Gemma Fairweather
Head of Student Support Services · 51-200
1 review written · 5.0 average
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Reviews by Gemma Fairweather
★★★★★
Scaling a support platform across a growing education team is genuinely hard, and Zendesk made it far less painful than I expected. When I first set things up roughly a year ago, our support crew was small, maybe six people handling queries. Now we're at nearly twenty agents across three departments, and the structure has held up beautifully. Adding new agents, configuring views for different teams, and routing tickets by department took me an afternoon each time. Not a project. An afternoon. The macros and triggers have been especially valuable for keeping our student-facing communications consistent even as new staff come in with their own habits.
There are moments where the reporting dashboard feels like it wants to show you everything except the one number you actually need, and that has cost me some time. Customer support has been responsive whenever I've raised a ticket, though occasionally slower than I'd like. For a non-profit working with limited IT resource, the fact that a non-technical person like me could manage the entire rollout and expansion without outside help is the detail I keep coming back to.
