Introduction: What Is Zendesk?

Whether you’re selling t-shirts or software, you need some form of customer support. If you’re selling t-shirts, your Support team will help with returns and refunds—this can often be automated and monitored.

However, if your company is a SaaS organization, your Support team needs to know the software inside-and-out. This requires a technically-sound Support Team: real people, who help real users.

Zendesk is a central hub for different channels of communication across an organization. You have a phone number, an email, a live chat on your app, and a chatbot on your website. These all route to Zendesk, where support agents are logged in and waiting to help users. Each instance of a user reaching out to Support creates a ticket.

Let’s start by looking at a ticket!