Make it right
Zendesk Support is a beautifully simple system for tracking, prioritising and solving customer support tickets
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.
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.
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.
Agents can work in their preferred language, with a localised admin interface available in over 40 languages.
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.
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.
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.
Gives agents the relevant customer context they need to provide faster, more personalised responses. The essentials card displays relevant details on the customer your agent is serving, and the interaction history gives agents visibility into all previous customer interactions and events.
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.
Equip agents with the tools they need to efficiently collaborate with other teams. With the Collaboration add-on, agents can efficiently communicate via email or Slack with other teams to get involved in solving customer questions – all within Zendesk Support.
Interested? Get a personalised demo.
CONFIGURE & CUSTOMISE
Personalise your solution
Flexibility to tailor your Zendesk Support to meet the needs of your team.
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.
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.
Build contextual workspaces that are relevant to the ticket at hand. Each contextual workspace will display the relevant ticket form and macros that pertain to that ticket, and allow you to pre-select which apps to expand and collapse.
Get smart about your support
Access analytics tools to measure and improve your customer service.
Insights on your customers:
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 dissatisfied.”
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:
Get a better sense of how you’re doing by gaining visibility into ticket volume, agent performance, and other key support metrics.
Build custom reports to better understand your customers, measure operational efficiency, and improve your team’s workflow.
Net Promoter and NPS are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.