After reading these last messages, like I said before, I have to stand up for Zendesk. Because I work at a software company too, I know what it is like to promise, inform, develop and deliver.

When a certain feature is not present in the product, it doesn't mean that the complete product sucks. For instance, when a light in my car is broken it disturbs me at first. But after a couple of days I don't even see it any more. The most important thing is that the engine keeps on running.

If somebody from Zendesk is kind enough to answer one of the questions in this thread, do not use his answer as a weapon against him. If he says that Zendesk is developing the requested feature, then this answer is a service to inform you. If you keep using these answers to fight Zendesk, then eventually Zendesk will stop offering this service. Because everything they say to keep the customers happy will come back as a boomerang in their faces.

And besides, we are not the ones to judge about the complexity of our desired change. None of us are working at Zendesk so none of us is capable of doing such an assumption.

If you are in need of a certain feature, you can either develop it yourself as an app, or you can either ask Zendesk to modify in their product. If you choose for the last option, it means that sometimes you have to wait.

And yes, that waiting sucks for me also the first few days, weeks or months.. But hey, as long as the engine keeps on running, right?