Does exactly what it is supposed to do

What are the best aspects of this product?

Gives a clear visual of unchecked and pending tickets. What makes me really happy is the integration with Zopim and Salesforce, because I have CRM history of tickets and chats incorporated in the system. Be sure that you won't leave people hanging, as the system notifies you when somebody is waiting for you to answer for more than 1 hour.

What aspects are problematic or could work better?

We're still reporting manually, and we wish to see this changed in the close future. The truth is that we have too many reports to pull off per month, but the support team doesn't really seem to care about it.

What specific problems in your company were solved by this product?

Generally speaking, our support became faster and more efficient. This is the first time that you could call our performance a well-organized process, all thanks to Zendesk.

Are you a current user of this product?

Yes