Zendesk Sunshine

by Zendesk

Develop custom experiences

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Conversational tools

Bring together different systems to create natural conversations, so customers can message your business the way they’d message a friend. Create personalized, interactive messaging with Sunshine Conversations’ tools and APIs.

Unify messages across channels

  • Grow your business one conversation thread at a time. With a unified channel API, you can send rich messages that work across web, mobile, and social.

Orchestrate from one thread

  • Create a chat experience that switches easily across systems using conversation orchestration. Integrate your existing systems, bots, or third-party software.

Extend functionality

  • Conversation extensions allow you to create custom interactive experiences inside the chat window of any messaging channel. Customers can pick concert seats, or view their shopping cart from right inside the chat.

Apps and frameworks

You don’t need to know code to start working with Sunshine. But if you do, good news. You can meet the needs of your business—and the people in it—by making Zendesk work better for them.

Customize without coding

  • Adapt the agent user interface or tailor your Zendesk in just a few clicks using no code configuration tools in the Admin Center.

Take action with apps

  • Give your agents custom context and the ability to take action by building apps with the Zendesk apps framework.

Embed native support

  • Make support access easy for customers. Integrate support natively into your mobile app, on your website, or in your game with Zendesk SDKs.

Automation and intelligence

No matter where you are in your support journey, there’s plenty of options to make things easier on your team, speed up resolutions for customers, and improve your agent productivity.

Put a bot on it

  • Enable intelligent self-service with bots. Easily deploy bots across every channel—use Zendesk Answer Bot, or connect your own.

Set up a smart workflow

  • Sunshine's workflow tools let you create smarter support flows and provide instant resolutions with intelligent automations.

Low code customization

  • Streamline development and add intelligence to each customer’s journey with features like custom fields and macros.

Integrations

Unify your data and automate work across systems with prebuilt and custom integrations. Connect your favorite apps in minutes, not months, and get a complete customer view that agents can take action on.

Plug in pre-built apps

  • Get up and running quickly with a library of 1200+ pre-built apps and integrations that connect to the most common systems.

Extend with APIs

  • Use a comprehensive set of APIs for near-limitless possibilities to extend and customize your Zendesk.

Create integrations

  • Deliver seamless CX by quickly building custom integrations between Zendesk and other systems using Conversational Data Orchestration.

Build with AWS

  • Use the AWS Events Connector to build complex apps using your customer service data. Power machine learning apps, advanced analytics, and more.

Data

Put what you know to work. Adjust the Zendesk data model so that it’s accessible, usable, and just right for your business. You can capture activity, like when an order is placed, and customer attributes, like their shoe size. All of it adds up to a single view of the customer.

Get a single view of the customer

  • Give your agents a single view of everything you know about a customer. Using APIs, unify information across systems like order history, loyalty status, and web activity.

Shape data to your business

  • Tailor Zendesk to your organization’s unique structure and processes with custom objects. If you’re an IT team, you can track laptops. If you’re in retail, store product catalogs or customer order history.

Put the data to work

  • Create reports and draw insights from your data. With that information, you can build new workflows, streamline processes, and personalize your customer journey.

Security and privacy

Sunshine comes with built-in security and privacy flexibility to help you on your path to trust and compliance. Get even more control over data privacy and protection with our Advanced Data Privacy and Protection add-on.

Scale with Security

  • Prepare for compliance regulations with access control, data protection, and best practices and industry standards.

Keep private data private

  • Accommodate privacy requirements and lower your risk with powerful data minimization and bulk data management tools.

Ensure security with logging and monitoring

  • Keep a complete data record and monitor activity to fulfill your compliance strategy, improve security, and aid in recovery processes.