Zendesk is a web-based software that offers customer support, issue tracking, and knowledge management. It features a support ticket system and a self-service platform, with no installation required. It provides support through various channels, including email, voice, messaging, and social media, all with AI assistance for 24/7 availability. The software enhances agent efficiency, provides predefined responses, and enables team collaboration. Zendesk automates repetitive tasks, routes questions to the right team member, and manages costs during expansion. It also gathers business insights to identify operational improvements and benchmark service. Zendesk's features include AI agents, a customer self-service center, instant support across web, mobile, and social media, voice support with AI, analytics and reporting, ticket tracking, intelligent routing, quality assurance, workforce management, data protection, customization options, and integration capabilities.