{
 "company": "zendesk",
 "as_of": "2026-09-24",
 "choices": [
  {
   "id": "zendesk-p01",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Initial product",
   "statement": "The founders developed a simpler hosted customer-support product.",
   "event_date": "2007",
   "date_precision": "year",
   "evidence_kind": "participant_account",
   "sources": [
    "ZE3"
   ]
  },
  {
   "id": "zendesk-g12",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Pricing reversal",
   "statement": "After customer objections, the company rolled back the proposed changes for existing customers.",
   "event_date": "2010-05-20",
   "date_precision": "day",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE8"
   ]
  },
  {
   "id": "zendesk-p02",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Shared ticket record",
   "statement": "Email, chat, voice and social interactions could become tickets in one interface.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p03",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Business rules",
   "statement": "Triggers and time-based conditions automated support workflows.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p04",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Recommended defaults",
   "statement": "The platform provided preconfigured business rules as starting practices.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p05",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Help center",
   "statement": "Organizations could publish branded self-service content and knowledge bases.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p06",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Customer context",
   "statement": "Custom user and organization fields supported customer-specific workflows.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p07",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Reporting",
   "statement": "Dashboards exposed response time, volume and other service metrics.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p08",
   "business": "Customer service software",
   "category": "product",
   "dimension": "API access",
   "statement": "APIs connected support work to customer, employee and other application data.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p09",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Internal participation",
   "statement": "Light agents could view and privately comment on customer interactions.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p10",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Mobile agents",
   "statement": "Native apps let agents respond to requests on mobile devices.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p11",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Chat acquisition",
   "statement": "The company had acquired Zopim and offered its chat product separately while planning deeper integration.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g01",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Trial",
   "statement": "Prospective customers could use a limited-time free trial.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g02",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Online purchase",
   "statement": "Customers could subscribe with a credit card without direct sales contact.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g03",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Agent pricing",
   "statement": "Subscription plans charged per agent, with different levels of functionality and support.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g04",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Monthly or annual terms",
   "statement": "Customers could purchase monthly or annual subscription plans.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g05",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Transparent packaging",
   "statement": "Plan information was publicly available on the website.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g06",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Inside sales",
   "statement": "Regional inside sales teams qualified, retained and expanded accounts.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g07",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Field sales",
   "statement": "A developing field team pursued larger organizations and cross-department expansion.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g08",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Enterprise support",
   "statement": "Higher plans included round-the-clock support or dedicated account management.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g09",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Services",
   "statement": "Professional services sold implementation, process mapping, migration and integrations separately.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g10",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Training",
   "statement": "Zen U offered online, event and on-site courses tailored to user roles.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-g11",
   "business": "Customer service software",
   "category": "go_to_market",
   "dimension": "Channel partners",
   "statement": "Referral, reseller and implementation partners supplemented direct sales; their revenue contribution was still small.",
   "event_date": "2014-04",
   "date_precision": "month",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE1"
   ]
  },
  {
   "id": "zendesk-p12",
   "business": "Customer service software",
   "category": "product",
   "dimension": "Channel integration",
   "statement": "Box replaced SnapEngage with Zendesk Chat to reduce the number of tools and metrics its agents handled.",
   "event_date": "2017",
   "date_precision": "year",
   "evidence_kind": "documented_offer_or_action",
   "sources": [
    "ZE5"
   ]
  }
 ]
}