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Help desk software that creates better customer experiences for your business

What does help desk software do?

A helpdesk is technology that executes a few core tasks, and ideally far more, acting as a partner as you scale. Traditionally, a help desk defines its goals and processes based on government and corporate best practices such as ITIL (). The goal within ITIL when dealing with customer issues or incidents specifically is to "restore normal service operation as quickly as possible and minimize the adverse effect on business operations,” Mikkel Svane, CEO of Zendesk, once said体育投注网址. Not all help desk solutions are created equal and not all help desk solutions do the same things. That said, here are the basics:

  • Handle customer questions and issues in a systematic way: from intake, managing, and organizing, to response and resolution, and ultimately, reporting
  • Allow for multi-channel support. This means that you choose the channels that are right for your customers—phone, live chat, texting, email
  • Self-service capabilities. What does your ideal knowledge base look like? The right service desk lets you take your team’s institutional knowledge and put it to work for your company, internally, and all your customers in a self-service portal
  • Tracking and analytics. How quickly were support requests first answered and ultimately resolved? How happy was the customer?
  • Integrations. Apps, widgets, and add-ons can be lifesavers in the present and integral to future growth

How Zendesk help desk software solves support problems

Customer satisfaction is critical to most every successful business, and there are two main kinds of customers: the external kind, the people you created your business to serve, and also the internal kind, your employees. Helpdesk software that’s seamless and omnichannel is now the standard. But what does it mean, long term, to satisfy your customer’s needs? Do positive interactions have the same long-term impact as negative ones? According to The 2018 Zendesk Customer Service Survey Report, for 97% of respondents, bad customer service changes buying behavior, and for 87%, good customer service—by phone, live chat, email, et cetera—changed buying behavior.

Who uses help desk software?

A great help desk is at the heart of great customer support. Help desk software enables support agents to track, prioritize, and solve customer support tickets. But Zendesk is more than just help desk software; it's a cloud-based software and engagement platform for customer service that offers omnichannel support. That means that customer interactions across phone, chat, email, social media, and any other channel you can imagine come together, all in one place.

体育投注网址Zendesk helps streamline customer support with time-saving tools like triggers and automations. It's support desk software that is intuitive and easy to use because it's built with both customers and service desk agents in mind. Great customer support starts with the right tools, and with Zendesk, you've got everything you need to build the best customer experience possible.

Service desk software is for all types of teams and companies

Enterprises

体育投注网址Companies like Expedia, Tesco, and Vodafone have implemented Zendesk’s help desk software to provide innovative support at scale.

SMBs

Washio and other small businesses like Baublebar and charity: water use the Zendesk ticket management system to offer customer service for their growing businesses.

Retailers

Shopify scaled service desk operations for its e-commerce business using Zendesk.

HR Teams

UTI, John Lewis, and other HR teams use Zendesk to provide streamlined, responsive help desk support software to their employees.

IT Teams

Zendesk customer service software powers the IT Help Desk at Xerox, allowing employees to get quick IT help.

Educators

体育投注网址The UCLA department of Psychology supported 200 staff members with a two-person team using Zendesk helpdesk software.

Zendesk is the hub, the central tool we connect everything to.
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Customize your Help Desk

Make your ticketing software yours

Fast, personalized responses

Customer service desk agents can create and share their own macros in order to quickly respond with a standard reply to recurring customer inquiries.

Custom views

Personalized views let helpdesk agents see their queue based on ticket status, assignee, group, or other conditions.

Apps Marketplace

Get even more from Zendesk products with over 500 apps and integrations, available on our Apps Marketplace

Help desk support software

Better together

Team up

Zendesk’s web-based help desk solution allows support teams to collaborate with each other and share information using private comments on any issue that may arise. It also displays real-time updates about who is viewing a ticket at any given moment.

Help others help themselves

Combine your service desk software with a customizable help center, knowledge base, online community, and customer portal体育投注网址 so customers get better self-service and agents see improved efficiency and faster resolution.

Gain insights

With Zendesk’s reporting and analytics tools, you can get insight into what matters most — from seeing the performance of your team, to how satisfied your customers are.

Zendesk Support ticket sample with internal note

Don’t just keep up—stay ahead

Get the right information from customers

Dynamic request forms and ticket fields give support ticket agents extra context, so they’re better prepared for the conversation and can offer more personalized customer support.

Never miss a deadline

体育投注网址SLAs are built-in so help desk agents can set their own parameters, and use up-to-the minute measurements to keep an eye on the status of specific tickets.

Take your help desk on the go

体育投注网址Our native mobile apps enable help desk agents to respond to customer service requests—even when they’re away from their desks.

Zendesk offers an intuitive user interface. The system is simple to set up, and its responsive design allows for deployment on websites, on mobile apps, and in CECs.

Learn how a great user experience and other attributes of our help desk software have helped Zendesk move into the leader section of Gartner’s Magic Quadrant.

Download the full report

The Zendesk Family

Zendesk Support gives you everything you need to manage your customer interactions in one place. But there’s more to the story. Take a look at what else you can do with the Zendesk family of products.

Guide

体育投注网址Knowledge base and self-service

Chat

体育投注网址Live chat and messaging

Talk

体育投注网址Call center software

Connect

Proactive campaigns

Explore

体育投注网址Analytics and reporting