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Zendesk Joins Industry Leaders to Launch NetworkedHelpDesk.org Initiative

By Rahul Arora
TMCnet Contributor

At Atlassian Summit in San Francisco, Zendesk announced NetworkedHelpDesk.org, an initiative to create seamless communication among multiple partners and suppliers to deliver an unprecedented customer experience. Zendesk, the leading provider of proven, cloud-based help desk software, has been joined by various industry leaders in the initiative that provides a uniform way to connect disparate systems for seamless collaboration through an open API, thus making it easier for companies to perform tasks such as project management, customer relationship management, or customer support.

Also, Atlassian and Zendesk announced the beta version of a JIRA/Zendesk integration developed using the open API, which will help engineering and customer support organizations to seamlessly collaborate on resolving customer issues.

"This gives the engineering team complete visibility into the customer issue, and the engineer, in return, can send a resolution back to the customer support agent through the same ticket," said Adrian McDermott, Zendesk's Vice President of Engineering, in a statement. "Nothing is lost across systems and the customer receives a complete and timely resolution to the problem."

"NetworkedHelpDesk.org will provide a seamless experience between vendors," said Mike Cannon-Brookes, Atlassian CEO and Co-founder. "And the ultimate realization of the initiative will be faster and more accurate help desk resolutions for customers."

Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. Zendesk recently integrated its help desk software with SugarCRM (News - Alert), a leading customer relationship management (CRM) company. Zendesk for SugarCRM allows customer 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. It is provided with several functionalities. The solution gives a complete view of customers and opportunities from sales to marketing to support and gives access to Zendesk's support ticket management functionality directly from SugarCRM.

Rahul Arora is a TMCnet contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.

Edited by Rich Steeves