Robust tool
What do you like best about the product?
As an admin, there are a lot of custom rules and workflows that you can set up for your team, and that is really useful.
What do you dislike about the product?
As an administrator, I don't like how you can't delete staff/agent accounts from the admin portal, you have to go into Zendesk support to "downgrade" them to an end-user. Its clunky and has left unwanted artifacting after employees have left in the past.
What problems is the product solving and how is that benefiting you?
Customer support is robust