Jade Sorroll

To add insult to injury Zendesk have just announced price increases that work out to a £20 per month increase per agent for us! Ridiculous.

In addition to my previous comment - you are actually driving behaviour to a less secure setup. I have seen clients use an agent account as the admin account and share logins to get around this. If your solution drives poor security/privacy behaviour then something is wrong with the solution.

This is such a poor decision. We need to pay £79 extra per month for a user that only needs to access admin settings and does not utilise any of the other features. Very poor.

With the price increases over the last 12 months, migration of legacy features to chargeable, increase in technical issues and the rise in quality of competitive solutions, this has now prompted us to look elsewhere to assess alternatives.

We have recommended Zendesk to multiple clients and have probably provided 10-20 additional Zendesk customers through recommendations, with no financial benefit to us, purely because the product and service have been excellent. This is unlikely to continue as they have now priced themselves out of the small business market for under 5 users.

I suspect that Zendesk either do not want to lose the additional revenue this generates OR they have underestimated the significance of this.

There is no reason why a non-agent should be charged the same as an agent. VERY poor decision.

Same use case as Ethen - CEO is the owner and just needs access to the admin, billing and no access needed to raise or action tickets, however, an additional unnecessary licence is required.