Zendesk keeps help desk staffers in the loop

Sep 23, 2010
Tech

Zendesk’s iPhone app isn’t flashy, and it doesn’t include a lot of features – which is exactly what makes it great. It’s a highly effective way to stay in contact with the online Zendesk program. It’s a little hard to explain just what Zendesk does: It’s an online service geared toward businesses that want to […]

Zendesk’s iPhone app isn’t flashy, and it doesn’t include a lot of features – which is exactly what makes it great. It’s a highly effective way to stay in contact with the online Zendesk program.

It’s a little hard to explain just what Zendesk does: It’s an online service geared toward businesses that want to stay connected with their users and provide support. Signing up for a Zendesk account online creates a virtual “help desk” through which customers can contact your company with issues and questions. The Zendesk program allows its subscribers to channel those problems into files, or “tickets,” which can then be assigned to the subscriber’s company’s staffers to be resolved.

Zendesk’s free iPhone app is a really great companion to the full Zendesk service. It provides a fast and streamlined way to access your help desk, without being slowed by all the functionality you would get with the Web site, but can’t really use on your phone.

The app lets you create new tickets, see the tickets that are floating in the help desk’s variousqueues,and stay on top of what’s been assigned to who. It’s a great way to add to the workflow of the help desk, whether you’re in charge or an employee, without the requirement of a computer.

A few additions would really increase the app’s usefulness – some abilities to search through tickets would be good, for example – but in terms of apps, the simplicity of Zendesk’s iPhone entry helps it do its scaled-down, away-from-the-office version of the program. It makes keeping up with work way too easy.

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Phil Hornshaw

Phil Hornshaw is a freelance writer, editor and author living in Los Angeles, dividing his time between playing video games, playing video games on his cell phone, and writing about playing video games. He’s also the co-author of So You Created a Wormhole: The Time Traveler’s Guide to Time Travel, which attempts to mix time travel pop culture with some semblance of science, as well as tips on the appropriate means of riding dinosaurs. Check out his profile.

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