1

Incident Management

Track resolution from wherever you are and restore service faster with automated assignments and notifications.

  • Automate workflows

    Speed up your IT team's day-to-day workflows with Zendesk's powerful automation tools—route tickets, link incidents, identify tasks, and send notifications. In this case, the agent applies a macro to note an incident has occurred and set subsequent tasks in the workflow.

  • Take your Zen Help Desk anywhere

    No matter when and where incidents occur, your IT team has full agent capabilities on their device and can receive push notifications. Click your device to see it in action.

2

Problem Management

Link related incidents to problems, identify root causes, and notify all affected users with a single update. Push your answers to the knowledge base for even quicker resolution next time.

  • Link Incidents

    Search for the problem ticket and link all incidents tickets to it for simple bulk management of related issues.

  • Streamline

    Turn helpful tickets and root cause analysis into knowledge base articles or macros.

3

Change management

Avoid change management backlogs and minimize risks and unplanned downtimes with automated approval processes and views.

  • Customize workflows

    Create and edit IT workflows in minutes, such as customizing approval processes. Easily specify conditions and generate automatic notifications and instructions for next steps.

  • Organize changes

    Focus on what's important in your Zen Help Desk: custom ticket views filter which changes you want to see while custom fields and tags classify changes for tracking and archiving purposes.

4

Reporting and Analytics

Measure your users' satisfaction and the performance of your IT team—and create custom reports with data and insights for your organization.

  • IT team performance

    Measure key metrics like first response time and time to restore with Zendesk's pre-built reports—or build your own custom report. And get more out of your stats with Zendesk's data visualization tools, powered by GoodData.

  • User satisfaction

    Ask your users how your IT team is doing with automated satisfaction surveys built into your Zen Help Desk that capture feedback in one click.

5

More ITSM Features

  • Request Fulfillment

    Manage service requests and support your users anytime, anywhere through multiple channels like email, phone, Web, chat, and corporate social media.

  • Knowledge Management

    Use knowledge already at hand to resolve issues quickly. Increase self-service by publishing FAQs and how-tos, and keep your users informed through forum announcements.

  • Community

    Build a support community and enable community discussions, so you can deflect tickets and reuse the knowledge your IT team and users already have.

  • Security

    Zendesk offers many levels of security—physical, infrastructure, an application—to keep sensitive data secure. Download our security overview.

Zendesk offers a new approach to ITSM—a Zen Help Desk solution that simplifies traditional service management down to what's important for your organization.

Download our complete data sheet about how Zendesk works for IT teams.

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