable agents to respond to customer requests—even when they’re away from their desks.
"The user interface is very well-designed."
Learn how a great agent experience and other attributes of our help desk software have influenced Zendesk’s move into the leader section of Gartner’s Magic Quadrant.
Help desk software is for all types of teams—and customers
Shopify scaled support operations for its e-commerce business using Zendesk.