ZendeskReviews of zendesk.com

I was on a support page for some website, asking for help. No matter what question i asked, the bot continuously asked me to rephrase my question. Genuinely not a single time, EVER, was the bot able to reply to any question i gave it.

Zendesk overcharged my organization and I asked for a partial refund which they declined. I therefore filed a report with my credit card company who later contacted Zendesk for more information. Next, rather than contacting me or taking any human steps, the 20-year old Zendesk agents in Asia SHUT DOWN our entire platform leaving us with zero service for days. Only after threatening legal action did they restore the platform.

Being a customer for several years we have seen customer service reps come and go. The one thing they all have in common is that they really don't care at all about customer service or retention. Bugs? They don't fix them. We have had one that has been ongoing for over a year. "Tech team is looking into a solution". Just avoid Zendesk, there are so many better options out there.

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period. Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing. We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care.

Operates in bad faith. A security exploit was given to them but they dismissed it and did not pay a bounty. They then followed up later lying about the situation with the security researcher about the reasoning for not paying the bounty.

Oh boy Zendesk is just a bunch of crap, been using them since the beginning I'm still on the old pricing and paying only a fraction of what that charge nowadays, but oh god this is only getting worse and worse to the point that I don't even care about the pricing anymore. Please save yourself from a bunch of spam, and choose another service. They just don't provide any spam protection, they have a "Mark as spam" option but well you guessed it, don't do anything else then remove the ticket, no option to setup rules to delete tickets containing specific words/sentences, no auto spam protection, no-one answers your concerns or questions they ignore you even tho you've been a customer for over 15 years... I think this is the worst customer experience I had in years. Now where at this stage I just wish them the worse and they can suck it...

So I tried them years back in 2021 or so. No one replied to my questions and they were a no show on sales call. No big deal, went with Intercom. Decided I want more ticket-like functionality, decided to try again in 2024. Same exact issue. No one replies, no one answers questions, and their plans over monetize themselves. I finally get a sales person to take my call. He sells me "unlimited brands and help centers" on an Enterprise plan. I agree, pricing was fair. Turns out it was only 5 brands, 5 help centers. Bait and switch. Tried to complain, got a sassy remark from Adrian Miranda, and when I replied, no response. Leadership skills lack.

Sent Zendesk detailed descriptions and screenshots by email of our issue - IE someone at Zendesk brilliantly changed our account to disallow eny external comms with our customers rendering it useless, Bewildering... After 7 days of repeated email requests for a call or meeting to resolve, 3-4 per day, Nothing...Just more daily Bot-like repeat questions and useless links from Zendesk, No-one bothered to read previous messages with details of our issue, Not once - horrible experience