Zendesk
Customer SupportA customer service platform for ticketing, chat, and help center content.
Open RFPs0
Spend under review$0
Average spend$0
Bids received0
Median discount0%
Most requested features
What buyers replacing Zendesk actually ask for, ranked by how often each feature appears across 0 RFPs.
Must-haves
None requested yet.
Nice-to-haves
None requested yet.
Feature taxonomy
Analytics
- Custom report builderBuilds reports on ticket volume, agent performance, and CSAT.Required by 0 RFPs
- CSAT surveysSends a satisfaction survey after ticket resolution.Required by 0 RFPs
- Agent performance dashboardsShows per-agent resolution time and ticket load.Required by 0 RFPs
Help Center
- Knowledge base articlesPublishes searchable self-service help content.Required by 0 RFPs
- Community forumsHosts a public forum for customer-to-customer discussion.Required by 0 RFPs
- Multi-brand help centersServes separate branded help centers from one account.Required by 0 RFPs
Messaging & Live Chat
- Web widget chatAdds a chat and messaging widget to a website.Required by 0 RFPs
- Proactive messagingTriggers outbound chat messages based on visitor behavior.Required by 0 RFPs
- Chatbot answer botAnswers common questions automatically before handoff to an agent.Required by 0 RFPs
Platform
- SSO with SAMLAuthenticates agents through an external identity provider.Required by 0 RFPs
- Role-based permissionsRestricts agent access to tickets and settings by role.Required by 0 RFPs
- Audit logRecords administrative changes made in the account.Required by 0 RFPs
- API accessExposes tickets and users through a REST API.Required by 0 RFPs
- Custom ticket fieldsAdds fields to capture structured data on a ticket.Required by 0 RFPs
- Mobile appProvides native agent access to tickets on iOS and Android.Required by 0 RFPs
Ticketing
- Shared ticket inboxCollects email, chat, and social requests into one queue.Required by 0 RFPs
- Ticket routing rulesAssigns tickets to agents or groups based on conditions.Required by 0 RFPs
- SLA policiesTracks response and resolution targets against a service agreement.Required by 0 RFPs
- MacrosApplies a saved set of ticket actions with one click.Required by 0 RFPs
- Ticket taggingLabels tickets with tags for filtering and reporting.Required by 0 RFPs
Voice
- Talk call centerRoutes and records inbound phone support calls.Required by 0 RFPs
- IVR call routingRoutes callers to the right queue using menu selections.Required by 0 RFPs