Ticketing
Per-agent pricing punishes part-time responders and rounds-out the bill with seats you barely use.
What people actually say
✕The cost of an agent is pretty pricey and for someone that needs to see 10 or so tickets a month it simply does not work.
Source: eesel AI — Is Zendesk too expensive? ↗✕If you have 20 agents but only 5 actually use AI tools you are still paying for all 20, and if you try to scale down mid-term you are locked in until renewal.
Source: Macha AI — Zendesk AI pricing breakdown ↗✕Pricing and complexity feels like it was designed for a company with a dedicated support ops team and a product manager just for the helpdesk.
Source: eesel AI roundup of helpdesk complaints ↗
How we'd rebuild it for you
A Postgres-backed ticket store with email-in, web form and Slack triage — no per-seat tax. Every teammate gets a login; you pay once for the build, not for every viewer.