[scosman]

We switched to Groove from Zendesk (which was awful). We're happy with it. I do wish it had better reporting. It also has occasional hiccups (missing emails, report numbers inconsistent).

Helpscout looks promising.

[scosman]

oops. We migrated from Desk.com, not Zendesk and it's too late to edit this comment. Zendesk could be an amazing product.