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.

We have just uploaded 36 new video tutorials to the help section of this site. These cover all the features that are currently present in DeskAway (except for DeskMail) and should make it even simpler for your team to make the most of using DeskAway. Enjoy & learn!

Due to last night’s terror attacks in South Mumbai our office will be closed today. I will be standing by for any support queries that you may have. Please email support AT deskaway.com.

Thank you,

Sahil Parikh

Founder & CEO.