Firstly let me apologize on behalf of SysAid for the issues that you have experienced.
Then to address the two questions directed at Danny:
1 - The primary reason for the delay actually sits with Zendesk, as opposed to SysAid – in that it stems from how Zendesk updates SysAid tickets. We are working hard to resolve this and details of your project contact at Zendesk would really help us here, and the timescale of the project. Please see more on this below. We’re also investigating the option you provided.
2 - Your comment is 100% valid, it isn’t acceptable that we are now 2.5 months past our agreed delivery date. Unfortunately, we cannot fix our past mistakes – but we can focus on moving forward to deliver the finished project as soon as possible.
Due to the absence of direct contact with your contact in the technical team at Zendesk, a lot of the delay rests on the fact that we are communicating with them via yourself. You’re being of great help, but direct communication is always preferable as it enables us to fix issues more quickly as we can try multiple changes in a single real-time communication. Would this be possible please? It would significantly shorten the timeframe to get this project completed.
We also need to look at improving the communication between yourself and SysAid. So can we set up a call for Monday, or on a day to suit you, with Ari to allow us to give you a status update and to discuss outstanding issues please? This would be easier for all involved parties, versus the various posts in the community, comments in the service record, and ad hoc calls. It will definitely help us to better manage and deliver against your expectations, and we can give you direct access to our R&D team as needed. We can then offer a clearer picture on the challenges we are all facing, the issues that are still outstanding, and timeframe for completion. If you can let me know your availability I will get this scheduled. We can also schedule further calls as required.
Finally, we appreciate that our delay and failed commitments have resulted in you failing on your promises to your management team. If there is anything we can do to help here, for instance in terms of providing an overview detailing how this delay has been caused by technical issues rather than anything internal to your team, we would be happy to do so. The last thing we want is for you to miss targets because of issues at our end.
We sincerely appreciate your patience, and apologize again for the situation.