Track resolution from wherever you are and restore service faster with automated assignments and notifications.
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.
Search for the problem ticket and link all incidents tickets to it for simple bulk management of related issues.
Avoid change management backlogs and minimize risks and unplanned downtimes with automated approval processes and views.
Create and edit IT workflows in minutes, such as customizing approval processes. Easily specify conditions and generate automatic notifications and instructions for next steps.
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.
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.
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.
More ITSM Features
Manage service requests and support your users anytime, anywhere through multiple channels like email, phone, Web, chat, and corporate social media.
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.
Build a support community and enable community discussions, so you can deflect tickets and reuse the knowledge your IT team and users already have.
Zendesk offers many levels of security—physical, infrastructure, an application—to keep sensitive data secure. Download our security overview.