ZendeskReviews of zendesk.com

A service helping companies with chat services - but doesnt respond to their own customers..

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.

scam Avoid this site because it deals with many scam companies and platforms such as Gexmi When reporting, you will be answered automatically And you will not reach anything

scam Avoid this site because it deals with many scam companies and platforms such as Gexmi When reporting, you will be answered automatically And you will not reach anything

They help fraud companies sell counterfeit goods. They should be held accountable for facilitating illegal practices.

Without warning all services terminated... Is this not a platform that controls all your incoming channels... What happens if they switch it off at once - which they did Zendesk as a service provider, it is your responsibility to provide uninterrupted service and to address any issues or concerns that arise in a timely and professional manner. Zero business ethics and no trust - avoid this business - if their policy triggers your business will suffer

They do not answer the phone, and you have to wait forever on chat for someone to help you. Our help desk has been down for 2 days!!! They are awful and I cannot wait to switch to Freshdesk. Stay away from this company!

When contacting a vendor, Njord-Gear, multiple times via the email on their website that sells smart watches, I receive an automated reply with a support Request no. and a link to Zendesk. So far nothing. I am reporting Njord to the BBB which covers Canada, supposedly where Njord is located, the USA and Mexico. Avoid both “businesses” which are a waste of time and money.