Remarkable Helpdesk Product

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?

Zendesk is a bit overpriced for the features you're getting, especially when you have to give access to a large team. At the same time, you can't host a Zandesk applicance yourself. The new UI is not so JavaScript-compatible, and that affects its speed. Then, reporting outside the box is basic or even dysfunctional, and you might switch to GoodData sooner than you think. This means that you will have no problems sending tickets within the organization, unlike sending them to third parties. The truth is, Zendesk is a bit paradoxal-the first and second support line can be lovely and unbelievably helpful, but clueless for some advanced queries or complex problems. Instead of keeping the third one for escalating emergencies, we sometimes use it simply to contact the account rep and to ask for expedition.

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?

Yes