Zendesk

Zendesk spoiled the help desk

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.

🤖 A Shield for Bad Management, Not a Customer Tool!

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

Customer service is none existent! NOT DELIVERED

Signed up to a trial

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…

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.

Major issues and sent to collections when we were told there as no balance remaining due

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

This "Customer Service Solution" is a…

This "Customer Service Solution" is a joke. I just spent 3 days interacting with it for a subscription problem at BlueAir. It kept repeating itself offering solutions that didn't work earlier. Finally the system pushed me to a "real person" (I'm not certain he was real) who informed me that they have a known problem an I should access their system using a PC (instead of a Mac) and using a different browser! Two issues here: (1) why didn't ZenDesk know that it was a known issue and respond accordingly? and (2) the "Real person" was almost as bad as the ZenDesk AI. It took 10 minutes to subsequently ask him to cancel a subscription that I could not see via the AI suggested page. Just awful.

Spare me the daily 2F Auth

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.

I could not believe what happened to me…

I could not believe what happened to me today with ZenDesk. I wanted to track my order but could not find the email so I simply sent a message to the company with my name and address and asked if they could resend me the receipt with the tracking number. I did this about six times. Finally I found the receipt so I told them I found it. From the tracking number so I did see that it's packed and sent but not ready to be delivered yet. Every single time they responded with some diatribe about how it's very hard to cancel an order that's already been packed and shipped. They understand how frustrating it is and how I should wait and see if they can cancel it directly from the shipper. And no matter how many times I wrote back and said that I absolutely did not cancel my order they kept replying in the same mode. I don't know where they're getting this does a human being even read this stuff? The last message I got from them was again they're trying to cancel my order!!! I don't know what to do about this, but I'm never going to buy from this company again if this keeps up. Update: The company finally responded by a human and apologized for the incorrect automated responses.

Use on Start, Skip if established

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.

My questions were answered

My questions were answered, and I was able to ask and get answers to questions not pertinent to the day's discussions.

We have an issue with Zendesk not…

We have an issue with Zendesk not getting back to us, and they are rerouting emails to the wrong companies. No customer service email and no support! We have been trying to resolve this issue for months.

Horrible and worthless

Horrible and worthless! Such a NIGHTMARE!

Zendesk...avoid at all costs if you value your support process

First off, I'm a 50+ year MS/Apple developer and have used various methods of support processing over the years ranging from simple email to Kayako and now Zendesk so this post is based on vast experience and not a knee-jerk reaction to a perceived issue. As a mid level software developer for the imaging industry we pride ourselves on timely and accurate responses to our worldwide customers. We've been using Zendesk (ZD hereafter) for a few years and at first it met our needs of ticket creation and response. However, in the last couple of years, ZD, like pretty much every company on the planet has decided we need THIS cool, new feature or THAT AWESOME process and so have started putting useless garbage into the software. They added an AI button that partially obscures our macro responses and it has no way of removal. Plus it lists a pile of past AI chats, all of which are ALWAYS useless when asked specific questions. They also added a mouseover 'feature' that pops up a ticket summary whenever you mouseover a ticket which is annoying to the extreme as the miniscule summary blocks the view plus is useless in what it portrays. There is no way to customize when, where or why it pops up and there is also no way to remove it. Adding such features and then forcing them on an in place workflow is absurd. If you add a feature, it should have the ability to be toggled off if unneeded. A recent response from their support, which in itself, is horrible, they said you couldn't toggle it off but you could change the view to a restrictive multi-column one which would be useless to us. And the final nail in the coffin is when I called the response 'bulls**T' they flagged me for 'inappropriate language'. So this alone shows how they tag you on a response which in a nutshell pigeonholes your further. As the whole 'support' process, starting with the useless AI responses and then further apologies for not responding due to excessive tickets (wonder why?) was extremely frustrating and useless, I have the specific right to call out their 'bulls**T' which is exactly what it is. Sadly, as an old developer, this is the norm now with pretty much ALL companies as they are run by IoT children marketers with no idea of a work ethic or how software functions in real world scenarios. You don't force workflow related changes onto mission critical software without an option to disable it....plain and simple. We're already processing other platforms and my advice is for any using ZD for a stress free process to look elsewhere as their support is beyond slow and the responses you get are useless and full of excuses. Plus, the customer interaction process is a hit or miss with ghost tickets or just plain lost responses. **As to the Zendesk reply....I simply don't believe a word you posted and nor should anyone else. You had your chance and totally blew it...just look at similar complaints and responses. Nothing but lip service...liars.

I was talked down to

I had a great working relationship with Zendesk when I was with a company who had over a milion dollar annual contract. I'm now with a smaller company, trying to set up our AI chatbot and their customer service team has been truly the absolute worse. I was talked down to, sent articles instead of actually answering my questions. One particular rep, Jérémy jumped on a zoom call and was extremely rude, condescending, and spoke down to me like I was a child. They need to do an entire retraining on how to work with customers, worse customer service I've ever experienced.

Terrible & Expensive

Terrible, expensive company that you could literally vibe code a suitable replacement knowledge desk and customer service ticketing system in a weekend. They offer almost no value to a client in 2026 and I can't wait to cancel.

If you are looking for something that…

If you are looking for something that is completely illogical and want to ruin your nerves, Zendesk is the solution for you. Their entire website is complete chaos, the system is the same, there was once a plan but that's as far as it went. I don't recommend this rather mediocre and illogical system.

Ive been trying to get support for a…

Ive been trying to get support for a new company set up but it is hard to get a hold of someone who can help me and I keep getting passed around like unwanted offspring.

Every time I add a user or remove one…

Every time I add a user or remove one it is like I'm asking them to move mountains on my behalf. Typically takes 3-4 days just to make one small change like that despite my efforts to request a better method. I'm so excited that all the new AI tech will make replacing Zendesk so easy.