![]() ![]() The Support ticket system also allows you to manage the routing to your customer service agents based on multiple conditions. The Zendesk ticketing system centralizes all the incoming queries from customers across multiple channels and organizes them into a simple inbox for support agents to act on. What started out as a centralized email support system has grown in its scope to become an omnichannel support system. How Zendesk Support Works: Zendesk Key Features Helpdesk Ticketing System Each module has varying degrees of product maturity and is being packaged and sold into different pricing tiers. The customer service product line is broken into multiple modules, including a helpdesk ticketing system, live chat, phone support, knowledge base, reporting and analytics, and community forums. We will dive deep into understanding Zendesk Features available for customer services. They predominantly have two product lines - Zendesk for Sales and Zendesk for Customer Service. Zendesk has multiple modules which they sell individually or as a package through the traditional SaaS model. Let’s help you make an informed business decision. ![]() However, the majority are put-off by the lack of vertical focus and flexibility. While Zendesk boasts a good market share and thousands of customers, the niche players that have come into existence in the last decade are becoming increasingly popular and trump Zendesk on multiple parameters.įor fairly huge enterprises with very large customer service teams, Zendesk might still be the best choice. Though Zendesk started out as a ticketing software, over the years, it has transformed into a reasonably large and complex platform catering to multiple use cases across the spectrum of a business. Is it the best tool for your use case? Let’s unpack that today. It’s fair to say they pioneered the space of Helpdesk and ticketing systems which now is a multi-billion dollar industry with many competing alternatives and niche solutions for specific industries, use cases, and market sizes. They were one of the OGs who significantly changed how customer support is done in the digital world. Zendesk is not an unfamiliar product in the SaaS space.
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