Dakota Merrill
Customer Support Manager · 201-1000
1 review written · 4.0 average
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Reviews by Dakota Merrill
★★★★★
The integrations are what keep me locked in. After five-plus years of building out our support stack, Zendesk's ability to connect with Slack, Salesforce, Jira, and a handful of internal tools has saved my team from an embarrassing amount of manual busywork. Triggers fire, tickets route, Jira issues spin up automatically. It's not glamorous to talk about, but it's the connective tissue that makes the whole department function smoothly. They keep expanding the marketplace, too, so something new is usually available before I've finished writing the internal request for it.
My one real complaint is that setting up more complex integrations still requires digging into documentation that feels like it was written for someone with a CS degree. Non-technical folks on my team cannot do it alone, which pushes everything back to me or to a Zendesk consultant. The core product is genuinely excellent, and I'd point any mid-market team toward it without hesitation. Just budget time for the integration configuration if you're going deep.
