The switch from email distribution groups was easy. We added zendesk as a group and also a contact card in active directory and we forwarded all of our support/sales/info inquiries to zendesk. We added an SPF record for Zendesk so it wouldn't show tickets being replied to with "on behalf of". Zendesk notes that most people don't need that but it's a key feature to keeping things professional, it's really advertising for Zendesk which is why they say that. Their support during the setup process was quick and helpful. The team plan price seemed pretty reasonable at $25 month to month per user.
They suspended spam tickets with almost perfect accuracy for us which is miles ahead of our outdated exchange server. It's rare I find a legitimate email there.
A few of our support requests always CC a third party and when they reply it is automatically logged as part of the conversation which is fantastic.
I like how the emails look for users when we reply to a support request. It's pretty professional looking.
After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide to mark the email as spam. Okay, well let's try to whitelist our domain... yah, that's not possible. You can't whitelist a domain in Zendesk. Okay, well let's add the email as "support" email in Zendesk. Now two support accounts are emailing themselves, that's not allowed in Zendesk either. I should mention, both of the above solutions were suggested to us by their support staff and then different support staff told us it wasn't possible. Talk about confusing! After unsuspending our email address that was sending signup data into Zendesk, it would happen every other week where it would get suspended and all emails would end up in spam. It was a nightmare, it just never stopped happening. We had to cancel Zendesk and switch. We found GrooveHQ and since the switch we haven't had this suspended issue on any of the accounts that email Groove.
Besides that i've found quite a few annoyances:
When we first set things up, there is a customer setting that says "Also send a welcome email when a new user is created by an agent or administrator". It was checked by default! This lead to all the initial support requests we replied to also getting another email asking them to sign up for Zendesk. It made us look really bad, luckily users alerted us pretty quick as they thought it was a spam attack. It took quite awhile to figure out why it was being sent out in the options. This should without a doubt be unchecked by default.
I like the average First Reply Time chart, but I don't know why you can't compare that against your industry. It would be useful to see what % of companies in your industry reply with 0-1 hours.
There are no desktop notifications in the client! So bizarre, for something as important as time sensitive support requests you would think it would show a notification when they come in. It's pretty unbearable to have to click the stupid refresh icon to see if there are new tickets available and sorry I don't want to get an email when these come in, that defeats the purpose of Zendesk. Either auto refresh or add desktop notifications already!
I wish they had better integrations with Nutshell CRM, they don't allow you to choose which support requests to put into Nutshell, it's all or nothing.
They don't let you dismiss the getting started tab, I'm done with it! Why can't I remove it?
I also don't want the knowledge base feature, I only want the voting on feature requests feature. There doesn't seem to be a way to seperate them. I am looking at potentially using Uservoice for this.
Watch a webinar probably. If you're an SMB definitely don't go with them. Check out alternatives like Groove. The hassle is not worth it. I imagine if we had thousands of workers, Zendesk would probably be the best option, but for the everyday person, there are lots of alternatives.
We solved the classic dilemma of a growing company that had support requests going to multiple people and they would have to coordinate via chat or email who would respond to what. Looking at our first months average tickets and we are almost at 1000 split between 2 people. Now with the little eye icon we can see when someone is working on a ticket and leaving notes is nice too as it stays with the support request and not in an email somewhere.
Before it took quite a bit of communication to what was done and what wasn't done so it made it harder for 2 people to handle support. It was almost more efficient for one person to do it. Now the two of us can go hard on support and I believe our time to finish support requests has dramatically decreased.