Especificaciones técnicas

Especificaciones técnicas de Zendesk

DESCRIPTION BUILT FOR STARTS AT GETTING STARTED
CUSTOMER SUPPORT
Communication Channels
Email Your Zendesk has its own email domain and supports any number of email addresses. All emails sent to your Zendesk become tickets. You can set your reply (“from”) address for outgoing email. Also, you can customize the HTML and text email templates.
  • Customers
  • Agents
  • Admins
Starter Get started with email
Twitter Convert tweets, DMs, and faves into Zendesk tickets. Your Zendesk can monitor one or more Twitter accounts and convert tweets to tickets as needed. All tweet activity between agents and Twitter users is added as ticket comments.
  • Customers
  • Agents
  • Admins
Starter Set up Twitter
Facebook Convert Facebook wall posts and private messages into Zendesk tickets. On the Starter Plan, you can link one Facebook Page to your Zendesk. On Regular, Plus, and Enterprise Plans, you can add up to two Facebook Pages.
  • Customers
  • Agents
  • Admins
Starter Set up Facebook
Help Center Build a Help Center to offer self-service options to customers and agents. Built into Zendesk and available in 40+ languages, Help Center is knowledge base, community, and customer portal, all-in-one. Customers can find answers to their own questions; agents can use it as an internal knowledge base.
  • Customers
  • Agents
  • Admins
Starter Create a Help Center
Mobile Help Center Enable a mobile-friendly version of Help Center. By default, it is not enabled. Also, the mobile version can be customized to reflect your brand’s look-and-feel.
  • Customers
  • Agents
  • Admins
Starter Enable mobile Help Center
Feedback Tab Feedback Tab is a small, portable version of Help Center that can be embedded on any website or into your own Zendesk. Within a Feedback Tab, your customers can search your Help Center, submit a support request, or initiate a live chat with your agents.
  • Customers
  • Agents
  • Admins
Starter Set up Feedback Tab
Voice (native phone support) Make or receive customer calls in Zendesk. Agents can set their availability and all phone conversations are recorded and tracked in tickets. Voicemail recordings and transcriptions can also be automatically captured. Recordings have a maximum length of 2 minutes.
  • Customers
  • Agents
  • Admins
Starter Use Zendesk Voice
Voice (multiple greetings) Set up a customized greeting when routing customers to voicemail. Use the greeting to tell customers an agent will answer shortly and incorporate hold music. Record a custom greeting using a telephone or upload an existing audio file. Multiple greetings can be set up for each Zendesk Voice number.
  • Customers
  • Agents
  • Admins
Regular Set up greetings
Voice (group routing) Set up call routing for a specified Zendesk Voice number to a specific agent group(s) in Zendesk. The call will only route to agents in the assigned group. If more than one group is selected, the call will route to agents in the primary group first.
  • Customers
  • Agents
  • Admins
Regular Route calls
Chat Customers can initiate a live chat session to get real-time support from an existing ticket or from a Feedback Tab. All chat conversations are automatically transcribed onto a ticket when the chat window is closed.
  • Customers
  • Agents
  • Admins
Regular Provide chat support
CUSTOMER SUPPORT
Ticket Management
Views Views are a collection of tickets based on ticket status, assignee, group, or any other ticket conditions. Use views to help manage ticket workflow and organize tickets. Your Zendesk comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Starter Use views
Macros Macros allow agents to quickly respond to common requests with a standard reply. In addition, macros can generate an action, like changing the status of the ticket. Your Zendesk comes with pre-configured macros we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Starter Add macros
Rich text formatting Add rich text to your tickets responses by using simple text markup to, for example, add headings, bullet lists, and other useful text formatting
  • Customers
  • Agents
  • Admins
Starter Enable markdown
Custom ticket fields Custom ticket fields help gather all the information needed around a support request. These fields can be made visible to agents and/or your customers and can appear on tickets in Zendesk, on the support request form and in the Feedback Tab.
  • Customers
  • Agents
  • Admins
Starter Customize ticket fields
View original email For any ticket, view the original email sent by the customer—including source code and HTML. Access to the original email expires 30 days after the email is received in your Zendesk.
  • Customers
  • Agents
  • Admins
Starter View original emails
Attachments Agents and customers can attach files to tickets. You can even drag and drop files into your Zendesk ticket response. There’s a 1MB limit for accounts on the Starter Plan, 7MB for Regular Plan, 20MB for Plus and Enterprise Plans.
  • Customers
  • Agents
  • Admins
Starter Add attachments
On-hold ticket status When a ticket requires input and resolution from a third party, set the ticket status as on-hold, so you can differentiate response times of your team versus the third party.
  • Customers
  • Agents
  • Admins
Regular Enable on-hold status
Dynamic Content Dynamic content is essentially multi-language placeholders that dynamically insert ticket content based on the customer’s preferred language. Agents can use dynamic content to easily provide localized support interactions. Dynamic content is supported in automations, macros, triggers, and other system-generated messages.
  • Customers
  • Agents
  • Admins
Plus Use Dynamic Content
Ticket forms With ticket forms, you can create multiple support request forms that show a unique set of ticket fields. Ticket forms help ask the right questions and gather all the important information needed up-front. It can be made visible to agents and/or your customers.
  • Customers
  • Agents
  • Admins
Enterprise Create ticket forms
CUSTOMER SUPPORT
Agent Productivity Tools
Agent interface in 14 languages Zendesk can be set in your agent’s preferred language with a localized interface in German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean.
  • Customers
  • Agents
  • Admins
Starter Change your default language
Tickets requiring your attention This is a view on the agent dashboard that showcases the most relevant tickets when the agent first logs into Zendesk. The view consists of tickets that are new and open and assigned to you, unassigned tickets in your groups, and tickets not currently assigned to a group.
  • Customers
  • Agents
  • Admins
Starter Log into your Zendesk to check it out
Play button Use the Play button to open the first ticket in a ticket view that is not currently being viewed by another agent. The Play button eliminates cherry-picking of tickets and speeds up agent productivity.
  • Customers
  • Agents
  • Admins
Starter Log into your Zendesk to check it out
Multi-tab interface Zendesk is a multi-tab interface. Each tab can open a ticket, a customer profile, or knowledge base search results. Agents can open multiple tabs in one view and be able to multi-task by performing several actions.
  • Customers
  • Agents
  • Admins
Starter Log into your Zendesk to check it out
Instant search Click the search icon in the navigation bar to perform an instant search across tickets, users, organizations, or Help Center in a new tab.
  • Customers
  • Agents
  • Admins
Starter Search in Zendesk
Keyboard shortcuts Zendesk comes pre-built with various keyboard shortcuts. Speed up productivity with the use of keyboard shortcuts to perform ticket actions and navigate through Zendesk.
  • Customers
  • Agents
  • Admins
Starter Use keyboard shortcuts
Single page app Zendesk is a single page app built on Ember.js to allow for a more interactive, real-time experience for you and your support team.
  • Customers
  • Agents
  • Admins
Starter Why we chose Ember.js
Screencasting Record and attach screencasts—a short recording of the user’s screen—to new and existing tickets to visually demonstrate a task or an issue. Screencasting can be enabled on tickets and Feedback Tab.
  • Customers
  • Agents
  • Admins
Plus Enable screencasting
Agent collision detection Agent collision detection prevents multiple agents working on a ticket at the same time. Zendesk gives agents a warning when opening or updating a ticket that another agent is simultaneously viewing a ticket.
  • Customers
  • Agents
  • Admins
Plus Avoid collisions
Agent alias Agents can use an alias that will be publicly displayed on all communications with your customer. This allows agents to create a persona and keep their real name private.
  • Customers
  • Agents
  • Admins
Plus Add an agent alias
Light agents Light agent is an unique role in Zendesk where the agent is only permitted to view tickets and add private comments. Because you can have unlimited number of free light agents on the Enterprise Plan, you can expand visibility and engagement throughout your entire company at no additional charge.
  • Customers
  • Agents
  • Admins
Enterprise Expand Zendesk usage
CUSTOMER SUPPORT
Support Workflows
Service level targets Monitor your team’s performance by setting specific service level targets for response times and time to full resolution. Tickets that threaten service level targets are highlighted in separate views.
  • Customers
  • Agents
  • Admins
Starter Add service level targets
Ticket sharing between Zendesks Tickets from your Zendesk can be shared with other Zendesk accounts, and vice versa. Establish sharing agreements with any of your company’s partners and vendors who also use Zendesk, so you and your partners/vendors can collaborate on tickets.
  • Customers
  • Agents
  • Admins
Starter Share tickets
Business rules: Triggers Triggers are time-saving tools that initiate a workflow based on specific changes or actions on a ticket. Your Zendesk comes with pre-configured triggers that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Regular Set up triggers
Business rules: Automations Automations are time-saving tools that initiate a workflow based on time-based conditions. Your Zendesk comes with pre-configured automations that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Regular Set up automations
Personal views Create personal ticket views for your own use. Your Zendesk comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Regular Customize views
Personal macros Create personal macros for your own use when responding to customers’ tickets. Your Zendesk comes with pre-configured macros that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Regular Personalize macros
Group views Create a shared view available to agents within a specific group(s). Your Zendesk comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Plus Manage views
Group macros Create a shared macro available to agents within a specific group(s). Your Zendesk comes with pre-configured macros that we recommend as best practices. You can add more, modify, or turn them off.
  • Customers
  • Agents
  • Admins
Plus Share macros
Business hours Set business hours in Zendesk and apply to ticket workflows, triggers, automations, and SLA targets. For example, if you don’t provide 24/7 support to your customers, you can acknowledge your availability and give customers a sense of when they can expect a response to their requests.
  • Customers
  • Agents
  • Admins
Plus Set business hours
Business rules filtering by usage Filter and sort business rules to gain an understanding of how your automations, macros, triggers, and views are used. Business rules can be sorted by date created, date updated, group, and category.
  • Customers
  • Agents
  • Admins
Plus Filter business rules
Business rules analysis Analyze the usage and effectiveness of your business rules, like triggers, automations, macros, and views. Business rules analysis allows you to identify areas for optimization.
  • Customers
  • Agents
  • Admins
Enterprise Analyze business rules
Automated ticket sharing Tickets from your Zendesk can be shared with other Zendesk accounts automatically, and vice versa. Establish automated sharing agreements with any of your company’s partners and vendors who also use Zendesk, so you and your partners/vendors can collaborate on tickets.
  • Customers
  • Agents
  • Admins
Enterprise Automate ticket sharing
CUSTOMER SELF-SERVICE
Knowledge Base
Knowledge base In Help Center, create a resource of helpful articles that answer customers’ most popular questions. Sections within the knowledge base can be restricted to certain groups of customers by specifying an organization or tag.
  • Customers
  • Agents
  • Admins
Starter Build a knowledge base
Help Center category and section Help Center is organized in the following tree structure: Home > Categories > Sections > Articles. Each article must be a child of a section, and each section must be child of a category. You cannot have orphan articles or sections.
  • Customers
  • Agents
  • Admins
Starter Organize Help Center
Promoted articles Highlight articles that you want to be more prominent in Help Center. Promoting an article moves it to the first position of an article list. It also highlights the article in the list with a star to draw attention to it.
  • Customers
  • Agents
  • Admins
Starter Promote articles
Internal knowledge base In addition to restricting certain sections in Help Center to specific groups of customers, create an internal knowledge base for your agents for them to reference information, documentation, and processes.
  • Customers
  • Agents
  • Admins
Plus Restrict your knowledge base
CUSTOMER SELF-SERVICE
Community
Community Built into Help Center is a community where customers can engage with one another. Logged-in users can start a community discussion to gather feedback and ideas.
  • Customers
  • Agents
  • Admins
Regular Manage your community
Community post Contribute a community post to ask a question or suggest an idea. Ideas can include tips, feature requests, or any other useful information you want to share. Community posts also support Markdown. Your customers can also choose to follow a post.
  • Customers
  • Agents
  • Admins
Regular Post to the community
Community topic Community posts are organized under various topics. Set community topics around feature requests, product tips, or other popular discussions. Your customers can choose to follow a topic.
  • Customers
  • Agents
  • Admins
Regular Organize your community
Community voting The community in Help Center gives your customers the opportunity to vote questions and answers—contributions from other customers—up and down.
  • Customers
  • Agents
  • Admins
Regular Participate in the community
Community official answers For any community question, provide a company-approved answer. The answer will be denoted as the official answer and moved to the top of the answer list. Only admins or approved users will be able to provide an official answer.
  • Customers
  • Agents
  • Admins
Regular Provide official answers
Trending questions Help Center intelligently surfaces questions that are most popular in the community directly in your customers’ view. What’s considered trending is based on top searches, views, and activity.
  • Customers
  • Agents
  • Admins
Regular Log into your Help Center to check it out
CUSTOMER SELF-SERVICE
Customer Portal
My activities Your customers can log into a dedicated customer portal to access their ticket history and activity, submit and track tickets, and view a list of subscribed community topics and questions.
  • Customers
  • Agents
  • Admins
Starter Manage support requests
Follow a question, article, or topic Any logged-in user can follow community topics, questions, or knowledge base articles. They will receive alerts on any update made to that topic, question, or article, so they can stay up-to-date on conversations of interest.
  • Customers
  • Agents
  • Admins
Regular Manage subscriptions
CUSTOMER SELF-SERVICE
Content Management Tools
Rich text formatting Format your articles. Bold, italicize, underline, or apply other styles to the text. Insert video, images, or tables to add visual elements.
  • Customers
  • Agents
  • Admins
Starter Format articles
Drag and drop content arrangement Move articles from section to section on the individual article pages, or re-arrange articles, sections, and categories with a simple drag and drop on the Arrange Content page.
  • Customers
  • Agents
  • Admins
Starter Arrange content
Integrated search Search the knowledge base and community at once. One search surfaces both knowledge base articles and community questions.
  • Customers
  • Agents
  • Admins
Starter Log into your Zendesk to check it out
Draft articles Add draft articles in Help Center. The articles are saved but not published. Publish a draft article or unpublish a live article with a tick of a checkbox on the article page.
  • Customers
  • Agents
  • Admins
Starter Draft articles
Multilingual content management Enable multiple languages in your Help Center and surface only articles in the customer’s preferred language. Add localized content and manage all your multilingual content in one place.
  • Customers
  • Agents
  • Admins
Plus Localize Help Center
Dynamic Content Dynamic Content is essentially multi-language placeholders that dynamically insert ticket content based on the customer’s preferred language. Dynamic Content is supported in Help Center.
  • Customers
  • Agents
  • Admins
Plus Use Dynamic Content
CUSTOMER SELF-SERVICE
Branding and Customizations
Localized interface Help Center’s admin interface can be set in your preferred language with a localized interface in German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean.
  • Customers
  • Agents
  • Admins
Starter Change default language
Support for 40+ languages Specify the languages you want to support in your Help Center, and set a different name for the Help Center for each of your supported languages. On Starter and Regular plans, Help Center supports one language. On Plus and Enterprise plans, you can select multiple languages to support. Zendesk supports the following languages: English, English (Canada), English (GB), French, French (Canada), Spanish, Japanese, Portuguese (Brazil), German, Latin American Spanish, Italian, Dutch, Russian, Trad. Chinese, Simpl. Chinese, Korean, Danish, Norwegian, Turkish, Swedish, Arabic, Hebrew, Polish, Bosnian, Bulgarian, Catalan, Croatian, Czech, Estonian, Finnish, Georgian, Greek, Hungarian, Icelandic, Indonesian, Latvian, Lithuanian, Filipino, Portuguese (Portugal), Romanian, Serbian, Slovakian, Slovenian, Thai, Ukrainian, Vietnamese, Persian.
  • Customers
  • Agents
  • Admins
Starter Add languages
Customization panel Built into Help Center is a customization panel where you can change your Help Center theme, colors, fonts, logo, and name.
  • Customers
  • Agents
  • Admins
Starter Customize Help Center
Real-time preview See the customizations you make in real-time without affecting what your customers are seeing in your live Help Center. You can preview by role—anonymous, logged in customer, agent, or manager.
  • Customers
  • Agents
  • Admins
Starter Preview Help Center
Themes Select a theme to quickly change the layout of your Help Center. Themes are design layouts built on self-service best practices. You can select from several pre-defined themes and further customize the theme.
  • Customers
  • Agents
  • Admins
Starter Change themes
Branding for mobile Help Center After enabling the mobile version of Help Center, customize the logo, favicon, and colors to match your company’s brand.
  • Customers
  • Agents
  • Admins
Starter Brand mobile Help Center
Built-in HTML editor Help Center comes with a built-in code editor so you can customize Help Center with HTML, CSS, or JavaScript. Select a template to access the page code.
  • Customers
  • Agents
  • Admins
Regular Edit Help Center code
Templates Work with the page code used to build the Help Center. The code is contained in editable templates that define the layout of each page type. Help Center templates include home page, category page, or article page, as well as the global header and footer.
  • Customers
  • Agents
  • Admins
Regular Edit templates
Components Components are a set of code that enables a functionality to occur. Insert components into the page code on any template to perform advanced customizations to Help Center—no code experience needed.
  • Customers
  • Agents
  • Admins
Starter Use components
Host mapping Host mapping, also known as domain mapping, enables you to use your own subdomain, such as help.mycompany.com. This allows you to route users from a company page to your Zendesk automatically. To display your own domain such as help.mycompany.com on your Zendesk site, you will need SSL (Plus plan and up).
  • Customers
  • Agents
  • Admins
Regular Set up host mapping
Multi-brand Manage support for multiple brands by linking separate branded Zendesk accounts to a central Zendesk (known as the hub). Support requests are received by the branded Zendesk accounts (known as spokes) and are automatically shared to the hub, where the support agents are managing tickets.
  • Customers
  • Agents
  • Admins
Enterprise Manage multiple brands
CUSTOMER ENGAGEMENT
Customer Context
Customer profiles View information about your customers, from basic contact info, language preferences, to any customer data captured in custom user fields.
  • Customers
  • Agents
  • Admins
Starter Log into your Zendesk to check it out
User Data app The Zendesk User Data app gives you a view of customer information—user and organization details like tags, ticket activity, and contact info—right next to a ticket.
  • Customers
  • Agents
  • Admins
Starter Install the app
Custom user fields Custom user fields capture information about individual customers. In addition, custom user fields can be used in triggers and automations, so dedicated workflows can be set based on customer data.
  • Customers
  • Agents
  • Admins
Starter Add custom user fields
Custom organization fields Custom organization fields capture information about a group of customers. In addition, custom organization fields can be used in triggers and automations, so dedicated workflows can be set based on customer data.
  • Customers
  • Agents
  • Admins
Starter Add custom org fields
Zendesk for Salesforce CRM Bring together data, like customer information and support activity, between Salesforce and Zendesk. View Zendesk tickets in Salesforce, bring Salesforce account and contact info into Zendesk, and enable real-time data sync. Available to any Salesforce organization on Group, Professional, Enterprise, Unlimited, or Developer editions.
  • Customers
  • Agents
  • Admins
Starter Integrate with Salesforce
Customer lists Customer lists are a group of customers filtered by the custom user/org fields and tags you set. Export a list to a CSV or send an email or survey with MailChimp or SurveyMonkey to a targeted customer list.
  • Customers
  • Agents
  • Admins
Regular Create customer lists
MailChimp Campaign app From Zendesk, send an email with MailChimp to a targeted Zendesk customer list. View past email campaigns delivered to a customer in the MailChimp App next to a ticket.
  • Customers
  • Agents
  • Admins
Regular Send targeted emails
SurveyMonkey Create app From Zendesk, send a survey with SurveyMonkey to a targeted Zendesk customer list. The integration comes pre-configured with three Zendesk-sponsored survey templates.
  • Customers
  • Agents
  • Admins
Regular Survey your customers
CUSTOMER ENGAGEMENT
Reporting and Analytics
Zendesk Benchmark Compare yourself against your peers on key benchmark metrics like customer satisfaction, first response time, and ticket volume. For the latest report, visit www.zendesk.com/benchmark.
  • Customers
  • Agents
  • Admins
Starter Benchmark your support
Export ticket view to CSV Ticket views can serve as a way to report on the types of support requests you’re receiving. Export a ticket view to a CSV file, containing an entry for each ticket and all its associated ticket information in the view. Because of the processing involved in generating a CSV file, we limit export requests to one view every ten minutes.
  • Customers
  • Agents
  • Admins
Starter Export ticket views
Customer satisfaction ratings Your customers can rate how satisfied they are with the support they received. By default, your customers will receive an email 24 hours after the ticket has been set to solved that asks one question with two possible answers—Good I’m satisfied or Bad I’m unsatisfied.
  • Customers
  • Agents
  • Admins
Regular Rate your support
Reporting dashboard Measure your performance by having visibility into ticket volume, agent performance, and other key support metrics. The data in the reporting dashboard is updated on an hourly basis. It does not contain data about deleted tickets.
  • Customers
  • Agents
  • Admins
Regular Measure your support
Advanced analytics Zendesk’s advanced analytics offer more customizable and in-depth reporting. Ticket data is exported daily to sync advanced analytics with the current state of your Zendesk—set the sync time that you want. Zendesk’s advanced analytics is powered by GoodData. You can use GoodData to slice and dice your data, drill down on details, and use
  • Customers
  • Agents
  • Admins
Plus Step up your reporting
Advanced analytics embedded in Zendesk Zendesk brings in the projects and reports you create in GoodData right into your Zendesk interface, so you can access and stay-up-to-date on support trends.
  • Customers
  • Agents
  • Admins
Plus Set up advanced analytics
Report on custom fields Export your custom fields to GoodData for more comprehensive reporting—up to 60 fields on the Plus plan and up to 200 fields on the Enterprise plan.
  • Customers
  • Agents
  • Admins
Plus Report on your data
Hourly report updates Zendesk data is pushed into GoodData hourly on the Enterprise Plan. Customers on the Enterprise Plan receive automatic hourly updates, so there’s no need to set a daily sync time. Each sync begins one hour after the current sync ends.
  • Customers
  • Agents
  • Admins
Enterprise Sync your data
SECURITY AND ACCESS
SSO with JWT Single sign-on (SSO) allows you to authenticate users in your systems. Once authenticated, users can access Zendesk without needing to enter separate login credentials. Zendesk only grants access to the users that have been authenticated by you. Zendesk SSO relies on a technology called JSON Web Token (JWT) for securing the exchange
  • Customers
  • Agents
  • Admins
Starter Set up SSO
SSO with Twitter, Facebook, and Google Zendesk offers various SSO options. Provide single sign-on integration with your existing identity via Twitter, Facebook, or Google accounts.
  • Customers
  • Agents
  • Admins
Starter Use SSO options
Configurable password policy Zendesk provides the following levels of password security: low, medium, and high. Set one password security level for end-users, and a different one for admins and agents. Only admins can change the password security level. On the Enterprise Plan, you can specify your own custom password security level.
  • Customers
  • Agents
  • Admins
Starter Secure your Zendesk
EU Safe Harbor Compliance Zendesk has entered into a number of voluntary data privacy programs, including the TRUSTe® Privacy Certification Programs, and the United States – European Union and the US-Swiss Safe Harbor programs. Certified with the U.S. Department of Commerce for its compliance with EU-US and Swiss-US Safe Harbor principles.
  • Customers
  • Agents
  • Admins
Starter Learn more
Agent device management Zendesk tracks the devices used to sign in to your account. Check the list on a regular basis for any suspicious devices. Admins will receive an email notification when a new device is added.
  • Customers
  • Agents
  • Admins
Starter Track devices
SSL encryption SSL (Secure Socket Layer) is an encryption protocol that ensures secure communications with your Zendesk web portal. SSL is enabled by default. The secure connection is indicated in the customer’s browser by https (for HTTP Secure) in the URL and by a padlock icon in the address bar.
  • Customers
  • Agents
  • Admins
Starter Secure your communication
SSL certificate hosting If you change the subdomain of your Zendesk from zendesk.com to your own subdomain, Zendesk’s SSL certificate no longer applies. Hosted SSL is an alternative solution. The general setup workflow consists of obtaining a SSL certificate from a certificate authority and then sending it to us to install on our servers.
  • Customers
  • Agents
  • Admins
Plus Use hosted SSL
Digitally signed emails (DKIM/DMARC) Supporting the DKIM and DMARC standards, digitally sign outbound emails from Zendesk to prove that an email actually came from somebody in your organization and not somebody pretending to be from your organization. Digitally signing outbound email is supported only if you have set up an external email domain for your Zendesk
  • Customers
  • Agents
  • Admins
Plus Digitally sign your emails
SSO with SAML support Zendesk supports Secure Assertion Markup Language (SAML), which allows you to provide single sign-on (SSO) for your Zendesk using enterprise identity providers such as Active Directory and LDAP.
  • Customers
  • Agents
  • Admins
Plus Use SAML for SSO
Sandbox test environment Perform tests on your Zendesk in a trial environment, separate from your production instance. Use the sandbox to test, learn, and make mistakes before making your changes public.
  • Customers
  • Agents
  • Admins
Plus Test in Sandbox
Network access restriction Only allow access to your Zendesk account from specified IP ranges. Choose to apply restriction to all users or only to the agent portal.
  • Customers
  • Agents
  • Admins
Plus Restrict access
Custom roles and permissions Specify granular permissions for agents, and control what they have access to in Zendesk. This allows you to define agent roles that suit your own organizational structure and workflow.
  • Customers
  • Agents
  • Admins
Enterprise Customize agent roles
Audit logs View a detailed list of critical changes that have been made to your Zendesk—changes to account, user, app changes, business rules, tickets, and settings.
  • Customers
  • Agents
  • Admins
Enterprise View audit logs
Email compliance archive Send all Zendesk email notifications privately to an address of your choice, keeping a complete archive of communication.
  • Customers
  • Agents
  • Admins
Enterprise Archive emails
EU data centre option Request your Zendesk data—ticket data, user data, attachments, screencasts, advanced analytics, Zendesk Voice, and other integrations—to be hosted and processed in Zendesk’s own Dublin data centre.
  • Customers
  • Agents
  • Admins
Enterprise Learn more
API AND INTEGRATIONS
REST, Email, JavaScript API Use the Zendesk API to automate and enhance their customer support with Zendesk. Documentation for the Zendesk v2 API is available at developer.zendesk.com.
  • Customers
  • Agents
  • Admins
Starter Use the API
Zendesk apps Zendesk plugs into 100+ third party apps and integrations with tools for time tracking, CRM, bug tracking, e-commerce, and many others.
  • Customers
  • Agents
  • Admins
Starter See all apps

Haga clic aquí si desea probar Zendesk durante 30 días sin costo

Haga clic aquí, si desea ser contactado por un consultor de Zendesk que le ayude a dimensionar su necesidad o bien llame al (55) 6394-4488 ext 3008 en la Ciudad de México.