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Neither legacy software, nor progressive workflow automation. Stuck in the middle.

  • By Computer Software
  • on 02/13/2025

What do you like best about the product?
In the beginning, it felt easy to use and the triaging and categorisation system was helpful.
What do you dislike about the product?
Zendesk is clearly at a point in its journey where its aiming for maximum money extraction, minimum delivery. We had some issues and their service has been unresponsive, uncollaborative and rude. Its telling when any subscription makes it impossible to get help or cancel.

The product is also ageing and not fit for B2B use. Originally designed around B2C, a lot of our workflows are clunky and constrained by their system architecture, so it all feels quite manual.

I'd stay away and use Pylon or similar if you're building B2B support teams.
What problems is the product solving and how is that benefiting you?
Centralising all of our customer communications and automating the tracking and analytics on our service levels.


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