- We needed software to start tracking the different types of customer service issues we receive on a monthly basis in order to start working on solutions to reduce larger categories. We wanted the product to organize customer service tickets and track the performance of those tickets and Zendesk does this very well.
- Some advanced Zendesk settings are hard to find or hard to understand.
- Before we started using Zendesk, the customer service team guessed that they were responding to customers, on average, within 2 to 3 business days. After the first month of Zendesk, I realized they were averaging 10 days! Priority items were being responded to fairly quickly, but the team was letting some items hang out there for quite a while. Two years later we are operating at less than 24 hour response and we receive approximately 1,000 tickets each month. Our customers are pleased.