What are the best aspects of this product?
The product itself is remarkable for processing support tickets, even when used on large instances. I find it to be very reliable, since I've faced almost no downtime at all. I am honestly impressed by the capability of triggers and automations, and the fact that I can combine them in a personal ticket routing system. The API is also remarkable, and you can do some serious self-directed exploring to familiarize with every aspect of the system. To me, this meant that I can write custom apps that feed Zendesk with information, or even scripts that can carry out my bulk operations. The open-source API wraper of Zendesk supports my programming language (ruby), and is also available on GitHub.
What aspects are problematic or could work better?
What specific problems in your company were solved by this product?
Zendesk is our primary customer support tool. Thanks to it, we offer effcient and timely service, and we spare ourself the effort of developing and maintaining a personal helpdesk.
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 year
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?