At its core, Zendesk is a customer support platform that lets you connect with customers on any channel.
A question we ran across in our research was “What is Zendesk used for?”.
Overall, Zendesk has lots of other tools for customer service and support, intergrates with 350+ pieces of other software, and can be extended with hundreds of apps. Zendesk helps companies manage communication between customers.
I found the answer was but there’s a big difference between using Zendesk, and being a Zendesk professional. There are a ton of useful features that fly under the radar or are underutilized by most users. These features have the potential to speed up your workflow and even improve your ticket resolution.
Some think that Many people think Zendesk is a help desk software, but that’s not everything about it. For those who don’t know Zendesk (Zendesk. com), it provides a software-as-a-service, or Saa. S, customer service platform. It offers a lot of tools, including helpdesk, email marketing, live chat, and customer engagement.
That means if a merchant doesn’t already have a Zendesk setup, he/she can’t use the app for his/her store. This is one of the main reasons why ecommerce merchants are looking for Zendesk alternatives. Disabling the chat widget causes the app to stop working.
Another frequently asked inquiry is “What is skills-based routing in Zendesk?”.
In skills- based routing, it’s almost always the subject matter of the ticket that dictates where it ends up, but it doesn’t have to be. Zendesk allows you to automatically route tickets based on other factors, including the organization name. This can be an incredibly useful tool for keeping your biggest or most important clients happy.
How does Zendesk handle tickets that take hours to resolve?
This ticket might enter a long queue on a busy day, and take hours (or worse) to get resolved. Instead, you can set up Zendesk so that any ticket coming from a member of that enterprise gets automatically sent to a senior agent on your team for immediate resolution.
How do I prepare for an interview at Zendesk?
Prepare for the interview by learning about the customer success questions you should ask every candidate. Tools and frameworks to structure your support team, based on what leaders have learned during their tenure at Zendesk.
Was Zendesk born on a literal desk?
It’s also true that Zendesk was born on a literal desk. Well, actually it was a door. And really, it was more of a kitchen table. A lot of beer was spilled on it. Innocence was lost here, direction and purpose found., and zendesk isn’t.