Ben Rowland

Hey cool, I've got a meeting with my Director tomorrow, we were going to go over some process and tooling changes, but perhaps I should be running those by the ZenDesk dev team to make sure they meet their best practices standards...

We just had something very similar happen as well.  One of our agents added some internal notes to a ticket and one of our customer end-users just replied to the internal note in a public reply.  Have double checked and confirmed that this user is not an agent or light agent and should not be able to see this under any circumstances.  This is a pretty significant issue and I look forward to getting this resolved. 

This worries me a lot.  We've been growing our team tremendously over the past few months,and I've been pushing to go all in with ZenDesk.  In fact, I found this discussion as I'm trying to make the business justification for moving from Professional to Enterprise Suite (including Talk) and seeing this doesn't fill me with confidence.  Is ZenDesk focused on delivering solutions for small and growing teams, or are they punching above their weight, targeting big companies, and alienating their customer base? 

I don't understand why there's so few opportunities for customization within ZenDesk.  There's no such thing as one-size-fits-all, so it only makes sense that we be able to adjust and tweak as necessary to best suit our needs.