It seems to me that Zendesk is moving away from improving its community functionality. Having been a Zendesk customer for over a decade, I have been involved in several calls and interviews with product people (always at their request) as well as provided suggestions in the forums. Over the past couple of years, I have seen minimal, if any, improvements to Gather. I look at the release notes every time they are posted, and I have not seen anything for Gather in a long time. This part of the product appears to be falling further and further behind the other parts in terms of functionality and improvements. Can anyone at Zendesk confirm whether Gather is getting any attention at all? If so, when can we expect to see improvements? Even just some quality of life improvements would be appreciated at this time. Thanks!
Feedback submitted
Is Gather getting any love from product developers?
It's definitely not. We've been using Gather for about 6 months and the functionality is horrible. Zendesk never comments on if any functionality will be improved or worked on. My company is actively looking to turn off the community aspect since it's just lacking so many features.
@shawna11 why even have the Community product if Zendesk isn't putting in the time and effort to dedicate resources to improve the product? The product doesn't even compare to other Community platforms out there, and knowing that there's no future enhancements planned just further clarifies the point that Zendesk isn't prioritizing this as a product.
- Community Manager
Thank you for your honest feedback and for sharing your concerns about the Gather community product. We absolutely hear you on the importance of continuous improvement and investment in community functionality. While there may not be specific new features for Gather on the immediate roadmap, this does not mean that enhancements aren't possible in the future. Your input is crucial in helping us understand which areas matter most to you and where improvements can bring the most value.
If there are particular pain points or features you’d like to see improved or added, please do share them with us. We want to ensure your voices are part of the conversation as we evaluate priorities and plan ahead. We remain committed to supporting the product and addressing customer needs to the best of our ability. Thanks again for your partnership and for being part of our forum discussions.
If there are particular pain points or features you’d like to see improved or added, please do share them with us. We want to ensure your voices are part of the conversation as we evaluate priorities and plan ahead. We remain committed to supporting the product and addressing customer needs to the best of our ability. Thanks again for your partnership and for being part of our forum discussions.
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Thank you for sharing this feedback and for expressing interest in the Gather product. We appreciate wanting to know how the products you love at Zendesk are getting the attention and care they deserve. While we do not currently have new community-specific features for Gather launching in the near term, we continue to actively maintain the product and address issues raised by customers. Additionally, improvements made to the overall Help Center experience, including new capabilities like Generative Search, also benefit the Community platform. Our current focus is on leveraging AI to enhance core knowledge management tools, which we believe will bring meaningful value to your experience over time. We truly appreciate your feedback and ongoing partnership. Thank you!