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Zendesk Extends Cloud-Based Help Desk to Enterprise Customers

By Rajani Baburajan
TMCnet Contributor

Zendesk, a provider of cloud-based help desk software, announced Zendesk Enterprise Plan, its customer support solution specifically designed for large, international, or multi-brand organizations.

With Zendesk Enterprise Plan, companies get the flexibility to tailor their help desks according to their own needs while maintaining the highest levels of security, the company said. Parent companies with multiple brands can work efficiently by centralizing their support teams while maintaining multiple uniquely-branded customer facing support portals.

The service also provides unlimited internal usage, allowing every employee in the organization to collaborate internally on support conversations through light agents without having to pay for additional seats. This capability is specifically designed to meet the demands of its large customers who want to gain company-wide insight into customer engagements.

The cloud-based Help Desk enables organizations to customize permission levels for a group of agents by allowing or restricting access to specific features within Zendesk, such as access to private comments or channels, or ability to change ticket fields.

Companies can now analyze the performance of their business rules and support workflows. The network restrictions feature allows administrators to restrict access to Zendesk by defining a range of IP addresses.

Another major enhancement includes Email Archiving. Through e-mail archiving, customer support interactions can be automatically archived, making e-discovery and adherence to compliance regulations easier in case of audits or legal requests.

“Help desk needs vary from company to company. We're always listening to customer feedback to fine tune our offerings to provide the best choice for all organizations, regardless of size,” said Zack Urlocker, COO of Zendesk, in a statement.

“Zendesk has become the de facto standard for small and medium businesses,” Urlocker added. “Our largest customers started asking for enterprise-grade features that provide sophisticated customization capabilities and added layers of security. We responded with Zendesk Enterprise.”

The new Enterprise pack also provides Priority Support, which says Zendesk commits to respond to customer submissions in less than an hour, in addition to giving access to agents by phone 24/7.

Zendesk Enterprise Plan is now available for $99 per agent per month on an annual subscription basis.

Recently, Zendesk announced a partnership with SugarCRM (News - Alert), a provider of customer relationship management (CRM) software, to integrate its help desk software with SugarCRM’s solution. 

Zendesk for SugarCRM allows customers support agents to seamlessly access SugarCRM customer data from their Zendesk help desk software and vice versa. The integrated solution creates a unified view for sales, marketing and customer support data.

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