- Web GUI
- Ease of use
It’s simple enough for my helpdesk level one guys to use, so they actually use it. I can’t relay on end users to submit tickets, so I need to mandate ticket logging by my techs. I’ve worked in environments that used ticket systems that were just to cluttered and complex, so the techs simple didn’t use the system. Zendesk keeps it simple.
For end users who do submit tickets, they would often just respond to a thread from a previous email exchange and the email topic would get recycled even though they were contacting us about an entirely new topic, so tickets would be misleading. They need to fix the email thread response problem
I've been using it for five years.
There have been no deployment issues.
We've had no issues with its stability.
It has been able to scale well for our needs.
It was straightforward.
We did it in-house.
Just buy it. It's worth it, and you’ll be happy.