510:. The leak was facilitated by the marketing intelligence company Nacho Analytics (NA). Branding itself as the "God mode for the internet," NA granted its members the ability to access URLs for support-ticket file attachments from Zendesk customers, including Venmo. Importantly, due to Zendesk's default privacy settings, support-ticket file attachment URLs are publicly accessible unless customers adjust these settings for enhanced privacy. The DataSpii report revealed that third parties systematically accessed URLs almost immediately after their collection, posing a threat to the confidentiality of the sensitive information contained within them.
482:
changed its logo and rebranded to emphasize contacting customers proactively. It added features that turn online reviews and comments into a customer help ticket in
September 2016 and acquired Outbound.io, which helps businesses respond to online complaints in 2017. Zendesk introduced new analytics and automation products in 2012 and 2016. In 2016, it added features that tell customer service agents which portions of the website a customer visited before contacting customer support. That same year, Zendesk added features that attempt to predict which customers are most likely to cancel their subscription service.
384:. The founders started developing the Zendesk software in Svane's loft. Initially, Zendesk was funded by the cofounders themselves, each doing consulting jobs to support their families. Within a few months of the Zendesk software-as-a-service product being released in the fall of 2007, it had about 1,000 trial customers. Initially, interest in the software spread slowly through word-of-mouth predominantly among other startups. Adoption accelerated in 2008, due to an increased interest in responding to customer complaints on social media and after
36:
27:
260:
237:
214:
191:
166:
447:. As of 2011 half of Zendesk's customers were outside the United States. Although the company was not yet profitable, Zendesk's revenues grew five-fold from 2010 to 2012. Revenues grew from $ 38 million in 2012 to $ 72 million in 2013. Zendesk introduced its first app marketplace for third-party Zendesk software in 2012. By 2013, the company had 450 employees.
495:
third-party apps. Part of the social media software acquired from Smooch was rebranded as
Sunshine Conversations, a tool that competes with Salesforce.com. Zendesk's sales automation software was later revamped with Zendesk Sell in 2020, which improved integration with Zendesk's customer support software. Since then, Zendesk marketplace has integrated several
491:
email, and other communications into a single ticket system. An enterprise version of the software-as-a-service product was released in 2018. By that time, 40 percent of
Zendesk's revenue was coming from larger companies. In 2019, Zendesk first released its "Sunshine" tool, which is focused on direct-messaging customers on social media sites.
423:
In 2010, many customers threatened to leave
Zendesk in response to a substantial price increase after new features were introduced. Zendesk apologized, abandoned the pricing, and promised never to change pricing on pre-existing customers for features they already have. That same year, Zendesk created
490:
In 2017, Zendesk added an AI bot that has conversations with customers and attempts to direct the customer to the answer they're looking for. The bot initially had limited functionality, but was expanded in 2019. In 2018, the company introduced
Zendesk Suite, which combines social media, live-chat,
458:
raised $ 100 million. That same year, Zendesk announced its first acquisition. It bought a live-chat company called Zopim for $ 29.8 million. It acquired a French analytics company called BIME for $ 45 million. It also acquired
Outbound.io, which developed software to manage direct communications
494:
Zendesk eventually expanded from just customer service to also managing other customer interactions, such as sales. The company first moved into sales software with its
September 2018 acquisition of competitor Base. Base was later renamed Sell and a Sell Marketplace was created for corresponding
481:
Initially, Zendesk's software was focused on assisting small businesses, but it transitioned to aid larger companies over time. Zendesk also transitioned from a focus on inbound customer inquiries into communicating with customers proactively based on comments they made online. In 2016, Zendesk
520:-based Smooch, for an undisclosed amount. Smooch provided messaging services on websites for live-chat customer support. In 2020, Zendesk announced more tools for messaging customers on social media and enhancements to its customer relationship management features.
499:
to provide more services to the end customers. In 2021 for example, several companies joined
Zendesk marketplace, such as Crowlingo for multilingual data collection, Verse for lead conversion and ViiBE for remote visual support.
542:
in an all-cash deal worth $ 10.2 billion. Thereafter due to the pending acquisition by these firms
Zendesk neither provided shareholder's letter nor held a conference call or webcast to disclose the financial results for the
428:
neighborhood of San
Francisco in 2011. The city and county of San Francisco provided Zendesk with a six-year payroll tax incentive to move to the area in exchange for doing community service.
1657:
554:
operating loss of $ 55.4 million with non-GAAP operating income of $ 48.9 million. In addition to this due to the impending transaction, Zendesk suspended its financial guidance for the
2119:
2129:
2109:
391:
Venture capital investors were willing to invest in Zendesk only if the company moved to the United States, where most of their customers were. In 2009 Zendesk moved to
550:
In September 2022, with the closure of 3rd quarter the financial results were out with a substantial increase in revenue by 20% over the year to $ 416.9 million and
1715:
985:
744:
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513:
In October 2019, Zendesk disclosed that it was hacked in 2016, resulting in a potential leak of information about customer service agents using Zendesk.
2124:
1238:
1066:
626:
1097:
2139:
1370:
527:, formerly SurveyMonkey, for $ 4.13 billion. Zendesk's investors rejected the deal on February 25, 2022 and terminated the agreement due to risk.
2134:
1891:
1293:
1917:
1319:
2014:
1944:
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881:
830:
1968:
1533:
856:
1176:
561:
In November 2022, it was announced that the investor group had completed the acquisition of Zendesk for approximately $ 10.2 billion.
459:
with customers on social media sites. Additionally, Zendesk acquired Base, who developed sales automation software that competed with
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467:
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2099:
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474:
characterized their approach of filing multiple trademark infringement lawsuits covering a wide range of businesses as
182:
1010:
1123:
1682:
544:
1397:
380:
Zendesk was founded in Copenhagen, Denmark in 2007 by three friends: Morten Primdahl, Alexander Aghassipour, and
1456:
1264:
1209:
496:
471:
407:
funding round for an undisclosed amount and a series B round for $ 6 million. Zendesk raised $ 19 million in a
2081:
1789:
1204:
524:
699:
356:, in 2007. Zendesk raised about $ 86 million in venture capital investments before going public in 2014.
2149:
425:
337:
118:
1839:
1041:"Zendesk Buys Live Chat Provider Zopim For Up To $ 29.8M As It Files For $ 150M IPO – TechCrunch"
455:
451:
359:
On November 22, 2022, Zendesk announced that it had been acquired by a group of investors led by
148:
1616:
986:"Zendesk acquires conversational platform Smooch, launches new WhatsApp and Slack integrations"
49:
1999:
745:"From Its Beginnings In A Denmark Loft, Zendesk's Steady Rise To The Top Of The Helpdesk Heap"
539:
360:
341:
279:
59:
506:
In July 2019, cybersecurity researcher Sam Jadali exposed a catastrophic data leak known as
1739:
170:
1431:"Zendesk launches Answer Bot API and mobile SDKs, rolls out Guide Enterprise improvements"
8:
531:
415:
funding round in 2012. This brought total venture capital funding to about $ 86 million.
627:"Consortium led by Hellman & Friedman and Permira completes acquisition of Zendesk"
1987:
1690:
907:
801:"How Zendesk's Founders Built a $ 2.1 Billion Business by Ignoring Investors' Advice"
700:"How This CEO Was Able To Take His Company Public When Everybody Else Was Panicking"
564:
In June 2023, Zendesk announced it had acquired Tymeshift for an undisclosed price.
1815:"More on DataSpii: How extensions hide their data grabs—and how they're discovered"
882:"Enterprise Is So Hot Right Now: Zendesk Raises $ 60M for Customer Service (Video)"
345:
251:
1658:"My browser, the spy: How extensions slurped up browsing histories from 4M users"
530:
In June 2022, it was announced that Zendesk would be acquired by a consortium of
475:
1371:"Zendesk's Pathfinder helps customer service reps see what you're searching for"
1398:"Zendesk can now predict who's likely to stop using your service before you do"
1239:"Zendesk hits $ 500M run rate, launches enterprise content management platform"
1098:"Zendesk acquires Outbound.io to help companies proactively approach customers"
460:
404:
399:. About six months later, they made a second move, this time to San Francisco,
668:
2093:
1694:
775:
551:
396:
1892:"Zendesk moves into customer experience data with $ 4.13B SurveyMonkey deal"
1716:"Still available via Google Analytics: Data slurped from 4 million browsers"
601:
1866:"Zendesk launches Sales Suite, bundling Zendesk Sell, Chat and other tools"
1505:"Zendesk shifts to platform play with Zendesk Sunshine launch – TechCrunch"
381:
98:
1294:"Zendesk launches new tools to help brands get ahead on customer service"
555:
2015:"Zendesk drama concludes with $ 10.2 billion private equity acquisition"
1945:"Zendesk drama concludes with $ 10.2 billion private equity acquisition"
403:. The company raised $ 500,000 in seed funding, which was followed by a
1949:
1153:
1067:"Zendesk acquires BIME Analytics -- but what of the GoodData bromance?"
400:
349:
348:, sales, and other customer communications. The company was founded in
205:
81:
35:
1320:"How Zendesk plans to turn online customer reviews into conversations"
857:"Zendesk Secures Funding For SaaS Help Desk System, Heads To The U.S."
1632:"Zendesk rolls out new products for more integrated customer service"
1534:"Zendesk's latest tools designed to give fuller view of the customer"
831:"Xconomy: Making Customer Support Sexy: Zendesk's Help Desk Lovefest"
444:
440:
1790:"DataSpii - A global catastrophic data leak via browser extensions"
517:
507:
412:
408:
1483:"Zendesk introduces Sunshine Conversations for customer messaging"
669:"Startup Strives to Make Customer Service a More 'Zen' Experience"
1922:
535:
436:
432:
385:
364:
353:
287:
85:
1181:
1011:"Zendesk raises $ 100M in IPO -- and traders love it (updated)"
392:
26:
1563:"Zendesk's Adds Conversations to New Sales and Service Suites"
1482:
431:
Zendesk grew internationally, and offices were established in
411:
funding round in December 2010, followed by $ 60 million in a
424:
its first sales team. Zendesk moved to larger offices in the
228:
934:"Zendesk CEO Mikkel Svane: Complaints Are Good for Business"
2039:"Zendesk acquires Tymeshift for optimized customer service"
2068:
1918:"Zendesk investors reject deal to buy SurveyMonkey parent"
1346:"Zendesk using analytics to understand 'silent' customers"
1591:"Zendesk Aims for Greater Piece of CRM Pie With Sunshine"
523:
In October 2021, Zendesk announced that it was acquiring
2120:
Companies formerly listed on the New York Stock Exchange
503:
By 2018, Zendesk had annual revenues of $ 500 million.
2130:
Software companies based in the San Francisco Bay Area
951:
314:
1457:"Zendesk Launches Zendesk Suite and Zendesk Connect"
602:"Zendesk company information, funding and investors"
2110:
Customer relationship management software companies
1003:
2091:
1683:"Perspective | I found your data. It's for sale"
1363:
1124:"Zendesk expands into CRM with Base acquisition"
1556:
1554:
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1232:
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873:
470:to 49 trademarks including the word "zen". The
1969:"Zendesk Announces Third Quarter 2022 Results"
1915:
1527:
1525:
1498:
1496:
1177:"Zendesk And The Art Of Trademark Maintenance"
1034:
1032:
824:
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336:is a Danish-American company headquartered in
1585:
1583:
1287:
1285:
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977:
959:"Zendesk to expand S'pore office, hire staff"
908:"Zendesk Raises Prices, Pisses Off Customers"
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767:
765:
2078:Historical business data for Zendesk, Inc.:
1857:
1623:
1522:
1493:
1474:
1265:"Zendesk Gets Serious About The Enterprise"
1256:
1205:"Zendesk and the Art of Trademark Trolling"
1029:
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466:In 2015, Zendesk filed oppositions at the
34:
16:American customer service software company
2125:Customer relationship management software
1337:
762:
468:United States Patent and Trademark Office
1966:
1617:"Integrations to keep your summer going"
1389:
599:
2140:Software companies of the United States
1837:
1560:
1428:
1317:
1149:"Startups fighting over the word 'zen'"
983:
931:
905:
854:
717:
686:
443:. In 2017, Zendesk opened an office in
2135:Software companies established in 2007
2092:
2012:
1863:
1812:
1787:
1713:
1680:
1655:
1629:
1531:
1502:
1480:
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1121:
1038:
879:
666:
375:
1962:
1960:
1481:Condon, Stephanie (October 3, 2019).
1454:
1318:Johnson, Khari (September 15, 2016).
1291:
1095:
1064:
828:
773:
454:and was valued at $ 1.7 billion. The
40:Zendesk headquarters in San Francisco
1840:"Zendesk discloses 2016 data breach"
1838:Cimpanu, Catalin (October 2, 2019).
1343:
776:"The tech firm helping a tough area"
1916:Herbst-Bayliss, Svea (2022-02-25).
1864:Condon, Stephanie (March 4, 2020).
1395:
932:Dishman, Lydia (October 14, 2011).
742:
697:
13:
1967:Business, wire (27 October 2022).
1957:
1681:Fowler, Geoffrey A. (2019-07-19).
1630:Condon, Stephanie (May 17, 2018).
1263:Miller, Ron (September 17, 2014).
1122:Miller, Ron (September 10, 2018).
880:Gannes, Liz (September 12, 2012).
600:Dealroom, .co (11 November 2022).
478:, and EFF condemned the practice.
367:for approximately $ 10.2 billion.
14:
2161:
2060:
1764:"Enabling attachments in tickets"
1561:Sevilla, Gadjo (March 31, 2020).
1503:Miller, Ron (November 13, 2018).
1039:Lunden, Ingrid (April 10, 2014).
698:Kim, Eugene (December 16, 2014).
485:
2115:Companies based in San Francisco
743:Rao, Leena (November 16, 2013).
259:
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25:
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1890:Ron Miller (November 1, 2021).
1883:
1806:
1781:
1756:
1732:
1707:
1674:
1649:
1609:
1429:Wiggers, Kyle (June 12, 2019).
1344:King, Rachel (March 15, 2012).
1292:Yeung, Ken (October 26, 2016).
1197:
1169:
1141:
1065:Kepes, Ben (October 15, 2015).
906:Wauters, Robin (May 18, 2010).
325:Footnotes / references
2100:2007 establishments in Denmark
1396:Kim, Eugene (March 15, 2016).
1210:Electronic Frontier Foundation
984:Wiggers, Kyle (May 22, 2019).
855:Wauters, Robin (May 7, 2009).
829:Roush, Wade (August 4, 2010).
774:Locke, Laura (July 30, 2014).
667:Shinal, John (July 28, 2011).
619:
593:
516:In May 2019, Zendesk acquired
472:Electronic Frontier Foundation
305:5,860 (December 31, 2021)
1:
2145:2022 mergers and acquisitions
2105:2014 initial public offerings
1740:"DataSpii Impacted Companies"
1532:Miller, Ron (March 4, 2020).
1237:Miller, Ron (April 3, 2018).
567:
1943:Ron Miller (June 24, 2022).
418:
7:
1455:Watts, Rob (May 17, 2018).
547:ending September 30, 2022.
71:; 17 years ago
10:
2166:
2013:Miller, Ron (2022-06-24).
1813:Goodin, Dan (2019-07-18).
1788:Jadali, Sam (2019-07-18).
1714:Goodin, Dan (2019-07-24).
1656:Goodin, Dan (2019-07-18).
1096:Yeung, Ken (May 4, 2017).
558:ending December 30, 2022.
497:third parties technologies
450:In 2014, Zendesk filed an
370:
338:San Francisco, California
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119:San Francisco, California
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33:
24:
452:initial public offering
388:started using Zendesk.
540:Hellman & Friedman
361:Hellman & Friedman
280:Hellman & Friedman
525:Momentive Global Inc.
342:software-as-a-service
103:Alexander Aghassipour
60:Software as a service
583:Zendesk 10-K FY 2021
532:private-equity firms
463:, for $ 50 million.
344:products related to
1185:. December 20, 2014
1157:. December 19, 2014
965:. February 23, 2017
376:Origins and funding
301:Number of employees
128:Number of locations
21:
1998:has generic name (
1597:. October 11, 2020
807:. January 25, 2017
476:trademark trolling
19:
2150:Permira companies
1794:Security with Sam
1744:Security with Sam
963:The Straits Times
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1619:. 30 July 2021.
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