How it all comes together
The Support Suite is designed with agents in mind, putting multiple channels and relevant context all in one place. It’s a unified agent workspace — helping your team provide a faster, more personal experience to your customers.
Keep it all together
Unify your conversations across channels like chat, email, voice and messaging, for faster replies.
Track and prioritise interactions
Track and prioritise each customer interaction for faster follow-up and resolution.
See your customer clearly
See relevant customer details, including from external profiles.
Pull in previous events
Pull info on previous events and conversations, including from external systems.
High Quality Conversations
Smooth for your customers
Let customers engage with you from the comfort of their favourite messaging apps — for example, WhatsApp, WeChat, LINE, Facebook Messenger and Twitter Direct Messages. It’s not just convenient, it’s exceptional service.
Voice and SMS
For complex problems—like re-booking a flight or placing an order for ten different people—customers often call to get more personalised support. Zendesk Talk makes it easy and efficient for agents to help customers over the phone or via text.
Live chat and embedded support
Sometimes, customers just need quick access to a real person. With Zendesk Chat, you can proactively engage customers in real time, putting support direct into your website or mobile app.
Self-service and knowledge base
Let customers help themselves with knowledge-base content and a customised, mobile responsive help centre for your business. You can create paths for different customers, too. Specify who has access to what knowledge, and tailor experiences across multiple brands, products and languages (currently, over 40). It’s all in Zendesk Guide.
Sophisticated for your business
Give agents the relevant information they need to provide faster, more personalised responses. The essentials card displays relevant details about the customer your agent is serving, and interaction history gives agents visibility into all previous customer events.
Analytics and reporting
Support can happen anywhere, and it’s important to have a customer analytics tool that can keep up. Zendesk Explore integrates data from every channel, so you can measure how customers interact with your brand without losing the thread.
Business rules and routing
Get the best person for the job. Apply skills-based routing to assign the right agent to the conversation, or set triggers and automations to initiate a workflow based on certain conditions. Use them as delivered, or customise them to your specific needs.
Extend your support
Use the app marketplace to integrate with hundreds of tools for issues like workforce management and agent productivity, or use our open and flexible CRM platform Sunshine to connect and understand data from external sources.
Invest in knowledge
Smarter than (just) support
Self-service doesn’t end when an agent gets involved. Give your team access to instant knowledge to help your customers. Agents can respond to common requests with predefined macros, and leverage AI-powered article recommendations — right inside their ticket.
Capture knowledge from anywhere
Empower your team to contribute to your knowledge base. Agents can provide feedback on knowledge, use approval and publishing workflows, and can schedule reviews to get the right people involved in article creation and upkeep.
Let AI find opportunities
Make sure your help centre is hitting the mark with AI-powered suggestions from Content Cues. Lean on machine learning — it can provide suggestions to create new articles and update existing ones. That’s a little less pain in managing a growing knowledge base.