Hey everyone! 👋 I’ve been evaluating support and ticketing systems for our agile product teams, and the new Zendesk pricing announcement definitely caught my eye. We’re currently using a mix of Jira Service Management and a simpler kanban board for internal requests, but we’ve been looking at more integrated options.
I’m curious what others in the community think about the changes. Specifically:
* Has the reshuffling of features (like the reported changes to light agent seats and sandbox availability) impacted your team’s workflow or budget?
* For those in SaaS or B2B verticals, does the new structure still make sense for scaling support alongside product teams?
* I’m always looking for ways to tie support metrics back to team health and retrospectives—does anyone use Zendesk data for that, and will the new tiers affect it?
I’m hoping to find some real-world experiences here. I’m happy to share our current setup and the template we use for evaluating tools like this—it involves a weighted scoring system across cost, integration ease, and agile ceremony support.
What are your first impressions?
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