Disapointing experience

Regardless of how much you pay, in my opinion your feedback will be ignored, even if it is widely supported by the community.

in my experience, Zendesk forces you to transfer to their new system, “Agent Workspace,” which lacks major features that are present in the Classic Chat Widget. Despite any arguments, they took the position, “We will not update the old system, so transfer to the new.” When transferring to the new system, Zendesk lacks attention, understanding, and proper support. Agent workspace does not work as promised (later, more on that).

In my opinion, it is horrible support. I cannot emphasize that enough, but every manager in my team constantly complains about the inattentiveness and lack of basic comprehension abilities of Zendesk managers. Unless you involve your personal manager (who does not answer support questions), your issues will be paid zero attention to. In my experience, they will not accept any feedback. Most importantly: if the question cannot be answered with a link or a shortcut, the support team forwards your issue to tickets. Moreover, in 30% of cases, support will resolve the tickets without giving your replies. As a support manager of many years, I cannot imagine the level of disregard for a paying customer who needed to close the requests without a reply.

Agent Workspace: I believe it is very slow performance. The switching between chats is slow to the point it glitches.

Agent Workspace: Automatic translation in chats does not work for mobile SDK. Agents had to switch from a fast service with translation, dynamic content, and other features to a system that has none of these and constantly glitches.

Agent Workspace: Skill-based routing does not work correctly and is limited to the possibilities of the Classic Widget Chat triggers, which is ridiculous - in other words, they took the old platform that had its disadvantages and made a new one based on it, with new bugs and with all the disadvantages the previous one had. The system forces 1 agent to take up to the maximum amount of chats while other agents take 2 chats. The system doesn’t allow flexible routing; you have triggers with all OR any conditions without a combination of those.

Agent Workspace: Some tickets which were automatically created after chats did not close automatically and constantly reopened.

Agent Workspace: All tags will disappear if you renew the page (which has to be done frequently due to the lags). This will make your company unable to create and follow up on any request statistics.