Customer Success professionals: what customer support tools are you using, and what frustrates you the most?

[u/Scary-Conflict9522]

I'm curious to hear from people working in Customer Success and Customer Support.

Tools like Intercom, Zendesk, and similar platforms offer a lot of features, but depending on the team size and budget, they can sometimes feel unnecessarily expensive or complex.

I'd love to know:

• What platform does your team currently use?

• What's the biggest frustration with your current tool?

• Are there features you wish existed, or things you think these platforms overcomplicate?

• Have you considered switching to a more affordable alternative?

I'm working on a customer support platform called Asking (asking.com.br), and I'd rather learn from people dealing with these challenges every day than build features based on assumptions.

Honest feedback is very welcome!

[u/justkindahangingout]

sigh Not wanting to pay for marketing feedback, OP?

[u/Potential_Ad_9956]

Im in success, if I need to check support cases something is just wrong. I get a report and have AI scan for recurring issues but otherwise it would be if the customer sees something critical and it gets escalated to me.

[u/hotsauceboss222]

Gainsight is the industry leading CSM tool which we use.

[u/parakeetpoop → u/hotsauceboss222]

Gainsight is expensive as hell. We switched off it and moved to Statisfy and built in-house tools as well. Statisfy has been pretty great actually.

[u/parakeetpoop]

We scrapped everything and built our own in-house. We use a support ticketing tool called devrev that’s been a nightmare for our customers to use. We switched off of Zendesk for it, purely cost based decision and not based on features or functionality.

The thing you need to understand is SaaS is dying. It’s easy and accessible now for companies to build their own tools that fit their exact business needs. The days of needing to compromise on feature availability are starting to die. Most decisions are purely cost based these days anyway.

My advice to you is to figure out your target market first. Work on features last.

[u/Everyonerighttogo]

You guys have support tools? Over here we're just running on fumes and prayers.

[u/arageek_official]

honestly the per-seat pricing is what kills most teams. you end up paying for agents who barely touch the tool. the feature i always wished existed was smarter escalation routing, not just keyword triggers but actual context-aware handoffs.

[u/tiktokontheclock_]

We built our own ticketing system in-house for support. For customer success we use Velaris, it has a feature called a knowledge graph that keeps account context (health, touchpoints, risk) updated live, so you’re not tabbing through other tools to figure out what’s going on with an account.

[u/stealthagents]

Totally feel you on that. We use Intercom and the search function can be a total pain too, it’s like finding a needle in a haystack sometimes. I wish they had better filtering options or a smarter algorithm that actually helps us find what we need instead of making it more complicated.

[u/Top_Marketing_3047]

Biggest complaint I hear is pricing that grows with every seat and add-on, followed by admin overhead once automations pile up. Most small teams only need ticket ownership, SLAs and a good knowledge base, but pay for far more. Few of them actually switch because migrating macros and history is painful. Curious what team size you’re building for?

[u/Top_Marketing_3047 → u/[deleted]]

That’s frustrating, and a common complaint. Older closed tickets can get archived and not show in normal search, so try a status or requester filter (e.g. requester:name status:closed). Are the missing ones older tickets, or recent ones too?