Help desk software
Help desk software enables teams to deliver exceptional customer and employee support from anywhere. Try an AI-powered solution that’s intuitive, customizable, and dependable.
Resolve support requests faster and more accurately with help desk software
To provide high-quality customer and employee service, you need robust tools. A help desk serves as the backbone of any effective employee service department, centralizing communication channels and automating key tasks to improve customer service efficiency and employee satisfaction.
Don’t compromise on accuracy and effectiveness when it comes to the tools supporting your people. Zendesk help desk software makes it easy to set your agents up for success while enhancing the quality of employee service.
Automate up to 80 percent of interactions with AI agents
Take automation to the next level with Zendesk AI agents.
Zendesk AI agents handle routine customer inquiries autonomously, freeing human agents for complex issues. These intelligent bots understand natural language and provide accurate responses across multiple channels. They can also seamlessly transfer customers to human agents when necessary—but it rarely is, as Zendesk AI agents can automate more than 80 percent of your service interactions.
By automating repetitive interactions like password resets and basic troubleshooting with AI agents, you can dramatically reduce service resolution times and operational costs while maintaining high satisfaction levels.
AI agents continuously learn from interactions to improve accuracy and expand your knowledge base over time. They can even help create new knowledge base articles in seconds from just a few bullet points, helping you maintain a robust library for customer self-service.
Speed up issue resolution with AI copilot
An AI copilot works alongside human agents as a virtual assistant, accelerating resolution times and enhancing service quality. These agent copilots analyze service inquiries in real time, recommend responses, retrieve relevant articles, and suggest potential next steps.
Purpose-built to improve service efficiency, the AI-driven copilot is both an assistant and an autonomous agent, capable of handling tasks like categorizing tickets, summarizing conversations, and drafting responses. It also provides agents with context-aware guidance, including similar past tickets and solution paths.
As a result, your agents can focus on customer empathy and complex problem-solving rather than administrative work.
Empower your agents’ decision-making with Zendesk AI copilot.
Streamline ticketing with workflow automation
Keep things moving with Zendesk routing and intelligence.
Workflow automation eliminates manual lags by intelligently routing, prioritizing, and assigning tickets based on customizable business rules. Triggers automatically update ticket statuses, send notifications, and create follow-up tasks.
Macros enable a one-click application of responses and actions for common scenarios. Time-based automations escalate unresolved issues and send proactive service updates to keep everyone in the loop.
By reducing repetitive tasks and ensuring consistent processes with intelligent automation, help desk ticket management software allows teams to focus on solving support issues rather than managing tickets.
Improve service continuously with quality assurance (QA)
Zendesk quality assurance tools use AI to evaluate agent performance through customizable scoring rubrics and targeted feedback. Quality assurance helps surface key insights and coaching opportunities that keep your team sharp and engaged.
Managers can review 100 percent of interactions, identify potential training moments, and recognize exceptional service. Comprehensive reporting dashboards track quality help desk metrics across teams and individuals, highlighting trends and areas of improvement.
With QA, you can review a targeted sampling of service interactions, ensuring proper coverage across channels and issue types. This helps establish clear quality standards so you can provide your team with actionable and consistent feedback.
Boost conversation quality with Zendesk AI-driven QA software.
Optimize staffing levels with workforce management (WFM)
End team inefficiencies with Zendesk AI-powered WFM software.
Workforce management capabilities with Zendesk ensure the right number of agents are available at the right times. The system analyzes real-time and historical data and delivers AI-powered staffing forecasts based on future contact volumes across channels. This enables the most accurate automatic agent scheduling based on predicted demand.
WFM has advanced features like shift bidding, time-off management, and real-time adherence monitoring. Managers receive alerts about what agents are working on, how they adhere to their schedules, and more. The tool can also flag staffing gaps and adjust schedules to maintain service levels during unexpected volume spikes.
By matching staffing to demand patterns, organizations minimize understaffing and overstaffing, optimizing labor costs while maintaining customer satisfaction.
Join more than 160,000 companies that chose Zendesk
Take a look at a few of the companies that trust Zendesk for our built-in CX expertise.
Redfin
“Zendesk Support meant we had a very clear path, without any bottlenecks, from the bottom to the top of our organization.”
—Mac Jonson, IT help desk manager at Redfin
Orica
“Zendesk offers great customization and very intuitive user management. We could customize the look and feel of our public-facing help center, as well as incorporate and manipulate the workflows to suit our needs.”
—Muhammad Zubair Saeed, global support lead at Orica
Kajabi
“When you're handling thousands upon thousands of tickets, AI gives you a better way to understand and keep a pulse on what is happening with your customers.”
—Jared Loman, VP of customer experience at Kajabi
Maximize help desk efficiency with Zendesk
Your help desk solution needs to be multifaceted. It should elevate customer experiences while empowering agents with contextual insights to make data-driven decisions. And it should do all this while gathering insights from real-time and historical data analysis for the best employee and customer experiences.
Zendesk delivers on all fronts—and then some. It is the only AI-driven help desk solution exclusively built with CX in mind. Zendesk is trained on billions of real CX interactions to provide top-tier, easily scalable, 24/7 support from day one—no extensive, expensive, and complicated implementation is required. Start a free trial today to see it in action.
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