Tech Specs

What Zendesk is made of

Description

Built For
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Starts At
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Getting Started

Customer Support
Communication Channels
Email

Your Zendesk Support has its own email domain and supports any number of email addresses. All emails sent to Zendesk Support become tickets. You can set your reply (“from”) address for outgoing email. Also, you can customize the HTML and text email templates.

  • Customers
  • Agents
  • Admins
Essential
Get started with email
Twitter

Convert tweets, DMs, and faves into Zendesk Support tickets. Zendesk Support can monitor one or more Twitter accounts and convert tweets to tickets as needed. All tweet activity between agents and Twitter users is added as ticket comments.

  • Customers
  • Agents
  • Admins
Essential
Set up Twitter
Facebook

Convert Facebook wall posts and private messages into Zendesk Support tickets. On the Essential Plan, you can link one Facebook Page to Zendesk Support. On Team, Professional, and Enterprise Plans, you can add up to two Facebook Pages.

  • Customers
  • Agents
  • Admins
Essential
Set up Facebook
Chat

Provide real-time support to your customers and proactively initiate chats with visitors on your website. With tools like shortcuts and agent-to-agent chat, collaborating on multiple chat conversations is a breeze for your support agents.

  • Customers
  • Agents
  • Admins
Add-on
Provide Chat support
Web Widget

Embed support wherever your customers are on your website. Allow them to search the knowledge base, send a message, or start a live chat.

  • Customers
  • Agents
  • Admins
Essential
Set up Web Widget
Customer Support
Talk
Embedded phone support

Phone support software that allows agents to make or receive concurrent customer calls right from Zendesk Support. Calls and voicemails automatically create tickets for easy tracking and resolution. Agents may take calls in the Zendesk Support browser or forward calls to external phone numbers.

  • Customers
  • Agents
  • Admins
Add-on
Talk resources
Local & toll-free numbers

Support a global business: select a local or toll-free phone number from over 40 different countries or port existing phone numbers. In some countries, port in an existing number (porting currently available in North America).

  • Customers
  • Agents
  • Admins
Add-on
Manage numbers
Multiple greetings

Offer branded or localized experiences with multiple customized greetings. Record new messages via phone or upload existing audio files for voicemail greetings, available agents, wait, hold and IVR messages. Both WAV and MP3 files are supported with a maximum file size of 10 MB.

  • Customers
  • Agents
  • Admins
Add-on
Set up greetings
Full call control

Mute, hold and transfer are available to agents in the call console. With warm transfer, deliver smooth agent hand-offs and reduce customer effort with warm transfer. Place a caller on hold to consult with another agent before transferring or returning to the customer.

  • Customers
  • Agents
  • Admins
Add-on
Use Talk
Queue management

Set queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed this limit are directed to voicemail. Set maximum queue wait time to determine how long customers may wait before leaving a voicemail.

  • Customers
  • Agents
  • Admins
Add-on
Set queues
Inbound caller ID

Know who is calling with user information in the call console for incoming calls. Calls received from new, unknown users generate new user accounts. Contact details and full multi-channel support history are at agents’ fingertips during a call for easy reference.

  • Customers
  • Agents
  • Admins
Add-on
Using Talk
Group routing

Route calls to specific groups or to a set of groups in Zendesk Support, so callers reach the right agents for help. If more than one group is selected, the call will route to agents in the primary group first, then to agents in the secondary groups via round-robin.

  • Customers
  • Agents
  • Admins
Add-on
Route calls
IVR (interactive voice response) systems

With multi-level interactive voice response (IVR), or phone trees, route customers to the right agent or department and provide recorded responses for frequently asked questions. Create a menu with options callers can choose through keypresses. Build a simple phone tree with one level or layer multiple menu levels together.

  • Customers
  • Agents
  • Admins
Add-on
Create an IVR
Call & voicemail recording

Record inbound and outbound calls and voicemails to reference past conversations and ensure compliance with quality standards. Set expiration dates for call and voicemail recordings, ranging from 1 week to 2 years. Enable voicemail transcription per phone number for easy reference and fast resolution. Currently available in English only.

  • Customers
  • Agents
  • Admins
Add-on
Managing recording options
Real-time dashboards

Stay informed of call activity with granular real-time data on call volumes, wait times, hold times and wrap-up time. Maintain visibility into agent activity, including talk, hold, and wrap-up time and calls accepted, transferred and missed. Make an agent available or unavailable.

  • Customers
  • Agents
  • Admins
Add-on
Monitor call activity
Call history

View and analyze historical call data by agent, call status, wait time, hold time, and more, to support operational decision making.

  • Customers
  • Agents
  • Admins
Add-on
Route calls
Call data in Insights

Track and measure the performance of your phone support and understand how it fits into your overall support operations with the powerful analytics power of Insights.

  • Customers
  • Agents
  • Admins
Add-on
Failover

Failover automatically forwards incoming calls to an alternate number in the unlikely event of an outage, ensuring important calls always come through.

  • Customers
  • Agents
  • Admins
Add-on

Add a failover number
Customer Support
Ticket Management
Default Views

Views are a collection of tickets based on ticket status, assignee, group, or any other ticket conditions. Use views to help manage ticket workflow and organize tickets. Zendesk Support comes with pre-configured views that we recommend as best practices.

  • Customers
  • Agents
  • Admins
Essential
Use views
Macros

Macros allow agents to quickly respond to common requests with a standard reply. In addition, macros can generate an action, like changing the status of the ticket. Zendesk Support comes with pre-configured macros we recommend as best practices. You can add more, modify, or turn them off.

  • Customers
  • Agents
  • Admins
Essential
Add macros
Rich text formatting

Add rich text to your tickets responses such as headings, bullet lists, and other useful text formatting. Attach photos easily and in-line.

  • Customers
  • Agents
  • Admins
Essential
Enable rich formatting
Custom ticket fields

Custom ticket fields help gather all the information needed around a support request. These fields can be made visible to agents and/or your customers and can appear on tickets in Zendesk Support and the support request form.

  • Customers
  • Agents
  • Admins
Team
Customize ticket fields
View original email

For any ticket, view the original email sent by the customer—including source code and HTML. Access to the original email expires 30 days after the email is received in Zendesk Support.

  • Customers
  • Agents
  • Admins
Essential
View original emails
Attachments

Agents and customers can attach files to tickets. You can even drag and drop files into your Zendesk Support ticket response. There’s a 1MB limit for accounts on the Essential Plan, 7MB for Team Plan, 20MB for Professional and Enterprise Plans.

  • Customers
  • Agents
  • Admins
Essential
Add attachments
On-hold ticket status

When a ticket requires input and resolution from a third party, set the ticket status as on-hold, so you can differentiate response times of your team versus the third party.

  • Customers
  • Agents
  • Admins
Team
Enable on-hold status
Dynamic Content

Dynamic content is essentially multi-language placeholders that dynamically insert ticket content based on the customer’s preferred language. Agents can use dynamic content to easily provide localized support interactions. Dynamic content is supported in automations, macros, triggers, and other system-generated messages.

  • Customers
  • Agents
  • Admins
Professional
Use Dynamic Content
Ticket forms

With ticket forms, you can create multiple support request forms that show a unique set of ticket fields. Ticket forms help ask the right questions and gather all the important information needed up-front. It can be made visible to agents and/or your customers.

  • Customers
  • Agents
  • Admins
Enterprise
Create ticket forms
Multibrand for 5 brands

Support up to 5 brands, products, service tiers, or regions with unique Help Centers, support channels, and business rules. Data and activity are centralized within a single account, making it easy to manage.

  • Customers
  • Agents
  • Admins
Enterprise
Set up your brands
Multibrand

Support up to 300 brands, products, service tiers, or regions with unique Help Centers, support channels, and business rules. Data and activity are centralized within a single account, making it easy to manage.

  • Customers
  • Agents
  • Admins
Add-on
Set up your brands
Customer Support
Agent Productivity Tools
Agent interface in 28 languages

Zendesk Support can be set in your agent’s preferred language with a localized interface. Includes; German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, Polish, and Korean.

  • Customers
  • Agents
  • Admins
Essential
Change your default language
Tickets requiring your attention

This is a view on the agent dashboard that showcases the most relevant tickets when the agent first logs into Zendesk Support. The view consists of tickets that are new and open and assigned to you, unassigned tickets in your groups, and tickets not currently assigned to a group.

  • Customers
  • Agents
  • Admins
Essential
Log into Zendesk Support to check it out
Play button

Use the Play button to open the first ticket in a ticket view that is not currently being viewed by another agent. The Play button eliminates cherry-picking of tickets and speeds up agent productivity.

  • Customers
  • Agents
  • Admins
Team
Log into your Zendesk Support to check it out
Guided mode

Guided Mode helps agents focus by preventing cherry-picking. Agents select from their assigned views, and are immediately guided to the next available ticket in the queue in the order set up by the admin. If an agent elects to skip a ticket, a reason can be entered for skipping, giving admins insight into training and development needs.

  • Customers
  • Agents
  • Admins
Enterprise
Setting up Guided Mode
Multi-tab interface

Zendesk Support is a multi-tab interface. Each tab can open a ticket, a customer profile, or knowledge base search results. Agents can open multiple tabs in one view and be able to multi-task by performing several actions.

  • Customers
  • Agents
  • Admins
Essential
Log into Zendesk Support to check it out
Instant search

Click the search icon in the navigation bar to perform an instant search across tickets, users, organizations, or Help Center in a new tab.

  • Customers
  • Agents
  • Admins
Essential
Search in Zendesk
Keyboard shortcuts

Zendesk Support comes pre-built with various keyboard shortcuts. Speed up productivity with the use of keyboard shortcuts to perform ticket actions and navigate through Zendesk Support.

  • Customers
  • Agents
  • Admins
Essential
Use keyboard shortcuts
Single page app

Zendesk Support is a single page app built on Ember.js to allow for a more interactive, real-time experience for you and your support team.

  • Customers
  • Agents
  • Admins
Essential
Why we chose Ember.js
Agent collision detection

Agent collision detection displays any other agents who are viewing a ticket at the same time, and indicates if they are actively editing it. Zendesk Support updates the ticket fields in real-time to allow for collaboration between agents working on a ticket together.

  • Customers
  • Agents
  • Admins
Essential
Avoid collisions
Agent alias

Agents can use an alias that will be publicly displayed on all communications with your customer. This allows agents to create a persona and keep their real name private.

  • Customers
  • Agents
  • Admins
Professional
Add an agent alias
Light agents

Light agent is an unique role in Zendesk Support where the agent is only permitted to view tickets and add private comments. With this add-on you can have unlimited number of free light agents, so you can expand visibility and engagement throughout your entire company.

  • Customers
  • Agents
  • Admins
Add-on
Expand Zendesk Support usage
Pathfinder app

The Pathfinder app displays the customer’s path across any web page, as well as Help Center views and searches (including within the Web Widget) 30 minutes before and after a ticket is submitted.

  • Customers
  • Agents
  • Admins
Enterprise
Installing and using the Pathfinder app
Knowledge Capture app (beta)

The Knowledge Capture app leverages your support team’s collective knowledge and enables agents to create new content, link to help center articles in tickets and flag content for improvements, directly from their Zendesk Support agent interface.

  • Customers
  • Agents
  • Admins
Add-on
Early access program
Agent-only knowledge base

In addition to restricting certain sections in Help Center to specific groups of customers, create an agent-only knowledge base for your agents for them to reference information, documentation, and processes.

  • Customers
  • Agents
  • Admins
Add-on
Restrict your knowledge base
Skills-based routing

Configure agent skills and assign them to specific ticket types to route ticket to groups of agents. This ensures that agents are served a ticket that they can solve efficiently, everytime.

  • Customers
  • Agents
  • Admins
Enterprise
Set up skills
Customer Support
Support Workflows
Service Level Agreements (SLAs)

Monitor your team’s performance by setting service level targets for specific tickets, based on conditions you set, to measure response, reply and resolution times. An SLA column can be added to any view so your team can easily see status and time to breach.

  • Customers
  • Agents
  • Admins
Professional
Set up SLA policies
Business rules: Triggers

Triggers are time-saving tools that initiate a workflow based on specific changes or actions on a ticket. Your Zendesk comes with pre-configured triggers that we recommend as best practices. These are included in all plans. Starting at Team, you can modified, turn off, or add your own custom triggers using your own conditions and rules.

  • Customers
  • Agents
  • Admins
Team
Set up triggers
Business rules: Automations

Automations are time-saving tools that initiate a workflow based on time-based conditions. Your Zendesk comes with pre-configured automations that we recommend as best practices. These are included in all plans and can be modified or turned off. Starting at Team, you can add your own custom automations using your own conditions and rules.

  • Customers
  • Agents
  • Admins
Team
Set up automations
Personal views

Create personal ticket views for your own use. Your Zendesk Support comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off.

  • Customers
  • Agents
  • Admins
Team
Customize views
Personal macros

Create personal macros for your own use when responding to customers’ tickets. Your Zendesk Support comes with pre-configured macros that we recommend as best practices. You can add more, modify, or turn them off.

  • Customers
  • Agents
  • Admins
Team
Personalize macros
Group views

Create a shared view available to agents within a specific group(s). Your Zendesk Support comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off.

  • Customers
  • Agents
  • Admins
Team
Manage views
Group macros

Create a shared macro available to agents within a specific group(s). Your Zendesk Support comes with pre-configured macros that we recommend as best practices. You can add more, modify, or turn them off.

  • Customers
  • Agents
  • Admins
Team
Share macros
Business hours

Set business hours in Zendesk Support and apply to ticket workflows, triggers, automations, and SLA targets. For example, if you don’t provide 24/7 support to your customers, you can acknowledge your availability and give customers a sense of when they can expect a response to their requests.

  • Customers
  • Agents
  • Admins
Professional
Set business hours
Multiple Business hours

Create multiple sets of business hours, called Schedules, in Zendesk Support and apply to ticket workflows, triggers, automations, and SLA targets. Incoming tickets can be assigned to a Schedule according to the customers location, the agent responding, or through custom business rules defined by an administrator.

  • Customers
  • Agents
  • Admins
Enterprise
Set business hours
Business rules filtering by usage

Filter and sort business rules to gain an understanding of how your automations, macros, triggers, and views are used. Business rules can be sorted by date created, date updated, group, and category.

  • Customers
  • Agents
  • Admins
Professional
Filter business rules
Multiple Organizations

Add a single user to multiple organizations, up to as many as 300. Helpful for contractors, supervisors, or employees who may belong to multiple business units, departments, or locations.

  • Customers
  • Agents
  • Admins
Professional
Configure users’ organizations
Business rules analysis

Analyze the usage and effectiveness of your business rules, like triggers, automations, macros, and views. Business rules analysis allows you to identify areas for optimization.

  • Customers
  • Agents
  • Admins
Enterprise
Analyze business rules
Ticket sharing between Zendesk Support instances

Tickets from Zendesk Support can be shared with other Zendesk Support accounts, and vice versa. Establish sharing agreements with any of your company’s partners and vendors who also use Zendesk Support, so you and your partners/vendors can collaborate on tickets.

  • Customers
  • Agents
  • Admins
Essential
Share tickets
Automated ticket sharing

Tickets from your Zendesk Support can be shared with other Zendesk Support accounts automatically, and vice versa. Establish automated sharing agreements with any of your company’s partners and vendors who also use Zendesk Support, so you and your partners/vendors can collaborate on tickets.

  • Customers
  • Agents
  • Admins
Enterprise
Set up ticket sharing
Customer Self-Service with Guide
Knowledge Base and help center
Answer Bot

Answer Bot increases self-service efficiency by responding to customer’s questions with relevant knowledge base articles from Zendesk Guide.

  • Customers
  • Agents
  • Admins
Add-on
Setting up Answer Bot
Knowledge base

In Guide, create a resource of helpful articles that answer customers’ most popular questions. Sections within the knowledge base can be restricted to certain groups of customers by specifying an organization or tag.

  • Customers
  • Agents
  • Admins
Essential
Build a knowledge base
Guide categories and sections

Guide is organized in the following tree structure: Home > Categories > Sections > Articles. Each article must be a child of a section, and each section must be child of a category. You cannot have orphan articles or sections.

  • Customers
  • Agents
  • Admins
Essential
Organize Help Center
Promoted articles

Highlight articles that you want to be more prominent in help center. Promoting an article moves it to the first position of an article list. It also highlights the article in the list with a star to draw attention to it.

  • Customers
  • Agents
  • Admins
Essential
Promote articles
Article overview

View all of your published and unpublished knowledge base articles in one central location. Use search to easily find content and apply filters to refine the results further.

  • Customers
  • Agents
  • Admins
Essential
View knowledge base articles
Article lists

Create your own lists of articles based on searches and filters that you apply. Refer back to these article lists to manage and keep your content up-to-date.

  • Customers
  • Agents
  • Admins
Add-on
Create article lists
Internal knowledge base

In addition to restricting certain sections in Help Center to specific groups of customers, create an internal knowledge base for your agents for them to reference information, documentation, and processes.

  • Customers
  • Agents
  • Admins
Add-on
Restrict your knowledge base
Article labels

Add labels to your help center articles to help boost the article’s relevance when a specific keyword or phrase is searched. You can also use the API to retrieve articles by their label.

  • Customers
  • Agents
  • Admins
Add-on
Labeling articles
History view

See every article change made, giving you the ability to follow up with agents if any issues occurs. You can filter actions by specific users, review specific changes, such as when an article was deleted or published, and also drill down into specific changes.

  • Customers
  • Agents
  • Admins
Add-on
History view overview
Instant search for help center

Instant Search for help center fills in the blanks as customers search for content, providing them with article suggestions and helping them search faster.

  • Customers
  • Agents
  • Admins
Essential
Instant search in help center
Web Widget: Contextual content

Contextual Help displays suggested help center articles to customers in the Web Widget before they even search. Using keywords in the webpage’s URL, Contextual Help automatically infers what a customer might be looking for and offers the top three most likely self-service suggestion.

  • Customers
  • Agents
  • Admins
Essential
Contextual help in Web Widget
Web Widget: Restricted help center content

With end-user authentication in the Web Widget, you can now embed content from a restricted Help Center (one that requires users to sign in for access)

  • Customers
  • Agents
  • Admins
Essential
Configure restricted content
Customer Self-Service
Community
Community

Build brand loyalty, crowdsource support and gain feedback with a customizable customer community, built right into your Zendesk Guide. Create topics under which users can add posts and comment on posts.

  • Customers
  • Agents
  • Admins
Add-on
Create your community
Community customization

Easily customize your Zendesk Community to reflect your company’s brand. Change the look and feel of the Guide help center using simple design tools such as color pickers and font choosers or take full control with powerful customization tools (Curlybars, based on Handlebars, a popular template language).

  • Customers
  • Agents
  • Admins
Add-on
Customize your Community
Similar post suggestion

As users create a new post, suggestions will reveal posts with similar titles to prevent duplicate posts.

  • Customers
  • Agents
  • Admins
Add-on
Create Community content
Rich content editor for posts and comments

Add rich text to posts and comments, such as headings (posts only), bullet lists, and other useful text formatting, as well as attach photos easily and in-line.

  • Customers
  • Agents
  • Admins
Add-on
Create Community content
Sort posts & comments

Sorting tools make it easy to navigate Community content. View posts by topic or view all posts. Sort posts by creation date, recent activity, number of votes or number of comments; filter posts by status (Planned, Not planned, Completed, Answered); and, sort comments by date or number of votes.

  • Customers
  • Agents
  • Admins
Add-on
Find information in the Community
Follow posts & comments

Follow new posts or new posts & comments to receive email notifications when updates are made, so you can stay engaged with a conversation.

  • Customers
  • Agents
  • Admins
Add-on
Participate in the Community
Vote on posts and comments

Vote on posts or comments. Users can sort based on number of votes.

  • Customers
  • Agents
  • Admins
Add-on
Participate in the Community
Set status on a post

Set a status on a post (planned, not planned, completed or answered) to communicate clearly where a feature request or post is in a life cycle.

  • Customers
  • Agents
  • Admins
Add-on
Manage Community content
Feature or pin a post

Feature posts in a section placed anywhere in your theme to highlight certain posts. Or, pin posts to the top of a section so it will remain at the top, regardless of sorting.

  • Customers
  • Agents
  • Admins
Add-on
Manage Community content
Close comments on posts

Disable commenting on individual posts as needed.

  • Customers
  • Agents
  • Admins
Add-on
Manage Community content
Create tickets from posts or comments

Create tickets from posts or comments to continue conversations one-on-one with customers.

  • Customers
  • Agents
  • Admins
Add-on
Manage Community content
Edit posts and comments

Edit posts and comments to ensure accuracy.

  • Customers
  • Agents
  • Admins
Add-on
Manage Community content
Spam filter

Mark posts or comments as spam and enable spam filter to prevent publication of end-user content suspected as spam.

  • Customers
  • Agents
  • Admins
Add-on
Manage Community content
Moderate content

Enable content moderation to approve all end-user contributed content before it’s published.

  • Customers
  • Agents
  • Admins
Add-on
Manage Community content
Restrict access to Community content

Prevent some users from viewing the content of certain topics in the community. For example, configure a topic so that only users who have signed in can view it.

  • Customers
  • Agents
  • Admins
Add-on
Manage Community content
Customer Self-Service
Customer Portal
My activities

Your customers can log into a dedicated customer portal to access their ticket history and activity, submit and track tickets, and view a list of subscribed community topics and questions.

  • Customers
  • Agents
  • Admins
Add-on
Manage support requests
Follow a question, article, or topic

Any logged-in user can follow community topics, questions, or knowledge base articles. They will receive alerts on any update made to that topic, question, or article, so they can stay up-to-date on conversations of interest.

  • Customers
  • Agents
  • Admins
Add-on
Manage subscriptions
Add and update CC’s

Signed in end-users can now add CC’s to requests they submit via the Guide ticket form as well as edit existing CC’d users on a current ticket submission.

  • Customers
  • Agents
  • Admins
Add-on
Enable end-user CC
Customer Self-Service
Content Management Tools
Rich text formatting

Format your articles. Bold, italicize, underline, or apply other styles to the text. Insert video, images, or tables to add visual elements.

  • Customers
  • Agents
  • Admins
Essential
Format articles
Drag and drop content arrangement

Move articles from section to section on the individual article pages, or re-arrange articles, sections, and categories with a simple drag and drop on the Arrange Content page.

  • Customers
  • Agents
  • Admins
Essential
Arrange content
Integrated search

Search the knowledge base and community at once. One search surfaces both knowledge base articles and community questions.

  • Customers
  • Agents
  • Admins
Essential
Log into Zendesk to check it out
Draft articles

Add draft articles in Guide. The articles are saved but not published. Publish a draft article or unpublish a live article with a tick of a checkbox on the article page.

  • Customers
  • Agents
  • Admins
Essential
Draft articles
Multilingual content management

Enable multiple languages in Guide and surface only articles in the customer’s preferred language. Add localized content and manage all your multilingual content in one place.

  • Customers
  • Agents
  • Admins
Add-on
Localize Help Center
Dynamic Content

Dynamic Content is essentially multi-language placeholders that dynamically insert ticket content based on the customer’s preferred language. Dynamic Content is supported in Guide.

  • Customers
  • Agents
  • Admins
Add-on
Use Dynamic Content
Customer Self-Service
Branding and Customizations
Localized interface

Guide’s admin interface can be set in your preferred language with a localized interface in German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean.

  • Customers
  • Agents
  • Admins
Essential
Change default language
Support for 40+ languages
Specify the languages you want to support in Guide, and set a different name for the Help Center for each of your supported languages. On Support Essential and Support Team plans, Guide supports one language. On Support Professional and Support Enterprise plans, Guide Professional is required in order to select multiple languages to support. Zendesk supports the following languages: English, English (Canada), English (GB), French, French (Canada), Spanish, Japanese, Portuguese (Brazil), German, Latin American Spanish, Italian, Dutch, Russian, Trad. Chinese, Simpl. Chinese, Korean, Danish, Norwegian, Turkish, Swedish, Arabic, Hebrew, Polish, Bosnian, Bulgarian, Catalan, Croatian, Czech, Estonian, Finnish, Georgian, Greek, Hungarian, Icelandic, Indonesian, Latvian, Lithuanian, Filipino, Portuguese (Portugal), Romanian, Serbian, Slovakian, Slovenian, Thai, Ukrainian, Vietnamese, Czech, Persian.
  • Customers
  • Agents
  • Admins
Add-on
Add languages
Mobile optimized theme

The Copenhagen Responsive theme for help center is built on best practices and by default optimized for beautiful experiences across devices including mobile devices, tablets and desktops. You can further customize the theme with logo, favicon, and colors to match your company’s brand.

  • Customers
  • Agents
  • Admins
Essential
Brand mobile help center
Customization panel

Built into Guide is a customization panel where you can change your colors, fonts, logo, and name.

  • Customers
  • Agents
  • Admins
Essential
Customize Help Center
Real-time preview

See the customizations you make in real-time without affecting what your customers are seeing in your live help center. You can preview by role—: anonymous, logged in customer, agent, or manager.

  • Customers
  • Agents
  • Admins
Essential
Preview Help Center
Built-in HTML editor

Guide comes with a built-in code editor so you can customize your help center with HTML, CSS, or JavaScript. Select a template to access the page code.

  • Customers
  • Agents
  • Admins
Add-on
Edit Help Center code
Templates

Work with the page code used to build the help center. The code is contained in editable templates that define the layout of each page type. help center templates include home page, category page, or article page, as well as the global header and footer.

  • Customers
  • Agents
  • Admins
Add-on
Edit templates
Components

Components are a set of code that enables a functionality to occur. Insert components into the page code on any template to perform advanced customizations to Guide. No code experience needed.

  • Customers
  • Agents
  • Admins
Add-on
Use components
Host mapping

Host mapping, also known as domain mapping, enables you to use your own subdomain, such as help.mycompany.com. This allows you to route users from a company page to your Zendesk automatically. To display your own domain such as help.mycompany.com on your Zendesk site, you will need SSL (Professional plan and up).

  • Customers
  • Agents
  • Admins
Team
Set up host mapping
Multiple (up to 5) Branded help centers

Manage up to 5 separate Guide help centers–each with a unique destination, content, and branded design–from a single Zendesk account.

  • Customers
  • Agents
  • Admins
Add-on
Set up your brands
Multibranded help centers

Manage up to 300 Guide help centers–each with a unique destination, content, and branded design–as you need, from a single Zendesk account.

  • Customers
  • Agents
  • Admins
Add-on
Set up your brands
Customer Engagement
Customer Context
Customer profiles

View information about your customers, from basic contact info, language preferences, to any customer data captured in custom user fields.

  • Customers
  • Agents
  • Admins
Essential
Log into your Zendesk to check it out
User Data app

The Zendesk User Data app gives you a view of customer information: —user and organization details like tags, ticket activity, and contact info— right next to a ticket.

  • Customers
  • Agents
  • Admins
Team
Install the app
Custom user fields

Custom user fields capture information about individual customers. In addition, custom user fields can be used in triggers and automations, so dedicated workflows can be set based on customer data.

  • Customers
  • Agents
  • Admins
Team
Add custom user fields
Custom organization fields

Custom organization fields capture information about a group of customers. In addition, custom organization fields can be used in triggers and automations, so dedicated workflows can be set based on customer data.

  • Customers
  • Agents
  • Admins
Team
Add custom org fields
Zendesk for Salesforce CRM

Bring together data, like customer information and support activity, between Salesforce and Zendesk. View Zendesk Support tickets in Salesforce, bring Salesforce account and contact info into Zendesk Support, and enable real-time data sync. Available to any Salesforce organization on Group, Professional, Enterprise, Unlimited, or Developer editions.

  • Customers
  • Agents
  • Admins
Team
Integrate with Salesforce
Customer lists

Customer lists are a group of customers filtered by the custom user/org fields and tags you set. Export a list to a CSV or send an email or survey with MailChimp or SurveyMonkey to a targeted customer list.

  • Customers
  • Agents
  • Admins
Add-on
Create customer lists
Customer satisfaction ratings

Your customers can rate how satisfied they are with the support they received. By default, your customers will receive an email 24 hours after the ticket has been set to solved that asks one question with two possible answers—: Good I’m satisfied or Bad I’m unsatisfied.

  • Customers
  • Agents
  • Admins
Professional
Rate your support
Satisfaction prediction

Predict how likely your customers are going to be satisfied. Powered by a machine learning model, your team can enter conversations with more context. The prediction is shown on a support ticket and can be incorporated into your ticket views, workflows and reports.

  • Customers
  • Agents
  • Admins
Enterprise
Predict customer satisfaction
Net Promoter Score℠ survey
From Zendesk Support, send an NPS® survey to measure customer loyalty and gather customer feedback. Understand why some customers love your company and why others will not recommend your products and services to others. As customers’ responses flow in, their latest NPS rating and comment will be captured in their user profile.

Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

  • Customers
  • Agents
  • Admins
Add-on
Measure customer loyalty
Satisfaction reasons

Understand the reasons behind your negative CSAT ratings by providing your customers with the option to share why they were unsatisfied. This can help you distinguish between feedback about the customer experience vs. feedback about other things.

  • Customers
  • Agents
  • Admins
Professional
Understand satisfaction reasons
Reporting and Analytics
Zendesk Benchmark

Compare yourself against your peers on key benchmark metrics like customer satisfaction, first response time, and ticket volume. For the latest report, visit www.zendesk.com/benchmark.

  • Customers
  • Agents
  • Admins
Essential
Benchmark your support
Export ticket view to CSV

Ticket views can serve as a way to report on the types of support requests you’re receiving. Export a ticket view to a CSV file, containing an entry for each ticket and all its associated ticket information in the view. Because of the processing involved in generating a CSV file, we limit export requests to one view every ten minutes.

  • Customers
  • Agents
  • Admins
Essential
Export ticket views
Overview dashboards

Get a quick view summary of your key ticket metrics by channel, benchmark, and first reply; as well as your top articles, searches, and agents.

  • Customers
  • Agents
  • Admins
Essential
Measure your support
Support performance dashboards

Measure your performance by having visibility into ticket volume, agent performance, and other key support metrics. The data in the reporting dashboard is updated on an hourly basis. It does not contain data about deleted tickets.

  • Customers
  • Agents
  • Admins
Team
Measure your support
Google Analytics for help center

Drill into customer self-service behaviors with Google Analytics for help center. Google Analytics is a free Web analytics tool. Set up custom event tracking around specific customer activity, like the actions a visitor takes prior to submitting a ticket.

  • Customers
  • Agents
  • Admins
Essential
Measure self-service
Guide dashboards

Get an instant snapshot of your Guide activity with three pre-built dashboards that capture trends around knowledge base activity, community engagement, and search behaviors. Use these insights to optimize the customer self-service experience.

  • Customers
  • Agents
  • Admins
Add-on
Knowledge Base and Community and Search dashboards
Time tracking

Automatically track the time spent on each of your Zendesk Support tickets. The Time Tracking app captures the time your agents spend on every ticket, so managing your team’s performance and overall support operations is easier.

  • Customers
  • Agents
  • Admins
Professional
Learn about time tracking
Insights (custom reports & dashboards)

Interact, filter, and drill into over 50 best practice reports to measure operational efficiency, agent performance, and customer experience. Build custom dashboards to slice and dice data in meaningful ways to better understand your customers and improve your team’s workflow. Zendesk data is synced daily at a time you set.

  • Customers
  • Agents
  • Admins
Professional
Learn about Insights
Share Insights reports

Share Insights reports with others ad hoc, or schedule reports to be sent regularly via email. Keep your entire organization in-tune with customer interactions, feedback, and support performance.

  • Customers
  • Agents
  • Admins
Professional
Share insights
Report on custom fields

Report on up to 60 fields on the Professional plan and up to 200 fields on the Enterprise plan.

  • Customers
  • Agents
  • Admins
Professional
Report on your data
Hourly data sync with Insights

Zendesk data synched with Insights hourly on the Enterprise Plan. Each sync begins one hour after the current sync ends.

  • Customers
  • Agents
  • Admins
Enterprise
Sync your data
SLA Reporting

Gain actionable insights into the enforcement of your SLA policies through a best practice dashboard as well as 11 metrics and 6 attributes specific to SLA added in Zendesk Insights.

  • Customers
  • Agents
  • Admins
Professional
See what’s possible
Security and Access
SSO with JWT

Single sign-on (SSO) allows you to authenticate users in your systems. Once authenticated, users can access Zendesk without needing to enter separate login credentials. Zendesk only grants access to the users that have been authenticated by you. Zendesk SSO relies on a technology called JSON Web Token (JWT) for securing the exchange of user authentication data.

  • Customers
  • Agents
  • Admins
Team
Set up SSO
SSO with Twitter, Facebook, and Google

Zendesk offers various SSO options. Provide single sign-on integration with your existing identity via Twitter, Facebook, or Google accounts.

  • Customers
  • Agents
  • Admins
Essential
Use SSO options
Configurable password policy

Zendesk provides the following levels of password security: low, medium, and high. Set one password security level for end-users, and a different one for admins and agents. Only admins can change the password security level. On the Professional and Enterprise Plan, you can specify your own custom password security level.

  • Customers
  • Agents
  • Admins
Essential
Secure your Zendesk
Two-Factor Authentication

2-factor authentication provides another layer of security to your Zendesk account, making it more difficult for somebody else to sign in as you. Admins and agents who turn on this setting will need to provide a passcode, sent to their mobile device, in addition to a password when signing in.

  • Customers
  • Agents
  • Admins
Essential
Secure your login
ISO27001:2013 Certified

Zendesk is ISO 27001:2013 certified. The ISO 27001 certification applies to the management of development, operations, maintenance, and delivery of the SaaS products provided to customers by Zendesk, including Zendesk Chat. Zendesk’s certification doesn’t extend to cover any third-party services.

  • Customers
  • Agents
  • Admins
Essential
Learn more
Agent device management

Zendesk tracks the devices used to sign in to your account. Check the list on a regular basis for any suspicious devices. Admins will receive an email notification when a new device is added.

  • Customers
  • Agents
  • Admins
Essential
Track devices
SSL encryption

SSL (Secure Socket Layer) is an encryption protocol that ensures secure communications with your Zendesk web portal. SSL is enabled by default. The secure connection is indicated in the customer’s browser by https (for HTTP Secure) in the URL and by a padlock icon in the address bar.

  • Customers
  • Agents
  • Admins
Essential
Secure your communication
SSL certificate hosting

If you change the subdomain of your Zendesk from zendesk.com to your own subdomain, Zendesk’s SSL certificate no longer applies. Hosted SSL is an alternative solution. The general setup workflow consists of obtaining a SSL certificate from a certificate authority and then sending it to us to install on our servers.

  • Customers
  • Agents
  • Admins
Team
Use hosted SSL
Digitally signed emails (DKIM/DMARC)

Supporting the DKIM and DMARC standards, digitally sign outbound emails from Zendesk to prove that an email actually came from somebody in your organization and not somebody pretending to be from your organization. Digitally signing outbound email is supported only if you have set up an external email domain for your Zendesk email.

  • Customers
  • Agents
  • Admins
Essential
Digitally sign your emails
SSO with SAML support

Zendesk supports Secure Assertion Markup Language (SAML), which allows you to provide single sign-on (SSO) for your Zendesk using enterprise identity providers such as Active Directory and LDAP.

  • Customers
  • Agents
  • Admins
Professional
Use SAML for SSO
Sandbox test environment

Perform tests on your Zendesk in a trial environment, separate from your production instance. Use the sandbox to test, learn, and make mistakes before making your changes public.

  • Customers
  • Agents
  • Admins
Enterprise
Test in Sandbox
Network access restriction

Only allow access to your Zendesk account from specified IP ranges. Choose to apply restriction to all users or only to the agent portal.

  • Customers
  • Agents
  • Admins
Enterprise
Restrict access
Custom roles and permissions

Specify granular permissions for agents, and control what they have access to in Zendesk. This allows you to define agent roles that suit your own organizational structure and workflow.

  • Customers
  • Agents
  • Admins
Enterprise
Customize agent roles
Audit logs

View a detailed list of critical changes that have been made to your Zendesk— account, user, app changes, business rules, tickets, and settings.

  • Customers
  • Agents
  • Admins
Enterprise
View audit logs
Email compliance archive

Send all Zendesk email notifications privately to an address of your choice, keeping a complete archive of communication.

  • Customers
  • Agents
  • Admins
Enterprise
Archive emails
PCI compliant field
Disaster recovery with quoted targets for RPO and RTO.
  • Customers
  • Agents
  • Admins
Enterprise
Add a PCI compliant field
Data Center Location

Specify a region or country where your account data must be stored. Select from US-only or EU-only. Some restrictions apply.

  • Customers
  • Agents
  • Admins
Add-on
Learn more
Encryption-at-rest

Encryption of all your Zendesk data-at-rest.

  • Customers
  • Agents
  • Admins
Add-on
Learn more
Enhanced disaster recovery

Disaster recovery with quoted targets for RPO and RTO.

  • Customers
  • Agents
  • Admins
Add-on
Learn more
HIPAA Compliance

Zendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers.

  • Customers
  • Agents
  • Admins
Add-on
Learn more
API and Integrations
REST, Email, JavaScript API

Use the Zendesk API to automate and enhance their customer support with Zendesk. Essential allows for 10 requests per minute (RPM), Team 200 RPM, Professional 400 RPM and Enterprise 700 RPM. High Volume API users can purchase an add-on to increase their limit to 2500 RPM. Details at developer.zendesk.com.

  • Customers
  • Agents
  • Admins
Essential
Use the API
Public apps & integrations

Zendesk has over 500+ public apps and integrations available in our marketplace. App Categories include Productivity & Time-Tracking, IT & Project Management, E-Commerce & CRM, Telephony & SMS, Knowledge & Content, Zendesk Labs, Analytics & Reporting, Chat & Collaboration, Surveys & Feedback, Email & Social Media.

  • Customers
  • Agents
  • Admins
Team
See all apps
Private custom apps & integrations

Build your own Zendesk App or Channel integration, for exclusive use within your account, using our App and Channel Frameworks. Display or update external data, hide or show a field on a user or even build a custom workflow on tickets.

  • Customers
  • Agents
  • Admins
Professional
Documentation
CTI Toolkit & telephony apps

Zendesk Talk – Partner Edition provides access to Zendesk’s telephony apps and CTI toolkit, allowing companies to integrate out-of-the-box or custom call center solutions with the Zendesk ticketing system for more productive agents, greater visibility into support operations and more consistent cross-channel support.

  • Customers
  • Agents
  • Admins
Professional
See CTI integrations
Mobile SDK

Bring Zendesk functionalities, like ticket submission, knowledge base articles, live chat and more, into your iOS and Android apps. Visit https://support.zendesk.com/hc/en-us/articles/204256073 for more details.

  • Customers
  • Agents
  • Admins
Essential
Learn more

Join us for a live product demo

We'll walk you through the product family and answer any questions you have about Zendesk.

Schedule a demo