ZendeskReviews of zendesk.com

Want five stars? Call an astronomer.

After 10+ years of using Zendesk, I have finally reached the point where enough is enough. Every single year, they push updates that somehow make the system worse. Not better, worse. It is honestly impressive how consistently they manage to break things that used to work perfectly fine. Now the latest disaster, the chat function is basically unusable. A core feature, something fundamental to any support system, and they have managed to turn it into a dysfunctional mess. This is not a minor bug, this is a complete failure of what the product is supposed to do. And when you contact their support, you do not get solutions. You get endless, confusing, and often completely irrelevant suggestions that waste your time. It feels like they are guessing rather than actually understanding their own product. Following their instructions is like going in circles with no outcome. After 15 years of loyalty, I am done. This is no longer a professional tool, it is a liability. Businesses rely on stable support systems, not on constant frustration and broken features. If you are considering using Zendesk, think twice. What you get is not improvement over time, it is a steady decline. This has gone from being a reliable platform to one of the most frustrating systems I have ever had to deal with.

Rockstar support website uses this software and it is one of the worst support sites I have ever used and you cannot get the information you need across to the right people.

Het eerste contact na informatieverzoek gaat redelijk snel. Daarna gaat het al mis, de account executive komt geen enkele afspraak na. Reageert niet en als ze reageert dan komt ze daarna weer haar afspraken niet na. Ongelooflijk dat zulke mensen zo kunnen werken. Ook hun technische afdeling komt totaal niet met een reactie. Overweeg je een samenwerking.... ik zou nog een goed nadenken....

Zendesk creates bad customer service. I have dealt with them now several times for different companies. It is always time consuming and confusing to try to resolve issues over many days by email only. I (and the businesses involved) spend a lot more time for things that could be handled in 5 minutes verbally. And often things are not resolved at all. I do blame Zendesk for this, and think it is an outcome of their approach.

The client's help desk were trying to be friendly, but I think the zendesk system retrained them to be not. Maybe it just overtook them. In any case, the problem was not resolved and they have lost my favourable opinion of their site because of it.

As a customer on the receiving end of a company using Zendesk, I have never seen a tool used so effectively to dehumanize service. The 'ticket' system was used by the company to send automated, robotic, and contradictory responses. In one instance, I received three different 'ticket IDs' for the same issue, resulting in three different staff members giving me conflicting information—including blatant lies about my order date. Zendesk allows lazy customer service teams to hide behind 'ID numbers' and 'automated response windows' while completely ignoring the human context of the complaint. If you want to lose your customers' trust and create a cold, confusing, and frustrating experience, use this setup. My experience was so poor that I've advised the company's director to cancel their contract. Technology is no substitute for basic human courtesy.

Customer service is none existent! NOT DELIVERED