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Zendesk is a customer service platform that helps businesses manage and improve their interactions with customers. It provides tools for handling customer support tickets, live chat, email, social media messages, and more—all in one place.
Overall, Zendesk helps improve customer service efficiency, streamline communication, and enhance customer satisfaction.
Usage of Zendesk:
Ticket Management: Zendesk allows businesses to track and manage customer support requests (tickets) efficiently. Support teams can assign, prioritize, and resolve tickets from a central dashboard.
Live Chat & Messaging: Businesses can offer live chat and messaging support on their websites, enabling real-time communication with customers.
Help Center & Knowledge Base: Zendesk lets businesses create self-service resources like FAQs, tutorials, and articles so customers can solve problems on their own.
Reporting & Analytics: The platform provides detailed insights into customer service performance, helping businesses track response times, customer satisfaction, and agent productivity.
Multi-channel Support: Zendesk integrates with multiple communication channels, including email, phone, social media, and more, ensuring businesses can support customers wherever they are.
Zendesk Features
Zendesk Features
Zendesk Support is Zendesk's support ticketing system, designed to help you track, prioritize, and solve customer support interactions. More than just a help desk, Zendesk Support helps you nurture your customer relationships with personalized, responsive support across any channel.
Zendesk Talk is an all-in-one cloud-based platform to manage customer communication. The platform enables you to make and receive customer calls through the web or the phone, while seamlessly integrating with your online customer experience.
The Zendesk Chat app lets agents who offer customer assistance through both Zendesk Support and Chat to serve chats in a chat window without leaving the Support UI.
Our Service Level Agreement (SLA)
Our Service Level Agreement (SLA)
Next SLA Breach tracker in Zendesk! Now that ticket queues are much more manageable, we will want to perform against these more consistently.
Reminder:SLAs stand for Service Level Agreements. A Service Level Agreement is a commitment between us (the service provider) and the customer (person receiving service) that defines the level of service expected or guaranteed.
Examples of SLAs:
The Next SLA Breach column tracks these timed SLAs to help avoid breach of service:
Reminder:SLAs stand for Service Level Agreements. A Service Level Agreement is a commitment between us (the service provider) and the customer (person receiving service) that defines the level of service expected or guaranteed.
Examples of SLAs:
- First-response within 24 hours, or...
- Full resolution within 5 business days, or...
- Follow-up response by next business day (if ticket is not yet resolved)
The Next SLA Breach column tracks these timed SLAs to help avoid breach of service:
- Green indicates we are still within SLA (This is good!)
- Red indicates we have breached one or more SLAs (This is not good!)
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