Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!

I have never worked directly with Zendesk support, but when I have asked the people in my organization who do, they have always gotten back to me quickly with solutions to my questions/problems. When I have requested features be adjusted in Zendesk by the managing user, these changes are made quickly, even when I know the managing user does not know the answer off the top of her head. This tells me that she is able to get the answers she needs to solve the issue promptly.

Zendesk is a great solution for managing a lot of requests coming into a department or multiple departments. The internal communication features are extremely helpful for resolving issues. However, if you don't have a dedicated team of people who have bought it and are very familiar with the product, training and getting people to like Zendesk can be challenging. The user interface is not always intuitive and can be particularly difficult for less tech-savvy users. I recommend Zendesk for more internal use and communication among an early adopter demographic.