ZendeskReviews of zendesk.com

We had some issues with Zendesk (not the platform, that is excellent - but billing). Without needing to go into the issue, I will say that the leadership of this company, the CEO, the VP are outstanding and have completely restored my faith that Zendesk is a platform we can trust for business. Thanks John + team.

Terrible customer and product service. I took time out of my day to explain our needs to an agent Zack Schmidt. He took all the information and said he would extend the trial because we were waiting on him. A whole week had passed with no follow up meanwhile my trial expired. I contacted supported and they had no record of all the info we gave Zach, further, agent Marielle B. refused to extend the trial.

They cannot reliably deliver emails, so in effect their product doesn't work. They will scam you if you try and cancel, likely because they are a sinking ship and customers are leaving because their product is so antiquated it can't even send emails. Don't use them.

I've used ZenDesk to carry a simple phone number for incoming calls and messages related to my business / potential clients. I rarely use the phone or receive messages, maybe 2 to 4 calls a month or every other month, and I'm charged based on the amount of calls I receive. This is great because it is just a way to provide a means for people to reach me and to offer a public phone number on my social media profiles and website. This phone number is on everything including my business cards. In January of 2023 my credit card was updated with a new expiration date. Because I have so many companies with direct payment authorization it slipped my mind to update it on ZenDesk, also most companies were still able to get their payments some kind of way. Most requests for automatic payment deductions were honored by my credit card company since these companies had prior permissions on the previous card's transaction history. I have no idea what happened with ZenDesk. I just found out and tried to contact them to make the update and pay any payments that were missed as a result of this mishap. First I received their auto-response robot chat online. After struggling in a back and forth text conversation for a bit to get the chat-box to push me to a live person, the live person kept repeating the same things. I can't even be sure it was a live person because it didn't seem to comprehend my issue to help solve it. Shortly after I got an email, literally repeating the same thing "we have no account with this info." I had to explain again. Then the next night at about 1am I got an email from someone saying I can restore the account up until April 23, 2023 and would I like to pay the balance to do so? Instead of just sending the link so I can restore the account, she asked a question I had already answered in my original request. I said yes and waited for her response. But no, instead I received a follow up from a different person telling me again that there was no account with my info and how can she help me. Unbelievable. I have no idea why ZenDesk would have an account in a state where it can be restored but the process to make it happen excluded from the website and not available on my end. I'm fully reliant on them to follow through on a process they created and I am having a very difficult time achieving this simple task with them. Although this service was very good for what I needed it for, it is highly problematic and unreliable should an issue arise. I cannot recommend them for that reason, especially if you run a business. Business numbers are important. Now unless they want the phone number back and are spinning me in circles to tire me out, I cannot understand why this has been so difficult to solve. It's Just ridiculous. Hey ZenDesk, Please help me restore my service and stop being so disorganized and unhelpful. It's wrong.

Worst customer service on the planet. Can not get any valid response from any of the customer support people. Tried to cancel, and they refused all communication and it ended up auto renewing. DO NOT BUY THIS SOFTWARE.

The phone system is really poor. They have such a complex system to manage your customers - but the phone system is really bad. There is no way to clearly see, who called you, when they called, missed calls and call them back. Unless you pay extra for the ticketing software to catch your missed called. The original mobile phones made 20 years ago had this function, why does a complex system like zendesk have the ability to clearly see and action your calls.

Zendesk making it almost impossible to reduce seats by extreamly complicated process via their non-responding "customer service". Buying more or expanding? then the response is super swift and easy...

Only because you can't leave 0 stars! Used to work fine until I got on a call with one of their sales agents who suggested upgrading the plan to what we now pay- €25. €25 for what, may I ask? We only used the chat tool button for our websites. Apparently, after this upgrade, things seemed fine until one fine day 'chat with us' got rewritten (don't ask how) to 'help' because of which we saw a massive drop in our queries. Which is fine. However, their team is a nightmare to deal with! The utter cheek, while they're great on getting someone to respond to you, there is no guarantee that the person is actually going to help you out. The worst bit was all my back-forth with them over the past few weeks has been futile, as not only do they not understand the matter at hand and send generic articles, but I've also been left on 'read' by one of their agents just yesterday. I thought I could fix this by talking to the agent who had set the upgrade up. She got back to me only after I booked a meeting with her, saying that this isn't her area of expertise and that I should ask Support. To top it all, she cancelled the meeting without even letting me explain! This is utterly unprofessional and good luck to those who are still with Zendesk as I will most definitely take my business elsewhere!