November 6, 2009

Zendesk – Customizable Customer Support


Promptly responding to customer inquiries, complaints, and service queries is an ongoing issue for businesses of all sizes. Unfortunately, keeping clients satisfied and coming back for more has never been more important than it is right now. Rather than hiring a team of full-time help desk staffers to handle these issues and keep your company on track, why not let Zendesk do the heavy lifting? For a monthly fee, Zendesk will serve as your company’s own personal help desk concierge—collecting your customer queries in once centralized location, while helping you and your staffers respond to clients as quickly as possible and stay organized at the same time.

What makes Zendesk special is that it operates entirely within your browser, integrates seamlessly into your current online system, and is easy to use for both your employees and your customers. Within minutes of signing up, get started customizing Zendesk to reflect the look and feel of your business by adding your own logos and color scheme. From there, you can program Zendesk to handle any number of your everyday tasks. Not only does the application keep a log of customer support issues and questions tickets, but you can also use it to set up forums where customers can interact and discuss recent product announcements.

As time goes on, resolved tickets—or queries from users—will be added to your help desk database, to provide customers with a collection of answers to commonly asked questions. For more advanced users, Zendesk offers features like built in SLA tracking, embeddable widgets, and even an iPhone application to answer customer service inquires on the go. For small to medium size companies looking for a better way to handle customer support, Zendesk delivers a big service for a relatively low monthly fee.

Practical Uses:

  • Keep customers happy by responding to their inquiries in minutes
  • Post the answers to frequently asked questions in a community forum
  • Avoid redundancy when answering customer complaints
  • Give clients a forum to leave their feedback and communicate with each other

Insider Tips:

  • Use ticket templates to answer common questions quickly
  • Integrate Zendesk drop boxes anywhere on your site to allow users an easier way to submit questions
  • Set up RSS feeds and allow users to see when new tickets have been added to the forums
  • Use Zendesk’s iPhone app to respond to clients when you’re not in the office

What we liked:

  • Customizable interface makes it easy to insert your own logos and branding
  • Easy to integrate into nearly any online system
  • Free trial allows you to test it out before making a commitment
  • Zendesk handles the IT and security maintenance issues, so you don’t have to

What we didn’t like:

  • Additional charges for more than five “agents,” even on premium-level accounts


Company Info:

  • Launched: October 2007
  • Privately Held
  • Headquarters: Copenhagen, Denmark
  • Founded by: Mikkel Svane, Alexander Aghassipour, and Morten Primdahl
  • Web site:


  • Free 30-day trial
  • Plans range from $9 to $99 per month

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