The display of information, compartmentalization of support tasks, and configurability of the tool are extremely good and relatively easy to work with after an initial introductory period. Review collected by and hosted on G2.com.
It's less-structured around more "free-wheeling" remote workforces like our own, where we don't utilize shift work but have ways we'd like to organize tickets. I've spoken with Zendesk folks about this so far, and we're aware that this is a unique thing to how we work, but I'd still love to see it be addressed at some point in the future. It generally doesn't affect how I feel about the product. I would LOVE to have the ability to customize the CSAT scoring or email. Review collected by and hosted on G2.com.
Thanks for leaving a review, Ryan. We appreciate your kind words and we'll take this learning opportunity to improve our services — to be better! Our goal is focused on how the tool will help customers and how it will shape the future of the business. We'd appreciate it if you could visit our community page: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk