Best scalable support solution
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.
Pros
- Ease of use
- Ease of integration
- Ticketing system
Cons
- 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
Comments
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