What are the best aspects of this product?
If teamwork was your issue, you've arrived at the right location. With Zendesk everybody can see the ticket that has been received, and to contribute for a solution through the amazing internal notes. It's much like simple forums, but aren't those what we need in our day-to-day work? The UI is also the least clunky one I've ever seen in a similar system.
What aspects are problematic or could work better?
If I could, I would change the way in which tickets are exposed in the back and forth thread of the user that submitted them. This is not bad per se, but it's not so intuitive either. I've seen users struggling to find the attachments, or failing to reply to a comment just because they didn't see it coming. Another thing that users mess up is adding more people on the same ticket: they do it over and over because they don't see that the action has been confirmed. I prescribe this to people's email experience, and I think that some email-like messaging is a good thing to request from the development team.
What specific problems in your company were solved by this product?
Now, we are an organzied team that deals with all sorts of inquiries in due time. I'm sure that the program has many competitors, but they cannot be that advanced.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
What is your company size?
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