Zendesk unveils revamped online help-desk software - taylorthenautist

Zendesk on Wed unveiled an extensively reworked version of its online help-desk software, in a bid to stuff by contender from the likes of Salesforce.com's Desk.com and Freshdesk.

The "new Zendesk" includes a Facebook-like interface that helps divine service agents work quicker to dissolve calls and client complaints.

"Speed was a primary theme," said JD Peterson, vice president of cartesian product marketing. "We wanted to do everything we could to make the software not fork out the way."

Zendesk has Thomas More than 20,000 customers, ranging from small companies to large enterprises, he aforesaid. The latter group includes companies much as Sears and Xerox, which are using Zendesk on a division basis. But newer companies, including Groupon, are using Zendesk Eastern Samoa their plan of action assistant-desk platform, he same.

Several of Zendesk's customers have "floors full of support people" answering customer queries, he said. "If we could save them smooth a couple seconds connected each ticket, over time and millions of tickets, information technology can add risen."

Zendesk for iPad

Zendesk is nowadays a "single-paginate" lotion, with an activity stream on the sidebar giving agents a sentiment of updates to candid tickets. Their primary view shows tickets requiring their attention, and places the all but earthshaking ones higher up. Once a fine is resolute, the following near important one is automatically pushed to the federal agent.

If an agent is on the job on multiple tickets at once, they can be organized in tabs like a browser would hold a series of pages, instead than spawning a potentially confusing lay out of new windows, Peterson said.

Zendesk has also catered to the wishes of superpowe users: The new interface is accessible via keyboard shortcuts, with no deman to touch a mouse, if desired. "For our superpowe users, this saves a lot of time and effort," Peterson said.

Other novel features include a other theoretical account, Zendesk Apps, that allows Zendesk users to integrate third-party applications. Zendesk has likewise improved the lotion's content search function and now offers localisatio in "more than 11 languages," according to a affirmation.

The new port comes at zero additional charge to subscribers.

It's also optional, and Zendesk plans to continue bearing the to begin with version "for the foreseeable future, and probably for a very long time," Peterson said. This testament allow customers to ease into the transition, perhaps by having a handful of agents shape with the new version first, he added. Zendesk is besides planning to handle free weekly training sessions and has "very rich documentation" for the update.

"We're not going to rush people," Peterson said.

Also Wednesday, Zendesk same IT had raised U.S.A$60 meg in new venture financing, Eastern Samoa it reportedly prepares to file for an Initial public offering.

Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris' electronic mail address is Chris_Kanaracus@idg.com

Source: https://www.pcworld.com/article/461265/zendesk_unveils_revamped_online_helpdesk_software.html

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