Roisin Mulcahy

Customer Support Operations Manager · 1001+

1 review written · 5.0 average

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Zendesk· Apr 28, 2026
★★★★★
Six months into a full enterprise rollout and I'm genuinely impressed, even after hitting some real edge cases. Bulk ticket merging breaks down past a certain volume threshold, and conditional ticket fields get finicky when you're stacking more than four or five logic layers. Neither killed us, but both cost time to work around.
That said, Zendesk's reporting suite and multi-channel inbox are exactly what a sprawling support operation needs. Their support team walked my crew through every weird configuration snag without making us feel like a burden. The limitations exist, but the product earns its place.