Great help during trial. Non existing communication after I payed for 12 months

What are the best aspects of this product?

Once set up it's pretty easy to use as a ticketing system. And easy to take ownership and transfer ownership of tickets.

What aspects are problematic or could work better?

They pride themselves with Zendesk being a ticketing system which is good but what customer support system doesn't have a way to write a new email to a customer? That's very surprising to me.

The biggest problem for me is that their agents know too little about their product and they tend to promise things during the trial that aren't true. Once I start paying, it became obvious but then it was too late. No refunds and no willingness to help or own the promises made by their agents during the trial. Once these things became clear, I stopped receiving responses to my emails. They just decided to hide instead of owning it. Very disappointing. I can't very well recommend them after an experience like this.

What features/services would you like to see in future versions of this product?

More than 1mb file limit in the cheaper subscription
Better options to send emails to customers.

Not a feature but Zendesk really need to own their mistakes.

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

None really, it just made ticketing a bit smoother but since there are things that don't work for us now, Zendesk is just a cost because we can't actually use it.

Are you a current user of this product?

Yes