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Auto-create a ticket the moment a survey scores 1–2 or a 1★ review lands. Route to the right manager, track the SLA, and close the loop with a recovery coupon — all from one inbox.
Inbox · open
3 of 11 open · 1 breached
Maria K.
1h 12m leftWait time · 25 min for order
Daniel R.
18m leftOrder accuracy · wrong drink
Anon · Google
Breached · 0:42 overStaff attitude · won't resolve
Auto-created · 2★ from Maria
Routed to Priya · SLA started · 2h target
Auto from signals
Survey low score, 1★ review, ticket form, manual — all routed in.
Per-team rules
First response, resolution, follow-up — tracked and alerted.
Round-robin or rule
Assign by location, severity, team, or who's online right now.
Full profile in view
Visits, tier, history — the manager sees the whole customer.
The 1★ review went to the general manager's email. He's on vacation. Nobody else sees it. Customer assumes you don't care.
Without a clock, every complaint slides to the bottom of the to-do list. By the time someone responds, the customer has left, told their friends, and never coming back.
Even when a ticket reaches the right person, they don't know if this is Maria's first visit or her 14th, if she's Gold-tier, or if she just left a 5★ review last month. They reply blind.
Survey score ≤ 2, a 1★ review, a NPS detractor, a customer-submitted complaint, or an email to support@ — every signal becomes a ticket the moment it lands.
By location, severity, time of day, language, or a custom rule. SLA clock starts the moment routing completes — there's no "sitting in a queue."
Manager opens the ticket and sees the entire customer profile — visits, tier, history, recent signals. One-click reply via SMS, email, WhatsApp, or call.
On resolution, fire a recovery coupon (from the Coupons module), send a CSAT survey, and tag the customer as "recovered" in their profile. The loop closes itself.
Email, SMS, WhatsApp, web form, in-app, manager flag — all show up as tickets in the same view. Filter by status, owner, SLA, or location.
Saved views · sidebar
Every ticket is a response to a signal — and every resolution fires actions in the other modules. The loop closes itself.
Survey response · 1–2★
Detractor detected
Review · 1★ on Google
Public complaint — needs urgent reply
Gmail
Forward support@ to create tickets
Outlook
Forward support@ to create tickets
Twilio
Inbound + outbound SMS replies
Native business message replies
Slack
Ticket alerts, breach pings, replies
HubSpot
Sync ticket state to CRM
Zendesk
Migrate tickets · keep history
Intercom
Migrate conversations · keep history
Zapier
Push to 5,000+ apps
Plus REST API, webhooks, and email forwarding — pull tickets from any channel that has an inbox.
See first-response time, resolution time, and SLA hit rate per team and location. Spot the breach pattern before it shows up on Google. Drill into a single ticket to see the conversation.
Tickets · last 30 days
Team performance
Open
11
−4
First reply
14m avg
−6m
SLA hit
92%
+3pt
SLA hit rate · by location
Top complaint reasons · this week
Zendesk is built for thousand-agent contact centers. A shared inbox is built for nothing. Ticketing is built for the customer with 5 locations and one cause-and-effect loop to close.
A free plan with everything you need to start. Paid pricing per location, per month — with local rates by country, and every module included in every plan. No annual lock-in.
Free forever
Everything you need to run a real CX program — without paying a cent.
Per location, per month
Local pricing by country
Everything in Free, plus scale, integrations, and the controls multi-location customers need.
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Founding customers get every paid feature free for a year.
Surveys
Low-score responses fire a ticket — and a CSAT survey after resolution.
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Testimonials
1★ public reviews open URGENT tickets — caught before they hurt.
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Coupons
Auto-fire a recovery coupon on every ticket resolution.
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Contacts
Every ticket opens against the full customer profile — visits, tier, history.
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Loyalty
Tag Gold-tier customers · escalate their tickets above standard SLA.
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