ZendeskReviews of zendesk.com

Avoid if you can (FAO decision-makers) To all big business decision-makers out there I strongly recommend you consider carefully the problems with signing on with ZenDesk so that you don't end up regretting it later. Why trust what I say? I am the MD of a large multinational company employing 1000+ people with turnover in high 8 figures. It is rather unfortunate that ZenDesk is one of the market leaders in customer support considering how unscrupulous their business dealings are. However, there are others; use the Gartner CLM Magic Quadrant to discover who they are. Why you should avoid Zendesk? - Inflexible user management; For example; say you sign up for 50 users for 12 months and you add 10 more halfway through the year to cope with peak, you cannot then remove those 10 users later. In other words, your contractual price will always go up and never down. Add to this the fact that its pricing model is per person in your organisation (tied to email) and not per seat. So you can't hot desk your customer service team and you will need a license for each individual including part-time, contract and seasonal workers. Remember that once you flex your contract up to accommodate these people you pay the yearly license fee regardless of how many months you actually need them for. - Not interested in a business relationship; I have never come across a business like ZenDesk so uninterested in long term business. They care only about short term $ value and they will aim to squeeze as much out of your business as they can. They have a monopoly in certain areas and they know it. - Inflexible renewal; you had better be sure to give them your notice prior to the expiry of your current contract or expect any renewal discussions to heavily favour them over you (see two points above). Don't expect any sort of reasonable discounts even if your business is doubling in size every year. There really isn't much I can say to recommend them other than to say I can't wait until the day another CLM platform starts to out-compete them on the technology front. In the meantime, I suggest you explore alternative options!

Hi, My issue with Zendesk is simple, i started a "Team" trial for "Zendesk Sell". After a few minutes of testing, I discovered that I was trying the "Elite" version, when i tried to change my trial Plan I ended up with a subscription !!!. I didn't receive any confirmation or invoice, (The workflow wasn't clear) I felt that I got screwed. I haven't been charged for that yet, since my card expired, so I canceled the subscription right away, and I immediately contacted support, they told me that they're Not sure how the subscription is successful. But our Finance Team can provide more information about this. One day after I received an invoice, Warning - me that the Payment was declined, and i had to update my card. - Why the trial/subscription workflow are confusing ? - Why do you charge people for something they didn't use? NB: I've been a zendesk client since 2015 Account ID: 807679

Works with fraudulent companies such as Shaw Academy. STAY AWAY CAN NOT BE TRUSTED!

Et dårlig firma der hæver betalingen meget lang tid før der er udsigt til at du får din order. Ligeledes er det umulig sporer varen, når du forlanger dine penge retur,kommer de med en historie om at det er Coronas skyld , og det skinner igemmen at du er et brokhoved. Så det korte er jeg vil fraråde at handte med dem.

Terrible performance issues with their live chat. Poor functionality, software doesn't seem to evolve over the years. They don't listen to their customer base, either via support, or via the forums. It really is not an agile company anymore, there are far better alternatives in 2021, steer clear. PS. they also lost my clients data when they moved us to a new package, and could not recover it.

Really easy to use, and nice solution to manager customer tickets. Their guide product could use more customization options though.

We were onboarded by Zendesk this week. Horrible experience. Called in advance for advice on which service plan to choose. Was advised and chose based on this - the day after we had to upgrade because we had clearly been advised wrong. I've had to talk to 4 different agents, who all seem to balance several customers at once and will lie, saying they are putting you "on hold" to investigate the issue, disappearing for up to 10 minutes at at time. Their agents seem ENTIRELY unaware of how their systems work. They only seem capable of googling the issues we are experiencing, which I could have done myself. Just now an agent hung up on me after I was on hold for 10 minutes - I wrote her and she said our call was disconnected and would call me right back. I'm still waiting for that, 30 minutes later. If anyone knows of a customer service chat system that actually knows what they are doing, please let me know. We will not be continuing beyond the 1 month we paid for.

Review by MV Bytes LLC. Unsolved tickets suddenly started not showing up in the dashboard. So many hidden fees. Prices are not upfront. Have to contact customer service to know about prices of add-ons. And many technical issues with their software. Not worth it