Zendesk

Ticketing system | Customer service software | Helpdesk | Support platform | CRM integration
Zendesk is a cloud-based customer service and support platform that helps companies to manage requests efficiently and ensure seamless communication with their customers across different channels. The system acts as a central ticketing tool that bundles and clearly displays support requests from emails, chats, phone calls, social media or contact forms. This allows support teams to keep track of all open issues and respond more quickly and in a more targeted manner.
A central element of Zendesk is the so-called “ticket system”, which assigns a unique identification number to each customer contact. This structure not only facilitates tracking, but also enables the automation of many work processes – for example through predefined macros, automations or SLAs (Service Level Agreements). In addition, workflows can be customized to meet the specific requirements of different industries.
Thanks to a wide range of integrations – for example with CRM systems such as Salesforce, e-commerce platforms such as Shopify or communication solutions such as Slack – Zendesk can be seamlessly integrated into existing system landscapes. The Zendesk Suite includes additional modules such as “Zendesk Guide” (knowledge database), “Zendesk Chat” (live chat), “Zendesk Talk” (call center functionalities) and “Zendesk Explore” (analytics and reporting).
The most important advantages of Zendesk include its scalability, user-friendliness and extensive reporting and analysis functions. This enables companies to improve their support quality, increase customer loyalty and reduce internal costs at the same time. Zendesk has established itself as a reliable solution, particularly in service-oriented industries such as e-commerce, SaaS, healthcare and logistics.
Related technologies such as Freshdesk, ServiceNow or HubSpot Service Hub offer similar functionalities, but differ in terms of their specialization, user interface and pricing structure. Topics such as omnichannel support, automation through AI and self-service portals are also closely linked to the use of Zendesk.
The experts at BITS have used Zendesk and related technologies in a large number of projects. A selection of case studies and references can be found below.