Zendesk for Customer Service Features

Based on 1386 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Based on 1776 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 1946 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Based on 1738 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality

Based on 2338 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress

Based on 2406 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Allows administrators to customize to accommodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views.

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications.

Enables users to view and transact business with the same content in multiple languages and currencies.

Grant access to select data, features, objects, etc. based on the users, user role, and groups.

Is consistently available (uptime) and allows users to complete tasks reliably.

Is accessible from a mobile device and by users on the go.

Provides analytics tools that reveal important business metrics and track progress.

Creates dashboards to track information like open positions, current headcount, and recruiting pipeline.

Based on 68 Zendesk for Customer Service reviews. Allows business to edit conversations to meet the unique needs of one's business.

Gives users the ability to update systems, like CRM, based on conversations. This feature was mentioned in 66 Zendesk for Customer Service reviews.

As reported in 63 Zendesk for Customer Service reviews. Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.

Provide tools for live chat on one's website. This feature was mentioned in 469 Zendesk for Customer Service reviews.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. This feature was mentioned in 466 Zendesk for Customer Service reviews.

Has the ability to customize look and feel of chatbot to match` company branding. 462 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 462 Zendesk for Customer Service reviews. Gives user the ability to analyze conversations with the chatbot and see its performance.

Can collect and store information from interlocators, such as email, phone number, etc. 453 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 2548 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket

Based on 2563 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response

Based on 2489 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions

Based on 2334 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply

Based on 1919 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)

Based on 2395 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Based on 2382 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives

Based on 1850 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Based on 2057 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Based on 2304 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Based on 1719 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live

Based on 1424 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Based on 1307 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

Predict the number and types of employees necessary to meet anticipated demand to control labor costs.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Let employees track the hours they have worked through integrations with time tracking products or built in time tracking features.

Employees can submit paid time off (PTO) or leave of absence requests that managers can approve or deny within the platform.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Identify high performing employees with potential to be promoted with minimal development.

Tools designed to help analyze employee data and develop baselines for evaluating and optimizing workforce management.

Web portals through which employees can view their schedules, submit PTO requests, configure work availability and preferences, and self-schedule from available work times.

Managers and employees can create or claim available work shifts and receive notifications on their mobile device.

Message other team members or managers through built-in text or emailing functions and communicate scheduling or leave requests.

As reported in 1499 Zendesk for Customer Service reviews. Provides a repository of information that can be used by those seeking support.

As reported in 1436 Zendesk for Customer Service reviews. Makes articles in the knowledge base searchable on the web.

Based on 1024 Zendesk for Customer Service reviews. Enables users to engage with other users to solve common issues.

As reported in 648 Zendesk for Customer Service reviews. Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences 780 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 828 Zendesk for Customer Service reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Based on 841 Zendesk for Customer Service reviews. Automates some or all operation related tasks

As reported in 658 Zendesk for Customer Service reviews. Utilizes artificial intelligence to improve workflows or customer experiences

As reported in 806 Zendesk for Customer Service reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Based on 950 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Based on 964 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients. This feature was mentioned in 720 Zendesk for Customer Service reviews.

Based on 737 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.

Allows agents to join a customer's browser session and navigate through the website with them. 520 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 1776 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 849 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.

Enables employees to denote potential customers. 650 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 898 Zendesk for Customer Service reviews. Establishes a knowledge base for employee reference during conversations.

Based on 824 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.

Based on 847 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 563 Zendesk for Customer Service reviews.

Creates and assigns support tickets, scheduling them in a timely manner. This feature was mentioned in 740 Zendesk for Customer Service reviews.

Allows administrators to create templated responses to frequently asked questions. This feature was mentioned in 688 Zendesk for Customer Service reviews.

Ability to connect agents with customers through Live Chat. This feature was mentioned in 739 Zendesk for Customer Service reviews.

Based on 585 Zendesk for Customer Service reviews. Connects employees with customers through a social media solution.

Ability to connect agents with customers through email. 562 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Connects employees with customers through a calling solution. 484 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Ability to connect agents with customers through text message solution. This feature was mentioned in 420 Zendesk for Customer Service reviews.

Provides opportunity for customers to give feedback through a survey. 538 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 647 Zendesk for Customer Service reviews. Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service. 561 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 665 Zendesk for Customer Service reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Permits use by job roles outside of service department This feature was mentioned in 666 Zendesk for Customer Service reviews.

Based on 662 Zendesk for Customer Service reviews. Allows linking of useful information such as screen shots

Based on 631 Zendesk for Customer Service reviews. Provides direct contact between CSRs and customers outside of milestones

Based on 589 Zendesk for Customer Service reviews. Informs stakeholders of activity on escalated or high-value cases

Based on 562 Zendesk for Customer Service reviews. Evaluates frequency of types of complaints

Includes a dashboard or other means of performance monitoring 643 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows users to leave notes or comments on emails or relevant cases. This feature was mentioned in 324 Zendesk for Customer Service reviews.

As reported in 324 Zendesk for Customer Service reviews. Provides a dedicated space or a thread feature that allows for long-form discussion.

As reported in 311 Zendesk for Customer Service reviews. Offer in-application assignment and task tracking functionality.

Allows users to create and follow predetermined workflows attached to actions. 304 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows users to create canned answers or templates for email responses. 315 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 311 Zendesk for Customer Service reviews. Integrates without outside software to provide additional functionality or pull information.

Provides a tagging system to allow users to sort emails by relevant subject. This feature was mentioned in 344 Zendesk for Customer Service reviews.

As reported in 264 Zendesk for Customer Service reviews. Analyzes trends in email content and resolution.

Based on 305 Zendesk for Customer Service reviews. Tracks performance and productivity of users inside the application.

Tracks email analytics like emails opened, how long the email was opened for, etc. This feature was mentioned in 293 Zendesk for Customer Service reviews.

Based on 63 Zendesk for Customer Service reviews. Provides personalized responses to interlocator based on segmentation or past responses.

As reported in 68 Zendesk for Customer Service reviews. Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.

Can have a natural, human-like conversation with an interlocator. 68 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 467 Zendesk for Customer Service reviews. Customize your chat workflows with rules and automations.

As reported in 464 Zendesk for Customer Service reviews. Control who the chatbot converses with (and when).

Has the ability to connect interlocator with a human agent when the need arises. 448 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Can provide interlocators with menus, through which they can choose a relevant response. 447 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. 355 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Identifies the customer and personalizes interaction at every touchpoint. This feature was mentioned in 857 Zendesk for Customer Service reviews.

Allows multiple related channels to interact at once to reduce transfers. This feature was mentioned in 714 Zendesk for Customer Service reviews.

As reported in 682 Zendesk for Customer Service reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support. This feature was mentioned in 747 Zendesk for Customer Service reviews.

Can route contacts to agents the customer has worked with before. This feature was mentioned in 712 Zendesk for Customer Service reviews.

As reported in 755 Zendesk for Customer Service reviews. Provides features for escalating conversations to the appropriate agent.

Based on 709 Zendesk for Customer Service reviews. Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 786 Zendesk for Customer Service reviews.

Ability to send reminders via SMS messaging to a mobile device 77 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 170 Zendesk for Customer Service reviews. Ability to send proactive notifications via email

Based on 93 Zendesk for Customer Service reviews. Ability to send reminders via voice messaging

As reported in 100 Zendesk for Customer Service reviews. Ability to support a two way messaging/conversation between customer and customer support agent

Based on 107 Zendesk for Customer Service reviews. Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages

Provides the ability to automate notifications based on user behavior 155 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Ability to segment audiences based on device type, location, demographics, customer behavior, etc. This feature was mentioned in 110 Zendesk for Customer Service reviews.

Based on 143 Zendesk for Customer Service reviews. Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software)

Based on 81 Zendesk for Customer Service reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS

Comprehends human speech and can transcribe it to text for processing This feature was mentioned in 76 Zendesk for Customer Service reviews.

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries 83 reviewers of Zendesk for Customer Service have provided feedback on this feature.

The platform is able to automatically determine how to resolve help tickets without assistance by human agents This feature was mentioned in 82 Zendesk for Customer Service reviews.

As reported in 82 Zendesk for Customer Service reviews. The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence

As reported in 83 Zendesk for Customer Service reviews. When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to

As reported in 69 Zendesk for Customer Service reviews. Allows users to automate responses to customer inquiries across various channels.

As reported in 70 Zendesk for Customer Service reviews. Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents. This feature was mentioned in 69 Zendesk for Customer Service reviews.

The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses This feature was mentioned in 82 Zendesk for Customer Service reviews.

Multilingual capabilities allow the AI to process inquiries from many languages This feature was mentioned in 81 Zendesk for Customer Service reviews.

Based on 83 Zendesk for Customer Service reviews. The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Allows users to generate text based on a text prompt. 112 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Condenses long documents or text into a brief summary. 111 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 32 Zendesk for Customer Service reviews. Allows users to generate text based on a text prompt.

As reported in 31 Zendesk for Customer Service reviews. Condenses long documents or text into a brief summary.

As reported in 381 Zendesk for Customer Service reviews. Allows users to generate text based on a text prompt.

Based on 383 Zendesk for Customer Service reviews. Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary. 207 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 76 Zendesk for Customer Service reviews. Allows users to generate text based on a text prompt.

Based on 77 Zendesk for Customer Service reviews. Condenses long documents or text into a brief summary.

Based on 178 Zendesk for Customer Service reviews. Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary. This feature was mentioned in 177 Zendesk for Customer Service reviews.

As reported in 202 Zendesk for Customer Service reviews. Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary. 201 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 67 Zendesk for Customer Service reviews. Allows users to generate text based on a text prompt.

As reported in 66 Zendesk for Customer Service reviews. Condenses long documents or text into a brief summary.

Allows users to automate responses to customer inquiries across various channels. This feature was mentioned in 26 Zendesk for Customer Service reviews.

Allows users to automate responses to customer inquiries across various channels. This feature was mentioned in 26 Zendesk for Customer Service reviews.

Allows users to automate the process of generating and qualifying sales leads. This feature was mentioned in 26 Zendesk for Customer Service reviews.

Allows users to automate the handling, processing, and management of documents. 26 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 26 Zendesk for Customer Service reviews. Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows the AI agent to learn from interactions and adapt its responses accordingly. This feature was mentioned in 25 Zendesk for Customer Service reviews.

Based on 26 Zendesk for Customer Service reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input. This feature was mentioned in 26 Zendesk for Customer Service reviews.

Based on 26 Zendesk for Customer Service reviews. Allows the AI agent to identify and resolve issues without user intervention.

As reported in 69 Zendesk for Customer Service reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly. This feature was mentioned in 68 Zendesk for Customer Service reviews.

As reported in 69 Zendesk for Customer Service reviews. Provides the AI agent the ability to execute tasks without requiring constant user input.

Based on 70 Zendesk for Customer Service reviews. Allows the AI agent to identify and resolve issues without user intervention.

Based on 69 Zendesk for Customer Service reviews. Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries. 70 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 70 Zendesk for Customer Service reviews. Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. This feature was mentioned in 68 Zendesk for Customer Service reviews.

Provides users the ability to interact with the AI agent in multiple languages for global support. 69 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. This feature was mentioned in 69 Zendesk for Customer Service reviews.

Provides users the ability to automate gathering and analyzing customer feedback after interactions. 69 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately. 69 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. 69 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allow Gen AI powered chatbots to provide intelligent responses and tailored product recommendations.

Trigger messages based on specific customer actions such as personalized messages, promotions or cart abandonment.

Use Agentic AI to deliver superior customer engagement through human-like conversations.

Allow users to use voice assistants, such as Alexa, Google Assistant, and Siri to shop using voice commands.

Enable users to engage in communication apps such WhatsApp, Facebook Messenger, Instagram, WeChat etc.

Allow integration with e-commerce stores to import products, manage inventory and get order notifications.

Add conversational commerce functionality across various sales channels and customer touchpoints.

Integrate with payment platform for accepting payments from the chat interface

Integrate with CRM, POS or any marketing marketing tools for sending discounts, offers, recommendations and personalized campaigns.

Provide insights into customer behavior, sales trends, and chatbot performance.

Track KPIs like customer satisfaction, conversion rates, and overall sales driven by conversational channels.

Based on 63 Zendesk for Customer Service reviews. Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes 63 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Works across multiple software systems or databases This feature was mentioned in 64 Zendesk for Customer Service reviews.

As reported in 63 Zendesk for Customer Service reviews. Improves performance based on feedback and experience

Based on 61 Zendesk for Customer Service reviews. Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting 63 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Makes informed choices based on available data and objectives This feature was mentioned in 63 Zendesk for Customer Service reviews.

Based on 242 Zendesk for Customer Service reviews. Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation 242 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 243 Zendesk for Customer Service reviews. Anticipates needs and offers suggestions without prompting

As reported in 22 Zendesk for Customer Service reviews. Capability to perform complex tasks without constant human input

Makes informed choices based on available data and objectives This feature was mentioned in 22 Zendesk for Customer Service reviews.