What do you like best about the product?

Zendesk as a product is solid. The platform is feature-rich, stable, and integrates well into our tech stack. From a support operations standpoint, it does what we need.

However, the account management experience has been extremely disappointing. Communication is slow and unresponsive. Simple requests — like retrieving a copy of our contract — take multiple follow-ups and weeks to resolve. I'm currently 13 days and 8+ emails into a request and still don't have what I need. It's frustrating to be satisfied with the product but feel unsupported as a customer.

Anytime I need to deal with my Account Manager I already know I am going to end up frustrated, and this company is so big you can't find any managers or high level people to complain to or help get a resolve.

What do you dislike about the product?

Account Management support is dismal at best.

What problems is the product solving and how is that benefiting you?

Allowing customers to easily reachout and get help with platform issues or questions.