Technology Services Industry Association

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Zendesk
410 Townsend Street
San Francisco, CA 94107
+1 (415) 418 7506

Solutions:

Online Customer Support and Help Desk Software

Company 360
Revenues:
Installed Base:	thousands
Employees:	35
Deployment:	SaaS

Customer References

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John Ragsdale Commentary

Zendesk is an online solution that helps companies manage their interactions with customers – including emerging social media channels. Started in 2007, the Danish founders built Zendesk on the idea that providing great customer support should be as easy as buying a book online. Zendesk features a well conceived and intuitive product design that includes robust incident management functionality with full email integration, business rules, notifications, customer discussion forums, and reporting. It also has a powerful open API and a number of packaged integrations to applications including Salesforce CRM, Microsoft AD, Jira Bug Tracking and many more.

Functional Coverage

	eService
	Web Collaboration
	Proactive Chat
>	Email Response Management
>	Agent Knowledgebase
	Agent Diagnostic Tools
>	Customer Knowledgebase
>	Customer Self-Service Problem Diagnostic/Self-Healing
>	Forums
	Remote Control/Remote Diagnostic/ Self-Healing

	Field Service
	Field Agent Scheduling/Dispatch
	Parts Inventory/Logistics Tracking
	Wireless Field Service

	CRM
>	Case Management
	Entitlement
>	SLA Tracking
>	Customer History
	Upsell/Cross-Sell

	Contact Center
>	Skills Based Routing
	Work Force Optimization
	Quality Monitoring
	Learning Management System
	Voice Self-Service
	Survey Management

Business Consultants

Solutions:

Company 360

Customer References

John Ragsdale Commentary

Functional Coverage