- We use Zendesk for internal support needs, IT, HR, Facilities, Admin, etc. I greatly appreciate that our users can interact with the support team exclusively though email, yet the support agents have a full-fledged ticket management tool. No need for the users to load a web page to submit a ticket.
- Zendesk makes it easy to create macros and triggers to automate business practices. We autoclose tickets that go too long without an update, the assumption being it's no longer relevant. This eliminates the need for agents to manually cull their queues.
- The multiple agent roles, especially in the Enterprise edition, allow us to give each business role the access they need without too much access. The Light Agent role in particular is excellent, as it allows our execs to see and respond to tickets without putting the direct support burden on them, and it's free.
- If you want users to interact directly with the Zendesk UI, I think the customization tools for that are somewhat rudimentary. The customized look isn't ugly, but it's not beautiful or a joy to configure, either.
- The triggers and macros in Zendesk still don't understand the difference between business hours and calendar hours. Their metrics plug-in, GoodData, does differentiate, but I can't make rules that say "do this after 4 business hours have passed", only "do this after 4 hours have passed", so weekend and evening tickets skew the system.
- Hosted software means no access issues for agents or users, regardless of where they are. Also no maintenance costs beyond the predictable subscription fees.
- The flexible process configuration (macros and triggers, primarily) means that we don't need manual processes to enforce our SLAs, the tool does that for us. This results in happier agents, happier users, and less confusion overall.
We have no significant issues with the tool, so given the cost of retooling our processes to adapt to a new tool, it would have to offer a major improvement on Zendesk. Given that Zendesk is a leader in hosted ticket systems, I can't imagine what those major improvements might be that would urge us to switch.