Zendesk Enterprise Plan: Help Desk for Large MSPs
Zendesk has introduced the Zendesk Enterprise Plan for larger managed services providers (MSPs) and enterprise customers. It’s an interesting name for something that’s not actually a plan. Instead, Zendesk Enterprise Plan is a higher-end version of the company’s cloud-based help desk software for SMBs and start-up companies. Zendesk COO Zack Urlocker (pictured) — a veteran of Sun Microsystems and MySQL — gave MSPmentor an update on the company’s strategy.
Here a some of the main components ofZendesk Enterprise Plan:
1. Unlimited Internal Usage for organizations to have support conversations through so-called Light Agents. Clients won’t have to pay for those Live Agents, according to Urlocker. “It’s a way to help clients become more flexible and use Zendesk more often, without having to pay for casual users.”
2. Multi-Brand Help Desk so that parent companies with multiple brands can centralize their support teams and maintaining support portals for individual brands.
3. Customer Agent Roles will allow clients to customize permission levels for groups of agents.
4. Business Rules Analysis offers a way to analyze the performance of business rules and support workflows.
5. Network Restrictions so that admins can define a range of IP Addresses and restrict access to Zendesk.
6. Email Archiving allows for automatically archived emails.
7. Priority Support through which Zendesk promises to respond to customer claims in less than one hour, and give 24/7 phone access to Zendesk agents
“This is an exciting release for us,” Urlocker said. “We’ve been very well known among SMBs and start-ups, and now we’re offering a higher-end version for marger MSPs and enterprises. They’ve been asking for it.”
“We’ve lowered the bar for help desk software adoption,” Urlocker continued. “Our focus has really been to make sure the product is super easy to use and get up and running.”
Zendesk grew 400 percent from 2009-10, during which it integrated with LogMeIn Rescue, launched a Blackberry application, introduced a live chat feature and scored $6 million in B round funding from Benchmark Capital and Charles River Partners.
Urlocker said he expects continued Zendesk growth this year. The company opened a European office in early July 2011, and is preparing to open an Asia-Pacific office in September 2011.
To get a feel for Zendesk’s various support levels, see http://www.zendesk.com/compare.