Rock-solid quality at a fair price

What are the best aspects of this product?

It is absolutely reliable! Our organization is using Zendesk since 2010, with me as an instance's head administrator in the period between 2012-2014, and we are very satisifed. During this time, the system experienced no failure, and there were no downtimes, at least not such that I'd remember. What I like the most about Zendesk is the poweful sidebar widget, where we found a lot of channels to add to our marketing sites. Using their triggers and automation took us to an entirely new level of accountability and responsiveness.

What aspects are problematic or could work better?

One could say that their internal spam control is somehow flat and draggy, nothing to be inspired about. Besides, integrating Salesforce with the SFDP Professional Edition could have been much more organized, instead of relying on my intuition to guess what should be done. I mean, markdowns are well-though for an agent, but even those would be better with a wysiwyg editor included. Reports are basic too, even if I suspect the Premium Version to provide for significantly better reporting. You know, with 15 agens on board that are already spending thousands per year, I think we could deserve better than csv exporting.

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

We've gained efficiency by leaving unrelated agents outside of the notification process. Before purchasing Zendesk, we worked with homegrown systems and CMS plugins/extensions to keep notifications coming to all agents. The effect was good but messy, and we didn't get to categorize incoming support requests by products/services, the way we do it now.

Are you a current user of this product?

Yes