ITIL problem management software

Accelerate problem resolution with Zendesk AI agents.

Zendesk AI agents are the complete chatbot for the modern age. Built on natural language processing (NLP), machine learning (ML), and over 18 billion real customer service interactions, our AI agents can help you accelerate problem resolution and improve team efficiency.

These advanced chatbots can provide 24/7 support to your employees and resolve requests from start to finish. They can handle technical issues like password resets, surface relevant help articles, and route employees to an IT professional if the situation calls for a human touch.

Ditch the busywork with Zendesk advanced automation and workflows. First, use our software to define the steps to manage a problem. From there, automations follow your pre-defined rules to execute routine tasks, speeding up your issue resolutions and reducing manual efforts for your team. 

For example, IT specialists and admins can use intelligent triage to automatically label incoming tickets based on intent, sentiment, and language. Then, our AI routes the request to the appropriate team or specialist based on the nature or urgency of the issue. With Zendesk, you can set up workflows that allow your IT team to complete tasks without significant manual oversight.

Use Zendesk automation to establish rules, triggers, and workflows.

Help employees solve issues independently with help center software.

Zendesk knowledge base software and self-service portals help users manage common problems without involving an IT support agent. With these capabilities, employees can access helpful articles and how-to guides, submit tickets through their employee portal, and document known errors and solutions to help each other with similar problems. 

IT teams can take these features one step further by integrating them with an AI agent. Our intelligent bots can help users search for and find informational articles, check the status of an active incident, and solve non-complex inquiries. 

Keeping track of IT ticketing can be a headache, especially in larger operations. With Zendesk ticketing software, however, teams can organize and categorize requests in a way that maintains order. 

Our problem and incident ticket-linking capabilities help agents consolidate multiple incidents into a single ticket instead of handling them all individually. Parent and child ticket features allow IT support agents to create side conversations and tag other agents to collaborate on resolutions. Combine this with our AI and automation capabilities, and you get a streamlined ticketing experience that helps your IT team resolve every request.

Stay one step ahead with Zendesk ticketing.

Fine tune your operations with reporting and analytics software.

Zendesk has pre-built and customizable reporting and analytics tools that allow administrators and problem managers to monitor team performance and trending issues. Users can log these insights in our internal knowledge base, allowing support teams to access and exchange information in a centralized repository.

Reporting and performance data help teams learn more about the problem and systems affected in real time. Management, engineering, and IT support teams can use the collected data and insights to collaborate, resolve the current incident, and create a process to handle future incidents.