Product(s): Zendesk Support
Overall Comment:"we just moved over to Zendesk and it feels a little cumbersome and outdated compared to others, although there are some good things about it"
the ability to connect with jira and other tools
the interface - it is so outdated and "dinosaur-y" old looking and difficult to navigate with term names that could have been as simple as possible but made impossibly difficult (for example the term macro is used for workflows AND canned replies)