{
  "slug": "zendesk",
  "name": "Zendesk",
  "category": "Customer Support",
  "website": "https://www.zendesk.com",
  "description": "A customer service platform for ticketing, chat, and help center content.",
  "openRfpCount": 0,
  "url": "https://saasrfp.com/vendors/zendesk",
  "features": [
    {
      "slug": "custom-report-builder",
      "name": "Custom report builder",
      "description": "Builds reports on ticket volume, agent performance, and CSAT.",
      "group": "Analytics"
    },
    {
      "slug": "csat-surveys",
      "name": "CSAT surveys",
      "description": "Sends a satisfaction survey after ticket resolution.",
      "group": "Analytics"
    },
    {
      "slug": "agent-performance-dashboards",
      "name": "Agent performance dashboards",
      "description": "Shows per-agent resolution time and ticket load.",
      "group": "Analytics"
    },
    {
      "slug": "knowledge-base-articles",
      "name": "Knowledge base articles",
      "description": "Publishes searchable self-service help content.",
      "group": "Help Center"
    },
    {
      "slug": "community-forums",
      "name": "Community forums",
      "description": "Hosts a public forum for customer-to-customer discussion.",
      "group": "Help Center"
    },
    {
      "slug": "multi-brand-help-centers",
      "name": "Multi-brand help centers",
      "description": "Serves separate branded help centers from one account.",
      "group": "Help Center"
    },
    {
      "slug": "web-widget-chat",
      "name": "Web widget chat",
      "description": "Adds a chat and messaging widget to a website.",
      "group": "Messaging & Live Chat"
    },
    {
      "slug": "proactive-messaging",
      "name": "Proactive messaging",
      "description": "Triggers outbound chat messages based on visitor behavior.",
      "group": "Messaging & Live Chat"
    },
    {
      "slug": "chatbot-answer-bot",
      "name": "Chatbot answer bot",
      "description": "Answers common questions automatically before handoff to an agent.",
      "group": "Messaging & Live Chat"
    },
    {
      "slug": "sso-with-saml",
      "name": "SSO with SAML",
      "description": "Authenticates agents through an external identity provider.",
      "group": "Platform"
    },
    {
      "slug": "role-based-permissions",
      "name": "Role-based permissions",
      "description": "Restricts agent access to tickets and settings by role.",
      "group": "Platform"
    },
    {
      "slug": "audit-log",
      "name": "Audit log",
      "description": "Records administrative changes made in the account.",
      "group": "Platform"
    },
    {
      "slug": "api-access",
      "name": "API access",
      "description": "Exposes tickets and users through a REST API.",
      "group": "Platform"
    },
    {
      "slug": "custom-ticket-fields",
      "name": "Custom ticket fields",
      "description": "Adds fields to capture structured data on a ticket.",
      "group": "Platform"
    },
    {
      "slug": "mobile-app",
      "name": "Mobile app",
      "description": "Provides native agent access to tickets on iOS and Android.",
      "group": "Platform"
    },
    {
      "slug": "shared-ticket-inbox",
      "name": "Shared ticket inbox",
      "description": "Collects email, chat, and social requests into one queue.",
      "group": "Ticketing"
    },
    {
      "slug": "ticket-routing-rules",
      "name": "Ticket routing rules",
      "description": "Assigns tickets to agents or groups based on conditions.",
      "group": "Ticketing"
    },
    {
      "slug": "sla-policies",
      "name": "SLA policies",
      "description": "Tracks response and resolution targets against a service agreement.",
      "group": "Ticketing"
    },
    {
      "slug": "macros",
      "name": "Macros",
      "description": "Applies a saved set of ticket actions with one click.",
      "group": "Ticketing"
    },
    {
      "slug": "ticket-tagging",
      "name": "Ticket tagging",
      "description": "Labels tickets with tags for filtering and reporting.",
      "group": "Ticketing"
    },
    {
      "slug": "talk-call-center",
      "name": "Talk call center",
      "description": "Routes and records inbound phone support calls.",
      "group": "Voice"
    },
    {
      "slug": "ivr-call-routing",
      "name": "IVR call routing",
      "description": "Routes callers to the right queue using menu selections.",
      "group": "Voice"
    }
  ],
  "openRfps": []
}