Overall Satisfaction with Zendesk
It is used as the primary form of support for our publishing platform. It appears on all of our pages and we get a wide range of questions from publishing to overall use of the site. It is also used to uncover bugs found by our internal team.
- Ease of use
- Ease of integration
- Ticketing system
- Navigation in the web view is a little tricky
- Customization of FAQ section
- Feature for auto-replies based on keyword search of question
- I like the rollup each month on how our response rate is going
- It pushes us to keep response time low
- We like to clear the ticket queue out each day