Using Zendesk as a Press Office help desk for journalists


If you think about, a press office is basically a help desk for journalists.

The terminology may differ, but many of the processes are similar. An IT support desk will talk about support tickets – a press office will describe it as a journalist enquiry. Either way, both need to be dealt with and resolved (answered) as quickly and efficiently as possible.

With this in mind, it occurred to me that Zendesk(*) could be a very cost effective way for both PR firms and and in-house departments to manage press enquiries and press information generally.

Set up takes 5 minutes – you have a complete audit trail of how enquiries are dealt with. You can upload lots of standard PR information such as press releases, backgrounders, images, etc. Customisation is straightforward. Twitter integration slick. Plus lots of useful analytics.

And because it is a SaaS based service, you can start small and scale up depending on your needs (it’s ability to scale is amply demonstrated by the fact that companies like Twitter, Groupon and SAP use Zendesk as their help desk software). Cost wise, entry level begins at around £5 per user per month. It’s early days in our use of it, but the potential is obvious.

What do you think?

*Declaration of interest: we are helping Zendesk with PR support around the launch of the new European HQ. But we are also a paying customer – and would happily be using it even if didn’t have Zendesk as a client.

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  1. [...] the more we looked into it, the more we realised that the help desk metaphor could be applied to many familiar aspects of both t…. So we thought we’d go the whole hog and build our entire site around Zendesk. We’ve been very [...]

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