Yael Carmichael
Customer Support Manager · 201-1000
1 review written · 4.0 average
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Reviews by Yael Carmichael
★★★★★
Six months ago, I was managing a department split across three time zones, and the old ticketing setup was falling apart the moment anyone went remote. Zendesk fixed that in a real, tangible way. The mobile app is genuinely usable, not just a stripped-down afterthought. I can triage tickets, leave internal notes, and reassign to agents from my phone without losing context. The notifications are smart enough that I'm not drowning, and the macro shortcuts save me from typing the same responses on a glass keyboard. For a mid-market support org trying to stay responsive outside of a 9-to-5 window, this has been the right call.
One honest frustration: analytics on mobile are nearly useless. If I need to pull a report or dig into trends, I have to wait until I'm at a desktop. For day-to-day operations that's fine, but when leadership asks a question during off-hours, I'm stuck. Customer service has been responsive when I've submitted tickets, though response times vary. Overall, solid platform with one gap I hope they close.
