I think you probably made a good decision in going for Zendesk. I'm involved in beta testing (non games-related) software from a well-known corporation and they have introduced it recently for their next release. The testing seems to be going much more smoothly than previous betas from them I've been involved in, especially with regard to keeping us updated on the current position with our reports, and a couple of employees have specifically mentioned that they like using the new software as well.