ZendeskReviews of zendesk.com

Zendesk offer an amazing platform, their motto is "The best customer experiences are built with Zendesk" Yet, trying to get help with Zendesk is awful and I have never had a good experience with their customer support team, it takes weeks to solve issues, their responses clearly indicate they don't care what so ever, they always say that they are experiencing higher than usual and never apologise for the delayed response. If you never run into issues then it's great, but it seems as if we are running into issues every week.

For a company that sells customer service software they sure could do with a LOT of training. 1) Service is terrible. Very difficult to get help. 2) They use bait and switch tactics with their plans. A feature can be included in a higher plan but once you purchase you are then told that the feature also has a "Lite" and a "Pro" plan. So its like a subscription within a subscription. Double check this before you buy. 3) Offer no refunds. Buyer beware.

They ignore what you tell them. I had an issue with online ordering, and the restaurant themselves told me to speak with the chat system to resolve the issue, as it wasn't something they could handle from the restaurant. The first person on the chat did not pay the slightest bit of attention to what I was telling them, and just said they were asking the restaurant to call me to resolve the issue. I tried to explain, and they repeated the message. After I clicked the 'thumbs down', I got a different agent in the chat, who told me that the issue couldn't be fixed as the payment was already processed. Fair enough. I asked that *in theory* (stressing those words) what would happen if someone needed to cancel and start over. Next thing, the restaurant calls me saying they'd been asked to cancel my order. 50 minutes of nonsense and unprofessionalism. I'll never recommend this service.

Zendesk Talk is terrible. Customer support has been dreadful as well. They don't understand how their own product works and take weeks to resolve issues.

We're having a lot of trouble activating our Zendesk phone line, even though we purchased a Talk plan 1 week ago. Zendesk agents have repeatedly transferred the situation to their finance team- which hasn't followed up. The phone number we have published for customers' use is inactive and we have not been able to resolve the issue with zendesk. This is unacceptable!