Zendesk is a hosted help desk solution we’ve covered many times at ReadWriteWeb. Although Zendesk has served big companies like Adobe and Sony Music, it’s better known as the help desk provider for sexy startups like Twitter. It’s hoping to change that today with the announcement of an enterprise plan that will better serve larger organizations by providing unlimited internal usage, multi-brand help desks and more.
The enterprise plan features:
- Unlimited internal usage: Because employees from outside the customer service department might need to view help desk tickets, Zendesk is making it possible for all employees to use Zendesk without having to purchase additional seats. This is a great move, and something Zendesk should consider offering in non-enterprise versions as well. This feature also fits well with the new customer service API Zendesk announced earlier this summer.
- Multi-brand help desks
- Custom agent roles: Enterprise customers will now be able to assign varying levels of permissions to different agents. This is an important feature for enterprise security.
- Business rules analysis
- Network restrictions: Admins will be able to restrict access to Zendesk by IP range.
- Interaction archiving: This will be a nice feature for compliance and auditing.
- Priority support
The enterprise plan starts at $99 per agent per month.
Zendesk competes with other Web-based help desk providers such as Assistly (which just changed its own pricing), UserVoice and Zoho Support.
