Conversational tools
Bring together different systems to create natural conversations, so customers can message your business the way they’d message a friend. Create personalised, interactive messaging with Sunshine Conversations’ tools and APIs.
Explore Sunshine Conversations
Unify messages across channels
Grow your business one conversation thread at a time. With a unified channel API, you can send rich messages that work across web, mobile and social.
Orchestrate from one thread
Create a chat experience that switches easily across systems using conversation orchestration. Integrate your existing systems, bots or third-party software.
Extend functionality
Conversation extensions allow you to create customised interactive experiences inside the chat window of any messaging channel. Customers can pick concert seats, or view their shopping basket from right inside the chat.
Apps and frameworks
You don’t need to know code to start working with Sunshine. But if you do, good news. You can meet the needs of your business — and the people in it — by making Zendesk work better for them.
Customise without coding
Adapt the agent user interface or tailor your Zendesk in just a few clicks using no code configuration tools in the Admin Centre.
Take action with apps
Give your agents customised context and the ability to take action by building apps with the Zendesk apps framework.
Embed native support
Make support access easy for customers. Integrate support natively into your mobile app, on your website, or in your game with Zendesk SDKs.
Automation and intelligence
No matter where you are in your support journey, there’s plenty of options to make things easier on your team, speed up resolutions for customers and improve your agent productivity.
Put a bot on it
Enable intelligent self-service with bots. Easily deploy bots across every channel — use Zendesk Answer Bot, or connect your own.
Set up a smart workflow
Sunshine’s workflow tools let you create smarter support flows and provide instant resolutions with intelligent automations.
Low code customisation
Streamline development and add intelligence to each customer’s journey with features like customised fields and macros.
Hey, developers
Check out our documentation for the nitty-gritty details.
Integrations
Unify your data and automate work across systems with prebuilt and customised integrations. Connect your favourite apps in minutes, not months, and get a complete customer view that agents can take action on.
Plug in pre-built apps
Get up and running quickly with a library of 1,200+ pre-built apps and integrations that connect to the most common systems.
Extend with APIs
Use a comprehensive set of APIs for near-limitless possibilities to extend and customise your Zendesk.
Create integrations
Deliver seamless CX by quickly building customised integrations between Zendesk and other systems using Conversational Data Orchestration.
Data
Put what you know to work. Adjust the Zendesk data model so that it’s accessible, usable and just right for your business. You can capture activity, like when an order is placed, and customer attributes, like their shoe size. All of it adds up to a single view of the customer.
Get a single view of the customer
Give your agents a single view of everything you know about a customer. Using APIs, unify information across systems like order history, loyalty status and web activity.
Shape data to your business
Tailor Zendesk to your organisation’s unique structure and processes with customised objects. If you’re an IT team, you can track laptops. If you’re in retail, store product catalogues or customer order history.
Put the data to work
Create reports and draw insights from your data. With that information, you can build new workflows, streamline processes and personalise your customer journey.
Security and privacy
Sunshine comes with built-in security and privacy flexibility to help you on your path to trust and compliance. Get even more control over data privacy and protection with our Advanced Data Privacy and Protection add-on.
Scale with security
Prepare for compliance regulations with access control, data protection and best practice and industry standards.
Keep private data private
Accommodate privacy requirements and lower your risk with powerful data minimisation and bulk data management tools.
Ensure security with logging and monitoring
Keep a complete data record and monitor activity to fulfill your compliance strategy, improve security and aid in recovery processes.
Infrastructure
Sunshine delivers the performance and reliability of the public cloud — meaning you can scale as your needs change with an architecture that exceeds industry standards.
