Buyer Beware! We purchased Zendesk in good faith, expecting to improve our customer interactions and communications, unfortunately this is not the case. We did not even go live with the product as the instant messaging service/social messaging has a delay with receiving customers reply and this would lead to confusion. Upon addressing this to their technical team they advised that the issue is across all their social/instant channels and they are aware and it's on the roadmap - no date to be fixed. Can you imagine chatting with a customer on WhatsApp and having a 3 minute lag with seeing the customers replies! On escalating this to Zendesk it was duly ignored and nothing has been done. Despite numerous emails through their ticketing system nothing is done. The account manager doesn't even have the good grace to respond. Terrible service from a company that states they are "The Short Cut to Happy Customers” Unfortunately I am still waiting on the happiness being shared. We are now out of pocket with a system that we dared not to launch due to the confusion it would cause. Poor show all round Zendesk, you can and should do better!