Extract from Onna’s article “The beginner’s guide to Zendesk eDiscovery”
Welcome to the beginner’s guide to Zendesk eDiscovery, where we’ll cover everything you need to know about eDiscovery for Zendesk, a cutting-edge Customer Relationship Management (CRM) software focused on helping businesses improve their customer experience. From an advanced ticketing system to AI-powered answer bots, Zendesk’s suite of products helps businesses automate their customer support efforts with an all-in-one solution. Managing 170,000 accounts across 160 countries, Zendesk hit its $1 billion revenue milestone in 2020, cementing its status as a top CRM contender.
Our increasingly remote world has only added to Zendesk’s momentum. Working from a distance has pushed companies to prioritize connectivity and communication in all areas of the business, and customer experience often sits at the top. Customers are, after all, the lifeblood of any business — which makes their requests, questions, and complaints (and support agents’ responses) critical data. A single Zendesk ticket can hold sensitive communications, attachments, and personal information that may become relevant for legal and regulatory reasons. Having a way to easily find and produce the right data is essential, which is why having a Zendesk eDiscovery strategy is quickly becoming a priority for many companies.
In this guide, we’ll help you understand how Zendesk works, what kind of data it holds, and how to collect that data. We’ll also leave you with a flexible Zendesk eDiscovery strategy you can adapt to your needs.
