![]() Zendesk is therefore ideal for organizations that need contact center functionality and multichannel capabilities in addition to a basic IT ticketing system. ![]() In addition to multichannel capabilities, Zendesk includes a full-blown suite of contact center applications, such as automatic call distribution (ACD) and interactive voice response (IVR), for accepting and managing tickets via phone. The voice channel is particularly complex. Whereas in Spiceworks, users submit tickets through email, the desktop app or the web portal, Zendesk also supports submission of tickets via Twitter, live chat, Facebook and even voice. The major area where Zendesk exceeds Spiceworks’ offerings is multichannel management. Zendesk is a recognized leader in the help desk market. ![]()
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