What's great
Zendesk is reliable. I never have trouble accessing the service and everything seems to work as designed.
What needs improvement
Zendesk feels like a service that was built in 2010 and then never developed any further. Basic, fundamental aspects of the service such as managing macros are an absolute nightmare to try to use. Trying to get analytics out of Zendesk is equally frustrating. I cannot name a single improvement in the last 10 years. I think they might have re-skinned their settings page a year or two ago, but that change only made Zendesk more difficult to use. I have been using Zendesk since we adopted them at Twitter in 2009 or so, and I'm beyond tired of the poorly made program. Once the founders were able to cash out, it seems like Zendesk was left to float aimlessly. I strongly advise against using Zendesk to handle customer support requests.
