Help desk software that creates better customer experiences for your business

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What does help desk software do?

A helpdesk is technology that executes a few core tasks, and ideally far more, acting as a partner as you scale. Traditionally, a help desk defines its goals and processes based on government and corporate best practices such as ITIL (Information Technology Infrastructure Library). The goal within ITIL when dealing with customer issues or incidents specifically is to "restore normal service operation as quickly as possible and minimize the adverse effect on business operations,” Mikkel Svane, CEO of Zendesk, once said. Not all help desk solutions are created equal and not all help desk solutions do the same things. That said, here are the basics:

  • Handle customer questions and issues in a systematic way: from intake, managing, and organizing, to response and resolution, and ultimately, reporting
  • Allow for multi-channel support. This means that you choose the channels that are right for your customers—phone, live chat, texting, email
  • Self-service capabilities. What does your ideal knowledge base look like? The right service desk lets you take your team’s institutional knowledge and put it to work for your company, internally, and all your customers in a self-service portal
  • Tracking and analytics. How quickly were support requests first answered and ultimately resolved? How happy was the customer?
  • Integrations. Apps, widgets, and add-ons can be lifesavers in the present and integral to future growth

How Zendesk help desk software solves support problems

Customer satisfaction is critical to most every successful business, and there are two main kinds of customers: the external kind, the people you created your business to serve, and also the internal kind, your employees. Helpdesk software that’s seamless and omnichannel is now the standard. But what does it mean, long term, to satisfy your customer’s needs? Do positive interactions have the same long-term impact as negative ones? According to The 2018 Zendesk Customer Service Survey Report, for 97% of respondents, bad customer service changes buying behavior, and for 87%, good customer service—by phone, live chat, email, et cetera—changed buying behavior.

Who uses help desk software?

A great help desk is at the heart of great customer support. Help desk software enables support agents to track, prioritize, and solve customer support tickets. But Zendesk is more than just help desk software; it's a cloud-based software and engagement platform for customer service that offers omnichannel support. That means that customer interactions across phone, chat, email, social media, and any other channel you can imagine come together, all in one place.

Zendesk helps streamline customer support with time-saving tools like triggers and automations. It's support desk software that is intuitive and easy to use because it's built with both customers and service desk agents in mind. Great customer support starts with the right tools, and with Zendesk, you've got everything you need to build the best customer experience possible.

    Software de central de atendimento para todos os tipos de equipes e empresas

Customize your Help Desk Make your ticketing software yours

Software de central de atendimento Melhor juntos

Trabalhe em equipe

Zendesk’s web-based help desk solution allows support teams to collaborate with each other and share information using private comments on any issue that may arise. It also displays real-time updates about who is viewing a ticket at any given moment.

Ajude os clientes a se ajudarem

Combine seu software de central de atendimento a uma Central de Ajuda personalizável, uma base de conhecimento, uma comunidade online e um portal do cliente para que seus clientes ganhem o melhor do autoatendimento e seus agentes ganhem produtividade para resolver problemas mais rapidamente.

Ganhe informações

Com as ferramentas de análise e relatórios da Zendesk, você pode obter informações sobre o que é mais importante, como o desempenho de sua equipe e a satisfação dos seus clientes.

Visualização do software de central de atendimento do Zendesk Support em dispositivo móvel

Não apenas acompanhe — fique à frente

Obtenha as informações corretas dos clientes

Dynamic request forms and ticket fields give support ticket agents extra context, so they’re better prepared for the conversation and can offer more personalized customer support.

Nunca perca um prazo

SLAs are built-in so help desk agents can set their own parameters, and use up-to-the minute measurements to keep an eye on the status of specific tickets.

Leve sua central de suporte com você

Our native mobile apps enable help desk agents to respond to customer service requests—even when they’re away from their desks.

logotipo do Gartner
“A interface de usuário do Zendesk é intuitiva. A configuração do sistema é simples e seu design responsivo permite a implantação em sites, aplicativos para dispositivos móveis e CECs”.

Saiba como uma experiência do usuário excelente e outros atributos do nosso software de central de suporte ajudaram a Zendesk a chegar à seção dos líderes do Quadrante Mágico do Gartner.

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A família Zendesk

O Zendesk Support oferece tudo o que você precisa para gerenciar suas interações com clientes em um só lugar. Mas isso não é tudo. Dê uma olhada no que mais você consegue fazer com a família de produtos Zendesk.