Tom Gaynor

This change has killed my productivity. I use TextExpander which allows me to type short words or phrases to paste various things into my tickets that I repeatedly do dozens of times a day. Most of them start with a dash and a space. Zendesk now converts that to a bullet and TextExpander keeps the dash and space. Now I have bullets and a dash/space and it looks horrible when I send my notes to my customers. It takes me so much longer to go back and clean up the notes.

My yearly renewal for Zendesk is coming up and I am looking into alternatives. The issue with Safari and having to deal with multiple clicks and sign ins multiple times a day is killing my workflow and efficiency. This problem has been going on for over a year.

Not sure what you mean by "multi operators". Smith.ai has receptionists all over the United States and calls get routed to the first available receptionist. They answer calls from 9 am to 9 pm EST and usually answer within a few seconds of the phone ringing. Their system allows their receptionists to answer the call as if they work directly for my company and they keep a database of our customers names and contact info so they know who is calling. Does that help?

We had to leave Zendesk Talk for all the reasons mentioned in this thread. We are constantly on the go and not having the ability to answer calls and make calls quickly and easily from our iPhones was killing us. We signed up with Smith.ai / Keypad and it has been a game changer for us. Smith.ai is a virtual receptionist service. When a customer calls us, it rings my cell phone, if I do not answer, a live person from Smith.ai answers the call. They text us with who is calling to see if we are available. If we aren’t, they email our Zendesk support email address with a very detailed summary of the call. We use their Keypad app to make calls from our business number.