Zendesk is one of the most popular support web apps. Its designed to help you assist your customers with their requests and problems. With native apps for most mobile platforms, as well as a high quality web app, it’s no surprise that Zendesk is used by so many companies across the web.
Zendesk markets itself as having an innovative, unique approach that surpasses competing help desk apps, so you can better help your customers. Let’s see how easy Zendesk is to use and whether can help support your customers easier.
Zendesk offers a 30 day free trial (no credit card required), and let you get started on their Plus+ plan. This is a popular plan and gives you access to the best features so you can fully evaluate what Zendesk has to offer. After signing up for your free trial, you get instant access to your Zendesk account.
You’re greeted with a wizard for the first time, allowing you to invite other users, send a test ticket, and customize your account.
Plans & Pricing
Zendesk offers four plans: Starter, Regular, Plus+ and Enterprise. The Starter plan is for small groups and is only $20 per year, and you get up to 3 agents. The Regular plan is $29 per month for each agent; the Plus+ plan is $59 per month for each agent; and the Enterprise plan is $119 per month for each agent. For additional pricing information and plan features, visit their website.
Because they offer a Starter plan, Zendesk is affordable for even the smallest companies. You can also get a discounted price per agent if you pay annually instead of monthly.
Customization & Branding
Like most web apps directed at companies, Zendesk allows you to customize your account to match your brand. You can also select your timezone and business hours, and personalize other settings. Best of all, you can integrate your account with Facebook and Twitter to provide support wherever your customers are online.
Zendesk also offers widgets that appear on the right side of your pages. There are a lot of widgets to choose from, including ones for integrated products, as well as custom CSS, HTML and more.
Submitting a Ticket
By default, you’ll want a support link on your site that sends your customers to your Zendesk page to submit a ticket. Customers can submit a ticket as easily as sending an email: all you need to do is enter your email, subject and a description. You can add attachments (attachment size varies depending on your plan).
By submitting a request, your customers are going to get an account with your help desk so they can review and respond to the ticket as it is updated. Customers can even add their Twitter handle so you can easily keep track of what they’re saying about your company and products.
After submitting a ticket, your customer will get an email confirming the information. When you answer, another email will be sent, letting the customer know of your response and any action taken.
Pending Tickets in Zendesk
On your side, this is what a pending ticket looks like with activity. You can add private or public comments, and change the type, priority and status of the ticket. You can also assign tickets to other agents.
Triggers & Automation
Triggers allow you to customize what actions are taken when a ticket is created or updated. Managing triggers and customizing the actions is simple and doesn’t require a lot of experience to do. The action or notification happens as soon as the defined condition is met.
Another feature that is similar to triggers is automation, which allow you to define conditions and run actions. Instead of running immediately after the condition is met, automations run at a specific time. For instance, you can close the ticket 2 days after changing the status to solved.
The default triggers and automations will work for most companies, so you may not need to add additional rules or conditions.
One of the most important aspects of a help desk is to enable your agents to be efficient and work quickly to assist your customers. Managing tickets is easy because you can glance at all of them, whether they’re open or closed, or high or low priority and decide which ones to tackle first. Sort your tickets by unsolved, unassigned, Twitter, by tag and more.
Set up self-service options by creating a knowledge base and forums so your customers can help themselves when possible, freeing up your time for the more important tasks.
Zendesk also provides a mobile layout and apps for iOS, Android, Blackberry and Window Phone so you can respond to customers on the go.
Zendesk provides integration for some of the most popular web apps and software, such as Salesforce, SugarCRM, Google Analytics, WordPress, Freshbooks and more. The social media integration helps you find people talking about your brand and allows you to respond to them quickly.
While I wasn’t able to cover every feature that is offered in Zendesk (like their Voice option), we’ve gone through the major ones that make this app stand out. Overall, Zendesk is an incredibly powerful and intuitive help desk app that will give you the best opportunity to engage and assist your customers. And best of all, Zendesk is affordable to even the smallest companies.