Zendesk is ok
Overall Satisfaction with Zendesk
We transferred from a highly customized front end ticketing system based on dynamics CRM 2007 to Zendesk this year. This is used by our support department /R&D/Sales to support our customers. IT allows us to service our customers and support them in the way that was needed.
- Customer contacts: can import from Salesforce
- Mobile app: excellent and easy to use
- UI: easy and intuitive to use
- Salesforce side of the app causes issues and we need to turn it off to deploy
- No easy import function: I.E no csv import, you must use the api to import and the APi only accepts one import per call.
- Due to the complication in rendering our old cases into JSON and then looping through each case individually what should have taken a few hours took 2 months,
- Need to use api's for anything fancy