Zendesk is an American company headquartered in San Francisco, California. It provides software-as-a-service products related to customer support, sales, and other customer communications. Zendesk is a central hub that connects everything you need to leverage customer experience and support. On zendesk, common tasks are automated to free up time for your agents, such as closing inactive ticket alerts and notifying a manager of a new issue. The built-in SLA (Service-level Agreement) enables agents to set their own parameters and utilize up-to-date measurements to monitor a specific ticket’s status. It enables your agents to have a full audit trail of each conversation in its entirety even if it spans multiple agents and channels. With Zendesk you can analyze and keep track of your team’s performance and workload capacity to make better decisions in assigning and managing tasks with productivity and efficiency in mind.