We started using Zendesk early 2009. Before that we were managing support tickets the old and boring way - using a shared email inbox. Eeek!

Today, Zendesk has completely automated and centralized our support system. Every email to support AT deskaway.com gets logged in as a new ticket that can be picked up by anyone in our team. I think we save 1-2 hours each day, feel good that all support knowledge is stored in a central location accessible from anywhere. Here are the few things we really love about Zendesk:

Extremely easy to use and powerful.
Active rollout of features and new enhancements.
We can set macros, triggers - in other words, save and re-use answers for commonly asked questions.
Super active support and twitter team.
iPhone app for on-the-go support.
We share half the name :-).

If you are looking to automate and centralize your customer service then we recommend you give Zendesk a test drive.

This entry was posted on Thursday, September 2nd, 2010 at 5:14 pm and is filed under Productivity, Sahil's Thoughts. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.