Zendesk has made a huge impact on our Support team. We doubled our efficiency immediately!
What do you like best about the product?
The biggest impact with Zendesk Support Suite is the ability to have multiple support engineers collaborate on each other's tickets in real time in a live chat format. This has been a huge gain for knowledge share and collaboration!
What do you dislike about the product?
The initial hurdle we had to overcome was the lack of round-robin support out of the box. Even when attempting to use the Skill system for routing, it was a bit of a challenge adapting our process initially, but out team adapted quickly and it worked well for us.
What problems is the product solving and how is that benefiting you?
Zendesk is helping our Support team with scaling and supporting our clients efficiently and effectively. We are tackling more tickets than ever before (about double or triple from our previous system) and not even breaking a sweat!