The system and staff are fantastic

What are the best aspects of this product?

I appreciate that the vendor keeps adding new features and continuously improves existing ones. The app has a simple and easy to use interface. I like that I can have a master ticket and store incidents under it. Plus, I can take bulk actions on tickets.

What aspects are problematic or could work better?

The triggers are a little advanced, but this is a good thing as I can do a lot with them. However, you need to invest time to set them up properly. Can’t really call this a drawback. I’m not sure if GoodData is native, but it would be great to easily access and sort through ticket-based data. Finally, GoodData offers a somewhat difficult user experience.

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

Zendesk is helping us in many ways. Our company has reduced one-to-one responses by creating a useful community system of user guides and knowledge base articles. Our community members are using the app to answer questions to resolve customer issues. The app has helped us to reduce the overall time our agents spend in answering tickets.

Are you a current user of this product?

Yes