What is Zendesk?

Zendesk is a cloud-based customer support and knowledge base platform that helps manage requests, track progress, and provide consistent service to clients.

✅ Why We Use Zendesk

Using Zendesk offers several benefits for both our team and our clients:

• Centralized Requests: All requests go into a single inbox — no lost emails.

• Accountability: We can track when you raised a request and monitor it from start to finish.

• Efficient Workflow: Requests are the fastest way for ASP to assign work internally, eliminating the need for multiple emails. Think of it as a mini project management system.

• Transparency: If someone is out of the office or sick, requests can still be monitored and progressed.

• Training Insights: Helps identify areas where additional training may be required.

• 24/7 Support: Many requests can be addressed around the clock thanks to our teams working across multiple time zones.

• Service Monitoring: Feedback allows ASP to track and improve how we provide customer service.

🕰️ Legacy Systems

Previously, ASP used an in-house system called Naga, which served us for 20 years. It has now been retired in favor of Zendesk. RIP Naga — thank you for two decades of service!