Capricorn Ventis Ltd.

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 for customers and employees. Partnered with OpenAI
• 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
• 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

£45 to £205 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

181604347761977

Contact

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

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 interenet connection
  • Windows OS/Mac OSX
  • Browser Configuration

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Typically and 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 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Capventis provides an organisation with a standard support level agreements which are 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

Onboarding and offboarding

• Getting started: Capventis provided customers with the following on-boarding including implementation, training 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.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service has been designed to work on Mobile Devices. As the screens are responsive the layouts will automatically change to fit Mobile and Table devices
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: As an interfacing tool kit, user can use virtually any standard interface to access core functionality and manage services.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service tool allows a user to build customised solution that extract, prepare, manipulate, analyse, visualise and export data in any file format. Any trained user with the correct access rights can create custom Zendesk for their organisation.

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
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

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 alter.

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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Capventis work on client site and adhere to all client security requirements and standards.
• Information security policies and processes: Capventis follow client standards and adheres to ISO27001/2

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: At Capventis we implement a formal blueprint process and pre-agree a statement of work. Development cycles including functional and non-functional testing in a dedicated test environment. Once approved via Internal QA Process, we release for user acceptance testing and then schedule risk-managed promotion to the live environment.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / 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: 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 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.

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

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity

  Fighting climate change

  Our programs and solutions incorporate remote access features, reducing the need for physical meetings and travel, thereby contributing to the reduction of carbon emissions.

  Covid-19 recovery

  Our services support organisations to adapt to new remote work environments and customer service needs brought by Covid-19. Capventis and Zendesk enhance and improve digital interactions between a customer and an organisation, but also between employees and their organisation.

  Equal opportunity

  Ensuring inclusivity by providing accessibility options and multilingual support, allowing all customers and employees to participate regardless of their backgrounds.

Pricing

• Price: £45 to £205 a user a month
• 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

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.