The software is awesome, the support team too

What are the best aspects of this product?

We got much more than they promised, because the team never stopped packing the software with cool and useful features. I would also say they're a good company to work with, both in terms of service and interface. My favorite parts of the software are: taking bulk action on tickets; and the fact that I've mastered the skill of dealing with ticket incidents.

What aspects are problematic or could work better?

Triggers are not that simple, but I think this is advantage rather than a disadvantage. In fact, Im happy to 'dig' deeper inside the system, and to learn more setup tricks. I've heard concerns related with GoodData, but I can't really tell whether it is native or not. However, I'd like it to have more data and to be less complicated.

What specific problems in your company were solved by this product?

We were trying to replace one-to-one responses with an integrated system that will provide solid support through knowledge bases and guides, and Zendesk made that possible. We're obviously there to support our community members, but we give them a chance to lool for an answer before we've assigned a person to help them out. Logically, ansswering tickets takes less time than it used to take before.

Are you a current user of this product?

Yes