Make it right

Zendesk Support is a beautifully simple system for tracking, prioritising and solving customer support tickets
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A help desk that helps you

Track, prioritise, and solve your customer interactions with ease.

HELP DESK MANAGEMENT

Everything you need to help your customers

Get access to channels, features and functionalities.

  • Seamless channel integration

    Give your customers the choice. Zendesk Support allows your customers to connect with you through web or mobile, or start a conversation directly through email, Facebook, Twitter, or any other channel you want.

  • Ticket forms

    Ask the right questions and gather all the information you need from your customers in advance. With ticket forms, you can create multiple support request forms that show a unique set of ticket fields, making it easy for your agents to know what kind of support your customers need.

  • Conditional & customised ticket fields

    Gather all the relevant details you need from your customers through additional conditional or customised fields. These can be made visible both to your agents and customers.

  • SLA views

    Service Level Agreement (SLA) views let your team easily see SLA status and avoid breaches. Apply them based on the conditions you set and then track metrics down to the minute.

  • Multilingual

    Agents can work in their preferred language, with a localised admin interface available in over 40 languages.

  • Multi-brand

    Support up to 300 brands, products, service tiers or regions. Data and activity are centralised within a single account, making it easy to manage.

AGENT PRODUCTIVITY TOOLS

Satisfy them with speed

Sophisticated tools to help your agents close cases faster.

  • Guided mode

    Speed up response time and help agents focus by lining up tickets for them to work through, guiding them from one ticket to the next and preventing cherry-picking.

  • Business rules

    Use skills-based routing to assign the right ticket to the right agent, or triggers and automations to initiate a ticket workflow based on certain changes or time-based conditions of a ticket. Use them as delivered, or customise them to your specific needs.

  • Predefined ticket actions

    Use macros to respond quickly to standard requests with predefined actions. You can also generate other actions, such as changing the status of a ticket or altering certain fields.

  • Pathfinder

    The Pathfinder app gives you the context you need to solve customer enquiries quickly. See which help centre articles and Community posts customers have viewed prior to, and after, submitting a ticket.

  • Dynamic Content

    Communicate in your customer’s language. Dynamically insert ticket content based on their preferred language so that your agents don’t have to do the translation.

  • Collaboration

    Equip agents with the tools they need to efficiently collaborate with other teams. With the Collaboration add-on, agents can efficiently communicate with other teams they need for help in solving customer questions – all within Zendesk Support.

CONFIGURE & CUSTOMISE

Personalise your solution

Flexibility to tailor your Zendesk Support to meet the needs of your team.

  • Configure

    Zendesk Support can be adapted to your needs. With Support, you get the flexibility to configure your own workflows–from the simplest to the most complex.

  • Customise

    Design sophisticated customisations within Support using 100+ different Zendesk APIs. Build seamless integrations that leverage your tickets, knowledge base and much more.

  • Personal views & macros

    Create personal ticket views based on status, assignees or any other conditions, so that you see ticket information that’s relevant to you. Also create your own macros so you can manage tickets the way you prefer.

  • Public apps & integrations

    Zendesk has over 500+ public apps and integrations available in our marketplace. App Categories include Productivity & Time-Tracking, IT & Project Management, and many more.

  • Private apps & Integrations

    Build your own Zendesk App or Channel integration for exclusive use within your business. You can display or update external data, hide or show a field, or even build a customised workflow on tickets.

Instacart achieves a 90%+ customer satisfaction rating with Zendesk Support.

See how

SUPPORT INSIGHTS

Get smart about your support

Access analytics tools to measure and improve your customer service.

  • Insights on your customers:
  • CSAT Ratings

    Find out what your customers think. CSAT Ratings lets you know how happy they are with your support with two possible answers: “Good, I’m satisfied” or “Bad, I’m unsatisfied.”

  • Satisfaction Prediction

    Predict how likely your customers are to be satisfied with their support experience. Satisfaction Prediction is powered by machine learning and lets your teams enter customer conversations with more context.

  • Net Promoter Score Survey

    Send an NPS® survey to measure customer loyalty and gather customer feedback. Understand why some customers love your company, and why others don’t.

  • Insights on your agents and support workflow:
  • Performance Dashboards

    Get a better sense of how you’re doing by gaining visibility into ticket volume, agent performance, and other key support metrics.

  • Customised Reports

    Build custom reports to better understand your customers, measure operational efficiency, and improve your team’s workflow.

This could be the beginning of a beautiful relationship

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