What are the best aspects of this product?
I like almost everything about it: creating forums, customizing tickets with macros and custom fields, defining the entire workflow with macros, pulling off great monthly reports and comparing between departments, being able to help customers and to fulfill their customization requests.
What aspects are problematic or could work better?
I don’t think they're too concern about spreading news on major releases, neither do they resond in due time. They will do what you want, but that can last even 5 days. I also find the interface unfriendly, or it is just me that doesn't feel comfortable being routed between several levels. Some features are completely absent (rating comments with CSV, FRT time calculation, etc), or available only for more expensive plans.
What specific problems in your company were solved by this product?
Luckily, the number of customers is growing every year, and we need an always-improving system which can pay enough attention to each one of them. With Zendesk, we have an online-based app where each customer can log in and make a request. Our working routine is highly automated, and we have a great forum which involves all the members of our community.
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?