Manage Your Tickets
Zendesk is your group inbox, without the spam
Consider Zendesk the shared inbox for all of your company’s customer communications. All conversations, regardless of origin, are stored as support tickets. You can easily set up workflows to assign, route, manage and escalate tickets to fit your business processes. We take care of the spam too — whether it arrives via email, forums or request web forms.
Automate your business processes
Arrange your organization in logical groups and set up workflows to fit your business processes. Any user or group within your organization can set up his or her individual workflow too, within limits set by you.
Never miss another customer request
In contrast to an email inbox, you can always see the status of your Zendesk tickets. You can set up workflow to receive timely notifications if tickets remain idle or escalate tickets that threaten your SLAs.
Powerful, personalized filters
Create any queue or dimension you need for your tickets by using our configurable, dynamic Views. A View can belong to the entire organization, select groups, or designated individuals. Monitor and respond to the stream of new support tickets or monitor the progress of urgent tickets. Views also provide the ability to batch process or merge tickets (in the case of those pesky duplicates).
Many channels, one interface
Regardless of origin, any customer conversation can become a support ticket. You can receive a ticket from a tweet — a twicket– update it with a private comment to a colleague, send a personal email to the requester, and post the final answer to your forums — all within the same Zendesk interface.
Easy collaboration
Keep everybody in the loop. Copy support agents or customers on your tickets and allow stakeholders to join in publicly or privately. You can also allow your customers to share Zendesk tickets within their organizations.
Full audit trail
Whatever happens to a ticket gets logged. Whether it is a business rule, a comment, a state change, a reassignment – you have a complete audit trail for future reference.
Intelligent macros
Macros are canned responses with built-in actions handy for repetitive tasks and batch updates. Use macros to dramatically increase your productivity with your support ticket software.
Powerful search
Everything within Zendesk is searchable — your tickets, users, forums, knowledge base, and more — with smart queries.
