Kissmetrics gives very helpful funnel reports. We tag important events and learn everyday how many people are getting to those events. We’ll see where people are dropping off and where they’re coming from. It’s pretty robust. You’ll see what budgets get put in, what cities get clicked, what airport they are searching from and referral sources. It could be more user friendly. Kissmetrics is good to see things in the aggregate but hard to identify one person and see their experience through the funnel.
I don’t use Zendesk too much, but it is one of our channels. One of our corporate partners uses it for customer service and we are the ultimate business for that partner, so we use it whenever they get a question.
We used to use Blossom. I liked Blossom better, but my developer wanted to use Pivotal Tracker. The benefit of Pivotal Tracker is a “velocity meter” which predicts how much work you can get done. It helps you not assign too many assignments in one week. However, it relies on the developer assigning a point scale to each project which gives them the ability to minimize their workload. It also doesn't track my time that much, like putting in fields for due dates. I also don't think the layout is very user friendly. I’ve been thinking about switching back to Blossom; it’s more user friendly and has better UI/UX.