I mainly use Zendesk to keep track of customer requests that take more than one reply to fix. I can leave the ticket with the full conversation, add a note for the next person, and move on without sending them a separate message. The views are probably the feature I use most because I can open Zendesk in the morning and immediately see what is still sitting with me. Review collected by and hosted on G2.com.

I had to spend some time cleaning up the setup. We created too many ticket types and tags at first, and people kept choosing different ones for the same kind of problem. Once we cut it down, it stopped being confusing. Review collected by and hosted on G2.com.