A company in Copenhagen, Denmark, called Zendesk has a new concept for Help Desk Software. In a refreshingly ingenious way, resolved tickets transform automatically into knowledge base solutions. Customers can go to the website to inquire about known problems or solutions. The product was also featured in Forbes magazine.
Here is a brief list of features: (See their website for more details.) 
- Tickets are RSS enabled
- Complete e-mail Integration that allows you to send notification emails to the customer regarding status, and allows customers to send emails to the ticketing system
- Add tickets automatically to your Knowledge Base to serve as solutions (I love this feature!!)
- Tags automatically create suggested solutions that allow drill down searches
- Ticket Lists show you exactly what you need to know in a glance
- End User Service Portal: Create your own help desk blog to keep customers informed about outages, changes, and to answer Frequently Asked Questions. Customers can monitor your SLA compliance. Solutions are also fully searchable.
- Zendesk API allows developers to hook into Zendesk and connect it to third-party applications. Whether you're writing a plugin for an application or planning on hooking some internal application into Zendesk, the API can do it for you.
- Supports ITIL Incident Management
- Allows you to setup SLA Service Targets and run reports
I have heard nothing but rave reviews from Zendesk IT users and end users, and if you are looking for help desk software, this is a must see. A 30-day free trial is available, and they have five plans to choose from.
Have you tried this software? Post a comment, and tell us about it.
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Tracked on: November 7, 2007 10:26 PM | Permalink to Trackback