Zendesk: the omnichannel customer service platform
Discover Zendesk, the platform that unifies your customer service
Zendesk is a customer service platform that brings every customer conversation, email, chat, phone and social media, into a single workspace.
Every request becomes a ticket, routed to the right agent with the customer's full history in view. The result: faster, more consistent answers, activity peaks absorbed without chaos, and a support team that drives loyalty instead of just costing money.
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Zendesk is built around four main building blocks:
They all come together in a single workspace for your agents.
1. The ticketing system: every request in one place
Whatever the original channel, each request is tracked, prioritised and followed up.
- Centralise email, chat, phone and social media in a single queue
- Route every ticket automatically to the right agent or team
- Prioritise requests with SLAs and custom views
- Answer recurring questions faster with macros
2. Guide: the self-service knowledge base
Your customers find answers on their own; your agents handle the genuinely complex cases.
- Build a help centre where customers find answers by themselves
- Cut ticket volume with self-service
- Suggest relevant articles automatically while a request is being typed
- Spot your most-read articles to keep improving your content
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3. Messaging and chat: real-time assistance
Start the conversation wherever your customers are, without losing the thread.
- Chat with customers on your website, mobile app or WhatsApp
- Continue the same conversation across channels without losing context
- Deploy bots to qualify requests before handing over to an agent
- Assist visitors proactively at key moments in their journey
4. Talk: voice built into your support
Phone remains a major channel; with Zendesk it joins the same workspace.
- Handle inbound and outbound calls without leaving the Zendesk interface
- See the customer's full history the moment you pick up
- Record calls for quality assurance and team training
- Pair Zendesk with a telephony solution like Aircall if you already use one
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What about artificial intelligence?
Zendesk builds AI into the heart of support: automatic ticket triage and prioritisation, suggested replies for agents, and AI agents that resolve routine requests on their own. Your teams focus on the cases where a human makes the difference.
Planning a Zendesk project? turnK deploys the platform, connects it to your CRM and structures your support processes. Take a look at our CRM integration services or contact us: our consultants reply within 48 hours.
Les questions les plus fréquentes
Zendesk is a customer service platform that centralises every request, whatever the channel (email, chat, phone, social media), in a single ticketing system. It adds a knowledge base, real-time messaging and reporting on top.
Startups structuring their support from day one as well as large companies handling high volumes. E-commerce, SaaS, services: any organisation that wants fast answers and rigorous tracking of customer requests will benefit.
An omnichannel ticketing system, a self-service knowledge base (Guide), real-time messaging and chat, built-in telephony (Talk), automations and macros, support performance reporting and AI features to triage and resolve requests.
Zendesk is billed per agent per month, with several editions depending on the functional scope (full suite or individual modules). Up-to-date pricing is available on the official Zendesk website.
Yes, and it is highly recommended: linking Zendesk to your CRM gives agents each customer's sales context and surfaces support issues to the sales team. turnK builds these integrations for a truly unified customer view.
