We are happy Zendesk customers for more than a year now. It is our trusted help desk system. One thing that we saw that was lacking as a feature was a way for customers/users to rate our customer support staff. How well did they answer a support query and left the customer with a positive experience?

So, today, we did a minor tweak and signed up for PollDaddy. Since we have 3 agents, we created 3 polls (with their names on it) and using Zendesk’s trigger feature we included the poll link in the email that is sent to the requester whenever a ticket is solved. Simply click on the link, rate us and close the window.

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.