Zendesk (www.zendesk.com) has a 2.0 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Electronics & Technology and its reputation is poor. 67% of reviews are 1 star, a relatively high share; The business has replied to 64% of negative reviews; 76 of them were added in the last 12 months. Last updated 2026-08-12.
I tried to sign up for the 14 day free trial to test the product. They charged my card. I have now been on the "help" chat for 35 minutes and they cannot even complete a simple task of ensuring my credit card has not been charged. I have no desire any more to even trial a customer service product that has such poor customer service. Do better.
Reply from Zendesk2026-03-11
Thanks for reaching out. We appreciate your perspective and apologize that our current service didn't meet your expectations. We’re taking your notes seriously as we focus on upcoming improvements. We value your business and are dedicated to doing better.
Very frustrating experience. The system is far too complicated, and the support is either very slow or unresponsive. This is a company that sells software for customer support, and it is very disappointing that they do not provide support. I would consider looking elsewhere.
Reply from Zendesk2026-03-05
We appreciate you for flagging these pain points. It’s disappointing to hear that our platform felt difficult to navigate and that our support team didn't provide the quick relief you needed. We are currently reviewing our interface logic and our internal response protocols to reduce this friction for you. Your insights are exactly what we need to prioritize the right improvements in our next update.
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Charlotte Wilson · 4 reviews · Experienced 2026-02-02 ·
★★★★★
Zendesk has powerful features but the…
Zendesk has powerful features but the platform is overly complex and basic setup takes far more time than it should. Support is slow and hard to reach, which is frustrating for a tool that is supposed to help with customer service.
Reply from Zendesk2026-03-05
Thanks for reaching out. We sincerely apologize for the lengthy setup and the difficulty you had reaching our team. This isn’t the level of service we strive for. We’re using your insights to refine our platform’s ease of use and boost our support responsiveness immediately. We appreciate your patience while we level up!
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Samantha · 1 review · Experienced 2026-01-22 ·
★★★★★
Zendesk significantly overpromised…
Zendesk significantly overpromised during the sales process and has failed to deliver on the level of support that was clearly discussed and agreed upon.
From the beginning, I was explicit: I have a large team and require hands-on, ongoing implementation support—not surface-level assistance. This was communicated before signing and reiterated multiple times after onboarding began. Zendesk repeatedly emphasized the size of their team and their ability to support businesses like mine.
In practice, getting meaningful help has been unnecessarily difficult. I emailed three separate Zendesk contacts/teams requesting assistance and received no response. The only reason I finally received a confirmation from someone was because I called again—after already attempting multiple written follow-ups.
When I did eventually get on a Zoom call, I was informed the time would be limited. The session focused on resolving small, isolated issues rather than providing actual setup guidance or walking through a proper implementation. This is not onboarding. This is not hands-on support.
For a platform positioned as enterprise-ready, the lack of ownership, continuity, and responsiveness is unacceptable. The disconnect between what was sold and what is being delivered is stark. Zendesk’s support structure feels reactive, fragmented, and unwilling to engage at the level required for a growing organization with real operational needs.
I chose Zendesk based on explicit assurances of support. Those assurances have not been honored. The experience has been frustrating, inefficient, and deeply disappointing.
Reply from Zendesk2026-03-05
Thanks for being so candid with us. We sincerely apologize that the support you’ve received hasn't matched the vision we discussed during your onboarding. We pride ourselves on providing comprehensive care, and it’s clear we missed the mark for your team. Please know that we are treating your feedback as a priority and are currently refining our implementation workflows to ensure larger teams like yours have the dedicated, high-level support they need to succeed.
A customer service platform with no customer service
A customer service platform with no customer service.
That’s honestly all you need to know before signing up. We’ve been with Zendesk for years, hoping things would improve, they haven’t.
It’s expensive, unintuitive, and unnecessarily difficult to use or develop. Support is effectively non-existent. No meaningful help, no communication, and no engagement from our so-called “account manager.”
They’re very quick to chase payments, but once you reply with an actual issue, you hear nothing back.
More fool us for sticking around as long as we did.
Reply from Zendesk2026-03-05
Our team appreciates the feedback, though we’re disappointed to hear that we’ve missed the mark. A platform should make your life easier, not more difficult, and it’s clear we have work to do. We are currently reviewing our user interface and internal support protocols based on your comments to ensure a much smoother experience for all our users. Thank you for helping us see where we need to grow.
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Kenny Tran · 1 review · Experienced 2026-01-21 ·
★★★★★
One of the worst platforms to be…
One of the worst platforms to be working with in 2026. Unintuitive and confuses more than it helps. The fact that this platform is operational is astounding
Reply from Zendesk2026-02-19
Thanks for being honest about your experience. We’re truly sorry that the platform hasn't felt intuitive to use; that is the opposite of the experience we want for you. Our product team is looking into ways to make the interface more user-friendly and intuitive based on feedback like yours. We appreciate your patience while we level up!
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Peter · 1 review · Verified · Experienced 2026-01-15 ·
★★★★★
very good tool for customer support
very good tool for customer support. Tool keeps on innovating.
Reply from Zendesk2026-01-30
Hearing that you're finding our tool so helpful really made our day! Our team is passionate about building software that solves real-world problems, so your feedback is a great reminder of why we’re in this business. We also love that you’ve noticed our focus on innovation. Thank you for your support and for being a part of our community!
Reaching out to customers in regards to any issues they have with the product. They also listen to any ideas or tips that the customers might have in regards to potential improvements.
Reply from Zendesk2026-01-12
Thank you so much for noticing our commitment to staying connected! We truly value your insights, and it’s incredibly rewarding to know that our focus on open communication is making a difference for you. We appreciate the kind words!
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O.Y · 1 review · Experienced 2025-12-17 ·
★★★★★
Helt horribel upplevelse med 0 support…
Helt horribel upplevelse med 0 support från deras sida
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Mario · 7 reviews · Experienced 2025-12-15 ·
★★★★★
this is the worst platform with…
this is the worst platform with horrible customer service, avoid it at all cost
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Nick · 1 review · Experienced 2025-12-11 ·
★★★★★
Terrible customer support
Zendesk is absurdly expensive, unnecessarily complicated, and has potentially the worst customer support I've ever worked with, which is ironic since they are literally a customer support platform.
Our team has spent countless hours trying to fix the issues we have with this platform without success. We've had to hire "Zendesk specialists" because the actual support just doesn't respond. In the 3 years we've used Zendesk I have never been able to talk to someone about our issues on the phone. This combined with the exorbitant cost make Zendesk the worst ticketing platform around. There are plenty of alternatives that are literally 1/10th the price, with teams that will actually help.
Some examples of our technical issues include: Phone systems consistently not ringing, ticket creation delays (sometimes up to 48 hours after the client email/phone call), and the inability to access reporting and back end data.
As we transition to a better platform Zendesk support won't even respond to our requests to port phone numbers out. So at the end of this terrible experience we can't even take the phone numbers that we paid for with us.
If you are considering Zendesk, please save yourself the headache and choose another platform.
Reply from Zendesk2026-01-07
We appreciate you sharing these details and sincerely apologize for the frustration our platform and support have caused. The issues you’ve raised regarding ticket delays, data limitations, and especially the number porting process are not the level of service we aim to provide. We are taking your feedback directly to our product and support teams to address these gaps in our platform and to streamline our communication. Our goal is to make this right and provide the support you expect.
You can also reach out to our team via [email protected]. Thank you!
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Afandy · 1 review · Experienced 2025-12-05 ·
★★★★★
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
Reply from Zendesk2026-01-07
We really appreciate you bringing this to our attention. It’s clear we missed the mark in providing the clear, consistent help you deserve. We’re currently reviewing our internal guides and support workflows to make sure our team is better equipped to assist you. Thank you for your patience as we work to improve.
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Michael · 1 review · Verified · Experienced 2025-12-05 ·
★★★★★
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.
Reply from Zendesk2026-01-07
We appreciate your feedback and apologize for the delayed notification during the recent server issue. We realize how critical timely alerts are, and we are already refining our monitoring protocols to significantly improve our response times and keep you better informed in the future.
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Mark · 1 review · Verified · Experienced 2025-11-24 ·
★★★★★
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.
Reply from Zendesk2026-01-07
We apologize for the delayed response to your tickets regarding the report issues and missing emails. We understand the urgency you expressed, and we are looking into why you haven't received a response. This is your support case number: 14209114. Thank you for your feedback.
amazing Quality of Sound , meeting expectatitions x 10000
Reply from Zendesk2026-01-05
That is incredible to hear! We strive for excellence, but knowing we exceeded your expectations by that much is the best motivation our team could ask for. Thank you for the "10000x" support—we’re happy you’re enjoying the sound quality!
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Gary Hunley · 1 review · Experienced 2025-11-22 ·
★★★★★
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.
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Shawn Miller · 3 reviews · Experienced 2025-11-19 ·
★★★★★
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
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sinso · 42 reviews · Experienced 2025-10-27 ·
★★★★★
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.
Edit: If Zendesk wishes to check , please refer to my review of Debenhams for one of the very annoying experiences I had, that was followed shortly after by another retailer when I had to cancel an order due to lack of delivery information and the delay in replying caused further issues. As Zendesk has only just queried this review in January 2026, I think that demonstrates how poor they are in keeping track of what is going on!
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Douglas · 1 review · Verified · Experienced 2025-10-31 ·
★★★★★
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.
Reply from Zendesk2026-01-05
Thank you for the good rating and your honest feedback about the overlap between our automation tools; we recognize that the choice between workflows, rules, and AI can currently feel unclear, and we are working to unify these into a more intuitive, guided experience. We are also prioritizing your request for expanded IMDB options and more robust change control features to ensure you have both the data depth and the versioning security you need. Our product team is actively using your comments to refine our roadmap, and we appreciate you helping us make the tool more streamlined and powerful for your specific use case.
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Amanda · 3 reviews · Experienced 2025-10-27 ·
★★★★★
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.
