Zendesk For Government

Key Features & Benefits

•   Provide support anywhere

Stay connected over different channels: messaging, live chat, social, email, or voice, so users can always reach you through the ​​channels the most convenient for them.

• Reduce resolution time and lower costs

With a built-in help center and community forum, Zendesk empowers users to resolve their issues themselves, economize the costs, and the support team time. Moreover, an automated ticketing system provides quick answers to most support queries that permit agents to handle more challenging issues that the robots can’t.

• Boost efficiency

Use automation, AI-powered bots, workflows, and collaboration tools to provide the best user experience.

• Real-time analytics and reporting

Analyze, monitor, and act based on what your users need 24/7.

• Agile with your systems

Stay agile with a powerful and flexible solution that can fit your agency’s needs at any growth stage.

• Deliver user satisfaction

Every submission creates a ticket and enters a queue no matter what channel clients used, so users get a notification to confirm your support team received the request.

Live Chat and Messaging (Zendesk Chat) is a cross-platform instrument that provides real-time conversational experiences across your web, mobile, and social apps so users can reach you instantly. It is easy to automate and quickly scale for every user’s needs.

Key Features & Benefits

• Stay connected on every channel

You can add Zendesk Live Chat and Messaging to your website, your mobile application, or directly to your social media (Facebook, What’s Up, Instagram DMs, and Apple Business Chat) to give instant support without repetition.

• Customizable offline forms

Visitors can write you a message even when you are not logged in.

• File sending

With Zendesk Live Chat and Messaging, you can quickly transfer the files between the visitors.

• Transfers between agents and departments

The agent serving the session can transfer it to the other agent so that he also will know all the context to help the user.

• Conversational history

Zendesk Live Chat and Messaging allows all visitors to view previous conversation history without authentication.

• Conversation rating

You can improve your help based on users’ feedback, which could rate their experience.

• Whisper Mode

Multiple agents can collaborate silently on internal notes to help the user.

• Automatic translation

Conversations are automatically translated within the dashboard (powered by Google Translate).

• Triggers and skill-based routing

You can automatically route incoming chats to agents using support triggers or assigned skills.

• ​​Blocked countries and allowed domains

With Zendesk Live Chat and Messaging, you can limit the websites that can show your widget and ensure that your widget code will not be used on other domains

• Telegramio

Integration for Zendesk Support allows secure exchange of messages & attachments via Telegram by using a safe and easy extension Telegramio. A flexible billing model allows paying based on the number of tickets processed per month. Use Case: https://www.zendesk.com/customer/state-tennessee/

Zendesk Help Center (Zendesk Guide) is a self-service based on smart knowledge that empowers users. It helps users answer the questions themselves without calling or writing directly to the support.  Key Features & Benefits

Key Features & Benefits

• Contextual self-service

You can suggest relevant articles with the web widget and mobile SDK embedded in your help center.

• Multilingual content

You can localize your content into 40+ languages to respond to users in their native language.

• Article view permissions

With Zendesk Help Center, limiting the content view to specific audiences such as agents only, user segments, or open to the public is possible.

• Structured content

You can organize the content via unlimited levels and categories for users to find the most relevant information.

• Multiple help centers

Even by multiplying service tiers or regions, you can have centralized data and activity within a single account that is easy to manage.

• Search

Empower users with the information they need by extending the help center search across valuable resources.

• User portal

Within the help center, you can create a dedicated space for the users to manage their support requests and community contributions with a personalized portal. Use Case: https://www.zendesk.com/customer/city-of-saint-paul/

Zendesk Reporting and Analytics (Zendesk Explore) are built-in reports that help you monitor performance and identify areas of development for user experience and your team. Using Zendesk Reporting and Analytics, you can identify problem areas and fix them right away, letting your team spend more time with users and prospects.

Key Features & Benefits

• Pre-built analytics dashboards

Pre-built dashboards, pre-populated with best-practice user service metrics, help you analyze your performance.

• Voice usage reporting

With Zendesk Reporting and Analytics, you can see a breakdown of your usage charges, including calls, recordings, text messages, and phone numbers.

• Zendesk Benchmark

You can compare yourself against your peers on crucial benchmark metrics the most relevant for you.

• Google Analytics for the help center

In addition to Zendesk reporting, you also can use Google Analytics to track your help center traffic.

• Custom data exploration and live dashboards

You can create your metrics, charts, filters, and dashboards and male custom live dashboards with live metrics and filters.

• Scheduled delivery dashboard

It is easy to schedule and automate the delivery of reporting dashboards.

• Sharing dashboards

It is possible to share relevant dashboards to keep colleges, stakeholders, and your other collaborators aware of key insights.

• Visual data alerts

You can set threshold alerts to understand when teams are under a heavy load visually. Use Case https://www.zendesk.com/customer/university-louisville/ 

Zendesk Voice (Zendesk Talk) is cloud-based integrated call center software that lets you deliver efficient solutions to complex issues through personalized and productive phone support.

Key Features & Benefits

• Voicemail

Voicemails automatically create tickets for easy tracking and follow-up.

• Text messages

With Zendesk Voice, you can respond to inbound text messages, automate alerts, or send proactive text messages.

• Answer in browser & forward to phone

You can receive calls in the Zendesk browser without any additional phone hardware or equipment and forward calls to an external number of team support.

• Automatic ticket creation

Zendesk automatically turns calls, voicemails, and texts into tickets for easy record keeping and issue resolution.

• Call recording, muting, holding, and transferring

With Zendesk, you can record calls for easy reference or troubleshooting, mute, and hold from the call console. The agents can also pause and resume recording an active call to protect customer privacy.

• Conference calling

It is possible to allow agents to consult with a third party and choose to either transfer or add them to the ongoing call.

• Call blocking

You can compile a blocklist of phone numbers for your security and unwanted callers, so bots, spammers, or other unwanted callers become automatically disconnected.

• Interactive voice response

With Voice, you can route customers to the right agent or department and provide recorded answers for frequently asked questions with multi-level interactive voice response (IVR) systems.

• Request a callback

Users can call back from the queue or the web widget instead of waiting for a live agent.

• Call quality notifications

Zendesk Voice allows you to monitor network and audio issues in real-time to ensure high-quality conversations.

• Call offering time limit

You can choose the time each agent gets to answer a call before it is placed back in the queue. Use Case: https://www.zendesk.com/customer/university-louisville/