A better customer experience starts with better help desk software

Help desk software

Help desk software enables customer support agents to receive, process, and respond to service requests. A great help desk is at the heart of great customer support.

Zendesk’s help desk software helps streamline customer support with time-saving tools like triggers and automations. And it’s intuitive, built with the experience of customer service and support desk agents in mind.

Whatever you call it—help desk, service desk, or support desk software—it’s a means to an end. Because great customer support is not just about the tools you use. It’s about the relationships you have with your customers. And that’s what Zendesk is for—improving the relationships between businesses and their customers.

Happy agents make happy customers

"Our agents love [Zendesk] because it offers the perfect balance of simplicity and power."

Make it yours

Fast, personalized responses

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 agents see their queue based on ticket status, assignee, group, or other conditions.

Better together

Solve tickets better with teammates

Zendesk allows agents to copy coworkers and share information using private comments on tickets. It also displays real-time updates about who is viewing a ticket at any given moment.

Share relevant information across teams

Our service desk software comes with an internal Knowledge Base that allows agents to quickly refer to information and processes without losing their place.

Bring support into the rest of the organization

Zendesk features Light agents, an add-on that allows an unlimited number of agents to view tickets and make private comments.

Keep good time

Get the right information from customers

Dynamic request forms give agents extra context, so they’re prepared to offer personalized customer support before the conversation even begins.

Never miss a deadline

With built-in internal SLAs, agents can set their own SLAs for specific tickets and measure to the minute to keep an eye on status.

Take your help desk on the go

Our native mobile apps enable agents to respond to customer requests—even when they’re away from their desks.

"The user interface is very well-designed."

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

Help desk software is for all types of teams—and customers

Enterprises

The FCC and other large enterprises such, such as Groupon and Box, have implemented Zendesk’s help desk software to provide innovative support at scale.

SMBs

Washio and other SMBs like Baublebar and charity: water use Zendesk’s ticket management system to offer customer support for their growing businesses.

Retailers

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

HR Teams

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

IT Teams

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

Educators

The UCLA department of Psychology supported 200 staff members with a two-person support desk team using Zendesk.

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Source: http://docphy.com/technology/computers/software/better-customer-experience-starts-better-help-desk-software.html