ZendeskReviews of zendesk.com

We signed up to Zendesk based on promises of phone and SMS functionality that turned out not to exist in the way they were sold. We even requested a trial of the phone feature before committing, but were not allowed. After advising Zendesk that we did not wish to continue, our service was cut off without any notice, leaving us without an office line for nearly a full business day. Our customers couldn’t reach us, and it directly damaged our operations. To make matters worse, Zendesk staff said they would follow up but never did. We are still being chased for payment despite making it clear we want to cancel. In our experience, Zendesk has been misleading, unreliable, and careless with customer service. I cannot recommend them to any business that depends on stable communication tools.

I still don't have a resolution to my request

Never again, and it's could be that it's just BCS of one bad agent, Danielius K., who drags the whole sales department down?! So far, first ex year we had no issue, product ok, could be better yet definitely between the top on the market, AM and renewal no issue. We have found a deal for both parties. This year\time, Danielius got involved, started to offer a price increase per user with a fix length prolongation (from 1 to two years). We repeatedly tell him that we are not interested in such a deal as our current company situation requires flexibility. We advise him that we wish to decrease user count and we increase it as we go, as business dictates. He argued that we will be charged normal list price. We confirm him that we are ok with that, yet he gives another proposal again and again, constantly getting back to offers with more users and\or longer term... You don't understand it. Time poses and then one day he says that we need to have 2x users more, what we asked for to renew because currently we have that amount of users and he can't change that less than 30 days before contract end... Yet we paid for these, till end of current period we can have them paid, nothing Todo with what count we need os od new period, especially for list price... Clearly trying to bully you into a service offer you don't need. Cheating\scamming you or minimum trying to! Not recommended, there are many other alternatives out there, which I hope will have no "Danielius"-es on the team. We will see, certainly ready to try and figure, we are dropping Zendesk BCS of this service.

The platform is adequate. Most features meet most of our needs most of the time. If your organization cares about solving tickets more than about investing in your customers' experience, this is probably an ideal platform for you. Where Zendesk really misses an opportunity to demonstrate thought leadership and show value by example is with their implementation of their own product. (To be clear: I'm not talking about the quality of service that I receive when I'm finally able to get in touch with an agent, which has generally been good; I'm talking about the systems that Zendesk has chosen to implement in their own software that make getting in touch with an agent and finding solutions so difficult). Suggested articles are irrelevant to the problem proposed, and very often not even related to the Zendesk product that I'm asking about, even when I specify the name of that product in my prompt. The self-service search functions have been more of a barrier than an aid to finding useful results in the self-service portal; it's frustrating to the point where I've given up on attempting to use the product's self-service offering to ask questions about the product and instead submit tickets directly through the form.

Best Tickets System ever!

Not a well rounded or well thought-out product offering. Lots of customisation needed to get close to what you need in a modern support environment.

Great platform

Joel Winten, je bent een scammer. Joel Winten sales van Zendesk, zei teken het contract gewoon, als het niet wil dan kan je voor Freshdesk gaan die was goedkoper. Nu sturen zijn mij een incasso bureau, JoelWinten heeft zijn Linkedin verwijderd en is nergens meer te bekennen. Oplichters eerste klas. Ik raad niemand Zendesk aan.