Easy to use application

What are the best aspects of this product?

It was easy to set up Zendesk for our company’s needs. We quickly had a good number of agents assisting our end users with their various needs. We have customized Zendesk for our requirements and it has expanded our IT help desk to a one-stop solution shop for various requests.

What aspects are problematic or could work better?

End users find it confusing about where to look for their submitted tickets. We ask them to check ticket status through the web interface which now leads to the knowledge base. Because of this we had to retrain our end users to find tickets easily.

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

Our end users use Zendesk to resolve their IT and computer issues. Our agents are using the system to fix issues without wasting time on phone tagging or sending technicians to the sites. Plus, when an office needs supplies, they use Zendesk to make the request and their need is resolved by the concerned agent.

Are you a current user of this product?

Yes