I’ve been using Zendesk for 10+ years and have always considered it to be one of the better Support CRMs out there. However, the current implementation of their AI-fronted support is a step backward in my opinion. While their Support has always been less than stellar, it seems to have degraded with the introduction of their AI tooling.
The 'help' chat currently suffers from high latency, often taking more than a day for an agent response, which fundamentally breaks the 'real-time' promise of a chat channel - the only channel you offer. Most frustratingly, the handoff lacks persistence; having to recap an entire history every time you need to spin up a new chat is a friction point we shouldn't see in 2026. As a Zendesk user myself, I know there is a way to check a customer's history and locate past conversations - there is no need for me to reiterate a conversation that has already occurred - this is a failure in your support processes. If you're going to lead with AI, the transition to human support must be seamless, easy, responsive, and not a barrier to entry. Given the experience I have had with their current AI tooling, I would not consider using it myself.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!