ZendeskReviews of zendesk.com

The search engine has lots of room for improvement. Changing columns and searching for specific artifacts separate from the search bar should be implemented. Open ticket tabs should be moveable with a click and drag feature. Tickets should be linkable. My biggest gripe with Zendesk is mainly due to the search engine lacking standard features that are not difficult to implement.

I'm quite disappointed in the support we are getting from Zendesk. Sure, there's growth and change, but the Zendesk product support is quick to dismiss all of our issues as either user error or that the software just doesn't accommodate that need.

The zendesk support system had worked ok. But all of a sudden they stop processing the credit card information correctly. The card was not expired and was functioning properly, and then they suspend the account and throw our support number away. After a lot of frustration these problems are resolved again now.

The product is decent and works mostly, even though there are many little annoying things, like adjusting the dates on explore (analytics) and lots of annoying popups. The real problem is when you have a problem. They stopped having live customer service, there is an email only helpdesk and you´re lucky if they solve an issue within 24hrs. The quality of the agents is disappointing also, they just bang out macros without personalised true help. For systems so crucial to a business, that expensive and from people who should know more about customer service, that´s terrible. I guess for the new investors, the system is now nothing more than a cash cow.

We are relatively happy with their platform however customer service for their partners is very bad ironically since they organise so many events on customer support and delivering excellent support - which is not happening here...our account manager is not replying and when I need to discuss something they just send me from one person to another. Unacceptable.

As long-time users of Zendesk, we wanted to write our honest experience with them. We have gathered feedback from the agents who work in chats, tickets, and Team Leaders in a multi-national company (serving up to 7 000 chats and 1000 e-mails daily). Zendesk is a majorly expensive integration that provides some good services. However, after our long work experience with them, we are no longer ready to recommend them and are considering switching to Zendesk competitors in the future. Here is a list of reasons why: -Regardless of how much you pay, your feedback will be ignored, even if the community widely supports it. -Zendesk forces you to transfer to their new system, “Agent Workspace,” which lacks major features that are present in the Classic Chat Widget. Despite any arguments, they took the position, “We will not update the old system, so transfer to the new.” When transferring to the new system, Zendesk lacks attention, understanding, and proper support. Agent workspace does not work as promised (later, more on that). -Horrible support. I cannot emphasize that enough, but every manager in my team constantly complains about the inattentiveness and lack of basic comprehension abilities of Zendesk managers. Unless you involve your personal manager (who does not answer support questions), your issues will be paid zero attention to. They will not accept any feedback. Most importantly: if the question cannot be answered with a link or a shortcut, the support team forwards your issue to tickets. Moreover, in 30% of cases, support will resolve the tickets without giving your replies. As a support manager of many years, I cannot imagine the level of disregard for a paying customer who needed to close the requests without a reply. Yes, the services of Zendesk are wide - HelpCenter, chats, e-mails, there are a lot of integrations. But while there are many services, and we appreciate their stability, the mistakes and bugs will not be addressed, and you will be trapped entirely with those issues. Agent workspace deserves a separate review. I suppose it could be okay for smaller services (up to 20 people, no more than 1000 chats per day), but for bigger services, it is a disaster. Here are the main points: -Very slow performance. The switching between chats is slow to the point it glitches. -Automatic translation in chats does not work for mobile SDK. Agents had to switch from a fast service with translation, dynamic content, and other features to a system with no of these and constantly glitches. -Skill-based routing does not work correctly and is limited to the possibilities of the Classic Widget Chat triggers, which is ridiculous. In other words, they took the old platform that had its disadvantages and made a new one based on it, with new bugs and with all the disadvantages the previous one had. The system forces 1 agent to take up to the maximum number of chats while other agents take 2. The system doesn’t allow flexible routing; you have triggers with all OR any conditions without a combination of those. -Some tickets which were automatically created after chats did not close automatically and constantly reopened. -All tags will disappear if you renew the page (which has to be done frequently due to the lags). This will make your company unable to create and follow up on any request statistics. Upon the questionnaire of more than 80 people in the department regarding Agent Workspace, we received zero positive reviews, and 10% of agents replied that they would consider quitting the company if the service remains working like that. The service is not worth recommending for that price, and if you did not yet decide wherever Zendesk is for you, we would advise reviewing other companies.

Zendesk has been a beneficial application for us over the last 10 years and changed the helpdesk solution when it first came about. However, since then, it's continued to get significantly more expensive for features that don't warrant a hike in price. And I would mirror the frustrations below by Johnny. Additionally as many of these SaaS platforms grow and get acquired by larger enterprises, the customer service becomes less personal and you just get pushed by the sales teams to spend more money. We wanted to switch to a monthly plan from an annual plan as we had reduced our number of customer service staff, which we have done successfully with other SaaS applications previously. Initially, there was no budging on this and all we got was a link to their legal agreement, no explanation or conversation. It felt very cold. To be fair to them after about a week we did get a partial resolution (but stuck on an annual subscription after auto-renewing) but I fear in many cases small businesses will be hung out to dry. The thing about auto-renew is any notification can get stuck in spam or as others will likely understand can get swamped by other emails in your inbox. I'd be very careful committing to an annual plan as they don't make it clear that you're unable to remove members mid-way through your subscription. Although we're sticking with Zendesk for the moment (as we're still stuck on their annual plan) we'll look at other options before we "auto-renew". I think larger platforms need to be really careful about their policies moving forward as switching to more customer-friendly and flexible solutions will happen very fast for business, especially in the current economic climate.

Reporting is terrible, unless you pay extra for it, I can't analyze or export any data. Also, basic features are non-existent, like changing font-size or color. Anything that isn't the bare minimum is impossible.