ZenDesk Pros & Cons

I am thinking about implementing ZenDesk for help desk ticketing.  I am new to this product.  What are the cons?
deklinmAsked:
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meko72Connect With a Mentor Commented:
Here is a link (S) that might help you.

http://www.proconlists.com/list/computers-internet/zendesk-pros-cons/1818

http://www.pcmag.com/category2/0,2806,2354453-zendesk-and-salesforce-make-fo&pgtype=1,00.asp

 
CONS

* Competitor Access: We are a small SaaS company in a niche market and would hate to offer up our help documentation for our competition, although they could also pay for an account and get access if they want it bad enough.

* Overwhelming or Confusing for Potential Customers: With any enterprise software, there is the risk of overwhelming new users with all your features and functions as well as not being able to control the flow of information that would be most helpful to their problems.

PROS

* Good SEO: obviously our documentation is keyword rich and could provide lots of good SEO

* Building Community: by having our documentation and knowledge base public, we can invite potential partners and clients to be part of the conversation and this should help keep us on our toes"
 

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Jesse MoraNetwork AdministratorCommented:
The cons for this product in my opinion and for the time I've been using this product are just a few. There is no merge with other tickets inside mobile devices.

Maybe redesigning the interface for mobile applications in general should be done.

I can honestly say that this is a good application overall and we have this implemented in customer service as well as IT.

Recommended!
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