Invited
The search engine has lots of room for improvement. Changing columns and searching for specific artifacts separate from the search bar should be implemented. Open ticket tabs should be moveable with... See more
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Review summary
Based on reviews, created with AI
Based on these reviews
Invited
I'm quite disappointed in the support we are getting from Zendesk. Sure, there's growth and change, but the Zendesk product support is quick to dismiss all of our issues as either user error or that... See more
Company replied
Verified
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.
Company replied
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... See more
ExpressVPN started using it and support is just terrible. Answering slowly, pretending that the issue doesn't exist, asking the same information multiple times. After they don't have excuse their repl... See more
Verified
We were not alerted in due time when your servers crashed/failed and we scrambled to find the source of the problem only to realize it was on your side 24-48 hours later. Need to have Senior manager... See more
Verified
We sent in two tickets to request help with issues on reports and missing emails. In the second ticket that we sent, we requested to be contacted as this was a RUSH. It has been almost 2 weeks on t... See more
I purchased these shoes after seeing a ad on Google search. There is NO mention in this ad THAT THESE SHOES ARE MADE IN CHINA AND IT WILL TAKE WEEKS TO RECEIVE THEM. DO NOT FALL FOR THIS SCAM! Custome... See more
Any Company that uses the interference of Zendesk instead of dealing with their customers directly are the epitome of much that's going wrong with this countrys digressively falling backwards.... See more
My company started using their live chat feature about two years ago. From the non admin user side it’s a terrible experience. The notifications are completely unreliable and their support has been to... See more
Company replied
Verified
Most horrible software, and most horrible, greediest, non-support company I've ever worked with. If I could go into negative stars, it'd be a clear -5. Funny that they sent me this invite for a rev... See more
Company replied
Beware of rip-offs: Please stay away from Zendesk. Everything this company does is a rip-off. Promises are not kept. The software's features and add-ons are touted, but then they don't exist. You c... See more
Company replied
!!!Beware of Auto Subscriptions!!! We cancelled our subscription 3 years ago and have recently had £250 taken from us three years later direct from our bank account. They say we didn't cancel!... See more
Zendesk overcharged my organization and I asked for a partial refund which they declined. I therefore filed a report with my credit card company who later contacted Zendesk for more information. Next,... See more
Company replied
I have been a customer of zendesk for years - I recently realized, 5 days into the year that I had 10 seats my company was not using. I asked them to kindly requote me for a reduced number of seats. S... See more
Company replied
Over the last two weeks I have many encounters with zendesk replies from 3 different retailers and I am not impressed. It is hard to know if it is a human or a bot dealing with your query because the... See more
We signed up to Zendesk based on promises of phone and SMS functionality that turned out not to exist in the way they were sold. We even requested a trial of the phone feature before committing,... See more
Company replied
This shit sucks says the same shit over and over and over been trying to get a mobile phone setup for over two weeks now so I have lost two weeks of my service and I'm going on the third week now shut... See more
Invited
Still getting used to the system. I find that I have to use many add-ons and workarounds to do basic tasks, and there's too much clicking involved. I guess some of this stuff is useful for a big te... See more
I reached out well before the renewal date for my subscription to cancel. They say it needs to be 30 days before the renewal date, so they can't cancel and I have to pay another year. This is comple... See more
Invited
All tickets do not always come to me so I have to look through the "unassigned" which takes so long, very easy to miss something because of that. Harder to keep up if someone responded to something th... See more
Support is terrible, not helpful at all, they have no idea what they are doing. Once trial ends, they cancel the account, losing data and no option to subscribe anymore. Need to call support who is ab... See more
The most horrible experience with Zendesk - the company is plain out thief. They connected a new feature "AI Agents" which is the bot that you as a client sets up. We, the client write articles for th... See more
So they sent me an email asking was i satisfied with their customer service. I replied no i’m not satisfied with their customer service so this is an update to my previous post, I would give now a min... See more
No reply from Zendesk financial team for a week and a half - they said a week and a half ago that they are checking on our invoice and then disappeared. We have sent 5 email replies since then with no... See more
Company replied
I had accumulated points many many points but since they had a bug in THEIR System I was texted after the purge i would lose all points. What a waste of time and effort NEVER USE THEIR POGO app BEWARE... See more
Company replied
Zendesk, the AI only support company charging real human prices. If you need assistance with Zendesk and AI is not able to resolve your issue or answer the question, no one with any element of human i... See more
Company replied
Customer support is completely useless. We have multiple tickets open and it takes them forever to contact us. When they do contact you the solutions they offer are not helpful or relevant.
We’ve been using Zendesk for motnhs, and while the platform is technically still supported and updated, it honestly feels like something developed 15 or 20 years ago. The interface is outdated,... See more
No customer support as the online form does not contact anyone or they do not help. i have had no assistance. Very frustrating.
This company is working with RICHIE GAMES....they send a message after you request a payout from the game ...2-3 days for your payout......Feb 27th...still no payout...contact them they BOT the same... See more
Totally shit service, sorry my French. You can't find anything on their dashboard. It is a maze of buttons and redirects. If you want to turn off a certain feature, you have to fill in a Google form a... See more
I was on a support page for some website, asking for help. No matter what question i asked, the bot continuously asked me to rephrase my question. Genuinely not a single time, EVER, was the bot ab... See more
Company replied
Poor customer service. I can't reach the company that subscribes to them, nor Zendesk either. Apparently, nothing works.
Every single time I have to contact Zendesk support I am flabbergasted by the incompetence. The latest example: if a bug in their system prevents me from assigning a new agent to an open seat on... See more
Dreadful organisation! No refund policy and endless pointless emails which get you nowhere. Don’t touch with a barge pole. Absolutely dreadful!
Company replied
Verified
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 credi... See more
Company replied
Their own customer support is beyond frustrating. And this is a company that is selling customer support as a service! Avoid at all cost - especially now that there is ample alternatives in the market... See more
Company replied
Never again, and it's could be that it's just BCS of one bad agent, Danielius K., who drags the whole sales department down?! So far, first ex year we had no issue, product ok, could be better yet de... See more
Company replied
I am having the same problems as Katie Yoder. I can't assign a role to a new agent as system says we have used all available seats. It says we only have 5 seats, but we pay for 6!! No one is respond... See more
Their process is slower than molasses in the artic. I swear the average IQ of their "Agents" must be 75. takes 2 plus days to get a reply to anything. Takes at least 6 replies to resolve anything.... See more
Anyone who thinks that Zendesk is a "customer service solution" needs to have a careful think. I've got the misfortune of dealing with two companies using Zendesk, both awful. On one - Inboxpound... See more
It is ironic that Zendesk, a "customer service" company has some of the worst customer service i have ever experienced. The are a poorly run business with unethical business practices. I will never... See more
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 i... See more
Company details
Written by the company
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.
The Zendesk Promise
Written by the company
- Drive exceptional customer outcomes with Zendesk
- At Zendesk, our mission is to power exceptional service for every person on the planet. For more than 15 years, we've helped industry-leading companies transform their customer service. Zendesk offers a complete AI-powered service solution that is ready from day one and built to scale to any size. Zendesk AI is trained on the largest dataset tailored specifically for service, so you can resolve customer issues every time. Drive exceptional customer outcomes with Zendesk today.
Contact info
181 S. Fremont St., 94105, San Francisco, United States
- www.zendesk.com
AI-Powered Service Solution
1.8
Poor
668 reviews
Replied to 25% of negative reviews
Typically takes over 1 month to reply
Lazy, stupid and don't want to solve the problem
ExpressVPN started using it and support is just terrible. Answering slowly, pretending that the issue doesn't exist, asking the same information multiple times. After they don't have excuse their reply is always "looks like it's not supported and we cannot give you ETA". But it must be supported based on documentation and worked before. Support is just really, really bad
December 5, 2025
Unprompted review
Verified
We were not alerted in due time when…
We were not alerted in due time when your servers crashed/failed and we scrambled to find the source of the problem only to realize it was on your side 24-48 hours later. Need to have Senior manager cell phones on a dispatch list so they can be alerted in real time there is an outage.
December 5, 2025
Verified
We sent in two tickets to request help…
We sent in two tickets to request help with issues on reports and missing emails. In the second ticket that we sent, we requested to be contacted as this was a RUSH. It has been almost 2 weeks on the second ticket and 3 weeks on the first with no response.
November 24, 2025
amazing Quality of Sound
amazing Quality of Sound , meeting expectatitions x 10000
November 26, 2025
Unprompted review
Theraputic Mens shoes
I purchased these shoes after seeing a ad on Google search. There is NO mention in this ad THAT THESE SHOES ARE MADE IN CHINA AND IT WILL TAKE WEEKS TO RECEIVE THEM. DO NOT FALL FOR THIS SCAM! Customer servive is refusing to accept a return without a defect. They are very uncomfortable and lack any ankle support.
November 22, 2025
Unprompted review
This shit sucks says the same shit over…
This shit sucks says the same shit over and over and over been trying to get a mobile phone setup for over two weeks now so I have lost two weeks of my service and I'm going on the third week now shut this non working pos of a site down
November 19, 2025
Unprompted review
Designed to frustrate!
Over the last two weeks I have many encounters with zendesk replies from 3 different retailers and I am not impressed. It is hard to know if it is a human or a bot dealing with your query because the replies lack the intelligence to refer to previous queries and answers from the same person, or if they do, they ignore the infomation. This could be due to bots or untrained humans. On the positive side, it has almost cured me of using some retailers, so there will be just a few who still operate a phone line with intelligent capable human beings at the other end, who can sort your issues within a reasonable time, not in 2 days, if you are 'lucky'. So I suppose I will spend my money on a few, but caring, companies, who believe in good customer service.
October 27, 2025
Unprompted review
Verified
Very good tool but complicated due to…
Very good tool but complicated due to the number of conflicting tools. Example is workflows, rules, and AI not a clear path on which tool to use. Also needs to support more IMDB options, including better change control features.
October 31, 2025
No customer support
No customer support as the online form does not contact anyone or they do not help. i have had no assistance. Very frustrating.
October 27, 2025
Unprompted review
I reached out well before the renewal…
I reached out well before the renewal date for my subscription to cancel. They say it needs to be 30 days before the renewal date, so they can't cancel and I have to pay another year. This is complete BS.
They also make it really hard to cancel.
October 24, 2025
Unprompted review
Poor customer service
Poor customer service. I can't reach the company that subscribes to them, nor Zendesk either. Apparently, nothing works.
October 23, 2025
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Live chat is broken
My company started using their live chat feature about two years ago. From the non admin user side it’s a terrible experience. The notifications are completely unreliable and their support has been totally unhelpful. We are repeatedly told there is nothing wrong or given generic troubleshooting steps meanwhile the entire team experiences live chats coming in with no sound, no pop up box, and sometimes neither. All the settings are correctly enabled, the browsers are up to date, we’ve cleared cookies daily and it still happens. The alerts are frequently not visible until the browser is refreshed. Chat response time is a key KPI in my job and the missing notifications are going to cost someone their livelihood. Zendesk refuses to admit there is an issue so all I can do is warn others to stay away.
September 23, 2025
Unprompted review
Reply from Zendesk
We regret to hear of the frustrating experience your company has had with our live chat notifications and the unhelpful support you've received, Joy. It is clear that the intermittent failures—missing sound, pop-ups, and the constant need to refresh—are severely impacting your team's crucial KPI for chat response time. We apologize that this issue, which you have meticulously troubleshooted by checking all settings and clearing cookies, has not been properly acknowledged or resolved. We take the potential impact on your team's livelihood very seriously. Please provide your Zendesk Subdomain, the most recent Ticket Number you have for this issue, and whether your team is using the Chat Dashboard or the Agent Workspace at trustpilotreviews@zendesk.com
Verified
Really great support
Really great support through introducing AI and changing to annual billing. Lucas is excellent and very responsive
September 8, 2025
Reply from Zendesk
Thanks for taking the time to share your positive experience, Julie! We’re thrilled to hear that the introduction of AI features and the move to annual billing have been beneficial for you. We are proud to hear about Lucas—we’ll be sure to recognize him for his excellent and responsive support. It means a lot to know our team is making a real difference.
Reconsider whether Zendesk is right for you
We signed up to Zendesk based on promises of phone and SMS functionality that turned out not to exist in the way they were sold. We even requested a trial of the phone feature before committing, but were not allowed.
After advising Zendesk that we did not wish to continue, our service was cut off without any notice, leaving us without an office line for nearly a full business day. Our customers couldn’t reach us, and it directly damaged our operations.
To make matters worse, Zendesk staff said they would follow up but never did. We are still being chased for payment despite making it clear we want to cancel.
In our experience, Zendesk has been misleading, unreliable, and careless with customer service. I cannot recommend them to any business that depends on stable communication tools.
September 11, 2025
Unprompted review
Reply from Zendesk
We're sorry for this sequence of failures, which is completely unacceptable and clearly led to direct damage to your business operations. It is unacceptable that you were misled about critical phone and SMS functionality, denied a trial to verify those capabilities, and then had your service cut off without notice, isolating you from your customers for a full business day. We need to escalate this immediately to our senior leadership to ensure your account is properly canceled, all payment pursuit ceases, and we investigate how these misleading promises and negligent actions occurred. Send us an email at trustpilotreviews@zendesk.com
Verified
Reply from Zendesk
We apologize that your request remains unresolved, Rhiannon. This is unacceptable, and we understand your frustration. To escalate this immediately and ensure you get a definitive resolution, please reply with your ticket number or any open ticket(s) from our team at trustpilotreviews@zendesk.com
Never again, bullying and cheating you into services you don't need
Never again, and it's could be that it's just BCS of one bad agent, Danielius K., who drags the whole sales department down?! So far, first ex year we had no issue, product ok, could be better yet definitely between the top on the market, AM and renewal no issue. We have found a deal for both parties.
This year\time, Danielius got involved, started to offer a price increase per user with a fix length prolongation (from 1 to two years). We repeatedly tell him that we are not interested in such a deal as our current company situation requires flexibility. We advise him that we wish to decrease user count and we increase it as we go, as business dictates. He argued that we will be charged normal list price. We confirm him that we are ok with that, yet he gives another proposal again and again, constantly getting back to offers with more users and\or longer term... You don't understand it. Time poses and then one day he says that we need to have 2x users more, what we asked for to renew because currently we have that amount of users and he can't change that less than 30 days before contract end... Yet we paid for these, till end of current period we can have them paid, nothing Todo with what count we need os od new period, especially for list price... Clearly trying to bully you into a service offer you don't need. Cheating\scamming you or minimum trying to! Not recommended, there are many other alternatives out there, which I hope will have no "Danielius"-es on the team. We will see, certainly ready to try and figure, we are dropping Zendesk BCS of this service.
August 28, 2025
Unprompted review
Reply from Zendesk
We sincerely apologize for the experience you had during your renewal process. The behavior you've described—feeling bullied, cheated, and pressured into a service you didn't need—is completely unacceptable and does not reflect our values.
We understand your frustration, especially given your previous positive experience. It's clear that the handling of your renewal was a significant failure on our part, and we take this matter very seriously.
We are investigating this internally to understand what went wrong and to ensure this does not happen again. In the meantime, we want to make this right.
If you are open to it, we would like to connect you with a different account manager to talk about your needs and find a solution that works for you. Your business and trust are important to us, and we are committed to earning back your confidence. Feel free to send us an email at trustpilotreviews@zendesk.com with your Zendesk subdomain, email address, or any open ticket(s) you have from our team.
Verified
Adequate
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.
August 25, 2025
Reply from Zendesk
Thank you for this feedback. It's a great observation, and we appreciate you sharing it. We agree that Zendesk is effective at solving tickets and meeting most organizations' day-to-day needs. We also believe that a great ticket-solving process is a critical part of a positive customer experience, as quick and efficient resolutions are often what customers want most.
Verified
Not a well rounded or well thought-out…
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.
August 21, 2025
Reply from Zendesk
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.
BEWARE OF RIP-OFFS
Beware of rip-offs:
Please stay away from Zendesk. Everything this company does is a rip-off. Promises are not kept. The software's features and add-ons are touted, but then they don't exist. You can easily increase your licence, but never reduce it. Despite timely cancellation, they still try to take your money. It's better to look for another solution.
August 19, 2025
Unprompted review
Reply from Zendesk
We're sorry to hear about your experience, Gerome. The issues you've raised—from promises not being kept to difficulties with licensing and cancellation—are serious and completely unacceptable. This is not the experience we want for any of our customers, and we want to apologize for the frustration and lack of trust this has caused.
We are taking your feedback very seriously. We will be investigating these specific points to understand what went wrong and to ensure that our processes and communication are improved.
In the meantime, we would appreciate the opportunity to discuss your specific situation and see what we can do to resolve it. If you are open to it, please provide us with your account details at trustpilotreviews@zendesk.com.
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