Zendesk
By Zendesk
Zendesk is a customer service and engagement platform providing ticketing, live chat, help center, and omnichannel support tools for support and success teams.
Definition
Zendesk is a customer service and engagement platform providing ticketing, live chat, help center, and omnichannel support tools for support and success teams.
Overview
Zendesk is one of the most widely adopted customer support platforms, used by companies of all sizes to manage customer inquiries in one place. It centralizes inquiries from email, chat, phone, and social channels into a unified ticketing system, offers a self-service help center and knowledge base, and provides automations and triggers to route and prioritize tickets. Reporting dashboards give support teams visibility into ticket volume, response times, and SLA compliance, and Zendesk integrates with messaging tools like Slack to keep support conversations connected to broader team workflows. Zendesk competes with platforms like Intercom and Salesforce Service Cloud, and it's often used alongside CRM and marketing tools such as Salesforce or ActiveCampaign as part of a broader customer engagement stack.
Key Features
- Unified ticketing system across email, chat, phone, and social channels
- Self-service help center and knowledge base builder
- Automations and triggers for ticket routing and prioritization
- Live chat and messaging widgets for websites and apps
- Reporting and analytics on support team performance and SLAs
- Marketplace of integrations with CRM, e-commerce, and messaging tools