Zendesk Support

Zendesk Support

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What is Zendesk Support and how does it work?

Zendesk Support is a comprehensive customer support solution designed to simplify the process of handling customer queries and interactions. With Zendesk Support, all customer data and interactions are centralized in one interface, giving support agents a complete history of any interactions, allowing them to provide personalized and effective solutions to customer issues.

The solution offers the ability to aggregate support data and interactions from multiple channels, including email, social media, chat, and phone. Additionally, customers can choose their preferred channel for submitting support requests, further improving their experience. Zendesk Support’s advanced routing features ensure that customer queries are directed to the right agent, based on their skills, knowledge, and availability.

With Zendesk Support, customer support agents can collaborate with other teams to gather all the necessary information to resolve issues quickly and efficiently. This helps to reduce response times, and ensure that all queries are handled with care and professionalism.

Moreover, Zendesk Support improves support agents’ productivity by guiding them from one ticket to the next. This eliminates cherry-picking of certain ticket types, ensuring that every query is handled fairly, and no query goes unanswered. This feature also helps to improve the response time of support agents, ensuring that all customer queries are addressed in a timely manner.

In conclusion, Zendesk Support is a powerful customer support solution that centralizes all customer queries and interactions in one interface. With advanced routing features, collaboration tools, and productivity enhancements, Zendesk Support helps organizations to handle customer queries effectively, improve response times, and enhance customer satisfaction.

Zendesk Support Pricing

Pricing Model
Free Trial , Subscription


MONTHLY

YEARLY


Suite Team

$49 /User/Month  Billed Yearly

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center – Single
  • Easy-to-set up automations & workflows
  • AI-powered automated answers – Up to 50
  • Unified agent workspace
  • Routing based on agent status and capacity
  • Reporting and analytics: PreBuilt
  • Data and file storage: Standard
  • 1,000+ apps and integrations: PreBuilt
  • Robust APIs: Standard Rate Limit
  • Online support from the Zendesk team
  • Onboarding and adoption guidance


Suite Growth


$79  /User/Month  Billed Yearly

Features

  • Includes features of Suite Team plan, plus
  • Help center – Multiple
  • Easy-to-set up automations and workflows with additional options
  • AI-powered automated answers – Up to 100
  • Data and file storage: Intermediate
  • 1,000+ apps and integrations: PreBuilt and Custom
  • Robust APIs: Advanced Rate Limit
  • Self-service customer portal
  • AI-powered knowledge management
  • Customisable ticket layouts
  • Light access licenses: Upto 50
  • Service Level Agreement (SLA) management
  • Multilingual support and content


Suite Professional


$99  /User/Month  Billed Yearly

Features

  • Includes features of Suite Growth plan, plus
  • AI-powered automated answers – Up to 500
  • Routing based on agent status, capacity and skills, as well as conversation priority
  • Reporting and analytics – Prebuilt and Custom
  • Light access licenses: Upto 100
  • Live agent activity dashboard: Viewable
  • Integrated community forums
  • Private conversation threads
  • Customisable and shareable dashboards
  • Advanced voice capabilities
  • Data Location Options
  • HIPAA compliance
  • Events Connector for Amazon Web Services


Suite Enterprise


$150  /User/Month  Billed Yearly

Features:

  • All the core elements needed for excellent customer support, and
  • Custom team roles and permissions
  • Advanced knowledge management
  • Customizable agent workspaces
  • Customizable branding for web conversations
  • Light access licenses – Upto 1000
  • Live data and external dashboard sharing
  • Live agent activity dashboard – Customisable, agent capacity, plus live agent status drill-in
  • Sandbox environment for change management
  • Robust APIs – Enterprise Rate Limit
  • AI-powered triage and conversation insights – Retail Only
Screenshot of the Vendor Pricing Page

 

Show All Features

Help Desk Features

    • Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
    • Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
    • Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
    • Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don’t have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
    • Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it’s saved as a digital file.
    • Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
    • Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
    • Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
    • Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn’t fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
    • Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
    • Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data.
      Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
    • Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.
    • Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
    • Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages.Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
    • Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
    • Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.

Zendesk Support Technical details

Support 24/7 (Live rep)
Business Hours
Online
Customer Type Large Enterprises
Medium Business
Small Business
API Location / Phone Number San Francisco, California / +1 415-418-7506
Deployment SaaS/Web/Cloud
Mobile – Android
Mobile – iOS
Official Website https://www.zendesk.com/support/
Category Help Desk Software

Zendesk Support FAQs


Zendesk Support is Help Desk Software. Zendesk Support offers the following functionalities:

  • Incident Management
  • Social Media Integration
  • Multi-Channel Communication
  • Macros (Templated Responses)
  • Document Storage
  • Customizable Branding
  • Ticket Management
  • Surveys & Feedback
  • Known Issue Management
  • Knowledge Base
  • Contract (SLA Management)
  • Community Forums
  • Automated Routing
  • Alerts (Escalation)
  • Self Service Portal
  • Live Chat

Learn more about Zendesk Support features.


Here`s a list of the best alternatives for Zendesk Support:

  1. monday.com
  2. Freshdesk
  3. Zendesk Chat
  4. Openbravo Commerce Suite
  5. Zendesk Talk


Yes, Zendesk Support provides API.

Videos: Zendesk Support

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