What is Zendesk? Here's What Entrepreneurs and Solopreneurs Should Know

If you've started exploring customer support platforms, chances are you've come across Zendesk. Known for its simplicity and versatility, it's a go-to solution for businesses looking to streamline customer interactions.

According to Zendesk, even among businesses that have never used a help desk solution, 90 percent are able to deploy it in eight weeks or less (with the help of Zendesk partners), and more than 88,000 SMBs currently utilize their tools.

What does Zendesk do, and how can it help your business grow? More importantly, how can you ensure you are using it securely to protect your data and maintain your customers' trust?

What is Zendesk?

Zendesk is a cloud-based customer service and support software designed to help businesses manage customer inquiries, feedback, and support tickets. It allows you to centralize all customer interactions—whether they come through email, chat, social media, or your website—making it easier to respond quickly and keep your customers happy.

For entrepreneurs and solopreneurs, Zendesk is especially useful for staying organized and delivering professional service even with limited resources.

Key features of Zendesk include:

Ticketing System - Each inquiry becomes a "ticket" that can be tracked, prioritized, and assigned to the right person.

Knowledge Base - The knowledge base allows businesses to create self-service portals where customers can find answers to frequently asked questions or follow step-by-step guides.

Live Chat and Chatbots - Zendesk's live chat feature enables real-time communication with customers, while its chatbot functionality automates responses to frequently asked questions.

Email Management- It organizes customer emails in one place and helps you respond efficiently.

Billing Integration - For businesses that charge customers, Zendesk integrates with billing systems to manage payments and handle billing-related inquiries.

Analytics and Reporting - Zendesk's analytics tools generate reports on your team's performance, customer satisfaction, and support trends.

Community Forums - Zendesk lets you create community forums where customers can interact with each other, share experiences, and provide support.

Advanced Data Privacy and Protection - Zendesk incorporates robust security features to protect sensitive customer data, including encryption and compliance with global privacy standards- like GDPR or CCPA.

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Is Zendesk Worth It for Small Businesses?

The answer depends on your specific needs, resources, and priorities. Let's take a closer look at when Zendesk might be a good choice—and when it might not suit your business.

When Zendesk Is Worth It

Zendesk could be a valuable investment for your business if you:

·       Need an All-in-One Platform: Zendesk consolidates customer support across email, social media, chat, and more, offering a centralized solution for managing interactions.

·       Require Omnichannel Support Without Overspending: Its flexible pricing plans provide access to omnichannel support, allowing you to interact with customers on their preferred platforms.

·       Value Reporting and Analytics: Zendesk includes powerful tools for tracking performance, identifying trends, and improving your customer service strategies.

·       Operate in Multiple Languages: If your business serves a global audience, Zendesk's multilingual support capabilities ensure seamless communication with customers worldwide.

·       Can Afford Premium Pricing: Zendesk offers world-class features, but it comes at a cost. Plans start at approximately $59 per month per user, making it a premium option for small businesses with the budget to invest.

·       Have Resources for Ongoing Maintenance: Zendesk isn't a "set-it-and-forget-it" solution. It requires regular updates, monitoring, and training to ensure both agents and customers benefit fully.

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When Zendesk Might Not Be the Best Fit

Zendesk may not be ideal for your business in the following situations:

·       You're Still Growing Your Customer Base: If your customer base is small or your business is in its early stages, simpler and more affordable customer service platforms might meet your needs better. Zendesk primarily caters to larger companies, including Fortune 100 businesses, which can make it less suitable for startups or small businesses.

·       You're on a Tight Budget: Many of Zendesk's best features, such as advanced analytics and automation tools, are available only in higher-tier plans. For small businesses watching their expenses, these costs can add up quickly.

·       You Don't Need a Comprehensive Platform: Zendesk has a steep learning curve and offers advanced features that may be unnecessary for businesses with straightforward customer support needs. If your team prefers a simpler tool with less setup and training required, alternatives may be more appropriate.

Related: Is Mailchimp Safe for Your Business? How to Get Started and Protect Your Data

Risks Associated with Using Zendesk

While Zendesk is responsible for securing the underlying platform, it is up to the customer to secure user identities and data access. 

Platform-Side Vulnerabilities

SQL Injections

Attackers manipulate database queries within the application and access sensitive information stored in Zendesk, like customer names or emails.

Cross-Site Scripting (XSS)

In an XSS attack, hackers insert harmful code into Zendesk. They often trick people into clicking malicious links, which allows the attacker to mess with the system or even steal sensitive data.

General Web Vulnerabilities

Like any software, Zendesk has potential weak spots. These are the kinds of problems all online platforms face—like weak passwords or insecure data connections. Zendesk actively scans for these problems, but no system is 100% foolproof.

Customer-Side Risks

·       Compromised Accounts: Zendesk grants customer support agents access to sensitive customer data, including names, emails, and phone numbers. If an attacker gains unauthorized access to an agent's account—potentially using passwords available on the dark web—they could exploit this data for fraud.

·       Incorrect Permissions: Failing to implement appropriate access controls can lead to employees having unnecessary access to sensitive information. This increases the risk of data exposure and breaches, especially if permissions are not regularly reviewed.

·       Misconfigurations and Data Leakage: Misconfigured settings, such as improperly set triggers or tickets, can inadvertently expose sensitive workspace information.

·       Third-Party Applications: While Zendesk integrates with numerous third-party applications to enhance functionality, these integrations can introduce security vulnerabilities. Malicious actors may exploit weaknesses in these apps, creating an additional attack vector that compromises your Zendesk environment.

Related: How to Check If Your Business Is Affected by a Breach (And What to Do if It Is)

How to Use Zendesk Safely

I.  Secure Your Login

Use Strong Passwords:

Create a password that combines uppercase and lowercase letters, numbers, and symbols. Avoid reusing passwords across multiple accounts.

Set Password Security Levels:

Zendesk offers different password security settings for team members and end users:

• Recommended: Includes strict password requirements, checks against known breached passwords, and aligns with industry best practices.
• Custom: Allows you to tailor security levels to your needs.

How to:

Go to Admin Center → Account → Security → Team Member Authentication (or End User Authentication for customers).

Select a security level, such as Recommended or Custom, and click Save.

Enable Session Expiration:

Set Zendesk to log out inactive users automatically after a specified time. This prevents unauthorized access if a session is left open.

How to:

Navigate to Admin Center → Account → Security → Advanced.

1. Under the Authentication tab, set session expiration times for team members and end users.
2. Click Save.

Enable Two-Factor Authentication (2FA):

Add an extra layer of security by requiring users to verify their identity with a code from an authentication app.

How to Require 2FA:

Go to Admin Center → Security → Advanced.

1. Enable Require Two-Factor Authentication.
2. Notify agents and admins to set up 2FA during their next login.

II.  Limit Access

Assign Roles Carefully:

Agents, admins, and the account owner are all team members. Give them access only to the sections they need. For example, support agents don't need access to billing or admin settings.

How to Create a New Role:

1. Go to Admin Center → People → Team → Roles.
2. Click Create Role and specify the permissions needed for that role.

Restrict Administrator Access:

Limit the number of administrators to reduce security risks. Use predefined or custom agent roles to restrict access to sensitive settings.

Remove Inactive Users:

Regularly audit user accounts and remove access for employees or collaborators who no longer work with your team.

III.  Configure Privacy Settings

Restrict Public Ticket Views:

Ensure only authorized users can see support tickets.

How to:

1. Go to Admin Center → Privacy.
2. Disable Public Tickets.

Create Private Ticket Groups:

Use private groups to restrict ticket access to specific agents. This is especially useful for handling sensitive information.

How Private Groups Work:

• Only agents in the group can view private tickets.
• Agents outside the group cannot @mention or start side conversations about private tickets.

Set Data Retention Policies:

Specify how long Zendesk should retain archived tickets or sensitive data.

How to:

1. Navigate to Admin Center → Data Management.
2. Create a deletion schedule for archived tickets to comply with privacy laws like GDPR.

VI. Monitor Activity

Enable Activity Logging:

Track login attempts, configuration changes, and suspicious activity.

How to:

1. Go to Admin Center → Security → Audit Logs.
2. Regularly review the logs for unusual activity.

Set Alerts for Suspicious Logins:

Turn on notifications for unusual login attempts to identify potential security threats early.

How to:

1. Go to Admin Center → Security Notifications.
2. Enable alerts for suspicious activity.

V.  Secure Integrations

Vet Third-Party Apps:

Only connect Zendesk to trusted apps to reduce the risk of vulnerabilities.

Use API Tokens for Integrations:

Instead of sharing account credentials, generate API tokens for secure app connections.

How to Create API Tokens:

1. Go to Settings → API Tokens.
2. Generate and manage tokens for third-party app integrations.

VI.  Designate a Security Contact Email

Zendesk allows you to designate a single email address for receiving security-related notifications. This ensures the right personnel in your company are promptly informed of important updates or potential security issues.

How to Set a Security Contact Email:

1. Go to Admin Center → Account → Security → More Settings.
2. Under the Zendesk Support tab, enter your company's security email address in the Security contact email field.
   • This field accepts only one email address. If you need multiple people to receive notifications, consider using a shared inbox or a distribution list.
3. Click Save to confirm.

Safeguarding your Zendesk account is just one piece of the puzzle. Small businesses face a wide range of cybersecurity threats, from phishing scams to data breaches, and having comprehensive protection like Bitdefender Ultimate Small Business Security is a must.

It’s an all-in-one solution designed specifically for small businesses, offering advanced tools like email protection, anti-phishing and scam defenses, digital identity monitoring, and data breach prevention. 

Take the next step in securing your business today!

Check out the plans here.

FAQs

What is Zendesk, and why should I consider using it for my business?

Zendesk is a cloud-based customer service platform that helps businesses manage customer interactions across channels like email, chat, social media, and phone. It’s an excellent choice for entrepreneurs and solopreneurs because it centralizes communication, streamlines workflows, and enhances customer support, even with limited resources.

Is Zendesk suitable for small businesses, or is it better for larger organizations?

Zendesk works well for both small and large businesses, but its suitability depends on your specific needs:

• Great for small businesses: If you need a robust, all-in-one platform with scalability for growth.
• Potential drawbacks: Its premium features can be costly, and there’s a learning curve for setup and customization.

Small businesses can benefit significantly from Zendesk when paired with strong cybersecurity practices, such as those offered by solutions like Bitdefender Ultimate Small Business Security.

What Are The Alternatives to Zendesk for Small Businesses?

Several alternatives to Zendesk cater to small businesses with varying needs and budgets. Some popular options include:

• Freshdesk: A user-friendly platform offering similar features to Zendesk, such as ticketing, automation, and analytics, often at a more affordable price point.
• Help Scout: Designed for smaller teams, Help Scout focuses on simplicity and personalized customer support with a shared inbox feature.
• Zoho Desk: Part of the Zoho ecosystem, it’s ideal for businesses already using other Zoho products, offering seamless integration and competitive pricing.
• LiveAgent: Great for businesses that prioritize real-time support with features like live chat, ticketing, and call center capabilities.