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 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.
Poor customer service. I can't reach the company that subscribes to them, nor Zendesk either. Apparently, nothing works.
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.
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 [email protected]
Really great support through introducing AI and changing to annual billing. Lucas is excellent and very responsive
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.
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.
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 [email protected]
I still don't have a resolution to my request
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 [email protected]
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.
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 [email protected] with your Zendesk subdomain, email address, or any open ticket(s) you have from our team.
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.
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.
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.
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.
Thanks—we're thrilled to hear you think so.
The agent was very responsive and the issue was solved really quickly.
Thank you so much for this feedback! We're glad to hear that the agent was responsive and solved your issue so quickly. We'll be sure to pass this on to the team—they'll be so happy to hear that their efforts are making a difference.
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.
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 [email protected].
Zendesk support, sales team and CS response times have declined drastically.
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]
This is a scamming brand. Ignore the Zendesk. Don't waste your time here. thanks
We apologize for any experience you may have had that led you to believe Zendesk is a "scamming brand." We aim to be a transparent and reliable partner for businesses worldwide, and your feedback suggests we have failed to meet those standards for you. We would appreciate the opportunity to understand what specific issue led to this strong reaction. Please share any details—such as a ticket number, your Zendesk subdomain, or the nature of the transaction/service you found misleading—so we can investigate and address this matter immediately. Please send us an email at [email protected]
Great company!
Thank you so much! We're thrilled to hear you think so.
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 review, clearly not based on previous reviews I gave them in their own review system.
We're sorry to hear about your experience, Peter. The feedback you've shared is serious and paints a picture of a company that is not living up to its values. This is not the standard we hold ourselves to, and we want to apologize for the frustration and lack of support you've received. Our team wants to understand what went wrong and make this right. We know you may feel it's not worth your time, but we would truly appreciate the opportunity to have a member of our team connect with you directly to discuss your specific issues and find a way to resolve them. Please send us an email at [email protected]
Zendesk has proven to be a solid platform for our customer support needs. The system is straightforward to use and has helped to streamline our support channels into a single workspace. The automation features are effective. Zendesk is a standard for our operations.
Thank you for this feedback, Willem! We're thrilled to hear that you find Zendesk to be a solid platform that helps you streamline your support channels. It's great to know that our focus on ease of use and automation is making a real difference in your day-to-day operations.
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.
Thank you for this direct feedback, Bobby. We hear your concerns about our pricing model. We understand that the combination of fixed license costs, AI, and resolution costs can feel like a lot, especially when you are using other vendors. We'd appreciate the opportunity to discuss your specific account and usage. Our goal is to provide a cost-effective solution that scales with your business, and we'd like to show you how our platform can provide value that goes beyond what you can get with a patchwork of different tools. We believe that the long-term benefits of a unified platform outweigh the costs of managing multiple vendors. You can send us an email at [email protected]
To be honest,,faithfully,to know the link concerned company, read the instrument and company guide ask help on rules and regulation, must do that it ask, full personal activity, A good bonding relation ship to community,I need functional email, followed, I paid every thing they ask when my business on hand that is help as a bigger.
Thank you for reaching out. We're sorry, but your feedback is currently very fragmented, making it impossible to identify the specific company or core issue you are describing. To help us address the problems you mentioned—especially concerning payment, business activity, and your need for a functional email—could you please clarify these three details: Which Company or Service are you referencing? What exactly did you pay for? What specific resolution are you seeking now? Send us an email at [email protected]
The support responded so fast helping our company out with Stylo and immediately solved our issue. I'm amazed!
That is fantastic to hear! We're thrilled our team was able to respond so fast and immediately resolve your issue with Stylo. We appreciate you sharing this positive feedback!
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