We’ve been using Zendesk now for nearly 6 months, and I have to say, it not just us who are pretty impressed. We’re recorded 100% client satisfaction since the start of the year; to put this into context we’ve dealt with over 400 support tickets.
April was a steady month; 30 support requests dealt with by 100 “agent touches”. A touch is defined as an action carried out by us suggesting that each ticket requires 3.3 touches. We’re learning all the time, and our client response time is down to a couple of hours; often that’s us simply responding to the initial request but either way it’s good client support and is reflected in our 100% rating.