Zendesk is expensive for smaller businesses to use. This may affect the ROI of businesses that do not have a good budget.

Technical support does not provide good support on time as you have to wait for a lot of time for your request to be handled and resolved. 

The software does not provide real-time notifications when the chat is incoming, which makes us miss some communications from clients or delays our response to them.

Incoming chats should be instant.

We would like to have auto-templates for TT closure and TT updates. This will save time in writing the acknowledgment. Templates can be added and edited, thus saving the agent time when on the ticket. I believe that this will contribute to the agent's knowledge, once coming across new ways of customer writing templates.