To process ticket requests, Zendesk is the best solution.
What do you like best about the product?
Editing tickets works wonderfully, it is easy to understand and also easy to convey to new agents. Setting up and integrating a Zendesk is also quite simple, and the maintenance is really straightforward and works wonderfully. That's why, for me personally, even after several years and daily use, Zendesk is the best solution for handling tickets.
What do you dislike about the product?
Unfortunately, the chat is falling by the wayside. The widget just doesn't look nice, and the experience for both the user and the customer service employee is simply not great. Intercom does this better, which is why we also use Intercom for our chat. I would wish for Zendesk to improve in this area so that we can use Zendesk again for both ticket and chat support.
What problems is the product solving and how is that benefiting you?
Our customers create ticket requests when they have issues with our products. We use Zendesk to respond to these and to get an overview.