I switched to ZenDesk when it became too much to manage requests in GMail. It works fine, but I noticed a drop off in user engagement which I think was due to

I switched to ZenDesk when it became too much to manage requests in GMail. It works fine, but I noticed a drop off in user engagement which I think was due to the more 'formal' looking way support tickets appeared. When I was just responding to email I would invariably get back a positive acknowledgement if the problem was solved, now a good proportion of tickets never receive a reply from the user. I could follow up with them ... but that takes more time too! I'm think of switching to SupportFu who were mentioned here a while ago ... the end user experience feels just like a person-to-person email exchange rather than dealing with a ticketing system.