Jasmine

The people have spoken: We need to be able to unmerge!

ZD, your competitors have sophisticated features that this platform needs to address in order to stay relevant. Those competitors allow streamlining tickets from various channels (chat, email, phone call) into user-based filtering AND you can undo your booboo if you merge a new user's phone call into an existing user's chat session.

Zendesk and its concept & culture were enchanting when I first used it in 2014. But in 2021, it's time to step it up and adopt ESSENTIAL modern features implemented on other platforms. Don't take advantage of brand loyalty simply because you're already bringing in the money.