Saturday, November 7, 2026 · Customer reviews of US businesses
The Fair Hearing score
Bad
725 reviews
ZendeskSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Zendesk is the next-generation AI-powered support solution with built-in ticketing, conversational messaging, live chat, and more designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk uses AI to helps businesses handle more interactions, increase customer satisfaction with personalized support, and decrease costs to free up time for agents.Zendesk serves over 130K global brands across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.
Zendesk (zendesk.com) has 725 customer reviews on The Fair Hearing, with an average rating of 1.6 out of 5.
Showing 29 reviews with 2 stars · Clear filters
The setup was confusing and took longer than expected. Definitely not worth the hassle for the price.
By Erykah C.
Response from Zendesk· Jul 30, 2026
We sincerely appreciate your insights regarding our onboarding process. Ensuring our setup is intuitive and efficient is a top priority, and we are currently updating our guide to simplify each step for our users.
2026 really not started well. I received poor support, faced bugs, and my account manager left Zendesk with no introduction to the new person who will take over. When trying to reach out to the support I had to fight with an AI bot who was "happy to help me" with my request to churn the contract. After escalating, I finally received some attention and help. Let see how things move from now. I really hope things will stay like this now and that it is not a temporary attention as the contract renewal is coming.
By Nicolas H.
Response from Zendesk· Jun 23, 2026
We appreciate you bringing these issues to light. We are actively restructuring our client handoff protocols today to ensure that when account ownership changes, your service standard doesn't drop. Your feedback is driving that immediate change.
Signed up in October. Expressed concern with setup into a functional Customer Service team. Support wass non-existent. I needed assistance and instead I was met with a $12,000 invoice to get me where I needed. I thought I was buying the solution. Turns out that was not the case. Likely works for simple solutions. If you're already established you will not receive support necessary to be successful. Extremely broken model.
By Mathew B.
Response from Zendesk· Mar 23, 2026
We appreciate the honest breakdown. It’s disappointing to hear we missed the mark on your team’s implementation and cost transparency. We’re taking your feedback directly to our leadership team to improve how we assist established teams. Thank you for holding us to a higher standard!
Not a well rounded or well thought-out product offering. Lots of customisation needed to get close to what you need in a modern support environment.
By Tom M.
Response from Zendesk· Sep 19, 2025
Thank you for this feedback. It's a great point, and we hear you. Our approach has been to build a powerful and flexible platform that can be customized to fit the unique needs of a modern support team, rather than a one-size-fits-all solution. We believe that by providing robust building blocks, we can help companies create a support environment that truly reflects their specific workflows and customer experience goals.
Zendesk support, sales team and CS response times have declined drastically.
By Helen
Response from Zendesk· Sep 22, 2025
Thank you for this honest feedback. We're sorry to hear that you've experienced a decline in the response times from our support, sales, and CS teams. This is absolutely not the level of service we aim to provide, and we take your feedback very seriously. If you are open to it, please provide us with more details about your account. Send us an email at [email protected]
The base plans seem good for what they are, but add-ons can make it very expensive. I'm glad the marketplace offers alternatives, but it's still a little disappointing that I can't get what I need (at a reasonable price) from Zendesk themselves.
By Dean M.
In the company I worked at we are using Zendesk and Klaus (now Zendesk QA). While the experience for Zendesk itself is fine, the one for Zendesk QA is aweful!!! First of all their system isn't user friendly and they recently doing changes without warning nor beta test : Results = latancy + function broken. I opened a ticket for latency after doing basic TS. After 10 days of back and forth with their cc I just dropped it, they are incompetent (except 2 people Melani and Miguel). Worst we have an account manager ? She just doesn't give a shit. She goes on trip without putting OOO message, replies like every blue moon ... I really do not recommend them at all.
By Fanny
Their customer support is so poor. I just prefer qaprix.com, fast and reliable.
By Jorge A.
