ZendeskReviews of zendesk.com

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

Signed up to a trial, account got blocked immediately, tried to email numerous times to ask why the email address does not work then realised I was in a trial which was counting down and would automatically deduct from my card so try to reach out again and the email that still doesn’t work. I have tried every form of communication and I have not been able to get hold of them so I have cancelled the direct debit subscription with my bank. I do not recommend there is zero customer service

Never known such an infuriating dashboard in my entire life!! Creating users is a nightmare, deleting them is even worse, and figuring out what to do lacks any form of intuitive design or UX focused work. I thought Zendesk would be the leader but in trying to set up my two businesses on it, I've found it to be the worst dashboard in internet existence. I will be going to Help Scout, Zoho Desk, Front or HappyFox.

We had an extremely frustrating and disruptive experience with Zendesk that ultimately forced us to cancel our subscription after more than a year of unresolved technical and billing issues. In February 2024, we opened a ticket because emails were not reaching the Zendesk dashboard. We connected Zendesk directly with our IT partners to resolve the issue, yet months passed with delays and long periods of non-responsiveness. The problem was not fixed until October 2024 — eight months later. Almost immediately afterward, new issues began. In November 2024, Zendesk started flagging legitimate forwarded emails from our own domain as spam. By December 2024, internal and external contacts reported they were not receiving replies sent through Zendesk. We were told Cloudmark updates were the cause and that we simply had to wait for their system to recognize our emails were not spam — an unacceptable answer for a business-critical communication platform. Despite again involving our IT partners, the issue remained unresolved into April 2025, forcing us to explore alternative ticketing systems. We formally requested immediate cancellation on May 14, 2025, including prorated billing. What followed was weeks of confusion, escalations, and inconsistent communication. After repeated follow-ups, we were told early termination was approved effective July 2025. Even then, we had to correct Zendesk when they nearly canceled an unrelated domain. The billing process was just as problematic. We repeatedly requested a final invoice and were ultimately told in writing that no open invoice existed for the closed account. Based on that confirmation, we closed our records. Months later, in November 2025, we received a collections notice for an alleged unpaid invoice. Despite documented proof that Zendesk told us no balance was due — and despite the extensive service failures that rendered the platform unusable — Zendesk’s finance department refused to cancel the charge. This experience reflects serious issues with reliability, communication, and internal coordination. The platform failures disrupted our operations, and the billing mishandling escalated into a collections situation that should never have occurred. For a system meant to support customer communication, the lack of accountability and resolution was deeply disappointing.

simple and powerful