Customer support startup Zendesk is debuting Zendesk for Facebook, which allows customer service teams to engage with Facebook users from within the startup’s popular help-desk platform. Launched in 2008, Zendesk offers a web-based, SaaS-delivered help desk and support ticketing application that gives companies a simple way to manage incoming support requests from end customers.
There’s no doubt that social media is a large part of customer service, and brands and companies need to keep a close eye on what customers are talking on services like Facebook and Twitter about so they can be part of the conversation.
With Zendesk for Facebook, support teams can respond to Facebook wall posts from within the customer support system. Facebook has been a long-awaited integration for the support SaaS; Zendesk added Twitter data and functionality in 2010.
Zendesk now has than 10,000 customers (including Adobe, MSNBC, Sony, OpenTable and Groupon) and offers both plans for small businesses and enterprise companies. To date, Zendesk has raised $26 million to date from Matrix Partners, Benchmark Capital and Charles River Ventures.
Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies. The product has an elegant, minimalist design implemented in Ruby on Rails and provides seamless integration of the back-end helpdesk SaaS to a company’s online customer-facing web presence, including hosted support email-ticket integration, online forums, RSS and widgets. This is unusual, because most SaaS helpdesk solutions focus exclusively on the backend helpdesk and treat the Web as...