As YippieMove has grown a lot in the past few months, we’ve come to a point where simply sharing a mailbox among the Support Team just won’t cut it anymore. We needed retire the ‘shared mailbox’-approach for a more sophisticated and modern ticket management system.
After spending numerous hours researching various open source support solutions, we realized that none of them were really up to for the challenge. Most of them felt very outdated and cumbersome (like OTRS). A few of them looked promising, but lacked the maturity to use in production. We reached the conclusion that we could not use any free tool, so we started looking into the next best thing — A modern SaaS Help Desk.
It did not take very long until we realized that there was one solution that fitted our needs better than all the other options, namely Zendesk. After signing up for a free trial, we were completely sold. The modern interface, the ability to integrate it into YippieMove with a sub-domain (support.yippiemove.com) and ability to customize the look and feel really impressed us. What made us even more impressed was how easy it was to integrate it into our existing system. It took us less than 6 hours to switch from our old system to have a production ready help desk that even features Single Sign-On (thanks to Jon Gales Django hack). Quite frankly, Zendesk exceeded our expectations.
The only thing we could possibly complain about Zendesk is the pricing (it a bit steep) and the lack of SSL in the lower-tier plans.