mws

We moved away from Zendesk last year, and I'm so glad we did. What a simple issue to have so much feedback from your customers on and then just completely ignore it. Some things can be termed as an "extra feature" - but this is not one of them. Having a simple area that refreshes to show new tickets is absolutely a given/standard for any ticket system. Imagine if Gmail (or....literally any email client!?) said this wasn't available but "they'd consider it as an extra feature".

Well, the day has finally come. I'm so excited to share that we're finally off of Zendesk. Moved to Helpscout earlier this month and it's been such a breath of fresh air. The point here isn't to promote HS, though.

Our whole support team is so glad we don't have to deal with the following issues any more (and, is very regretful we didn't make this change sooner) :

- This issue...insanely struggling with browser performance and autocorrect not working. 

- The ticket views not automatically refreshing (seriously, how is this acceptable? It's 2023)

- Horrible/painful handling of CCs in tickets where multiple emails need to be Ccd in.

- Thoughtless handling of primary/secondary/multiple emails for a single contact. Basically, you can't give a contact multiple emails, you have to create a separate contact for each email they'd like to be notified at. Ridiculous.

In the years we've been with Zendesk, no new features have been added; and if anything, features have been "broken"/degraded. Zendesk is the most basic solution for ticket management, and cares not one bit about listening to their users. I hope to see even more solutions recognize this, listen to what their users need, and build more alternatives that make sense instead of using Zendesk. 

I've been waiting for this day to be able to unsubscribe to this thread. Best of luck to all of you, and hope you find an alternative that works for you.

Well, the day has finally come. I'm so excited to share that we're finally off of Zendesk. Moved to Helpscout earlier this month and it's been such a breath of fresh air. The point here isn't to promote HS, though.

Our whole support team is so glad we don't have to deal with the following issues any more (and, is very regretful we didn't make this change sooner) :

- This issue...insanely struggling with browser performance and autocorrect not working. 

- The ticket views not automatically refreshing (seriously, how is this acceptable? It's 2023)

- Horrible/painful handling of CCs in tickets where multiple emails need to be Ccd in.

- Thoughtless handling of primary/secondary/multiple emails for a single contact. Basically, you can't give a contact multiple emails, you have to create a separate contact for each email they'd like to be notified at. Ridiculous.

In the years we've been with Zendesk, no new features have been added; and if anything, features have been "broken"/degraded. Zendesk is the most basic solution for ticket management, and cares not one bit about listening to their users. I hope to see even more solutions recognize this, listen to what their users need, and build more alternatives that make sense instead of using Zendesk. 

I've been waiting for this day to be able to unsubscribe to this thread. Best of luck to all of you, and hope you find an alternative that works for you.

Well, the day has finally come. I'm so excited to share that we're finally off of Zendesk. Moved to Helpscout earlier this month and it's been such a breath of fresh air. The point here isn't to promote HS, though.

Our whole support team is so glad we don't have to deal with the following issues any more (and, is very regretful we didn't make this change sooner) :

- This issue: The ticket views not automatically refreshing (seriously, how is this acceptable? It's 2023) No, a browser extension isn't an acceptable answer. 

- Insane struggles with browser performance and autocorrect not working. 

- Horrible/painful handling of CCs in tickets where multiple emails need to be Ccd in.

- Thoughtless handling of primary/secondary/multiple emails for a single contact. Basically, you can't give a contact multiple emails, you have to create a separate contact for each email they'd like to be notified at. Ridiculous.

In the years we've been with Zendesk, no new features have been added; and if anything, features have been "broken"/degraded. Zendesk is the most basic solution for ticket management, and cares not one bit about listening to their users. I hope to see even more solutions recognize this, listen to what their users need, and build more alternatives that make sense instead of using Zendesk. 

I've been waiting for this day to be able to unsubscribe to this thread. Best of luck to all of you, and hope you find an alternative that works for you.

I have no idea what to respond here. With all due respect, Zac, you're "picking up on the following"? 

This thread has been open for 2 years, and there's others similar/older to it. 

Zendesk is not the only support platform by far, and an automatic refresh is absolutely a given in any other support platform out there.

For us, this response is too little, too late. We're finalizing our move to HelpScout next week. 

Same here - this has been happening for so long that we've just ignored it and lived with it...until Zendesk decided to completely break the text editor in Safari!

https://support.zendesk.com/hc/en-us/community/posts/5395298948250-Autocorrect-suddenly-no-longer-working-in-Admin-Ticket-Reply-area-

Ha - problem solved, right? 😂 Now you have to use Chrome because it's even more painful in Safari!

Absolutely cannot wait to never use Zendesk again. We're finalizing our migrate to HelpScout this week. 

We have reached the end of our rope with this and are seriously exploring FreshDesk and HelpScout. It's just unbelievable that simple basic features like this aren't even being considered. Scratch that...these aren't even features - this is literally a bug.

FYI, community, here's the response that was shared with me in the ticket. Yet another non-fix / workaround / breaking an existing feature by Zendesk. 

Our product development team has been made aware of this issue which currently impacts Apple Text Replacement and Auto-Correct functions within the Support Agent Workspace composer in Safari 16.3.  We are unable to offer a target date for resolution at this time. As a result, we will set this ticket to Solved.
 
In the interim we recommend using other browsers such as Google Chrome and Firefox if you require autocorrect (spell/grammar check) functionality within the Agent Workspace composer.

Suddenly, keyboard shortcuts / autocorrect aren't working in the Zendesk ticket reply area in the admin in Safari. 

Is this a known issue/bug? 

We have reached the end of our rope with this and are exploring FreshDesk and HelpScout. It's just unbelievable that simple basic features like this aren't even being considered. Scratch that...these aren't even features - this is literally a bug.