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We replaced Zendesk

tradecore.com

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Re: We replaced Zendesk

#31

Post by andai »

notatoad wrote: post #13
petcat wrote: post #2

For real. Does stuff like Zen desk even have any moat at all? It's an easy framework crud app with a million features that you don't need. Just get an AI bot to make one for you

i've gone down this route before, we're back on freshdesk now. it's easy to build a prototype in two days, but the long tail of making it actually meet _all_ the requirements is hell. the value platforms provide is that _you_ didn't make the software, somebody else did, so somebody else defines the functionality and workflow of the software. it can be treated as fixed, and a thing that people learn how to use. they h…

Yeah, the last 1% takes 1000% of the time.

Also nice try Zendesk ;)

Re: We replaced Zendesk

#32

Post by dnautics »

frenchie4111 wrote: post #3

This happened to me recently with a few providers. Their billing teams got aggressive and I said fuck it and AI coded a replacement in a few nights/weekends. For me it was: Temporal, Zapier and DocuSign I strongly believe the build/buy equation is much different in 2026 than it was in 2024

docusign? Maybe I'm just dumb, but I would definitely want a CYA third party keeping track of all legally binding agreements.

Re: We replaced Zendesk

#34

Post by mattmanser »

AndrewKemendo wrote: post #11

This is precisely the future of consumer software engineering (no I’m not saying anything here about building robots rockets medicine etc. at least for the next decade probably) This idea that software developer productivity being the goal for AI companies is just not it - every piece of code you put into an LLM is a you giving these giant companies your expertise People need to remember where the bulk of engineering…

It really isn't. No-one wants to maintain these things, they'll be back on an out-sourced provider within 5 years, if they survive that long.

Re: We replaced Zendesk

#35

Post by VikingCoder »

At some point, some people will just publish open source single-shot LLM prompts that define a clean-room spec for every over-priced product.

Why not make an open source alternative to the product?

Because everyone's needs are just a little different, and collaborating takes maintenance. Forks are free, merges are expensive.

Re: We replaced Zendesk

#36

Post by dustywusty »

We ended up doing that ourselves, moved completely to an internal system that integrates well with our own administrative capabilities. It has been such a breath of fresh air, and took us about the same time to accomplish.

The final straw was attempting to move Zendesk down to one seat to have historical/archive capabilities for a period of time, and they couldn't even manage that process properly.

Re: We replaced Zendesk

#37

Post by andai »

ahknight wrote: post #30

86% AI generated text. Seriously, does nobody write anymore?

Great question! This is certainly a topic that touches on many important aspects of our modern world, and there are a lot of nuanced perspectives worth considering.

Re: We replaced Zendesk

#38

Post by alanwreath »

I have a friend who’s doing this for himself. He owns an AC business. He has need for tools but does not like plunking down money for a feature set that moves him in a direction he doesn’t wish to go. Solution? Create a bespoke internal system of one off apps for his OWN business using an LLM.

He’s not a software developer, he has no concept of software maintenance or security.

I’ve been watching and it’s interesting to me because I would not be surprised that he’s not alone as a small family business. Many probably feel liberated from company’s that would enforce a certain cookie cutter shape.

Does this mean AI is shifting towards contractor jobs more? Does it mean a huge security issue brewing? Both? Maybe business owners turned SWVibers like him will swing back to an off the shelf option once pouring more effort into 3am-my-stuff-is-broke scenarios becomes more of a chore than it’s worth.

I feel like there are a million billion green field projects brewing that will soon turn brown for one reason or another.

Re: We replaced Zendesk

#39

Post by ahknight »

VikingCoder wrote: post #35

At some point, some people will just publish open source single-shot LLM prompts that define a clean-room spec for every over-priced product. Why not make an open source alternative to the product? Because everyone's needs are just a little different, and collaborating takes maintenance. Forks are free, merges are expensive.

"Build an Oracle clone in Rust. Make no mistakes."

Re: We replaced Zendesk

#40

Post by bklyn11201 »

wnevets wrote: post #25
coderintherye wrote: post #14

Since their private equity buyout in 2022, Zendesk will absolutely attempt to get you to sign agregious terms. They will attempt to hoodwink you. They will pretend they never received your cancellations and charge you for another year of contract. Legal counsel should be leveraged when dealing with them to ensure you don't get screwed.

> Since their private equity buyout in 2022, Does anyone know of examples of where a private equity buyout has made things better for the consumer?

Sure, in the case of private equity rollups in HVAC and electric and plumbing you often get higher rates but professionalized systems including real contracts, phone answering, emailed invoices, real quotes, real terms, enforceable warranties. Many who have trusted vendors may view this as degradation because of the cost increase but for others (a new homeowner with a job), the professionalization is a positive.

For software like Zendesk that was already thoroughly professionalized, I agree, it's hard to think of positive attributes to a PE buyout!

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