What Is Zendesk: Key Features | [2023]

What is Zendesk

Do you know Zendesk, if yes then this article is for you. We are discussing Zendesk. Read on for more.

Founded in 2007 in Denmark, Zendesk provides comprehensive software for customer support that is used by businesses of all sizes.

 Its products include a help desk system, live chat software, phone support, and other tools that are designed to improve customer engagement and satisfaction.

 Despite its relatively young age, the company has already grown to use more than 160,000 people around the globe and offers a host of features that are sure to impress any business looking for better customer service.


Zendesk’s core product, Zendesk Support, enables agents to gather all queries and requests in a single location to rank, solve, and resolve them. This allows for a faster turnaround time and ultimately better customer satisfaction.

The platform also supports many channels and comes with an intelligent knowledge base that saves drafts automatically, shows changes over time, and is available in different languages to cater to local customers.

Another unique feature is the ability to use triggers, which are specific actions that cause workflows to be initiated. These can include anything from creating a ticket to logging an agent’s status and more. This is an effective tool for tracking the activities of your team and helps you to identify trends and patterns.

The company has a free 30-day trial that gives users access to all its services. This allows you to test the software and decide whether it’s right for your business. During the trial period, you will not be required to provide a credit card, which is an advantage over some of its competitors.

What is Zendesk Top Feature?

Zendesk is a powerful help desk platform that offers a complete set of customer support tools. Its ticket management system ensures that no issue slips through the cracks and that each customer gets a personalized response. omnichannel support lets agents respond to customers via email, live chat, and phone calls.

Its smart knowledge base empowers agents and customers with self-service tools, allowing them to resolve issues on their own. The platform also offers advanced reporting and analytics features to provide business leaders with immediate insights into customer interactions.

But, the robust functionality of Zendesk can be intimidating for smaller companies. Its high price tag may be a turnoff for startup teams on a tight budget, and its complex features can confuse and overwhelm small teams.

If you’re considering buying Zendesk, it is important to take a close look at the available features and determine which ones are essential for your business needs. Compare pricing structures to make sure you don’t pay for unnecessary features that will only eat into your margins.

For ecommerce retailers, Zendesk is one of the most popular customer support apps on the Shopify App Store. Its comprehensive customer support features are designed to boost conversions and improve brand loyalty. Its customer feedback and community forums offer a great way for businesses to engage with their customers. Also, the tool integrates with a variety of third-party applications to streamline the customer support process.

Zendesk Products

The company’s customer service software aims to meet customers wherever they are and deliver personalized support through one easy-to-use, centralized platform. The suite of tools includes a ticketing system, chat and phone support, self-service options, reporting and analytics, and community forums.

Zendesk’s ticketing system centralizes incoming customer queries from different channels in a single, simple inbox that agents can easily work through. It also offers a messaging module that allows businesses to connect with customers via email, phone and other online channels. The solution also has a “answer bot” that can provide pre-configured answers to common questions, saving time for support representatives.

The Professional Plan is designed for larger enterprises, and comes with some major feature upgrades including an internal agent knowledge base, multi-language support, a survey tool to collect customer feedback, a built in time tracking app to analyze agent time-spends, and more. The platform is also compatible with several third-party applications, including the popular Slack.

Many users praise the wide option of integrations and how simple it is to set up ticket forms with fields that gather all the necessary information for a fast response.

The customer context that Zendesk provides gives agents visibility into all previous interactions with a particular customer, which is helpful for providing more accurate and relevant responses.

Other useful features include the ability to create custom triggers and workflows, the CSAT rating, and NPS surveys that predict how likely a customer is to return for more services.

Zendesk Suite Features Revealed

Zendesk just made a big change to their suite of customer service software, which includes a unified ticketing system and chat app. They’re reducing the number of plans available and adding features that let you automate client intercommunications with data-driven push notifications.

For example, you can send customers shipping updates via email or a mobile app based on their location or past purchases.

Also to a help desk with ticketing functionality, the Zendesk suite includes the Guide application for creating knowledge base articles and a support portal, along with the Talk chat and community forum applications.

The unified suite of apps is designed to give your agents the tools they need to provide frictionless omnichannel customer support.

Ticketing functionality in the Zendesk Suite lets you gather all requests in one place so you can easily manage and resolve them. The platform acts as a shared inbox for all channels and connects conversations to the same customer record, so nothing falls through the cracks.

This means no more switching between chat, phone and email, or losing context while transferring the conversation between different teams.

Zendesk Reviews

Zendesk is a customer service software solution that includes ticket management, live chat, phone support, and self-service options like knowledge base and community forums. It’s a popular option among businesses of all sizes because it’s customizable and integrates with many third-party apps.

Some users say that it can be challenging to navigate the more advanced features without technical help, but omit most are happy with the product.

Some customers love the scalability of Zendesk and that it works well for both small and large teams. Others prefer the ease of use and simplicity of the platform, but some find it lacking in reporting or data visualization capabilities. Some also complain that it can be pricey and that the customer service team is often slow to respond to emails or phone calls.

A few users have reported that Zendesk’s gamification features can be distracting for their agents and take away from the focus on resolving customer issues. The company is working to fix these issues.

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Zendesk’s key features

Certainly! Here’s a table outlining some of Zendesk’s key features:

Key FeaturesDescription
Ticketing SystemCentralized platform to receive, track, and manage customer inquiries and issues.
Multi-channel SupportAbility to support customers through various channels such as email, phone, live chat, social media, and web forms.
Knowledge BaseSelf-service portal where businesses can create and publish articles, FAQs, and other resources for customers to find answers independently.
Live ChatReal-time chat feature for immediate customer assistance and support on websites or mobile apps.
Help Desk AutomationWorkflow automation tools to streamline support processes, automate repetitive tasks, and route tickets to the right agents.
Reporting and AnalyticsComprehensive reporting and analytics features to gain insights into support performance, agent productivity, and customer satisfaction metrics.
IntegrationsIntegration capabilities with third-party applications and services such as CRM systems, project management tools, and e-commerce platforms.
Customer Self-ServiceTools and features that empower customers to find answers and resolve issues independently through self-service options.
Collaboration and TeamworkTools for support agents to collaborate, share information, and work together effectively to resolve customer inquiries.
Customer Satisfaction ToolsSurveys, feedback collection, and customer satisfaction metrics to measure and improve customer experience and support quality.
Mobile SupportMobile apps and optimized interfaces for support agents and customers to access Zendesk’s features and services on mobile devices.
Security and Data ProtectionRobust security measures to protect customer data, secure communications, and ensure compliance with data protection regulations.

Also Read About Bitrix24 Review


Founded in 2007 in Denmark, Zendesk provides comprehensive software for customer support that is used by businesses of all sizes.

We hope that this article has helped you to know Zendesk, if you have any questions then let us know in the comment section. 

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