Zendesk for Customer Service - AC Features

Based on 1387 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 1777 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 1947 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 1739 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 2339 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 2407 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.

Allows business to edit conversations to meet the unique needs of one's business. This feature was mentioned in 68 Zendesk for Customer Service reviews.

Based on 66 Zendesk for Customer Service reviews. Gives users the ability to update systems, like CRM, based on conversations.

Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. 63 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Provide tools for live chat on one's website. This feature was mentioned in 471 Zendesk for Customer Service reviews.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. 468 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 463 Zendesk for Customer Service reviews. Has the ability to customize look and feel of chatbot to match` company branding.

Gives user the ability to analyze conversations with the chatbot and see its performance. This feature was mentioned in 464 Zendesk for Customer Service reviews.

Based on 454 Zendesk for Customer Service reviews. Can collect and store information from interlocators, such as email, phone number, etc.

Based on 2552 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket

Based on 2567 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response

Based on 2492 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 2337 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply

Based on 1921 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 2398 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 2386 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 1853 Zendesk for Customer Service reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Based on 2060 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 2310 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 1724 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 1428 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 1313 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.

Provides a repository of information that can be used by those seeking support. 1499 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 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.

Optimizes the customer self-service experience on mobile devices This feature was mentioned in 648 Zendesk for Customer Service reviews.

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.

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 828 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Automates some or all operation related tasks This feature was mentioned in 841 Zendesk for Customer Service reviews.

Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 658 Zendesk for Customer Service reviews.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 806 reviewers of Zendesk for Customer Service have provided feedback on this feature.

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.

As reported in 720 Zendesk for Customer Service reviews. Sends automated emails to further engage clients and potential clients.

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.

Based on 520 Zendesk for Customer Service reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Based on 1777 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.

As reported in 650 Zendesk for Customer Service reviews. Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations. This feature was mentioned in 898 Zendesk for Customer Service reviews.

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

As reported in 564 Zendesk for Customer Service reviews. Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner. 741 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows administrators to create templated responses to frequently asked questions. 689 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Ability to connect agents with customers through Live Chat. 740 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Connects employees with customers through a social media solution. This feature was mentioned in 586 Zendesk for Customer Service reviews.

As reported in 563 Zendesk for Customer Service reviews. Ability to connect agents with customers through email.

Based on 485 Zendesk for Customer Service reviews. Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution. 421 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 539 Zendesk for Customer Service reviews. Provides opportunity for customers to give feedback through a survey.

Based on 648 Zendesk for Customer Service reviews. Enables administrators to create customized reports reflecting customer satisfaction.

Based on 562 Zendesk for Customer Service reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Based on 666 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 667 Zendesk for Customer Service reviews.

Allows linking of useful information such as screen shots This feature was mentioned in 663 Zendesk for Customer Service reviews.

Provides direct contact between CSRs and customers outside of milestones This feature was mentioned in 632 Zendesk for Customer Service reviews.

Based on 590 Zendesk for Customer Service reviews. Informs stakeholders of activity on escalated or high-value cases

As reported in 563 Zendesk for Customer Service reviews. Evaluates frequency of types of complaints

Includes a dashboard or other means of performance monitoring This feature was mentioned in 644 Zendesk for Customer Service reviews.

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

Provides a dedicated space or a thread feature that allows for long-form discussion. 324 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Offer in-application assignment and task tracking functionality. 311 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 304 Zendesk for Customer Service reviews. Allows users to create and follow predetermined workflows attached to actions.

As reported in 315 Zendesk for Customer Service reviews. Allows users to create canned answers or templates for email responses.

Integrates without outside software to provide additional functionality or pull information. 311 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Provides a tagging system to allow users to sort emails by relevant subject. 344 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Analyzes trends in email content and resolution. This feature was mentioned in 264 Zendesk for Customer Service reviews.

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

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

Provides personalized responses to interlocator based on segmentation or past responses. This feature was mentioned in 63 Zendesk for Customer Service reviews.

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.

Based on 68 Zendesk for Customer Service reviews. Can have a natural, human-like conversation with an interlocator.

Customize your chat workflows with rules and automations. This feature was mentioned in 468 Zendesk for Customer Service reviews.

Control who the chatbot converses with (and when). This feature was mentioned in 465 Zendesk for Customer Service reviews.

Has the ability to connect interlocator with a human agent when the need arises. 449 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 448 Zendesk for Customer Service reviews. Can provide interlocators with menus, through which they can choose a relevant response.

As reported in 356 Zendesk for Customer Service reviews. Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion.

As reported in 859 Zendesk for Customer Service reviews. Identifies the customer and personalizes interaction at every touchpoint.

Based on 716 Zendesk for Customer Service reviews. Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 684 Zendesk for Customer Service reviews.

Based on 749 Zendesk for Customer Service reviews. Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before. 714 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 757 Zendesk for Customer Service reviews. Provides features for escalating conversations to the appropriate agent.

Based on 711 Zendesk for Customer Service reviews. Maintains a transcript of conversations from all channels.

Based on 788 Zendesk for Customer Service reviews. Enables customers to resolve queries or issues without the assistance of an agent.

Based on 78 Zendesk for Customer Service reviews. Ability to send reminders via SMS messaging to a mobile device

As reported in 171 Zendesk for Customer Service reviews. Ability to send proactive notifications via email

Based on 94 Zendesk for Customer Service reviews. Ability to send reminders via voice messaging

Ability to support a two way messaging/conversation between customer and customer support agent 101 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages This feature was mentioned in 108 Zendesk for Customer Service reviews.

Provides the ability to automate notifications based on user behavior 156 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 111 Zendesk for Customer Service reviews. Ability to segment audiences based on device type, location, demographics, customer behavior, etc.

Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) 144 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Is able to process inquiries submitted by text data from live chat, email, or SMS This feature was mentioned in 82 Zendesk for Customer Service reviews.

Based on 77 Zendesk for Customer Service reviews. Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries 84 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 83 reviewers of Zendesk for Customer Service have provided feedback on this feature.

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence This feature was mentioned in 83 Zendesk for Customer Service reviews.

Based on 84 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

Based on 70 Zendesk for Customer Service reviews. Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. This feature was mentioned in 71 Zendesk for Customer Service reviews.

Allows users to automate the handling, processing, and management of documents. 70 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 83 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

Based on 82 Zendesk for Customer Service reviews. Multilingual capabilities allow the AI to process inquiries from many languages

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 This feature was mentioned in 84 Zendesk for Customer Service reviews.

Allows users to generate text based on a text prompt. 113 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Condenses long documents or text into a brief summary. This feature was mentioned in 112 Zendesk for Customer Service reviews.

Allows users to generate text based on a text prompt. 32 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Condenses long documents or text into a brief summary. 31 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows users to generate text based on a text prompt. This feature was mentioned in 384 Zendesk for Customer Service reviews.

Condenses long documents or text into a brief summary. This feature was mentioned in 385 Zendesk for Customer Service reviews.

Based on 207 Zendesk for Customer Service reviews. Condenses long documents or text into a brief summary.

Based on 77 Zendesk for Customer Service reviews. Allows users to generate text based on a text prompt.

Based on 78 Zendesk for Customer Service reviews. Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt. This feature was mentioned in 179 Zendesk for Customer Service reviews.

Condenses long documents or text into a brief summary. 178 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows users to generate text based on a text prompt. This feature was mentioned in 204 Zendesk for Customer Service reviews.

Based on 203 Zendesk for Customer Service reviews. Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt. This feature was mentioned in 67 Zendesk for Customer Service reviews.

Condenses long documents or text into a brief summary. 66 reviewers of Zendesk for Customer Service have provided feedback on this feature.

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.

Based on 26 Zendesk for Customer Service reviews. Allows users to automate the process of generating and qualifying sales leads.

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

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

Allows the AI agent to learn from interactions and adapt its responses accordingly. 25 reviewers of Zendesk for Customer Service have provided feedback on this feature.

As reported in 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. 26 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows the AI agent to identify and resolve issues without user intervention. 26 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows the AI agent to learn from interactions and adapt its responses accordingly. This feature was mentioned in 70 Zendesk for Customer Service reviews.

Based on 69 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 70 Zendesk for Customer Service reviews.

As reported in 71 Zendesk for Customer Service reviews. Allows the AI agent to identify and resolve issues without user intervention.

As reported in 70 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. 71 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly. This feature was mentioned in 71 Zendesk for Customer Service reviews.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. This feature was mentioned in 69 Zendesk for Customer Service reviews.

As reported in 70 Zendesk for Customer Service reviews. Provides users the ability to interact with the AI agent in multiple languages for global support.

As reported in 70 Zendesk for Customer Service reviews. Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Based on 70 Zendesk for Customer Service reviews. Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately. 70 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. 70 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.

Capability to perform complex tasks without constant human input 63 reviewers of Zendesk for Customer Service have provided feedback on this feature.

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.

Improves performance based on feedback and experience This feature was mentioned in 63 Zendesk for Customer Service reviews.

As reported in 61 Zendesk for Customer Service reviews. Engages in human-like conversation for task delegation

As reported in 63 Zendesk for Customer Service reviews. Anticipates needs and offers suggestions without prompting

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

Based on 245 Zendesk for Customer Service reviews. Capability to perform complex tasks without constant human input

As reported in 245 Zendesk for Customer Service reviews. Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting 246 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Capability to perform complex tasks without constant human input 22 reviewers of Zendesk for Customer Service have provided feedback on this feature.

Based on 22 Zendesk for Customer Service reviews. Makes informed choices based on available data and objectives