Adapts to Your Business
Powerful rules engine
Create customized, criteria-based actions on incoming and outgoing support requests or perform automated batch tasks at controllable intervals such as escalating unanswered support requests or sending reminders to your staff. You can even send information to external targets including a CRM system, an SMS message, or back-end systems. Set SLAs to ensure your staff are meeting targets, and send out alerts when they’re not.
Flexible templates for outgoing communication
Dynamically and easily inject information and data into outgoing communications, such as emails or even pages in your account, using placeholders. Zendesk utilizes Liquid, the industry standard templating language, so you can include advanced conditional statements and your own formatting if you prefer.
Categorize and route with tags
Easily categorize or add meta-information to your requests by adding tags, which can then be used in conjunction with our powerful rules engine. Control keywords in your knowledge base by adding tags to topics — enhancing the power of search and related items.
Customize ticket fields
Get the information you need, up-front from your customers. Adding in custom ticket fields will enable you to solve requests and problems faster, as well as being able to combine your custom fields with our powerful rules engine.
User organization and sharing
Organize your customers by company, interests or service levels. Allow users within an organization to see and comment on each other’s support requests by opening up sharing options.
Analytics
Zendesk reporting allows you to instantly analyze tickets by status, priority, type, tag, resolution time, organization, group or assignee. In addition, Zendesk integration with GoodData delivers a powerful business intelligence tool with dashboards and advanced analytics for tracking long-term trends such as customer satisfaction, agent performance and ticket resolution.
Export your data
Export information from your Zendesk, to either backup as peace of mind or to dig even deeper in all the data available to you.
Secure
Zendesk servers are located off site, in a secure location with diverse routed networking, redundant environmental conditioning, physical and electronic security systems and a 99.999% facility and 99.95% network up-time guarantee. We never store passwords in plain text, payments are processed via a PCI/DSS (that means we don’t have access to your card details), all communication is secure using SSL on all plans and we can even host an SSL certificate for you if you please.
