Zendesk Suite

The email feature is somewhat lacking. It isn't possible to send test emails to yourself to check how emails look, so you have to create test tickets that trigger certain emails you've added to automations or triggers. Though they support multiple brands, you can't use a different email template for each brand. For testing automations, it would be helpful if you can select test tickets to quickly run through all of the automation conditions. Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a test ticket that match the conditions, which isn't ideal.

Zendesk Support Suite can be expensive at higher tiers. Also it has a steep learning curve making it a little difficult for new or smaller teams to understand and utilize the tool. Interoperability between some modules might be an issue at the beginning of usage period as well.

It could work better about taking less time considering opinions from the clients and not only pushing what they think might help the community. I have provided recommendations that to this day (almost 2 years) still haven't got answers. The platform itself can be improved by your own hand, but there are minimal issues that could be improved by the [sensitive content hidden] of the app and they are busy working on AI instead of fixing some small issues that could help tons.

The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well.

The area that Zendesk needs to focus on is their own support. With their push to move to AI services, they have a very low bar with their own. First of all, you have to navigate the AI chat that never, and I mean NEVER gets what I'm asking. Then, there is a long wait to speak to a human. Very often, they don't ask clarifying questions and provide a link to an irrelevant article. I almost always have to escalate in order to solve the problem we're having. Fortunately, Zendesk has been very reliable so we don't usually have performance issues, but often need support and guidance to troubleshoot, set things up, or change something on our end and I have ended up frustrated with their support all but one time. As the leader of my support team, I would never pay for AI tools that provided this level of support. My other wish is that they provided Admin training and testing free.