Capventis

Zendesk

Capventis is a reseller and premier partner of Zendesk. Specialised in the implementation and optimisation for Zendesk for Customer Service, HR, ITSM, and complex use cases for customer-facing and internal teams. Zendesk is a SaaS platform that allows organisations to interact with their customers and employees, across any channel

Features

• Omni-channel interactions: Email/Web/Phone/Chat/Answer Bot/ WhatsApp/ Social
• Unified agent workspace to see all requests in one place
• Automated workflows
• Self-service portal for requesters and employees
• AI powered chatbot with images and workflows
• Advanced AI capabilities using Zendesk AI and CoPilot
• AI powered workforce engagement management (WEM) and quality assurance (QA)
• Available in multiple languages
• Various integration capabilities: marketplace apps, connectors and an open API
• Extensive dashboards and reports

Benefits

• Reduces operational cost through efficiency (reduce requests, tasks, handling time)
• Improves customer and employee eXperience
• Improves agent eXperience (simple tasks automated, easy to use)
• Improves productivity and efficiency
• Reduces reply and resolution times
• Provides 24/7 service in multiple languages
• Customisable to the organisation, including branding
• Scale with your organisation, including teams, volume, regions and channels
• Exceptional time-to-value (TTV), total cost of ownership (TCO) and ROI
• Seamless integration with other tools

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at marketing@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

181526418134014

Contact

Brian O'Flynn
+44 845 313 8696
marketing@capventis.com

About the service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
  • Location and geospatial data management and analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Zendesk is a hosted solution only and is not available for on premises. Therefore, Zendesk requires a high speed internet connection to all user to access the software.
• System requirements:
  • High Speed Internet Connection
  • Windows OS/Mac OSX
  • Browser Configuration

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Typically the initial response is given within an hour.; Support times 9:00hrs to 17:00hrs, Monday to Friday (BST); Weekend support can be provided by special request
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Zendesk actively tests its Web Widget (especially the newer messaging version) for accessibility, conducting third-party audits against WCAG standards (like 2.2 AA), involving users with disabilities, and integrating testing into its development lifecycle to support assistive technology users, though they encourage using the modern Web Widget for best results. These processes confirm that the interface structure and controls are accessible. However, it is crucial for buyers to note that the final accessibility of the content created and deployed within the webchat remains the customer's responsibility to ensure compliance.
• Onsite support: Yes, at extra cost
• Support levels: Capventis provides an organisation with a standard support level agreement which is delivered on a flat fee structure basis. The support levels escalation procedure process is as follows with the first response is with level one, the Technical Administrator who reports directly to level two support the Technical Account Manager who works together to resolve the technical issue. The next level of support is to the Digital Solutions Manager has solid knowledge of the cloud support solution. At Capventis, the protocol if the issue remains unsolved it is escalated to member of the senior management team (i.e. Operations Director or Managing Director).
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Capventis provides customers with the following on-boarding process: design solution configuration, implementation, training, UAT, go live support, post go live support, and bespoke consultancy.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: The data can be extracted to .csv & xml files
• End-of-contract process: There is no additional cost at the end of the contract. The entitlement to use the software ends.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Available through the vendor website

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Web gives access to almost all functionality: advanced views, triggers/automations, admin center, channel configuration, marketplace apps, full reporting and dashboards.​; ; Mobile focuses on core ticket actions: viewing queues via Views, reading customer context, replying to tickets, adding internal notes, applying macros, changing status/assignee, and receiving push notifications; some advanced or niche features from desktop are not available or are cut down.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service interface in Zendesk is the agent-facing workspace where support staff view and manage tickets, conversations, and customer context in one place. In modern accounts this is typically the Zendesk Agent Workspace, which unifies email, messaging, chat, and voice into a single ticket-centric UI.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: To both identify and confirm the remediation of barriers, we conduct the following: third party audits, triage of customer feedback, user research, internal manual and automated testing, and internal usage of the products using assistive technology. Our Product Development organisation runs an ongoing quality program, tracked against the industry standard. In this program, we strive to catch and avoid issues as early in our release cycle as possible, starting with design, through development and testing through checkpoints, tooling, and automated and manual testing. We base UI wherever possible on our Garden Design System where accessibility improvements can be leveraged by all products. We also offer ongoing employee training.
• API: Yes
• What users can and can't do using the API: Zendesk’s APIs let you programmatically create, read, update, and delete most core objects (tickets, users, orgs, etc.), automate workflows, and integrate Zendesk with other systems, but they are constrained by product limits, and security rules. Users can extend workflows and data flows; they cannot bypass plan limits, ignore permissions, or fully control every UI‑level feature via API alone.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What buyers can customise:; 1. Help Centre Themes: Customize colours, logos, layouts, and structure to match branding.; 2. Content & Search: Search knowledge base articles, view/submit tickets, and interact with community forums.; 3. Ticket Fields: If an admin enables it, users can sometimes edit certain custom fields on their own tickets. ; ; How user can customise (Admin controlled):; 1. Zendesk Guide: Admins use the 'Customise Design' section to change themes, add branding, and control layouts for the self-service portal.; 2. Marketplace Apps: Admins can add apps (like specific customer view apps) that give users more control over their view of tickets or information.; 3. Custom Fields: Admins can set fields to be editable by customers in their portal.

Scaling

• Independence of resources: We can provide dedicated hosting for high-demand/highly resilient customers. We can, therefore, provide physically or logically separated instances that also prevent users and customers from accessing resources without appropriate authorisation. We can also leverage state-of-the-art intrusion prevention mechanisms and load-balance between server instances to ensure that all users receive a good quality of service.

Analytics

• Service usage metrics: Yes
• Metrics types: Users are able to pre-build real-time operational dashboards supporting monitoring of KPI's for the following complimentary areas.; ; a. Customer Satisfaction; b. Support Operations; c. Agent/Team; d. Community Usage; e. Knowledge Base Usage; f. Search Effectiveness/Ticket Deflection; g. Omnichannel Operations
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: A user can export their data by using the Zendesk API.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Zendesk Solution
• Approach to resilience: Please refer to Service Description Document
• Outage reporting: Yes, we do include public dashboards, an API and email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access restriction depends on client requirements but can include a range of authentication and control mechanisms as needed.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Capventis works with clients and adopts their security standards.
• Information security policies and processes: We follow industry best practice, including ISO 27001/2 and NIST.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Capventis implement a formal blueprint process and pre-agree a statement of work. Development cycles include functional and non-functional testing in a dedicated test environment. Once approved via internal QA processes, we release for user acceptance testing and then schedule risk-managed promotion to the live environment.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We regularly patch systems and actively maintain/enforce security policies and procedures. Within the procedures, we include client-specific security requirements along with current industry best practice.; Internal assessments involve all relevant parties, including clients. We assess in accordance with both industry standards and relevant project requirements. We employ active monitoring processes to highlight issues as soon as they occur. Additionally, we employ network hardware and software to protect our systems. We gather information about potential threats from our suppliers, antivirus companies, clients, trusted technical media, telecommunications providers, and internal resources.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We identify potential compromises in several different ways, some dependent on available services within client or supplier environments. Manual checks and software monitors and alerts us to potential network attacks and/or breaches.; We raise issues with senior management and instigate detailed investigations and associated threat assessments immediately. If necessary, we quarantine the machines and network segment(s) affected and/or close down compromised devices. We can then address the issue within a quarantined environment before determining how to restore services and resolve matters arising.; We also employ third parties to test services, and support clients in testing or monitoring for incidents.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We use a ticketing service within our CRM system where clients can raise, respond to, and track incidents. We also provide ‘front-desk’ support calls, where clients can call and raise issues via telephone.; For common events, we provide a client Wiki and for more complex client environments, full troubleshooting guides and supporting documentation. We flow-chart common issues to ease resolution, and review processes regularly to resolve/remove regularly occurring or more common issues.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The trial version of Zendesk is for 14 days
• Link to free trial: https://www.capventis.com/contact-us

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at marketing@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.