Niamh Castleton
Head of Customer Support · 11-50
1 review written · 5.0 average
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Reviews by Niamh Castleton
★★★★★
Growing from eight agents to nearly thirty over three years could have broken our support operation entirely. Zendesk absorbed every new hire without complaint. Onboarding a fresh agent takes maybe an afternoon now, and the tiered permissions mean I'm not fielding panicked Slack messages every time someone clicks somewhere they shouldn't.
The reporting side has genuinely matured with us. Macros, triggers, custom views, the multi-channel inbox, all of it scales without requiring a dedicated admin to babysit the config. My one gripe is that the higher-tier plans get expensive fast as headcount climbs, so watch the pricing curve carefully. Still, for a growing startup, this is the platform I'd pick again without hesitating.
