Zendesk is basically a customer servicing platform.
It works by putting tickets at the centre of the work.
- Customer emails you
- Customer receives an instant reply with a ticket number
- And the workflow has commenced.
There are several ways this method of customer servicing is beneficial.
- Customer has a reference number straight away
- Customer can keep updating the ticket
- Zendesk can deflect answers back to the Customer
- Agents can respond in timely manners using SLA