Common Features of Zendesk

  Ticket Management System: Ticket processing is the central link throughout your entire support experience. It provides ticket and user management, workflows, and other core administrative functions for customer service solutions. The Agent Workspace is where you manage all tickets from all communication channels, as well as all interactions with customers.

  Help Center: The Help Center includes knowledge base articles and a customer request portal. Zendesk also offers an authoring environment for creating and managing your knowledge base articles. Additionally, there are features that enable team member collaboration in the development of knowledge base content.

  Community Forums: Community forums can be added to your Help Center. They allow your customers to post topics (such as questions) and interact with other members of your community.

  Messaging: Messaging enables customers to request support, chat with customizable messaging bots, and connect with agents when further assistance is needed. Messaging conversations are converted into tickets, which agents can update after the conversation ends. You can add messaging to your website, Help Center, mobile apps, and social channels.

  Voice: Agents interact with customers via the Zendesk Voice channel within the Agent Workspace. Zendesk also provides tools to monitor all ongoing call activities and the status of agents currently working on this channel, along with reports that show your customers’ average wait time and average call duration. The Voice channel also allows interaction with customers via SMS.

  Reporting and Analytics: Zendesk provides all the reporting and analytics tools needed to monitor and evaluate tickets, agent status, and Explore performance. It includes a reporting dashboard for key activities in the Suite. You can also use query tools to build custom reports and dashboards.

  Sunshine: This is Zendesk’s open and flexible customer relationship management (CRM) platform. You can use it to develop custom applications that connect to external customer data, and extend your messaging capabilities by adding additional messaging channels and artificial intelligence (AI) services through Sunshine Conversations.