Zendesk is #2 in Top 10 Helpdesk software

Positions in ratings

#2 in Top 10 Helpdesk software

#1 in Top 19 Self-Service software

Alternatives

The best alternatives to Zendesk are: Freshdesk, Intercom, Salesforce, ServiceNow, JIRA, Zoho Desk, HubSpot, Gorgias

Latest news about Zendesk

2022. Zendesk is acquired for $10.2B



Zendesk made a significant decision in February when it rejected a $17 billion acquisition offer, confident in its higher valuation. However, the circumstances have changed, and today the company has been acquired by a consortium of private equity firms for $10.2 billion, considerably lower than the initial proposal. The evolving landscape of the SaaS market in recent months has placed Zendesk amidst a whirlwind of investor drama. In a recent development, the company opted to remain independent, causing a sharp decline in its stock price.

2021. Zendesk acquires AI automation startup Cleverly to advance customer service



Zendesk has recently revealed its acquisition of Cleverly, an early-stage artificial intelligence startup. Cleverly offers an advanced product platform equipped with various AI-powered features. This includes a triage function that automatically assigns relevant tags to incoming service requests, facilitating efficient workflow categorization. Moreover, Cleverly provides AI-powered human augmentation through its agent assist capability, which assists customer service agents in delivering accurate responses to inquiries. Cleverly's technology seamlessly integrates with Zendesk and Salesforce, enabling enhanced customer support experiences for businesses leveraging these platforms.


2020. Zendesk’s latest tools designed to give fuller view of the customer



Two years ago, Zendesk, a well-known provider of help desk software, expanded into CRM with its acquisition of Base. Shortly after, the company introduced the Sunshine platform, enabling customers to develop applications on top of the Zendesk platform. Since then, Zendesk has been actively integrating the CRM tool into its platform, and today's announcement focuses on offering Zendesk users a more comprehensive understanding of their customers. With access to extensive data from customer interactions with the help desk, Zendesk can provide valuable insights into customer preferences and behaviors.


2018. Zendesk launched customer service app builder



Zendesk has introduced Zendesk Sunshine, a new platform designed for developing customer-centric applications utilizing Zendesk's toolset. This platform enables companies to create custom apps, primarily focused on customer experience and relationship management, which are hosted on AWS and have access to a wide range of AWS services. All applications built on the Sunshine platform rely on it for seamless information sharing. The primary goal of this approach is to empower Zendesk customers to leverage the data they collect within Zendesk as a natural outcome of their workflow. While initially targeted towards Zendesk customers, independent developers may also have the opportunity to work on the platform in the future. Zendesk Sunshine aims to enhance customer service capabilities by providing a flexible and scalable platform for building tailored applications and harnessing valuable data within the Zendesk ecosystem.


2018. Zendesk launched enterprise content management platform



Zendesk has introduced Guide Enterprise, a new enterprise content management product specifically designed for large customer service organizations. This solution aims to provide these organizations with a knowledge base and a content management platform for effective editorial planning and review. The primary goal is to empower customer service representatives to document solutions to encountered problems, thus building a robust knowledge base as an integral part of their daily workflow. By accessing their colleagues' notes, representatives can avoid reinventing the wheel and contribute to the permanent knowledge base through editorial review. This way, when customers visit the website or app, they can access solutions to common issues without immediate human assistance. The platform also incorporates reminders to regularly review and update the content, ensuring the knowledge base remains up-to-date while eliminating outdated information.


2016. Zendesk expands beyond the help desk



Zendesk, a customer service app, has introduced a new product called Zendesk Explore, which offers comprehensive analytics for measuring and understanding the entire customer experience. With Zendesk Explore, you gain immediate access to valuable customer analytics, enabling a deeper understanding of both your customers and your business. This tool consolidates data from various sources, including Zendesk's range of tools and third-party systems such as Salesforce for customer data, Shopify for buying history, and Google Analytics for web analytics. By aggregating this information into a centralized location, Zendesk Explore provides a holistic view of the customer, surpassing the limitations of fragmented data trapped within application silos. This empowers users in any role to gain a more comprehensive understanding of their customers.


2016. Zendesk introduced Zendesk Message



The prominent customer support software, Zendesk, has introduced a new feature called "Message." This messaging product enables businesses to actively engage with customers on their preferred messaging platforms. Initially, Zendesk Message integrates with Facebook Messenger. With a user-friendly interface and a focus on messaging, Zendesk Message streamlines the process of handling customer interactions. Recognizing that messaging conversations often occur in brief bursts, we have designed the system to enable agents to swiftly transition from one conversation to another while maintaining the ease of assigning, taking ownership of, and resolving conversations. Additionally, agents will find it effortless to refer to significant events within lengthy conversation streams using features such as the timeline.


2015. Zendesk acquired Business Intelligence service BIME Analytics



Customer support giant Zendesk has completed the acquisition of BIME Analytics for a total of $45 million. BIME Analytics, a business intelligence startup, employs a software-as-a-service approach to transform data from diverse sources into valuable trends and insights. The startup offers a wide range of data connectors, including Bigquery, CSV, Excel, Intercom, Google Analytics, Salesforce, and more, enabling the aggregation of data from multiple sources. BIME Analytics supports a vast array of data points for business intelligence purposes, empowering users to generate interactive dashboards, advanced visualizations, and exploit the outcomes through SQL queries. Notably, the entire process is swift and distributed, eliminating the need for server management for these data manipulations.


2014. New Zendesk Voice raises the bar for phone support



Zendesk, a helpdesk service, has recently updated its phone support feature, Zendesk Voice. The new version, built on the Twilio platform, is now accessible in 39 countries. By utilizing Twilio's extensive network of data centers, calls are efficiently and clearly transmitted. With the built-in functionality, you can set up a call center within minutes, enabling agents to make and receive calls directly from their browser or forward calls to another line. The integration of customer information, contact history, and internal knowledge bases directly into the agent desktop streamlines the process of providing phone support, making it more convenient than ever before.


2014. Zendesk adds business intelligence tool



Cloud-based customer service application Zendesk has introduced a new feature named Zendesk Insights. This feature aims to offer companies a deeper understanding of their customer interactions by leveraging data derived from their utilization of the Zendesk service. With this tool, users gain access to pre-built dashboards that provide industry-specific insights. For instance, if the average customer satisfaction score within your industry is 85 while yours stands at 80, it indicates the need for improvement in that aspect. According to Sam Boonin, the VP of Products at Zendesk, this feature sets them apart from competitors who only provide operational reporting. In contrast, Zendesk Insights offers both operational and behavioral data, granting Zendesk a competitive edge in the market.


2014. Zendesk buys Live Chat provider Zopim



Zendesk, the provider of cloud-based helpdesk software, has completed its first acquisition by acquiring Zopim, a startup based in Singapore. Zopim is renowned for its live chat software, which is utilized by approximately 120,000 websites across 140 countries. The acquisition agreement amounts to a value of up to $29.8 million. As a result of this acquisition, Zendesk will gradually phase out its own chat software and seamlessly integrate Zopim's "superior" solution into its platform. This strategic move grants Zendesk immediate access to a widely adopted product that serves countless websites, opening avenues to offer additional Zendesk services to these websites that may not be utilizing them yet. Moreover, it presents an opportunity for Zendesk to upsell existing customers with yet another valuable product in its portfolio.


2013. Zendesk and HootSuite will help to survive in case of Zombie apocalypse


On the eve of Halloween, Zendesk (a SaaS service for customer support) and HootSuite (a social media scanner) join forces to contemplate the essentials. Recent zombie-themed films, such as "World War Z," have revealed a chilling truth: the zombie apocalypse could occur at any given moment. The survival of humanity hinges on the effective sharing and utilization of information. Consequently, it is imperative for every IT company to consider how they can contribute. For instance, Zendesk will aid crisis organizations in supporting citizens and addressing their inquiries regarding zombie combat strategies. Even in the event of the support staff's demise, an online knowledge base containing frequently asked questions will remain operational. (Watch the video above.) Additionally, HootSuite will promptly notify you of the outbreak of a zombie apocalypse, offering valuable information and updates via the #zombie hashtag. It will display areas on a map where both the living and the deceased are concentrated based on the number of related posts. Take a look at the video:


2013. Zendesk launched new self-service portal


According to the insights gathered by the customer support experts at Zendesk based on their own experiences, it has been determined that the majority of customers prefer utilizing self-service tools to promptly find answers to their inquiries rather than reaching out via email or phone. In response to this, Zendesk has developed what they claim to be the world's finest self-service portal, called Zendesk Help Center. This comprehensive solution combines support forums, a knowledge base, and customer spaces where individuals can submit both private and public requests. It offers seamless mobile accessibility for both clients and technical support staff and incorporates integration with popular social networks like Facebook and Twitter. The standout feature of this new tool is the template editor, which empowers users to seamlessly integrate the self-service portal into their own websites. With a selection of templates available in the library, users can customize them at the HTML level to meet their specific requirements.


2013. Zendesk and amoCRM call SaaS vendors to integrate


We won't hide the fact that SaaS has the integration problem. Thanks to SaaS technology hundreds of thousands new business apps appeared on the market and many of them do their job very effectively. But if a company uses several effective (but separate) apps, it may face situations like in the new Zendesk video. Three departments (sales, support and the engineer on scooter) are trying to solve one customer's issue. They use three different systems in which the same customer has a different ID, different communication history and different priority. So, what to do? Integrate and increase the value of each separate SaaS service! Zendesk Apps directory already includes more than a hundred of applications and one of the latest Zendesk partners is amoCRM, that tries to do the same thing. ***


2013. Zendesk for iPad - Built For Mountains


If you watch almost any promotional video about today's IT systems (for example the latest movie by Salesforce) - you'll see that people now work everywhere - on the street, in the subway, in the park, on the beach, in the woods, on the mountain, on a boat, on the snow - anywhere. Have you seen this in the real life? No? Me too. Zendesk (the SaaS service helping to support customers) makes fun on this trend. They released the new mobile app for the iPad together with the epic video (watch it). And the bonus (below): Harlem Shake (Zendesk Edition): ***


2012. Why Helpdesk should be Social?



Today's Friday post is dedicated to support agents and those who organize helpdesk service. Here are two interesting stories about why the customer support system should be social. The first story was created by the guys from the helpdesk-service Zendesk (watch video). It's about the support agent who is always hanging on the phone, repeating the same phrases and answering the same questions. The second story is pitched by IBM with really scary title - "The Man Without Email". Here is he: ***


2009. Web-based helpdesk dream team

Three web-based support applications, namely the SaaS ticketing system Zendesk, internal issue tracker JIRA, and customer service platform Get Satisfaction, have now been seamlessly integrated. Notably, much of this integrated functionality was independently developed by each of the three vendors. The first integration link is the release of Zendesk's plugin for JIRA. This plugin allows users to effortlessly draw tickets into the tracker, with any updates made in JIRA automatically reflected in Zendesk. The second integration link involves the Zendesk and Get Satisfaction integration plugin. This plugin enables users to send and edit Zendesk support tickets without having to leave Get Satisfaction. As a result, a smooth connection is established between a public support tool, an individualized helpdesk, and an enterprise issue tracker. Collectively, these three applications offer a powerful suite of tools for effectively addressing customer concerns, both in public and private forums.


2009. ZenDesk unveils iPhone App Heldesk

ZenDesk, a subscription-based SaaS helpdesk solution, has introduced an embeddable drop box solution specifically designed to provide customer support to iPhone and Android developers within their applications. As the demand for application development continues to rise, particularly with the growing global mobile audience, ZenDesk aims to offer an additional channel for company support. This mobile offering eliminates the necessity for application developers to create their own support forms. However, it raises the question of whether mobile app users would be willing to guide a company through troubleshooting, particularly considering the relatively low price point of many mobile products, often priced at $3 or less.


2009. Zendesk gets funding, comes to US

Zendesk, a provider of on-demand help desk solutions, has successfully secured funding in a Series A round, the exact amount undisclosed. The company plans to utilize this funding to expand its customer base on a global scale, starting with the establishment of new headquarters in Boston. This strategic move is justified by the fact that currently, more than 70% of Zendesk's customers are located in the United States. As a web-based, software-as-a-service (SaaS) platform, Zendesk offers companies of all sizes a user-friendly solution for efficiently managing incoming support requests from end customers. The appropriately named startup has gained recognition by offering its hosted help desk system, which can be swiftly implemented within minutes, to a diverse range of customers. Notable names such as Rackspace, Condé Nast, MAXroam, Twitter, MSNBC, and Scribd are among the satisfied users of Zendesk's support ticketing solution.


2008. Zendesk: SaaS Help Desk

Zendesk, a Danish startup, provides a Software-as-a-Service (SaaS) help desk solution specifically designed for small to medium-sized help desks. With its focus on simplicity and efficiency, Zendesk offers cost savings compared to traditional installed competitors. The setup process is incredibly easy, as there is no installation required, and it is available through a monthly subscription that covers hosting and upgrades. Zendesk's user-friendly interface, powered by Ajax, facilitates seamless interaction with clients and includes features like tagging for problem classification and searching. The platform also offers integration with various web services and email, making it highly customizable and adaptable. Zendesk's ticket-based system enables efficient tracking, updating, and resolution of support requests, and it incorporates self-service options and SLA tracking. The platform's pricing follows a tiered model, with a free basic offering and premium plans catering to different user and agent requirements. Overall, Zendesk delivers an effective and user-friendly help desk solution that enhances the support experience.


2008. ZenDesk Simplifies the Help Desk Support System

ZenDesk is a help desk management tool that distinguishes itself from other similar tools by offering a flexible management system. It allows you to organize projects according to your specific needs and preferences, rather than imposing rigid categorization like most help desk services. This fluid organization aims to enhance the efficiency and intuitiveness of navigating the help desk application, facilitating faster project search, execution, and tracking. ZenDesk achieves this through optimized use of tagging and search capabilities, minimizing the need for strict categorization. While it is not directly comparable to Salesforce, ZenDesk's consumer-facing product does draw some parallels. Although there is no explicit integration with CRM systems like Salesforce, ZenDesk provides an API that allows for potential integration with existing business systems. Additionally, other task-management tools such as Huddle have started incorporating help desk features. Furthermore, ZenDesk appears well-suited for integration with business-oriented VoIP services like Ribbit and Jajah, which are gaining popularity.