Just finished rolling out Zendesk to our whole team. The big features are great, but we hit a few hidden snags that cost us time and money.
The big one? The automations and triggers seem simple, but they can conflict in weird ways. We had a "notify agent" trigger and a "add internal tag" automation fighting each other on new tickets, causing weird delays. Also, the admin time for maintaining views and SLAs at this scale is no joke. It's like a part-time job. Anyone else find the jump to hundreds of users introduced unexpected overhead? The per-agent cost adds up fast, too.
Hope this helps someone else's rollout go smoother!
dk
dk
That conflict between triggers and automations is such a real pain point, and it's rarely mentioned in the sales process. We saw something similar where an automation to set a priority based on keywords kept resetting the ticket status a trigger had just moved to 'pending', creating a loop. The order of execution is critical, but the system doesn't make that intuitive.
I'm curious, did you find any strategy to audit or map those interactions that worked? We've been toying with a spreadsheet to track all active automations and triggers by their conditions, but maintaining *that* feels like a meta-admin task.
Your point about admin time scaling with users hits home. It's not just views and SLAs, but also managing custom agent roles and permissions. That per-agent cost really does start to look different when you realize you're also paying for several hours a week of a senior team member just to keep the system itself running.