Issue Tracking Software

Zendesk Support is a ticketing system that acts as a shared inbox for every customer inquiry. No matter what channel customers use to contact your business—email, chat, phone, social, and more—your support agents always have an omnichannel view of the customer making ticket management much easier.

Both service representatives and customers get a real-time view of how a support ticket is advanced and resolved using Zendesk’s issue tracking software. Users see when activity occurs and the name of the agent that’s resolving it. Service representatives see when the ticket is being accessed and by who, along with the ticket’s service history. Updates in the issue tracker appear as they’re actually happening, so customers and agents can immediately see the development towards a ticket’s resolution.

Analytics and in-depth reporting provides your business insight into your customer service operations. With Zendesk Explore you can see where there are opportunities for improvement with built-in reports that help you view and analyze data about your customers, and your support resources. You can even create custom reports that are tailored to your unique needs.

For example, monitor how well your meeting SLA targets by reviewing how many tickets have breached SLA targets within the past week. Or check average requester wait time for tickets outside of your business hours, to see if you need staffing during the weekends. You can share these dashboards with select groups or users to keep everyone aligned to provide the best experiences for your customers.