It's nice that they think that, but whether they believe so or not, I have never heard any user speak well of Zendesk.

After using Zendesk for 6 years, I am now forced to chew broken glass seasoned with sand and kitty litter that is Salesforce's Support portal. Yeah it is that bad. I so miss Zendesk

Zendesk is pretty good for a ticketing system. I don't generally speak well of ticketing systems, but I do speak badly of them, except for Zendesk!

I don't know if it's still this bad, but, last time I used Zendesk, it was alright, until you had to search for anything. I was never able to find anything using the builtin search functions.

How much of that is because people often aren’t excited about the work you do in Zendesk even if Zendesk was a good tool for getting the job done? I’ve never heard anyone speak well of a particular model of plunger either.

Allow me to be the first. Okay, not a plunger, but a very similar product: After using a litter-lifter scoop (for cleaning a cat's litterbox), I placed a bulk order so I'll have a lifetime supply (plus extras to give as gifts), even if they go out of business, because they really are just that good. No affiliation, just a happy customer.

https://litter-lifter.com/

This is a fair question. Bad tooling does exacerbate already difficult or unlikable tasks though. You don't have to be excited about using Zendesk; but if it gets in your way rather than making it easier to get tasks done, that's when it leads to hate.

It’s less about the teams and more about who calls the shots structurally. What’s the balance of power between by engineering, product owners, sales, etc. in setting features and priorities? How are they planning for design and rollout of new features?

It’s not enough for all the individuals in the company to think or want to do things a certain way. Leadership has to be very intentional about making sure decision making and priority setting come out that way on balance.

Atlasian, really?

Having worked at shitty organizations, it is possible that front line workers care deeply about the product users but they’re not being heard by those who prioritize what should get done. Not saying that’s necessarily what’s happening at Atlassian; just want to point out the complexity of the situation.

What I found nice about FreshWorks is the leadership is aligned (or at least says they are) with that goal.