SaaS help desk solution…

I came across Danish product Zendesk the other day. Zendesk is a SaaS delivered helpdesk solution that simply and effectively provides a helpdesk

  • Fully customisable tickets
  • RSS feeds for tickets and views
  • Tagging of all helpdesk attributes
  • Self-service portal for help desk users
  • Tickets are email integrated
  • Resolved tickets can be automatically converted into solutions and added to the solution database
  • Built in SLA tracking

Zendesk has tiered pricing – from a free plan for single users, through to $349/month for a 25 agent operation. Zendesk just picked up $500k angel funding ad have picked up some big name users already.

Below is the Zendesk introductory video;

 

 

 

 

4 Comments
  • This is great! It’s quite an impressive offering and does well to keep the ITIL framework in mind. Somewhat unfortunate that Problem Management is only partially catered to and that there is no real framework around Change Management, however I really like what I see so far. Think I’ll give it a go for a couple of months.

    How’d you come across it?

  • @phil – coming across things is what I do!

  • SproutIT was doing something like this a long time ago, wonder how they’re going these days. Also, GetSatisfaction has the most fascinating business model in this space and has some very smart money behind it (well, I think it’s smart, others might disagree…) ZenDesk looks pretty good. I wish them all the best. Probably better than our creaky old RT (the old enterprise standard for email based helpdesking which we self host, has some serious usability issues but you get used to it eventually…)

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  • Kevin Samuel |

    Hey Ben,
    I also suggest you try HappyFox, a simple helpdesk software. Its powerful automation features and intuitive user interface make dealing with customer requests a breeze. Customization options lend a nice personal touch to the tool. Options such as Smart Rules and the inbuilt Knowledge Base are other positives of the tool. With affordable monthly pricing-plans, HappyFox offers great value for money. Definitely worth a shot!

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