Zendesk Adds Live Chat In Popular Help Desk Software

December 14, 2010

New Chat Capabilities in Zendesk Boosts Multi-Channel Customer Support

SAN FRANCISCO, CA – December 14, 2010 – Zendesk, a web-based help desk software, provider, today announced that support agents can now engage with customers in live chat sessions directly from within the Zendesk interface. The new Zendesk chat makes it easier than ever for agents to handle multiple customer interactions quickly and efficiently.

Zendesk’s strategy is to enable customer conversations to move effortlessly between channels including email, community discussions, social media, and now online chat. Integration with the Zendesk support ticket system allows support agents to access a full history of each customer’s interactions at any time.

“To help our clients build stronger relationships with their customers, we’re adding chat capabilities to our Regular and Plus+ plans at no extra charge,” said Maksim Ovsyannikov, vice president of product management at Zendesk. “We think of it as a holiday gift to our customers. It’s our way of thanking them for their business and wishing them a very happy and successful new year. We also look forward to their feedback so we can deliver the enhancements our customers most desire.”

“Zendesk helps us support our parking kiosk customers in more than 100 U.S. cities, college campuses and privately-owned parking lots,” said Forest Anderson, customer support agent at CALE Parking. “Zendesk chat gives us yet another way to quickly solve customer issues, so we can increase parking equipment uptime, ensure customer compliance with parking programs and improve the bottom line of any parking operation.”

Zendesk chat provides multiple ways for your customers to engage with support:

• Chat from within a Zendesk ticket – Customers can request to chat with a support agent from within any ticket. Available agents can see active chat requests and opt to engage with the customer. When the chat ends, the full session transcript is added to the ticket history.
• Chat from within a Zendesk dropbox – Customers can submit a support request or open a chat session from within the Zendesk dropbox, a tab easily added to any webpage to allow users to search a knowledge base or submit a ticket. When the chat ends, Zendesk creates a new ticket with the complete session transcript.

New Zendesk users can get up and running in minutes and start taking advantage of ticketing workflow that enables them to interact with customers across multiple channels including chat. In addition, Zendesk supports integrations with chat providers including Live Chat, SnapEngage and Velaro.

Zendesk chat is now available free of charge to subscribers of both the Zendesk Regular and Zendesk Plus+ plans.

About Zendesk

Zendesk is a leading provider of web-based help desk software that is reinventing how companies engage with their customers. The company serves more than 5,000 businesses large and small, including Groupon, MSNBC, Twitter and Rackspace Cloud. Zendesk products are easy to customize, integrate, and use so companies can quickly start offering better customer support. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.

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