Zendesk
by Zendesk
by Zendesk
Profile Information Last updated on: 4 September 2024
Profile Information Last updated on: 4 September 2024
We help make selecting a software for your business effortless, economical and efficient.
by Zendesk
by Zendesk
Profile Information Last updated on: 4 September 2024
Profile Information Last updated on: 4 September 2024
The implementation process for Zendesk software typically involves several key stages, each focusing on different aspects such as integration with other systems, setup and configuration, training and onboarding, and customization. The duration of the implementation can vary significantly depending on the complexity of the business needs and the specific Zendesk solutions being implemented.
Integration with Other Systems: Integrating Zendesk with other systems is a crucial step that enhances the functionality and efficiency of customer service operations. Zendesk offers native integrations with popular business tools like Slack, Salesforce, and Shopify, which can be easily accessed through the Zendesk Marketplace. For more complex or specific needs, businesses can use Zendesk's APIs to develop custom integrations. Companies like Leafworks specialize in creating custom integrations that automate tasks such as updating tickets with CRM software and reducing redundant data entry.
Setup and Configuration: Setting up and configuring Zendesk involves several steps to ensure that the software aligns with the company's operational requirements. This includes configuring general settings, creating agent accounts, and setting up communication channels. Zendesk also offers a setup guide and onboarding checklists to help businesses configure the software according to best practices.
Training and Onboarding: Training and onboarding are essential to ensure that all users are proficient in using Zendesk. Zendesk provides onboarding courses that cover topics such as understanding the Zendesk plan, determining communication channels, and planning workflows. These courses are designed to help businesses maximize productivity and ensure that their customer service teams are fully prepared to use the software effectively.
Customization: Customization allows businesses to tailor Zendesk to their specific needs. This can include customizing the user interface, creating automated workflows, and developing custom apps. Zendesk's flexibility in customization is one of its strengths, enabling businesses to adapt the software to their unique processes and requirements.
Duration of Implementation: The duration of the Zendesk implementation process can vary. For straightforward setups, it might take a few weeks, while more complex implementations involving multiple integrations and extensive customizations could take several months. The exact timeline depends on the scope of the project and the specific needs of the business.
Yes, Zendesk software can be extensively customized to fit specific business needs. Here are several data points and features that highlight its customization capabilities:
1. Custom Apps and Integrations: Zendesk allows the creation of custom apps and integrations. Businesses can either use public apps available on the Zendesk Marketplace or develop private apps specific to their needs. These apps can extend the functionality of Zendesk by integrating with other tools or adding new features.
2. Custom Objects and APIs: Zendesk provides APIs for creating custom objects that can store unique business data. These custom objects can be integrated into Zendesk workflows, allowing businesses to manage data that doesn't fit into standard Zendesk objects like tickets, users, and organizations. This feature is available on higher-tier plans and can be managed through the Zendesk Admin Center.
3. Customization of Agent Workspace: The Agent Workspace in Zendesk can be customized to increase operational efficiency. Businesses can use features like layout builders to tailor the interface according to the specific needs of different agent roles, optimizing workflows and improving productivity.
4. Custom CRM Software: Zendesk Sell, a CRM solution offered by Zendesk, provides customization options that allow businesses to modify the CRM interface, forms, reports, and pipelines to better fit their sales processes and customer management strategies.
5. Custom Data Integration: Zendesk's platform, Sunshine, enables businesses to create personalized customer experiences by integrating and managing custom data. This allows for a seamless flow of information across different business systems, providing a comprehensive view of customer interactions.
6. No-Code Customization: Zendesk has introduced no-code tools that enable businesses to bring custom data into the platform and create differentiated customer experiences without the need for extensive technical skills. This includes the ability to use custom objects in integrated triggers to create tailored workflows.
7. Legacy Custom Objects API: For businesses with specific needs, Zendesk offers a Legacy Custom Objects API that allows for the creation, management, and integration of custom-defined objects. This API is part of the broader capabilities provided to customize data handling and integration within Zendesk.
Zendesk initial setup may not incur additional charges beyond the subscription costs. However, there are several additional costs and add-ons that businesses should consider when budgeting for Zendesk:
1. Advanced AI Add-On: This costs $50 per agent per month and offers AI-powered tools to optimize service workflows, empower agents to solve issues faster, and scale the knowledge base.
2. Zendesk Workforce Management Add-On: Priced at $25 per agent per month, this add-on is ideal for scheduling solutions to meet AI-forecasted needs and provides comprehensive historical and real-time reporting into team performance and capacity.
3. Zendesk Quality Assurance Add-On (formerly Klaus): Starting at $25 per agent per month, this tool automatically analyzes conversations across agents, channels, and languages to detect issues, knowledge gaps, and coaching opportunities.
4. Advanced Data Privacy and Protection Add-On: This add-on costs $50 per agent per month and supports compliance and security policy obligations with an extra layer of protection and privacy.
5. Maintenance and Support Charges: While specific maintenance costs are not detailed, Zendesk plans include varying levels of support. For example, the Support Enterprise plan mentions eligibility for 24/7 support in English only, with 8x5 customer's local business hours for designated languages. This implies that support is included in the subscription cost, but the level of support may vary based on the plan chosen.
6. Optional Projects and Services: The Total Economic Impact™ Of Zendesk study mentions additional costs for incremental projects that improve the agent experience or expand core functionalities, with a risk-adjusted total present value (PV) cost of $130,560 over three years. These costs are for optional capabilities and enhancements beyond the standard subscription.
It's important for businesses to consider these additional costs when planning their Zendesk implementation. The need for these add-ons and services will depend on the specific requirements of the business, such as the desired level of AI integration, workforce management capabilities, quality assurance needs, and compliance requirements.
Zendesk offers a comprehensive range of training and support options for new users, encompassing various formats and topics to cater to different learning preferences and needs. Here are the specific aspects of training and support available:
Onboarding and Initial Setup
1. Startups Guide: Zendesk Support - This pre-recorded video course is designed specifically for brand new users, providing a step-by-step guide to setting up Zendesk Support. It covers adding and managing users, interacting with ticket fields and forms, reviewing ticket properties, using macros, and understanding team and agent permissions.
Self-Paced Online Courses
2. Role-Based On-Demand Training - Zendesk offers free, self-paced courses for admins, agents, and developers. These courses cover foundational knowledge and skills necessary to effectively use Zendesk, including how to engage with customers through multiple channels and optimize the use of Zendesk integrations and customizations.
3. On-Demand: Adding and Managing End Users - This course is targeted at admins and focuses on how to add and manage end users within Zendesk, providing a deep dive into relevant features and best practices.
Live Training and Interactive Sessions
4. Private Training Sessions - Zendesk provides remote private training sessions delivered via Zoom by a live trainer. These sessions are tailored to the specific needs of the company and encourage active participation, making them suitable for teams with moderate to complex use cases.
5. Zendesk Training Days - These are live, classroom-style events held around the world, offering a full day of in-depth product training. The sessions are interactive, featuring demos, hands-on exercises, and Q&A opportunities with trainers.
Support Resources
6. Zendesk Help Center and Community - Users can search for answers in the Help Center or ask questions in the Zendesk Community. This platform allows users to interact with other Zendesk users and experts, sharing knowledge and solutions.
7. Contacting Zendesk Customer Support - Support can be accessed directly from within Zendesk products. Users can initiate contact through a chatbot, which provides links to relevant help or training materials, or connect directly with a support agent for more personalized assistance.
Certification and Advanced Learning
8. Zendesk Certification Program - For users looking to validate their expertise, Zendesk offers certification exams covering various aspects of the platform, such as Zendesk Support Administrator and Zendesk App Developer. Preparation paths and practice workshops are available to help users succeed in these exams.
Additional Learning Resources
9. Udemy Course for Customer Service Agents - This external course on Udemy, taught by a certified Zendesk admin, covers the basics of customer support in Zendesk, including ticket management and agent efficiency tools. It also offers quizzes to test knowledge and a certificate upon completion.
These training and support options ensure that new users can effectively learn and utilize Zendesk, regardless of their role or prior experience with the platform.
Zendesk employs a comprehensive set of security measures to protect customer data, ensuring the confidentiality, integrity, and availability of data across its platform. These measures span various aspects of security, including data encryption, access control, network security, physical security, and compliance with industry standards. Here's a detailed overview of the security measures in place:
Data Encryption
- Encryption In Transit: Zendesk secures communications between customer and Zendesk servers using HTTPS and Transport Layer Security (TLS) over public networks. This ensures that data accessed via Zendesk subdomains is encrypted during transmission.
- Encryption At Rest: Zendesk provides encryption at rest for primary and secondary data stores and storage of attachments, protecting stored customer data from unauthorized access.
Access Control and Authentication
- Access Control: Zendesk implements strict access controls and privilege management, restricting administrative access to production systems to approved personnel only. Access rights are based on job function and role, adhering to the principles of least privilege and need-to-know.
- Two-Factor Authentication (2FA) and Single Sign-On (SSO): Zendesk supports 2FA and SSO options for managing access and sharing policies, enhancing the security of user authentication.
Network and Application Security
- Network Security: Zendesk maintains a globally-distributed security team available 24/7 to respond to security alerts. The platform employs network vulnerability scanning, intrusion detection and prevention systems, and participates in Threat Intelligence Programs.
- Application Security: Zendesk follows a Secure Development Lifecycle, including training developers, performing design and code reviews, and conducting detailed penetration tests with third-party security experts.
Physical Security
- Data Center Security: Zendesk operates in data centers certified as ISO 27001, PCI/DSS Service Provider Level 1, and SOC II compliant. These data centers employ security measures such as 24x7x365 security personnel, access control, and advanced fire suppression systems.
Compliance and Certifications
- Zendesk complies with industry-accepted general security and privacy frameworks, helping subscribers meet their own compliance standards. The platform is designed to meet PCI and HIPAA/HITECH Attestation standards and supports GDPR compliance.
Incident Response and Management
- Incident Response: Zendesk has an incident management process for security events that may affect the confidentiality, integrity, or availability of systems or data. This includes a response protocol to notify subscribers within 48 hours of a Service Data Breach.
Vendor and Third-Party Security
- Vendor Security Review Program: Zendesk assesses and manages potential risks involved in using third-party service providers through a vendor security review program. This ensures that third-party services comply with technical and organizational security measures.
These security measures demonstrate Zendesk's commitment to protecting customer data through a multi-layered security approach, leveraging encryption, access control, network and application security, physical security measures, compliance with industry standards, and proactive incident response.
Zendesk releases updates and new features on a regular basis to enhance its platform's functionality and security. The management and deployment of these updates involve several practices and tools designed to ensure smooth transitions and minimal disruption to users. Here's a detailed look at how updates are released and managed:
Update Frequency and Types
Zendesk does not specify a fixed schedule for all updates, but it continuously works on improving its platform. Updates can include new features, bug fixes, security enhancements, and performance improvements. The type of update being released can affect its frequency and deployment method:
- Feature Updates: New functionalities and enhancements are added to provide more value to users. These updates may be announced in advance to allow users to prepare and understand the benefits.
- Security Updates: Zendesk prioritizes security and may release updates as needed to address vulnerabilities or enhance data protection measures. These updates are typically applied as soon as possible.
- Bug Fixes: Issues identified in the platform are regularly addressed through bug fix updates. These are deployed to ensure the platform's reliability and performance.
Deployment and Management
1. Sandbox Environment: Zendesk offers a sandbox environment where businesses can test new features and updates before they are deployed to the live environment. This allows companies to assess the impact of changes and train their teams without affecting their operational systems.
2. Release Notes and Documentation: Zendesk provides detailed release notes and documentation for each update. This information helps users understand the changes, benefits, and any actions they may need to take to leverage new features or comply with updated requirements.
3. Incremental Rollouts: For significant updates, Zendesk may opt for incremental rollouts, where the update is applied to a small percentage of users initially, followed by a broader deployment. This approach helps in identifying any unforeseen issues in a controlled manner.
4. Customer Communication: Zendesk communicates upcoming updates and changes through various channels, including email notifications, in-app messages, and posts on their community forum and help center. This ensures that users are well-informed and can prepare accordingly.
5. Support and Resources: Zendesk provides support and resources to assist users during and after the update process. This includes access to customer support, detailed guides, and training materials to help users adapt to new features or changes.
Zendesk's policy on data ownership and portability emphasizes that subscribers retain ownership of all service data processed through its platform. This includes any personal data stored or transmitted via Zendesk services by subscribers and their end-users. Here are the key points regarding Zendesk's policy on data ownership and portability:
1. Ownership of Service Data: Subscribers maintain ownership rights, including all intellectual property rights, to all service data processed under the terms of the agreement with Zendesk. This is explicitly stated across various Zendesk agreements.
2. Data Portability: Zendesk supports the right to data portability, which allows individuals to receive their personal data from a controller in a structured, commonly used format. This right is acknowledged in Zendesk's Binding Corporate Rules and other privacy documentation. Zendesk provides mechanisms for exporting personal data in formats that facilitate this right.
3. Exporting Data: Zendesk offers specific guidance on how to export personal data from its different services, such as Zendesk Support and Chat. This includes detailed steps for exporting data when requested by end-users or agents, ensuring compliance with data portability obligations under privacy laws.
4. Compliance with Privacy Laws: Zendesk's policies and practices are designed to comply with applicable privacy and data protection laws, ensuring that data handling conforms to legal standards. This includes adherence to the GDPR in the European Union, which strongly emphasizes data portability.
5. Control Over Data: Throughout the subscription period, Zendesk subscribers retain control over the service data within their Zendesk instance. This control includes the ability to access, manage, and delete the data according to their needs and compliance requirements.
Zendesk's pricing and service structure is designed to accommodate scaling up or down based on organizational needs. Here are the key terms and considerations for adjusting your Zendesk usage as your business requirements evolve:
1. Flexible Subscription Plans: Zendesk offers a variety of subscription plans that cater to different sizes and types of businesses. These range from basic plans for small teams to more comprehensive suites for large enterprises. This flexibility allows organizations to select a plan that best fits their current needs and adjust as necessary.
2. Monthly and Annual Subscription Options: Zendesk provides the option to subscribe on a monthly or annual basis. Monthly subscriptions offer flexibility, allowing organizations to scale up or down more frequently. Annual subscriptions, while less flexible in the short term, typically offer a cost advantage.
3. Add-On Features: Zendesk allows organizations to enhance their subscriptions with various add-ons, such as Advanced AI, Zendesk Workforce Management, and Zendesk Quality Assurance. These add-ons can be scaled independently of the core subscription, providing additional flexibility as organizational needs change.
4. No Penalty for Changing Plans: Organizations can upgrade or downgrade their plans according to their needs. This can be done without a penalty, although the timing of these changes may be subject to the terms of the subscription (e.g., at the end of the current billing cycle).
5. Pro-Rata Adjustments: If changes are made to a subscription during a billing cycle, Zendesk typically adjusts the billing on a pro-rata basis, ensuring that organizations only pay for what they use.
6. Support for Scaling: Zendesk offers support and resources to help organizations manage the scaling process. This includes access to customer support, online resources, and community forums where users can get advice on best practices for scaling their Zendesk implementation.
These terms highlight Zendesk's commitment to providing a scalable solution that can adapt to changing organizational needs, whether that involves scaling up to accommodate growth or scaling down in response to decreased demand.
Contract Renewal Terms and Conditions for Zendesk
1. Automatic Renewal: According to the Zendesk Referral Agreement, following the expiration of the initial term, the agreement will automatically renew for additional consecutive terms of twelve (12) months each. This automatic renewal continues unless either party provides written notice of termination at least thirty (30) days prior to the end of the initial term or any subsequent renewal term.
2. Multi-Year Contracts for Discounts: For obtaining discounts, Zendesk typically requires signing a multi-year contract, with a minimum of two years. This longer commitment is associated with better pricing and discount opportunities.
Contract Cancellation Terms and Conditions for Zendesk
1. Cancellation Notice: The Zendesk Referral Agreement allows either party to terminate the agreement at any time for any reason, provided that Zendesk gives ten (10) days prior written notice if terminating without cause. Immediate termination is allowed upon written notice if the other party has materially breached the agreement.
2. Cancellation Process: For self-service customers, Zendesk allows account owners to cancel individual products or the entire account through the Admin Center under Billing > Subscription. Adjustments for such cancellations take effect at the end of the current billing cycle.
3. No Refunds Policy: Zendesk does not offer refunds or credits for subscription charges or unused time after account cancellation. This policy is outlined in their Main Subscription Agreement.
4. Effect of Cancellation on Services: Upon cancellation, access to the services will continue until the end of the current billing period, after which the services will be terminated.
These terms highlight the conditions under which Zendesk agreements can be renewed or cancelled, providing flexibility for scaling operations while also ensuring commitments are met for the duration of the agreed terms.
Zendesk software meets several key compliance standards that ensure it adheres to global security and privacy requirements. Here are the specific standards Zendesk complies with:
1. General Data Protection Regulation (GDPR): Zendesk complies with GDPR, which is a critical regulation for protecting personal data within the European Union. This compliance ensures that Zendesk handles personal data with a high level of security and privacy.
2. Service Organization Control 2 (SOC2): Zendesk meets the SOC2 criteria, which are designed to ensure the security, availability, processing integrity, confidentiality, and privacy of customer data. SOC2 is a significant framework for managing data based on five "trust service principles".
3. Health Insurance Portability and Accountability Act (HIPAA): Zendesk offers configurations that support HIPAA compliance, making it suitable for healthcare organizations that manage protected health information (PHI). Compliance with HIPAA is crucial for any software that deals with health data in the U.S..
4. ISO/IEC 27701: Zendesk has obtained ISO/IEC 27701 accreditation, which specifies requirements for establishing, implementing, maintaining, and continually improving a Privacy Information Management System (PIMS). This standard complements ISO/IEC 27001 and ISO/IEC 27002 for privacy management within organizations.
5. Payment Card Industry Data Security Standard (PCI DSS): Zendesk is PCI DSS compliant, ensuring that it meets the security standards required to protect cardholder data. This compliance is vital for organizations that handle credit card transactions.
6. Health Data Hosting (HDS): Zendesk has obtained HDS certification, which is required for hosting personal health data in France. This certification is crucial for ensuring the security and confidentiality of health data according to French regulations.
These compliance standards demonstrate Zendesk's commitment to maintaining a secure and trustworthy platform for its users, addressing various regulatory requirements across different regions and industries.
By Zendesk