Tech Specs

What Zendesk is made of

Description
Built For

Getting Started

Customer Support
Communication Channels

Email
Your Zendesk Support has its own email domain and supports any number of email addresses. All emails sent to Zendesk Support become tickets. You can set your reply (from) address for outgoing email. Also, you can customise the HTML and text email templates.
  • Customers
  • Agents
  • Admins
Essential

Twitter
Convert tweets, DMs and faves into Zendesk Support tickets. Zendesk Support can monitor one or more Twitter accounts and convert tweets to tickets as needed. All tweet activity between agents and Twitter users is added as ticket comments.
  • Customers
  • Agents
  • Admins
Essential

Facebook
Convert Facebook wall posts and private messages into Zendesk Support tickets. On the Essential Plan, you can link one Facebook Page to Zendesk Support. On Team, Professional, and Enterprise Plans, you can add up to two Facebook Pages.
  • Customers
  • Agents
  • Admins
Essential

Chat
Provide real-time support to your customers and proactively initiate chats with visitors on your website. With tools like shortcuts and agent-to-agent chat, collaborating on multiple chat conversations is a breeze for your support agents.
  • Customers
  • Agents
  • Admins
Add-on

Web Widget
Embed support wherever your customers are on your website. Allow them to search the knowledge base, send a message, or start a live chat.
  • Customers
  • Agents
  • Admins
Essential

Customer Support
Talk

Embedded phone support
Phone support software that allows agents to make or receive concurrent customer calls right from Zendesk Support. Calls and voice mails automatically create tickets for easy tracking and resolution. Agents may take calls in the Zendesk Support browser or forward calls to external phone numbers.
  • Customers
  • Agents
  • Admins
Add-on

Local & toll-free numbers
Support a global business: select a local or toll-free phone number from over 40 different countries, or port existing phone numbers. In some countries, port in an existing number (porting currently available in North America).
  • Customers
  • Agents
  • Admins
Add-on

Multiple greetings
Offer branded or localised experiences with multiple customised greetings. Record new messages via phone, or upload existing audio files for voicemail greetings, available agents, wait, hold and IVR messages. Both WAV and MP3 files are supported with a maximum file size of 10 MB.
  • Customers
  • Agents
  • Admins
Add-on

Full call control
Mute, hold and transfer are available to agents in the call console. With warm transfer, deliver smooth agent hand-offs and reduce customer effort with warm transfer. Place a caller on hold to consult another agent before transferring or returning to the customer.
  • Customers
  • Agents
  • Admins
Add-on

Queue management
Set queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed this limit are directed to voice mail. Set maximum queue wait time to determine how long customers may wait before leaving a voice mail.
  • Customers
  • Agents
  • Admins
Add-on

Inbound caller ID
Know who is calling with user information in the call console for incoming calls. Calls received from new, unknown users generate new user accounts. Contact details and full multi-channel support history are at agents’ fingertips during a call for easy reference.
  • Customers
  • Agents
  • Admins
Add-on

Group routing
Route calls to specific groups or to a set of groups in Zendesk Support, so callers reach the right agents for help. If more than one group is selected, the call will route to agents in the primary group first, then to agents in the secondary groups via round-robin.
  • Customers
  • Agents
  • Admins
Add-on

IVR (interactive voice response) systems
With multi-level interactive voice response (IVR), or phone trees, route customers to the correct agent or department and provide recorded responses for frequently asked questions. Create a menu with options callers can choose through key presses. Build a simple phone tree with one level or layer multiple menu levels together.
  • Customers
  • Agents
  • Admins
Add-on

Call and voice mail recording
Record inbound and outbound calls and voice mails to reference past conversations and ensure compliance with quality standards. Set expiry dates for call and voice mail recordings, ranging from 1 week to 2 years. Enable voice mail transcription per phone number for easy reference and fast resolution. Currently available in English only.
  • Customers
  • Agents
  • Admins
Add-on

Real-time dashboards
Stay informed of call activity with granular real-time data on call volumes, wait times, hold times and wrap-up time. Maintain visibility into agent activity, including talk, hold and wrap-up time and calls accepted, transferred and missed. Make an agent available or unavailable.
  • Customers
  • Agents
  • Admins
Add-on

Call history
View and analyse historical call data by agent, call status, wait time, hold time and more, to support operational decision making.
  • Customers
  • Agents
  • Admins
Add-on

Call data in Insights
Track and measure the performance of your phone support and understand how it fits into your overall support operations with the powerful analytics power of Insights.
  • Customers
  • Agents
  • Admins
Add-on

Failover
Failover automatically forwards incoming calls to an alternative number in the unlikely event of an outage, ensuring important calls always come through.
  • Customers
  • Agents
  • Admins
Add-on

Customer Support
Ticket Management

Default Views
Views are a collection of tickets based on ticket status, assignee, group or any other ticket conditions. Use views to help manage ticket workflow and organise tickets. Zendesk Support comes with pre-configured views that we recommend as best practices.
  • Customers
  • Agents
  • Admins
Essential

Macros
Macros allow agents to quickly respond to common requests with a standard reply. In addition, macros can generate an action, such as changing the status of the ticket. Zendesk Support comes with pre-configured macros we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins

Essential

Rich text formatting
Add rich text to your ticket responses, such as headings, bullet lists and other useful text formatting. Attach photos easily and in-line.
  • Customers
  • Agents
  • Admins
Essential

Customised ticket fields
Customised ticket fields help gather all the information needed for a support request. These fields can be made visible to agents and/or your customers, and can appear on tickets in Zendesk Support and the support request form.
  • Customers
  • Agents
  • Admins
Team

View original email
For any ticket, view the original email sent by the customer, including source code and HTML. Access to the original email expires 30 days after the email is received in Zendesk Support.
  • Customers
  • Agents
  • Admins
Essential

Attachments
Agents and customers can attach files to tickets. You can even drag and drop files into your Zendesk Support ticket response. There’s a 1MB limit for accounts on the Essential Plan, 7MB for Team Plan, 20MB for Professional and Enterprise Plans.
  • Customers
  • Agents
  • Admins
Essential

On-hold ticket status
When a ticket requires input and resolution from a third party, set the ticket status as on-hold, so you can differentiate response times of your team from the third party.
  • Customers
  • Agents
  • Admins
Team

Dynamic Content
Dynamic content is essentially multi-language placeholders that dynamically insert ticket content based on the customer’s preferred language. Agents can use dynamic content to easily provide localised support interactions. Dynamic content is supported in automations, macros, triggers and other system-generated messages.
  • Customers
  • Agents
  • Admins
Professional

Ticket forms
With ticket forms, you can create multiple support request forms that show a unique set of ticket fields. Ticket forms help ask the right questions and gather all the important information needed up-front. It can be made visible to agents and/or your customers.
  • Customers
  • Agents
  • Admins
Enterprise

Multibrand for 5 brands
Support up to 5 brands, products, service tiers or regions with unique Help Centres, support channels and business rules. Data and activity are centralised within a single account, making it easy to manage.
  • Customers
  • Agents
  • Admins
Enterprise

Unlimited Multibrand
Support unlimited brands, products, service tiers or regions with unique Help Centres, support channels and business rules. Data and activity are centralised within a single account, making it easy to manage.
  • Customers
  • Agents
  • Admins
Add-on

Customer Support
Agent Productivity Tools

Agent interface in 28 languages
Zendesk Support can be set in your agent’s preferred language with a localised interface. Includes; German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, Polish and Korean.
  • Customers
  • Agents
  • Admins
Essential

Tickets requiring your attention
This is a view on the agent dashboard that showcases the most relevant tickets when the agent first logs into Zendesk Support. The view consists of tickets that are new and open and assigned to you, unassigned tickets in your groups, and tickets not currently assigned to a group.
  • Customers
  • Agents
  • Admins
Essential

Play button
Use the Play button to open the first ticket in a ticket view that is not currently being viewed by another agent. The Play button eliminates cherry-picking of tickets and speeds up agent productivity.
  • Customers
  • Agents
  • Admins
Team

Guided mode
Guided Mode helps agents focus by preventing cherry-picking. Agents select from their assigned views, and are immediately guided to the next available ticket in the queue in the order set up by the admin. If an agent elects to skip a ticket, a reason can be entered for skipping, giving admins insight into training and development needs.
  • Customers
  • Agents
  • Admins
Enterprise

Multi-tab interface
Zendesk Support is a multi-tab interface. Each tab can open a ticket, a customer profile, or knowledge base search results. Agents can open multiple tabs in one view and be able to multitask by performing several actions.
  • Customers
  • Agents
  • Admins
Essential

Instant search
Click on the search icon in the navigation bar to perform an instant search across tickets, users, organisations, or Help Centre in a new tab.
  • Customers
  • Agents
  • Admins
Essential

Keyboard shortcuts
Zendesk Support comes pre-built with various keyboard shortcuts. Speed up productivity with the use of keyboard shortcuts to perform ticket actions and navigate through Zendesk Support.
  • Customers
  • Agents
  • Admins
Essential

Single page app
Zendesk Support is a single page app built on Ember.js to allow a more interactive, real-time experience for you and your support team.
  • Customers
  • Agents
  • Admins
Essential

Agent collision detection
Agent collision detection displays any other agents who are viewing a ticket at the same time, and indicates if they are actively editing it. Zendesk Support updates the ticket fields in real time to allow for collaboration between agents working on a ticket together.
  • Customers
  • Agents
  • Admins
Essential

Agent alias
Agents can use an alias that will be publicly displayed on all communications with your customer. This allows agents to create a persona and keep their real name private.
  • Customers
  • Agents
  • Admins
Professional

Light agents
Light agent is an unique role in Zendesk Support where the agent is only permitted to view tickets and add private comments. With this add-on you can have unlimited number of free light agents, so you can expand visibility and engagement throughout your entire company.
  • Customers
  • Agents
  • Admins
Add-on

Pathfinder app
The Pathfinder app displays the customer’s path across any web page, as well as Help Centre views and searches (including within the Web Widget) 30 minutes before and after a ticket is submitted.
  • Customers
  • Agents
  • Admins
Enterprise

Customer Support
Support Workflows

Service Level Agreements (SLAs)
Monitor your team’s performance by setting service level targets for specific tickets, based on conditions you set, to measure response, reply and resolution times. An SLA column can be added to any view so your team can easily see status and time to breach.
  • Customers
  • Agents
  • Admins
Professional

Business rules: Triggers
Triggers are time-saving tools that initiate a workflow based on specific changes or actions on a ticket. Your Zendesk comes with pre-configured triggers that we recommend as best practices. These are included in all plans. Starting at Team, you can modify, turn off, or add your own custom triggers using your own conditions and rules.
  • Customers
  • Agents
  • Admins
Team

Business rules: Automations
Automations are time-saving tools that initiate a workflow based on time-based conditions. Your Zendesk comes with pre-configured automations that we recommend as best practices. These are included in all plans and can be modified or turned off. Starting at Team, you can add your own customised automations using your own conditions and rules.
  • Customers
  • Agents
  • Admins
Team

Personal views
Create personal ticket views for your own use. Your Zendesk Support comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Team

Personal macros
Create personal macros for your own use when responding to customers’ tickets. Your Zendesk Support comes with pre-configured macros that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Team

Group views
Create a shared view available to agents within a specific group(s). Your Zendesk Support comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Team

Group macros
Create a shared macro available to agents within a specific group(s). Your Zendesk Support comes with pre-configured macros that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Team

Business hours
Set business hours in Zendesk Support and apply to ticket workflows, triggers, automations and SLA targets. For example, if you don’t provide 24/7 support to your customers, you can acknowledge your availability and give customers an idea of when they can expect a response to their requests.
  • Customers
  • Agents
  • Admins
Professional

Multiple Business hours
Create multiple sets of business hours, called Schedules, in Zendesk Support and apply to ticket workflows, triggers, automations and SLA targets. Incoming tickets can be assigned to a Schedule according to the customers location, the agent responding, or through custom business rules defined by an administrator.
  • Customers
  • Agents
  • Admins
Enterprise

Business rules filtering by usage
Filter and sort business rules to gain an understanding of how your automations, macros, triggers and views are used. Business rules can be sorted by date created, date updated, group and category.
  • Customers
  • Agents
  • Admins
Professional

Multiple Organisations
Add a single user to multiple organisations, up to as many as 300. Helpful for contractors, supervisors or employees who may belong to multiple business units, departments or locations.
  • Customers
  • Agents
  • Admins
Professional

Business rules analysis
Analyse the usage and effectiveness of your business rules, such as triggers, automations, macros and views. Business rules analysis allows you to identify areas for optimisation.
  • Customers
  • Agents
  • Admins
Enterprise

Ticket sharing between Zendesk Support instances
Tickets from Zendesk Support can be shared with other Zendesk Support accounts, and vice versa. Establish sharing agreements with any of your company’s partners and vendors who also use Zendesk Support, so you and your partners/vendors can collaborate on tickets.
  • Customers
  • Agents
  • Admins
Essential

Automated ticket sharing
Tickets from your Zendesk Support can be shared with other Zendesk Support accounts automatically, and vice versa. Establish automated sharing agreements with any of your company’s partners and vendors who also use Zendesk Support, so you and your partners/vendors can collaborate on tickets.
  • Customers
  • Agents
  • Admins
Enterprise

Customer Self-Service
Knowledge Base

Knowledge base
In Help Centre, create a resource of helpful articles that answer customers’ most popular questions. Sections within the knowledge base can be restricted to certain groups of customers by specifying an organisation or tag.
  • Customers
  • Agents
  • Admins
Essential

Help Centre category and section
Help Centre is organised in the following tree structure: Home > Categories > Sections > Articles. Each article must be a child of a section, and each section must be child of a category. You cannot have orphan articles or sections.
  • Customers
  • Agents
  • Admins
Essential

Promoted articles
Highlight articles that you want to be more prominent in Help Centre. Promoting an article moves it to the first position of an article list. It also highlights the article in the list with a star to draw attention to it.
  • Customers
  • Agents
  • Admins
Essential

Article overview
View all your published and unpublished knowledge base articles in one central location. Use search to easily find content and apply filters to refine the results further.
  • Customers
  • Agents
  • Admins
Essential

Article lists
Create your own lists of articles based on searches and filters that you apply. Refer back to these article lists to manage and keep your content up to date.
  • Customers
  • Agents
  • Admins
Professional

Internal knowledge base
In addition to restricting certain sections in Help Center to specific groups of customers, create an internal knowledge base for your agents for them to reference information, documentation, and processes.
  • Customers
  • Agents
  • Admins
Professional

Article labels
Add labels to your Help Centre articles to help boost the article’s relevance when a specific keyword or phrase is searched. You can also use the API to retrieve articles by their label.
  • Customers
  • Agents
  • Admins
Professional

Instant search for Help Centre
Instant Search for Help Centre fills in the blanks as customers search for content, providing them with article suggestions and helping them search faster.
  • Customers
  • Agents
  • Admins
Essential

Web Widget: Contextual content
Contextual Help displays suggested Help Centre articles to customers in the Web Widget before they even search. Using keywords in the webpage’s URL, Contextual Help automatically infers what a customer might be looking for and offers the top three most likely self-service suggestion.
  • Customers
  • Agents
  • Admins
Essential

Web Widget: Restricted Help Centre content
With end-user authentication in the Web Widget, you can now embed content from a restricted Help Centre (one that requires users to sign in for access)
  • Customers
  • Agents
  • Admins
Essential

Customer Self-Service
Community

Community
Build brand loyalty, crowdsource support and gain feedback with a customisable customer community, built right into your Zendesk Help Center. Create topics under which users can add posts and comment on posts.
  • Customers
  • Agents
  • Admins
Professional

Community customisation
Easily customise your Zendesk Community to reflect your company’s brand. Change the look and feel of the Help Centre using simple design tools such as colour pickers and font choosers or take full control with powerful customisation tools (Curlybars, based on Handlebars, a popular template language).
  • Customers
  • Agents
  • Admins
Professional

Similar post suggestion
As users create a new post, suggestions will reveal posts with similar titles to prevent duplicate posts.
  • Customers
  • Agents
  • Admins
Professional

Rich content editor for posts and comments
Add rich text to posts and comments, such as headings (posts only), bullet lists and other useful text formatting, as well as attach photos easily and in-line.
  • Customers
  • Agents
  • Admins
Professional

Sort posts and comments
Sorting tools make it easy to navigate Community content. View posts by topic or view all posts. Sort posts by creation date, recent activity, number of votes or number of comments; filter posts by status (Planned, Not planned, Completed, Answered); and, sort comments by date or number of votes.
  • Customers
  • Agents
  • Admins
Professional

Follow posts and comments
Follow new posts or new posts and comments to receive email notifications when updates are made, so you can stay engaged with a conversation.
  • Customers
  • Agents
  • Admins
Professional

Vote on posts and comments
Vote on posts or comments. Users can sort based on number of votes.
  • Customers
  • Agents
  • Admins
Professional

Set status on a post
Set a status on a post (planned, not planned, completed or answered) to communicate clearly where a feature request or post is in a life cycle.
  • Customers
  • Agents
  • Admins
Professional

Feature or pin a post
Feature posts in a section placed anywhere in your theme to highlight certain posts. Or, pin posts to the top of a section so it will remain at the top, regardless of sorting.
  • Customers
  • Agents
  • Admins
Professional

Close comments on posts
Disable commenting on individual posts as needed.
  • Customers
  • Agents
  • Admins
Professional

Create tickets from posts or comments
Create tickets from posts or comments to continue conversations with customers one-on-one.
  • Customers
  • Agents
  • Admins
Professional

Edit posts and comments
Edit posts and comments to ensure accuracy.
  • Customers
  • Agents
  • Admins
Professional

Spam filter
Mark posts or comments as spam, and enable spam filter to prevent publication of end-user content suspected as spam.
  • Customers
  • Agents
  • Admins
Professional

Moderate content
Enable content moderation to approve all end-user contributed content before it’s published.
  • Customers
  • Agents
  • Admins
Professional

Restrict access to Community content
Prevent some users from viewing the content of certain topics in the community. For example, configure a topic so that only users who have signed in can view it.
  • Customers
  • Agents
  • Admins
Professional

Customer Self-Service
Customer Portal

My activities
Your customers can log into a dedicated customer portal to access their ticket history and activity, submit and track tickets, and view a list of subscribed community topics and questions.
  • Customers
  • Agents
  • Admins
Team

Follow a question, article or topic
Any logged-in user can follow community topics, questions or knowledge base articles. They will receive alerts on any update made to that topic, question or article, so they can stay up to date on conversations of interest.
  • Customers
  • Agents
  • Admins
Team

Add and update CC’s
Signed-in end-users can now add CC’s to requests they submit via the Help Centre ticket form, as well as edit existing CC’d users on a current ticket submission.
  • Customers
  • Agents
  • Admins
Essential

Customer Self-Service
Content Management Tools

Rich text formatting
Format your articles. Bold, italicise, underline, or apply other styles to the text. Insert video, images or tables to add visual elements.
  • Customers
  • Agents
  • Admins
Essential

Drag and drop content arrangement
Move articles from section to section on the individual article pages, or rearrange articles, sections, and categories with a simple drag-and-drop on the Arrange Content page.
  • Customers
  • Agents
  • Admins
Essential

Integrated search
Search the knowledge base and community at once. One search surfaces both knowledge base articles and community questions.
  • Customers
  • Agents
  • Admins
Essential

Draft articles
Add draft articles in Help Centre. The articles are saved but not published. Publish a draft article or unpublish a live article with a tick of a box on the article page.
  • Customers
  • Agents
  • Admins
Essential

Multilingual content management
Enable multiple languages in your Help Centre and surface only articles in the customer’s preferred language. Add localised content and manage all your multilingual content in one place.
  • Customers
  • Agents
  • Admins
Professional

Dynamic Content
Dynamic Content is essentially multi-language placeholders that dynamically insert ticket content based on the customer’s preferred language. Dynamic Content is supported in Help Centre.
  • Customers
  • Agents
  • Admins
Professional

Customer Self-Service
Branding and Customisations

Localised interface
Help Centre’s admin interface can be set in your preferred language with a localized interface in German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, Korean, Danish, Norwegian, Turkish, Swedish, Polish, Czech, Romanian and Finnish.
  • Customers
  • Agents
  • Admins
Essential

Support for 40+ languages
Specify the languages you wish to support in your Help Centre, and set a different name for the Help Centre for each of your supported languages. On Essential and Team plans, Help Centre supports one language. On Professional and Enterprise plans, you can select multiple languages to support. Zendesk supports the following languages: English, English (Canada), English (GB), French, French (Canada), Spanish, Japanese, Portuguese (Brazil), German, Latin American Spanish, Italian, Dutch, Russian, Trad. Chinese, Simpl. Chinese, Korean, Danish, Norwegian, Turkish, Swedish, Arabic, Hebrew, Polish, Bosnian, Bulgarian, Catalan, Croatian, Czech, Estonian, Finnish, Georgian, Greek, Hungarian, Icelandic, Indonesian, Latvian, Lithuanian, Filipino, Portuguese (Portugal), Romanian, Serbian, Slovakian, Slovenian, Thai, Ukrainian, Vietnamese, Czech, Persian.
  • Customers
  • Agents
  • Admins
Essential

Customisation panel
Built into Help Centre is a customisation panel where you can change your Help Centre theme, colours, fonts, logo and name.
  • Customers
  • Agents
  • Admins
Essential

Real-time preview
See the customisations you make in real-time without affecting what your customers are seeing in your live Help Centre. You can preview by role: anonymous, logged in customer, agent or manager.
  • Customers
  • Agents
  • Admins
Essential

Themes
Select a theme to quickly change the layout of your Help Centre. Themes are design layouts built on self-service best practices. You can select from several predefined themes and further customis the theme.
  • Customers
  • Agents
  • Admins
Essential

Branding for mobile Help Centre
After enabling the mobile version of Help Centre, customise the logo, favicon and colours to match your company’s brand.
  • Customers
  • Agents
  • Admins
Team

Built-in HTML editor
Help Centre comes with a built-in code editor so you can customise Help Centre with HTML, CSS or JavaScript. Select a template to access the page code.
  • Customers
  • Agents
  • Admins
Team

Templates
Work with the page code used to build the Help Centre. The code is contained in editable templates that define the layout of each page type. Help Centre templates include home page, category page or article page, as well as the global header and footer.
  • Customers
  • Agents
  • Admins
Team

Components
Components are a set of code that enables a functionality to occur. Insert components into the page code on any template to perform advanced customisations to Help Center. No code experience needed.
  • Customers
  • Agents
  • Admins
Team

Host mapping
Host mapping, also known as domain mapping, enables you to use your own subdomain, such as help.mycompany.com. This allows you to route users from a company page to your Zendesk automatically. To display your own domain such as help.mycompany.com on your Zendesk site, you will need SSL (Professional plan and up).
  • Customers
  • Agents
  • Admins
Team

Multiple (up to 5) Branded Help Centres
Manage up to 5 separate Help Centres–each with a unique destination, content and branded design–from a single Zendesk account.
  • Customers
  • Agents
  • Admins
Enterprise

Unlimited Branded Help Centres
Manage as many Help Centres–each with a unique destination, content, and branded design–as you need, from a single Zendesk account.
  • Customers
  • Agents
  • Admins
Add-on

Copenhagen responsive theme for Help Centre
The Copenhagen Responsive theme is a new theme for Help Centres built on best practices, and by default optimised for beautiful experiences across devices, including Mobile devices, tablets and desktops
  • Customers
  • Agents
  • Admins
Essential

Customer Engagement
Customer Context

Customer profiles
View information about your customers, from basic contact info, language preferences, to any customer data captured in customised user fields.
  • Customers
  • Agents
  • Admins
Essential

User Data app
The Zendesk User Data app gives you a view of customer information: user and organisation details like tags, ticket activity and contact info right next to a ticket.
  • Customers
  • Agents
  • Admins
Team

Customised user fields
Customised user fields capture information about individual customers. In addition, customised user fields can be used in triggers and automations, so dedicated workflows can be set based on customer data.
  • Customers
  • Agents
  • Admins
Team

Customised organisation fields
Customised organisation fields capture information about a group of customers. In addition, customised organisation fields can be used in triggers and automations, so dedicated workflows can be set based on customer data.
  • Customers
  • Agents
  • Admins
Team

Zendesk for Salesforce CRM
Bring together data, such as customer information and support activity, between Salesforce and Zendesk. View Zendesk Support tickets in Salesforce, bring Salesforce account and contact info into Zendesk Support, and enable real-time data sync. Available to any Salesforce organisation on Group, Professional, Enterprise, Unlimited or Developer editions.
  • Customers
  • Agents
  • Admins
Team

Customer lists
Customer lists are a group of customers filtered by the customised user/org fields and tags you set. Export a list to a CSV, or send an email or survey with MailChimp or SurveyMonkey to a targeted customer list.
  • Customers
  • Agents
  • Admins
Add-on

Customer satisfaction ratings
Your customers can rate how satisfied they are with the support they received. By default, your customers will receive an email 24 hours after the ticket has been set to solved that asks one question with two possible answers: Good I’m satisfied or Bad I’m not satisfied.
  • Customers
  • Agents
  • Admins
Professional

Satisfaction Prediction
Predict how likely your customers are to be satisfied. Powered by a machine learning model, your team can enter conversations with more context. The prediction is shown on a support ticket and can be incorporated into your ticket views, workflows and reports.
  • Customers
  • Agents
  • Admins
Enterprise

Net Promoter Score℠ survey
From Zendesk Support, send an NPS® survey to measure customer loyalty and gather customer feedback. Understand why some customers love your company and why others will not recommend your products and services to others. As customers’ responses flow in, their latest NPS rating and comment will be captured in their user profile.

Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

  • Customers
  • Agents
  • Admins
Add-on

Satisfaction reasons
Understand the reasons behind your negative CSAT ratings by providing your customers with the option to share why they were dissatisfied. This can help you distinguish between feedback about the customer experience versus feedback about other things.
  • Customers
  • Agents
  • Admins
Professional

Reporting and Analytics

Zendesk Benchmark
Compare yourself against your peers on key benchmark metrics, such as customer satisfaction, first response time and ticket volume. For the latest report, visit www.zendesk.com/benchmark.
  • Customers
  • Agents
  • Admins
Essential

Export ticket view to CSV
Ticket views can serve as a way to report on the types of support requests you’re receiving. Export a ticket view to a CSV file, containing an entry for each ticket and all its associated ticket information in the view. Because of the processing involved in generating a CSV file, we limit export requests to one view every ten minutes.
  • Customers
  • Agents
  • Admins
Essential

Overview dashboards
Get a quick view summary of your key ticket metrics by channel, benchmark and first reply; as well as your top articles, searches and agents.
  • Customers
  • Agents
  • Admins
Essential

Support performance dashboards
Measure your performance by having visibility into ticket volume, agent performance and other key support metrics. The data in the reporting dashboard is updated on an hourly basis. It does not contain data about deleted tickets.
  • Customers
  • Agents
  • Admins
Team

Google Analytics for Help Centre
Drill into customer self-service behaviour with Google Analytics for Help Centre. Google Analytics is a free Web analytics tool. Set up customised event tracking round specific customer activity, such as the actions a visitor takes prior to submitting a ticket.
  • Customers
  • Agents
  • Admins
Team

Help Centre dashboards
Get an instant snapshot of your Help Centre activity with three pre-built dashboards that capture trends round knowledge base activity, community engagement and search behaviors. Use these insights to optimise the customer self-service experience.
  • Customers
  • Agents
  • Admins
Professional

Time tracking
Automatically track the time spent on each of your Zendesk Support tickets. The Time Tracking app captures the time your agents spend on every ticket, so managing your team’s performance and overall support operations is easier.
  • Customers
  • Agents
  • Admins
Professional

Insights (custom reports and dashboards)
Interact, filter, and drill into over 50 best practice reports to measure operational efficiency, agent performance and customer experience. Build custom dashboards to slice and dice data in meaningful ways to better understand your customers and improve your team’s workflow. Zendesk data is synced daily at a time you set.
  • Customers
  • Agents
  • Admins
Professional

Share Insights reports
Share Insights reports with others ad hoc, or schedule reports to be sent regularly via email. Keep your entire organisation in-tune with customer interactions, feedback and support performance.
  • Customers
  • Agents
  • Admins
Professional

Report on custom fields
Report on up to 60 fields in the Professional plan and up to 200 fields in the Enterprise plan.
  • Customers
  • Agents
  • Admins
Professional

Hourly data sync with Insights
Zendesk data synched with Insights hourly on the Enterprise Plan. Each sync begins one hour after the current sync ends.
  • Customers
  • Agents
  • Admins
Enterprise

SLA Reporting
Gain actionable insights into the enforcement of your SLA policies through a best practice dashboard as well as 11 metrics and 6 attributes specific to SLA added in Zendesk Insights.
  • Customers
  • Agents
  • Admins
Professional

Security and Access

SSO with JWT
Single sign-on (SSO) allows you to authenticate users in your systems. Once authenticated, users can access Zendesk without needing to enter separate log-in credentials. Zendesk only grants access to the users that have been authenticated by you. Zendesk SSO relies on a technology called JSON Web Token (JWT) for securing the exchange of user authentication data.
  • Customers
  • Agents
  • Admins
Team

SSO with Twitter, Facebook and Google
Zendesk offers various SSO options. Provide single sign-on integration with your existing identity via Twitter, Facebook or Google accounts.
  • Customers
  • Agents
  • Admins
Essential

Configurable password policy
Zendesk provides the following levels of password security: low, medium and high. Set one password security level for end-users, and a different one for admins and agents. Only admins can change the password security level. On the Professional and Enterprise Plan, you can specify your own customised password security level.
  • Customers
  • Agents
  • Admins
Essential

Two-Factor Authentication
2-factor authentication adds another layer of security to your Zendesk account, making it more difficult for somebody else to sign in as you. Admins and agents who turn on this setting will need to provide a passcode, sent to their mobile device, in addition to a password when signing in.
  • Customers
  • Agents
  • Admins
Essential

ISO27001:2013 Certified
Zendesk is ISO 27001:2013 certified. The ISO 27001 certification applies to the management of development, operations, maintenance and delivery of the SaaS products provided to customers by Zendesk, including Zendesk Chat. Zendesk’s certification does not extend to cover any third-party services.
  • Customers
  • Agents
  • Admins
Essential


Agent device management
Zendesk tracks the devices used to sign in to your account. Check the list on a regular basis for any suspicious devices. Admins will receive an email notification when a new device is added.
  • Customers
  • Agents
  • Admins
Essential

SSL encryption
SSL (Secure Socket Layer) is an encryption protocol that ensures secure communications with your Zendesk web portal. SSL is enabled by default. The secure connection is indicated in the customer’s browser by https (for HTTP Secure) in the URL and by a padlock icon in the address bar.
  • Customers
  • Agents
  • Admins
Essential

SSL certificate hosting
If you change the subdomain of your Zendesk from zendesk.com to your own subdomain, Zendesk’s SSL certificate no longer applies. Hosted SSL is an alternative solution. The general set-up workflow consists of obtaining a SSL certificate from a certificate authority and then sending it to us to install on our servers.
  • Customers
  • Agents
  • Admins
Team

Digitally signed emails (DKIM/DMARC)
Supporting the DKIM and DMARC standards, digitally sign outbound emails from Zendesk to prove that an email actually came from somebody in your organisation and not somebody pretending to be from your organisation. Digitally signing outbound email is supported only if you have set up an external email domain for your Zendesk email.
  • Customers
  • Agents
  • Admins
Essential

SSO with SAML support
Zendesk supports Secure Assertion Markup Language (SAML), which allows you to provide single sign-on (SSO) for your Zendesk using enterprise identity providers such as Active Directory and LDAP.
  • Customers
  • Agents
  • Admins
Professional

Sandbox test environment
Perform tests on your Zendesk in a trial environment, separate from your production instance. Use the sandbox to test, learn and make mistakes before making your changes public.
  • Customers
  • Agents
  • Admins
Enterprise

Network access restriction
Only allow access to your Zendesk account from specified IP ranges. Choose to apply restriction to all users or only to the agent portal.
  • Customers
  • Agents
  • Admins
Enterprise

Customised roles and permissions
Specify granular permissions for agents, and control what they have access to in Zendesk. This allows you to define agent roles that suit your own organisational structure and workflow.
  • Customers
  • Agents
  • Admins
Enterprise

Audit logs
View a detailed list of critical changes that have been made to your Zendesk account, user, apps, business rules, tickets and settings.
  • Customers
  • Agents
  • Admins
Enterprise

Email compliance archive
Send all Zendesk email notifications privately to an address of your choice, keeping a complete archive of communication.
  • Customers
  • Agents
  • Admins
Enterprise

PCI-compliant field
Disaster recovery with quoted targets for RPO and RTO.
  • Customers
  • Agents
  • Admins
Enterprise

Data Centre Location
Specify a region or country where your account data is to be stored. Select from US-only or EU-only. Some restrictions apply.
  • Customers
  • Agents
  • Admins
Add-on

Encryption-at-rest
Encryption of all your Zendesk data-at-rest.
  • Customers
  • Agents
  • Admins
Add-on

Enhanced disaster recovery
Disaster recovery with quoted targets for RPO and RTO.
  • Customers
  • Agents
  • Admins
Add-on

HIPAA Compliance
Zendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers.
  • Customers
  • Agents
  • Admins
Add-on

API and Integrations

REST, Email, JavaScript API
Use the Zendesk API to automate and enhance their customer support with Zendesk. Essential allows for 10 requests per minute (RPM), Team 200 RPM, Professional 400 RPM and Enterprise 700 RPM. High Volume API users can purchase an add-on to increase their limit to 2500 RPM. Details at developer.zendesk.com.
  • Customers
  • Agents
  • Admins
Essential

Public apps & integrations
Zendesk has over 500+ public apps and integrations available in our marketplace. App Categories include Productivity & Time-Tracking, IT & Project Management, E-Commerce & CRM, Telephony & SMS, Knowledge & Content, Zendesk Labs, Analytics & Reporting, Chat & Collaboration, Surveys & Feedback, Email & Social Media.
  • Customers
  • Agents
  • Admins
Team

Private customised apps & integrations
Build your own Zendesk App or Channel integration for exclusive use within your account, using our App and Channel Frameworks. Display or update external data, hide or show a field on a user, or even build a custom workflow on tickets.
  • Customers
  • Agents
  • Admins
Professional

CTI Toolkit & telephony apps
Zendesk Talk – Partner Edition provides access to Zendesk’s telephony apps and CTI toolkit, allowing companies to integrate out-of-the-box or customised call centre solutions with the Zendesk ticketing system for more productive agents, greater visibility into support operations and more consistent cross-channel support.
  • Customers
  • Agents
  • Admins
Professional

Mobile SDK
Bring Zendesk functionalities, such as ticket submission, knowledge base articles, live chat and more, into your iOS and Android apps. Visit https://support.zendesk.com/hc/en-us/articles/204256073 for more details.
  • Customers
  • Agents
  • Admins
Essential

Join us for a live product demo

We’ll walk you through the product family and answer any questions you have about Zendesk.

Schedule a Demo

Join us for a live product demo

We’ll walk you through the product family and answer any questions you have about Zendesk.

Schedule a Demo