This looks interesting (as does linear, which many have brought up). For kitemaker - you probably want a "pricing" on your menu - on mobile it wasn't obvious there was any pricing available (and we'll not be using a gratis service for something as essential as this). Is kitemaker (or linear) intended to also be customer facing? We'd love to switch out zendesk for bugtracking/support tickets, and improve our process v…
May I ask why you want to switch out of zendesk ? I'm reluctant to use it where I am (we have so many badly integrated third party software already...) but some people are pushing a lot for it.
We have a lot of history in our zendesk - and some of our customers are acquainted with the workflow.
I would probably not introduce zendesk as a new tool, but I do not have a clear recommendation on what should replace it.
At a previous work place we were quite happy with Trac - and I was a bit disappointed ttha Apache Bloodhound seemingly died off (it was in many ways an opinionated Trac setup/distribution).
On the other hand, if the other choice was a monstrosity like jira, I'd probably prefer zendesk.
I do think it's important to realise that support ticket (sub)systems are not issue trackers/scrum tooling - and vice-versa. Not all tickets are issues, and many issues are not tickets.
But if the two sub systems have some easy integration, that can still be beneficial. Just don't fool yourself into thinking that it can (should!) all be automated. Good support ticket handling provides real value both for customers and the development team.
[ed: maybe fogbugz warrant consideration?]