Zendesk
Help Desk Service Review
Review: ZenDesk is a well-designed trouble ticket help desk solution. The ticket constitutes the primary work context of the help desk. A request to your help desk generates a ticket, whether it's sent by email or submitted online.
- An active ticket always has its settings available in a panel at the top of the page - status, priority and type. Here, you control ticket assignments and add comments and tags.
- Macros are automated actions that fills out ticket properties with predefined content. Handy for repeatable tasks.
- Whenever you update a ticket, you can generate a solution or a macro based on the ticket information and settings.
- Below the ticket panel you have the complete ticket conversation, complete with all comments, actions, changes and notifications logged.
- Based on the ticket's tags, related solutions (forum topics) are suggested as well as related tickets. Convenient when working with the ticket. Available as well are various views of tickets associated with the ticket requester.
- Work space real estate is reserved for your own widgets and mash-ups. To tie in legacy data or other web services.
Every Zendesk help desk ticket has it's own unique URL. For example, ticket number #123 has the address http://yourname.zendesk.com/tickets/123.
You can always go directly to a ticket by typing #123 in the search field, available on every page.
