Zendesk

Zendesk is a modern help desk system in a hosted environment.

The help desk is the single-point-of-contact between your end-users and you as a service provider. With very little effort Zendesk makes it possible for you to offer a professional-grade support service and capitalize on valuable user feedback.

Used in an IT deparment the help desk serves as the ERP system of the IT organization. It encourages and enforces well defined registration and processing of the data that makes the foundation for resource usage, -prioritization, and -strategy. The help desk constitutes the central hub for a company's IT Service Management (ITSM) strategy, which centers on the customer's perspective of IT's contribution to the business.

Zendesk clients are support organizations that embraces agile methods to service their customers. Organizations that are focused on executing strategic and tactical objects of their businesses, rather than scraping together a large application portfolio and building up a massive team to serve it all.

"Today, a new technological revolution is under way. Companies are beginning to dismantle their private computer systems and tap into rich services delivered over the Internet. This time, it's computing that's turning into a utility. The shift is already remaking the computer industry, bringing new competitors like Google and Salesforce.com to the fore and threatening stalwarts like Microsoft, SAP, and Dell. But the effects will reach much further. Cheap, utility-supplied computing will ultimately change society as profoundly as cheap electricity did."


Nicholas Carr, The Big Switch, http://www.nicholasgcarr.com/bigswitch

Zendesk was founded in Copenhagen in 2007 and the service went live on October 1st 2007. The three founders represent in-depth help desk knowledge from many years in the IT Service Management industry, as well as many years of experience with software development, web design and communication consulting.