Best Helpdesk and Ticketing Software in 2026: 8 Platforms Tested Across 2,500 Tickets
Last summer I watched a 32-agent SaaS support team burn 16 hours of engineering time and roughly $12,000 in escalated issues because their Zendesk SLA workflow silently stopped firing after a routine macro update. The helpdesk was “working” — tickets came in, agents replied — but the automated escalation to engineering never triggered. Three days … Read more