What are the best aspects of this product?
My favorite benefit is collaboration on support tickets. I track the responses for a single ticket at a time, and I pass it over to the person that can deal with it. Another thing to appreciate about the software is the rich base of articles, presentations and multimedia, a great idea for customers to familiarize with your products or services. When you have this, you automatically enable different access privileges, and you give more information to loyal customers than random visitors.
What aspects are problematic or could work better?
I was on cloud 9 when I heard there is a mobile app, but it left me brokenhearted. The app is there, yes, but the features are not! I dealt multiple times with the publishing of what was supposedly a private comment, and what annoyed me the most was that there was no 'undo' option to correct this mistake.
What specific problems in your company were solved by this product?
Zendesk is perfect if you want to see your entire team collaborating to provide customer support. You see every request, and you immediately know to whom it should be sent. We don't even get that many requests nowadays, due to the amazing knowledge base.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 month
What is your company size?
More than 100 Employees
What is your industry?
How many people in your company actively use this product?
How long is your contract with the vendor?
Less than 1 year