New navigation is a definite improvement and the AI tools look interesting -although we have not really tried them yet Review collected by and hosted on G2.com.

Zendesk's main flaw remains that it seems designed for managing a large number of shallow interactions - perfect for support of an ecommerce website or other B to C function - but it is clunky and unwieldy in several ways when managing lower volume, longer runnning issues with deeper individual issue complexity in a B to B context. Excessive email notifications remain an issue - it would be a simple change to allow users (particularly team managers) to define particular conditions or filters to trigger notifications or email alerts when a ticket meets certain conditions.

Blanket 'follow' on tickets, which notifies you on every field update, is just plain annoying when managing a team of multiple agents. I want to set criteria and be notified when a ticket meets them. (To be fair you can techically do some of that using the 'triggers' function but it is way too complex and set up heavy to be practically useful in this way). Review collected by and hosted on G2.com.