ZendeskReviews of zendesk.com

Searching for historic info can be challenging

The user interface is beautiful and it works well, but I'm so mad that they made two factor auth required daily 😡 this should be up to the companies. I HATE have to go find my phone to put in a stupid code every single day. Also the translate button only randomly appears for chats and half the time I see the language detected something completely random when the ticket is on English. Otherwise I love it compared to Salesforce. Barf.

The platform is adequate. Most features meet most of our needs most of the time. If your organization cares about solving tickets more than about investing in your customers' experience, this is probably an ideal platform for you. Where Zendesk really misses an opportunity to demonstrate thought leadership and show value by example is with their implementation of their own product. (To be clear: I'm not talking about the quality of service that I receive when I'm finally able to get in touch with an agent, which has generally been good; I'm talking about the systems that Zendesk has chosen to implement in their own software that make getting in touch with an agent and finding solutions so difficult). Suggested articles are irrelevant to the problem proposed, and very often not even related to the Zendesk product that I'm asking about, even when I specify the name of that product in my prompt. The self-service search functions have been more of a barrier than an aid to finding useful results in the self-service portal; it's frustrating to the point where I've given up on attempting to use the product's self-service offering to ask questions about the product and instead submit tickets directly through the form.

The money grab by Zendesk with its customers is real. The pricing model of a fixed license cost plus the AI fixed cost plus the Resolution cost is too much. Only providing fifteen resolution credits per license per month is nothing. Salespeople are trying to convince me that a $1 per resolution is a great deal and why I should pay $10K upfront to get a discount, but it still does not remove my agents from having to get involved. Zendesk is still a great omnichannel platform, but they are going through a lot of change and acquisitions that are not fully integrated into the platform, and less tenured employees who are not familiar with the platform on a deep level, except for the buzzwords of selling. The internal pressure to sell more products is very clear, as their goal is. Since we are using more 3rd party vendors to get better service and solve problems more cost-effectively than Zendesk, we may consider other competitors for ticketing in the future, including one we lightly use now in Freshdesk.

UPDATE 30 Sept 2025 After months of being passed from one agent to another this was finally resolved. It could have been resolved so much more quickly and so much more easily than it was. Which is why although I've updated the number of stars. It still remains only at three because I had a very stressful 3.5 months The company I work for have been using Zendesk for over 6 years. Whilst it's not perfect we have adapted it to function well alongside our own administrative plug-in. However, a short time ago, we were informed that we would be "upgraded" to Agent Workspace. The problem with this is that it is not an upgrade at all. It will remove our own plug-in. It will insist on a format and on functions that are completely useless to us and will, in summary cause huge disruption, disorganisation and resultant serious deterioration in the service that we provide to our customers. As soon as we were notified of this forthcoming change, I reached out to Zendesk to explain that we did not want to change. I have been met with nothing but a brick wall. Agents from Zendesk repeatedly tell me that this will be "much better" without actually investigating what my concerns are. Then seven days ago, I was told that somebody would get back to me and show me how our system could work on the new agent workspace system. This has not happened and now the email that I was told I could write to is no longer functioning. They say I have to use the new "messaging" system, but that is not available to me because I have not upgraded to the new agent workspace. I foresee that in a weeks time we will have a huge mess on our hands, invariably lose customers and of course, we are now seriously looking for alternatives to Zendesk.

Zendesk si occupa dell'assistenza a Namirial. Assistenza con 5 giorni di ritardo. Fino al 2024 il servizio funzionava bene. Non riesco a sbloccare il mio servizio né dal pc né dallo smartphone, non si riesce ad avere assistenza. Alle e-mail fatte per ricevere assistenza hanno risposto dopo 6 giorni, nemmeno se fatte con la PEC. L' assistenza virtuale consiste in un servizio automatico sul quale è impossibile trovare la soluzione dei problemi. Se si vuole ricorrere all' assistenza telefonica si debbono pagare Eur. 9,90!!! Miglioro la recensione perchè dopo 6 giorni mi è arrivata l'email per sbloccare e risolvere i vari problemi, e ci sono riuscita. Ora funziona.

I do not like that so many steps need to be done just to send an email.

One thing I dislike is on the home page, when you have read an update, the update does not disappear. Also, when a reply is made on an ticket, the status does not change.