Two months ago we began switching over to ZenDesk to manage support queries for Turbine. Once our new website goes live later this year, the changeover will be complete but we’ve been using it for support requests and tickets and it’s been great. It gives us good data about our level of service and helps us do a better job for our clients.
In the last 30 days we have been very responsive and got great feedback from users (see graphs). Big pats on the back all round. But we’re looking to improve the system further with a better library of support information and online chat. But that’s coming soon.