Zendesk has been weathering the storm since the beginning of 2022.
After months of fallout following stockholder opposition to the company’s $4.1 billion bid for Momentive, an investor group acquired Zendesk for $10.2 billion.
Interestingly, this came only months after Zendesk turned down the $17 billion offer because of "underevaluation".
Nevertheless, Mikkel Svane, Founder, Chairman, and CEO at Zendesk, promised a bright future. At the time, he said:
This is the start of a new chapter for Zendesk with partners that are aligned with the strength of our agile products and talented team, and are committed to providing the resources and expertise to continue our growth trajectory.
Using these resources, the Zendesk team has spent the summer focusing on many new features and collaborations.
Summer Updates
Zendesk has launched a handful of messaging and analytics features, alongside new innovations geared towards sales teams.
Yet, perhaps most interesting is its new ticket handling capabilities. Now, employees can raise tickets by messaging a handle within Slack, supporting internal helpdesk use cases and B2B conversations.
Zendesk has also simplified its mobile messaging to give users more insights into tickets. Indeed, users can now add information like device, browser, or language to collect more info for ticket handling.
Another eye-catching capability is Automated Triage – a feature that predicts the intent and language of the ticket. Powered by AI, this adds rich customer context to the helpdesk software.