Zendesk CRM Overview

The Market Leader in Customer Service and Customer Communication.

zendesk premier partner

Customer Service Importance

A lot of companies have now understood the important role of customer service. Away from the cost center to the profit center. Many products themselves are interchangeable, but customer service makes all the difference in the marketplace.

Your Goal

You want to increase customer and agent satisfaction and use a modern platform that provides you with the perfect basis for future optimization and automation.

The Solution

As a solution provider/agency for customer service CRM, we rely exclusively on the market leader in this area (Zendesk). Zendesk has been around since 2007 and is one of the few solutions to offer customer service CRM software that is compliant with the GDPR.

What is Zendesk?

What is Zendesk and how do you use Zendesk to keep customers and customer service agents  happy?

For questions to these answers and how Zendesk can reduce costs and improve the customer experience, watch our explainer video.

Zendesk CRM Modules

zendesk support


The agent desktop, from which all customer inquiries can be served. This is where everything comes together and forms the centerpiece for users.

zendesk guide


The knowledge base & FAQ section of Zendesk CRM. In addition to the maintenance of articles, here you will also find the contact forms.

zendesk chat


A classic chat is also part of the Zendesk Suite. In addition, there are solutions for chatbots and messaging.

zendesk sell


Focus for Sales. Zendesk CRM's solution for managing your sales opportunities and tasks.

zendesk sunshine


Zendesk Sunshine also offers the possibility to map very special use cases (custom objects). e.g. article databases, asset management

zendesk talk


Zendesk Talk is the telephony solution from Zendesk. Offer your customers a hotline that is very easy to configure.

Kundenservice CRM Übersicht

Typical Zendesk CRM Deployment Areas

Offer your customers a future-proof platform as a central point of contact for communicating with your company. Whether you’re in eCommerce or a manufacturer yourself. With Zendesk CRM, your customers have the ability to engage with their organization on all channels.

Common Channels

  • Classic email
  • Contact form
  • Knowledge base & FAQs
  • Chat and bots
  • Social Media

Common connections and extensions

  • Connection to your ERP or CRM
  • Connection to store systems (e.g. Spryker, Shopify, Magento, SAP Commerce…)

Zendesk is also used by a large number of customers in the B2B sector. Here, channels such as WhatsApp, social media and bots often play less of a role.

Common channels

  • Classic email
  • Contact forms
  • Knowledge base & FAQs
  • Phone

Common connections and extensions

  • Connection to your ERP or CRM
  • Connections to your own backend systems such as PIM, commission systems etc.

Companies with branches use Zendesk CRM e.g. for the support of branch employees. This can be IT & infrastructure issues, but also e.g. technician assignments, janitorial work, etc.

Common Channels

  • Classic email
  • Contact forms
  • Knowledge base & FAQs
  • Telephone
  • Internal employee systems (e.g. mobile apps like Staffbase, Haiilo, ..)

Common connections and extensions

  • Connection to monitoring systems
  • Asset management
  • Single sign on (SSO) via existing systems (e.g. MS ADFS, Azure AD, Okta…)
  • Integration with existing employee apps

In IT and ITSM, Zendesk provides a strong and flexible platform. Offer employees an easy way to get in touch with the IT department. Knowledge bases also increase efficiency here, as simple queries can be solved directly through FAQs.

Common channels

  • Classic email
  • Contact forms
  • Knowledge base & FAQs
  • Telephone

Common connections and extensions

  • Connection to monitoring systems
  • Asset Management
  • Single sign on (SSO) via existing systems (e.g. MS ADFS, Azure AD, Okta…)

Zendesk CRM Suites and Prices

Suite Growth

89 Month/User
  • Ideal for startups and growing businesses. Support for 1 brand

Suite Professional

115 Month/User
  • More professional control of automations, support of multiple brands (5 brands)

Suite Enterprise

169 Month/User
  • For advanced companies, More detailed roles & rights control, Multiple brands (300), Contextual workspaces, Play mode, Knowledge gap detection (FAQs).

Zendesk CRM Consulting, Implementation and Support with Leafworks

We accompany you throughout the entire process of developing and implementing the ideal customer service solution specifically for your company. We develop customized concepts, create plans for their implementation and and realize them. Take a look at some of our previous projects and customers to see how we can help you.



Get to know us without obligation. We ourselves come from both customer service, CRM and technology backgrounds.



To see how you can benefit from a dedicated customer service CRM solution, we needed some insight into your current situation.



Together we define your future solution scenario. Our goal is to be very solution-oriented, to be "live" in a few weeks and to generate initial results and benefits.



We implement your requirements and ideas in the system. Many best-practises from over 300 previous projects ensure results that suit you.



Even after the implementation, we are available with our team to ensure a smooth operation.

Individuelle Zendesk Demo buchen

Some of Our Customers

We serve a variety of customers (300+) in the Zendesk environment.
Our customers include startups with 3 agents to large organizations providing customer service in 30 countries with 999+ agents.

Staffbase Logo Erfolgsstory

“With the help of Leafworks, we managed to complete a mammoth project without a negative impact on users and customers. On the contrary – we were able to standardize customer satisfaction across the entire Staffbase group at a high level and can now offer efficient multi-product support.”

Globetrotter Logo Erfolgsstory

“The cooperation with Leafworks was very pleasant and professional. The transition to a new support system was a big step for us. Leafworks understood our needs very well, communicated opportunities and obstacles clearly, and provided us with excellent advice during the transformation process.”

“The collaboration with Zendesk and Leafworks was characterized by utmost professionalism and reliability from start to finish! […] We were able to start 2 months after the go-live decision and had hardly any teething problems, which is amazing for such a big project.”

Other Customers

With the help of Zendesk CRM, we realize projects in the customer service environment on a daily basis. We take care of customizing, full customization to internal CI/CD, automations within Zendesk up to custom apps and integrations to your backend systems. Let’s talk about how we can improve your CX.
Contact us.

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