ITSM ticketing tools
Zendesk Support help desk is beautifully simple. It automates tracking, prioritizing, solving customer support tickets. Support has been built (and rebuilt and rebuilt) with the CMDB concept at its core. We make it simple to combine critical assets such as information systems, on-premise information, third party business apps, self-service, and workflows into a single interface.
Happy is as happy does
Agents are happy when they're at their best and they’re at their best when they have effective tools for collaboration, information, and automation. Support streamlines service desk operations with time-saving tools that help you get straight to what matters most – better customer service and more meaningful conversations.
Help desk harmony
Initiate process triggered by ticket changes or time-based conditions. Start with our built-in best practices and customise to fit any workflow, from simple to the most complex.
Create and share macros in order to quickly respond with a standard response and set of actions to common service requests.
Customisable views let agents see their queue based on ticket status, assignee, group or other conditions.
Dynamic request forms quickly give agents the correct context, so they’re prepared to offer personalised customer support.
Co-ordinate your team’s efforts with scheduled business hours, time tracking, and SLAs measured to the minute to ensure you don’t miss a beat.
Agents can CC co-workers and share information using internal notes on tickets. Live editing shows who is viewing a ticket and any changes they make in real time.