What are the best aspects of this product?
Zendesk is an intuitive and simple tool, and it can be distinguished from its counterparts by the fact that there is no Hide and Seek game involved in using it. Everything is where it should be, issues can be tagged and tracked properly, and improvements are introduced all the time.
What aspects are problematic or could work better?
I can't make more charts for each group when an action is being performed. Take Technical Support and Customer Service as an example: there is only one chart per group.
What specific problems in your company were solved by this product?
Quantitative tracking and analysis of problems, consequently leading to improved products and a better website. Tagging, for instance, allows us to see how many of our customers dealt with a certain issue.
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?
What is your industry?
How many people in your company actively use this product?
How long is your contract with the vendor?