Yara Duchesne
Customer Support Operations Manager · 11-50
1 review written · 4.0 average
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Reviews by Yara Duchesne
★★★★★
Five-plus years of managing Zendesk instances on behalf of multiple clients, and my honest conclusion is that it handles about 95% of what any support team needs without complaint. The ticketing workflow is genuinely solid, the multi-brand setup has saved me countless hours when juggling clients with different queues and SLA rules, and the analytics layer has gotten meaningfully better over time. For an agency context, being able to switch between client instances without losing your mind is something I didn't fully appreciate until I tried doing it on other platforms.
That said, the edge cases are where things get interesting, and not always in a good way. Custom ticket fields with conditional logic break in subtle ways when you combine them with certain trigger automations. I've spent more time than I'd like diagnosing why a trigger fired incorrectly, only to find it was a field-condition conflict Zendesk's own documentation doesn't clearly warn you about. Their support team is knowledgeable but slow on complex issues. Worth it overall, just go in knowing the power-user ceiling has some real cracks.
