Tom Bamert

And the funny thing is that small business most likely make up most of the business, especially for talk.  There is no way Talk meets Enterprise needs with all these missing call center features.

It is becoming apparent that Zendesk has gone down the deadly path of many other software companies.  They are continuing to add products to their software suite and failing to improve their existing products.  Zendesk Talk has been missing feature for years that all of us have been waiting and there is literally no movement.  No road-map, no communication, nothing.

Our organization was growing with Zendesk and now we are starting to look at other solutions because they just don't listen.  We are not going to develop and maintain features using their API when they should already existing in the solution.  

Zendesk, start improving the solution or you will lose customers!

This lack of capability and the current lack of clarity in the documentation is not acceptable for any call center solution. We have been told by Zendesk we can do this with the API, but that is not our job. It appears the focus is purely on more revenue generating features and not on strengthening the current features customer depend on. If this is Zendesks approach going forward, you won’t last long in the market.