Foundation, Internal Innovation and Acquisitions

Our overview of what Zendesk^® does and how it works begins with its evolution from a niche ticketing and helpdesk Danish vendor (Support) for emails and web forms (Web Widget) into a NYSE traded corporation of an Omnichannel Customer Experience Suite:

• Guide (Help Center, Knowledge Base, Customer Portal and Answer Bot)
• Gather (Forum and Communities)
• Chat (formerly Zopim)
• Talk (module developed on Twilio)
• Instant Messaging (WhatsApp, Facebook Messenger & more)
• Social Media & Networks (FB, Twitter & more)

The previous portfolio is complemented by the reports and dashboards of Explore (formerly BIME), the Sales Automation of Sell (formerly base CRM), and an extense marketplace with hundreds of Apps connecting Zendesk^® with other types of SaaS (Productivity, Ecommerce, Analytics, Collaboration, Project Management, Knowledge, Telephony & CTI providers, Social Media, Marketing, or Quoting & Billing) to get the best of each one.

This journey of internal innovation and acquisitions is strengthened by the CRM Platform offering with Sunshine (custom objects, custom events and unified profiles) and Sunshine Conversations (APIs to send and receive messages on any channel via Zendesk^® and other SaaS). The latter is also known as SunCo and is coming from an acquisition (Smooch) as well.

From its beginnings to its current roadmaps, Zendesk^® has always been focused on making it easy for agents to use it and administrators to configure it. This SaaS provider also learns and tests a lot using its own Software modules to serve different sized customers across many industries and geographies.