Netpremacy Limited

Zendesk via Netpremacy

Zendesk is a customer service platform offering rich, modern cloud based helpdesk functionality. It's designed for public sector service desks who want to create customer and citizen relationships that are more meaningful, personal, productive. We start by helping customers provide great support, then develop self service and proactive engagement enhancements.

Features

  • Ticket management
  • Multi channel customer support service
  • Knowledge base and self service
  • Live chat software
  • Integrated call centre software
  • Analytics and reporting insights
  • Proactive campaigns
  • Shared team inbox
  • Community forum
  • Incident management

Benefits

  • Purchasing from Netpremacy is quick and easy
  • Improve your service desk processes
  • Connect with your customers in real time
  • Offer support via multiple channels
  • Use AI to suggest the most appropriate solutions
  • Integrate with relevant services
  • Broad range of APIs to develop out the solution

Pricing

£5.00 to £149 per user per month

  • Free trial available

Service documents

G-Cloud 9

637786834367480

Netpremacy Limited

Andrew Eden

0113 366 2008

aeden@netpremacy.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Zendesk is a pure cloud solution and as such does not require any specific hardware, just access the service via a modern browser.
System requirements A modern web browser is required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Zendesk offers 24x7x365 support via email, phone and live chat.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.0 AAA
Web chat accessibility testing Zendesk web chat interface is easily accessible and very intuitive to use.
Onsite support No
Support levels Zendesk packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you require onsite support, Netpremacy will be able to work with you on the best solution.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Netpremacy provides both onsite and online training based on customers requirements and needs. We also provide a wide range of user documentation as well as an online user community forum.
Service documentation Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
  • Videos
  • Online user community
End-of-contract data extraction When the contract ends, users will be able to extract their data. All customer data is destroyed upon account termination.
End-of-contract process The service will terminate at the end of the contract if the customer wishes to exit the service

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Zendesk is a cloud based solution and is available anytime, anywhere. Agents are also able to mobiles and tablets.
The new Zendesk Support mobile app is a triage-focused ticketing app for agents and team leads. It's designed to let you quickly work with support tickets on your mobile device, including:
Sorting, filtering, and searching tickets and ticket views
Creating tickets
Commenting on and updating tickets
Receiving notifications when tickets are submitted or updated
Accessibility standards WCAG 2.0 AAA
Accessibility testing Zendesk is an easily accessible and very intuitive cloud solution.
API Yes
What users can and can't do using the API Zendesk offers a rich API with the service. Most of the reference documentation for the Zendesk API is available in the Rest API section of the Zendesk Developer Portal. The reference documentation describes all the available endpoints. You can also use the Zendesk API Guide in the Zendesk Help Center to get started.

The API can return all information related to a ticket, so you may use the API output to pass data into a third party reporting application.

The ability to quickly update many records is another benefit of using the API. For example, while you're only able to create a single organisation at a time in the agent interface, you could create up to 100 organisations at a time with the API. In the same vein, the restrictions on how many items you can update at a time is higher with the API. The interface allows for 60 tickets to be edited at once, while the API allows up to 100 tickets.

Other common tasks include:
Creating tickets
Migrating ticket data into Zendesk from another system
Editing users in bulk
Searching records
And many more!

The Zendesk API returns data in a lightweight format called JSON.
API documentation Yes
API documentation formats
  • HTML
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation With Zendesk, users can fully customise their solution to meet their business processes, needs and goals. Together we will build a solution for your specific needs.

Scaling

Scaling
Independence of resources The Zendesk system has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution, Zendesk is highly scalable and provides service availability of 99.9% uptime.

Analytics

Analytics
Service usage metrics Yes
Metrics types Zendesk provides a full range of metrics including real-time dashboards and trend analysis. There is a large number of pre-built reports supplied and in addition custom reporting and will also allow you to create additional reports on the system data. Our analytics suite gives you full visibility into your support/service desk operation and allows you to go as granular as your need in order to support informed decision making.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Zendesk

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Zendesk users are able to easily export their data from the online portal using the rich reporting options provided and also via the various APIs provided with the system.
Data export formats
  • CSV
  • Other
Other data export formats XML
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability The Zendesk platform has been designed from the ground up with high availability geo-redundancy in mind and provides 99.99% service uptime. We will share on financial compensation adjustments associated with under-performance upon request. All data is stored and processed in world-class data centres, highly secure, running in an active-active configuration to provide business continuity in any situation.
Approach to resilience The Zendesk platform's architecture has multiple levels of inter & intra redundancy built in to it. It's designed to run in an active-active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows.
Outage reporting Our network operations centre (NOC) operates 24/7/365 to ensure optional system configuration and service availability. Our engineers continuously monitor systems, metrics and alarms. Zendesk customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was and how it was resolved.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Zendesk has complex password requirement to restrict access to its service and can require 2 factor authentication.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for Between 6 months and 12 months
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 You can request a copy of the ISO certificate.
ISO/IEC 27001 accreditation date You can reach out to Zendesk support team for the certificate.
What the ISO/IEC 27001 doesn’t cover You can reach out to Zendesk support team for the certificate.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations SOC 2 Type I certification

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards CSA CCM version 3.0
Information security policies and processes Security is important when you move your service desk information to the cloud. Our experts make sure your important data is safe and your contact centre system is reliable and runs at top speed. We are committed to maintaining compliance standards in both customer privacy and where customer records are stored. It is understood that the necessary security controls should flow through the entire system and we maintain every effort to do so. In addition to standard compliance policies put in place by the following designations, our company participates in internal process reviews periodically throughout the year. Zendesk is ISO 27001:2013 certfied and SOC 2 Type I

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach The Zendesk network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management and regular vulnerability scans.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Zendesk uses Intrusion Detection Systems (IDS) to monitor network activity for suspicious traffic and attacks.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security response guide.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security response guide.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £5.00 to £149 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial 30 day free trial of the standard service is available. Please register for this service with Netpremacy if interested.

Documents

Documents
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Terms and conditions document View uploaded document
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