The platform is reliable, easy to use and supports efficient ticket management. Being able to merge tickets saves time, avoids duplication of actions and confusion for customers by keeping support conversations organized. It makes it easy to send new emails, and also respond to ones initiated by a customer, and it also seamlessly merges different avenues of support, where calls, chat and emails can all be handled in the same ticket, allowing one to listen to call recordings and even read the transcript. It has many simple features that help go through tickets faster, enabling us to be more productive. Although there are some areas for improvement, it remains an effective customer support tool.

Zendesk functions as a robust platform that effectively centralizes our high volume of tickets. It potentially provides the scalability for a high-growth environment like ours (I say potentially because it is directly correlated to the level of integration to our backoffice data, which currently is limited), though it requires a significant operational commitment to maintain, and also to implement and sustain AI improvements. It is not so much of a "plug and play" tool and more of an ecosystem that thrives only with dedicated administration and clear internal processes.