The most important feature that I was able to utilize the most was the ability to create the different groups in which our support emails came in. Since we had different departments (e.g. Pre-orders, Order Management, Technical Issues, Billing, etc.), It was important to identify these types of cases by having them arrive in the appropriate group.
This feature allowed our team orgranize and assign certain members to a particular group. Without this feature, we would manually comb through our cases which could take forever.
Improvements to My Organization:
This has positively impacted our customer service experience by allowing us to respond to users in a timely manner. Quickly reply back to our users with a listed of saved responses.
A timely and accurate response is all the user can see on their end. When executed perfectly, it can create a an amazing user experience that QA teams dream about!
Room for Improvement:
For smaller environments, some type of tutorial or walk through would be helpful for first time users. Hands on training will speed up productivity and will get agents to hit the ground running with a minimal learning curve.
I'm not sure if there is a way to "train the trainer" process so that our internal trainers can seamlessly train a team quickly on how to use Zendesk, but that would be very helpful and would help when teams scale. Bringing awareness to the features that could easily be missed using a variety of forms will be helpful (e.g. digital newsletters, social media, email updates, etc.) would be helpful.
There were no issues deploying it for us.
We've experienced no issues with performance.
It's been able to scale for our needs.
It had already been in place for a year when I joined the company
I seegreat potential I see in Zendesk and how effective we were in supporting our users with this product. I'm sure my rating will continue to get higher as the company continues to evolve and add on more features.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
May 23 2016