ZendeskReviews of zendesk.com

Software was working okay, then one day they changed their subscription models. Integration with Facebook stopped working, now they're trying to charge more to get tickets generated from Facebook messenger. They're just slicing away at their product, and trying to charge customers more.

Alas I cannot give less than one star. We signed up through their startup program but frankly becuase of the agressive sales tactics of Zendesk, we decided to move to Atlassian. I have never experienced such aggressive sales tactics (calls at least twice a day, constant emails, etc.) leading to me using a different product. Also, we decided to pay for Zendesk for a month to ensure we properly moved over to Atlassian. However, they felt it necessary to DELETE our support account meaning we lost access to open customer tickets. I feel so sorry for the sales teams in this company if this is the level of aggression they are forced to use. Do not use. Use anything else.

Awful customer service. Totally unflexible and they really dont care about their clients. Save your money choose one of the other options out there!

In short, their customer service is probably one of the worst I have ever encountered and I believe their trust score speaks for itself. They genuinely deserve the appalling score they have. I had to go as far as adding a dead credit card to my profile to FINALLY get them to reduce the seats on my plan so we could avoid a hefty unnecessary bill. They simply became unresponsive halfway through the interaction and never confirmed the bill reduction as we requested several times. Following this absolutely unacceptable behavior, I saw no other path than to block their access to payment until such time as they confirmed the reduction - which they still have not done.

Lord help you if you seek support from this company. Their business plan seems to be to keep giving you the run around until you get tired and go away.

We have been loyal Zendesk customers since June 2017, but after conducting an overdue review of our subscription, we realized that we had been paying for advanced tools that we hadn't been using. Our annual subscription cost over $3,000, whereas what we actually needed was priced at around $900 per year. Although we requested an immediate downgrade and refund of the difference, we missed the renewal date by 2 weeks. Unfortunately, Zendesk rejected our request without making any effort to find a resolution. While we've had reasonable experiences with the software itself, this refusal has left us with an extremely negative impression. As a result, we're likely to cancel our account and switch to a different competitor when our current subscription expires.

We've been using Zendesk for years but I would NOT recommend this company. If I had the time, I would switch platforms. Their customer support is a joke. I sent in a support ticket. Waited 4 days for a reply and the agent marked the ticket as solved without even first confirming that he had actually addressed my problem!!! They have done nothing to improve the platform in the years we've been using it. I can't even configure the analytics. Avoid this product.

Ask yourself if you are using all of the promised functionality. The answer is most likely that you are not & that the functionality in use is a lot of effort to maintain the configuration for. Zendesk is not a user friendly system, it is very exposed to error and it is run by a community of experts, success managers and product advocates that have no interest in improving features nor respect for you in answering any question put to them with a straight answer. The more you ask questions, the more useful they are. In reality, Zendesk is only as good as the data you connect to it and connecting said data will cost you. Do your customers a favour, select a cheaper and better solution and then invest that cost saving into actually enhancing your service. Google Zendesk and the competition are maximising use of Zendesk flaws to elevate their own functionality, click through and judge for yourself. Don't go with Zendesk because they are the biggest; they care the less.