Preston Sawyer
Customer Support Operations Manager · 11-50
1 review written · 5.0 average
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Reviews by Preston Sawyer
★★★★★
Honest verdict: switching our agency's client accounts over to Zendesk from the platform we'd been running for years was the best call I've made in a while. The old tool handled ticketing fine, but multichannel management was a mess. Routing emails, chat, and social inquiries through one clean queue without constant workarounds? That part alone made the migration worth the headache. About six months in now, and I'm managing support for several clients simultaneously. The views and macros have cut my team's repetitive work noticeably.
A few friction points are real. The pricing tiers make some features feel gated in ways that sting a little, especially when you're billing across multiple client accounts and watching costs stack. And the initial configuration learning curve is steeper than Zendesk's own documentation suggests. That said, their support team has been genuinely responsive every time I've hit a wall, which matters more than most people admit. For agency work specifically, the flexibility here is something I haven't found anywhere else.
