We use zendesk for outside International support as well as the internal assistance for our developers. We have clientele all over the world, who are able to have their cases submitted and reviewed quickly. Stock answers are put on macros and the assignment functionality amongst the other members of the teams helps.
I believe that the Zendesk tool is extremely useful to identify and monitor service cases for a great number of clients quickly and efficiently. The Zendesk browser based and mobile based application allows me to respond to clients immediately and with little wait time. The assignment rules are quite helpful as well as email notification for incoming cases.
Zendesk is scalable, but takes some thought in your organization. The application for the mobile phone helps. The addition of Macros and end users are quite helpful and save much time. The one issue is reporting. Even though we use the interface of GoodData, it would be helpful to have some stats in the application. Ultimately it is a great product and has helped us streamline our support function greatly.
5 - We go from 1st line support to level 3 support. The departments can assign the cases as they come in to quickly resolve issues. Our level 2 and 3 are individuals that are extremely intimate with the software application and who can quickly respond to the end users questions pertaining to our software
2 - Patience is the most important. You need to think about what you want to do and hopefully the platform can do this. Generally that is the case, but always requires a bit of research. I have incorporated MACROS, added new categories and email forward. Each of these took of time to complete.