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.
What people say
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Fiona · 17 reviews · Experienced 2025-07-29 ·
★★★★★
A customer service app that provides no customer service!
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.
Reply from Zendesk2025-10-15
We apologize for the immense stress and service failure you have endured over the last 3.5 months, especially the initial, unacceptable delay in resolving your issue. While we appreciate the rating update, we fully acknowledge that this level of frustration is not what we're aiming for our customers., We apologize for the ongoing and damaging situation regarding the mandatory Agent Workspace upgrade. We'll need to stop this impending operational concern and the potential loss of your customers. To immediately assess an exception or deferral for this migration and connect you with senior support to protect your six-year operation, please email us with your Zendesk Subdomain, email address, and the most recent ticket number concerning the Agent Workspace issue at [email protected]
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 and wait for a response from them... and this a unicorn company... a Google form... really?!? I tried canceling the subscription... and guess what... you have to play hide and seek with the unsubscribe button. Honestly, I haven't used a worse software service than Zendesk... just purely bad experience.
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P. R. · 7 reviews · Experienced 2025-07-12 ·
★★★★★
Avoid at all costs
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, unintuitive, and many features are either broken or barely usable.
Considering the high price tag, what Zendesk offers feels extremely underwhelming. It lacks flexibility, modern UX standards, and the overall user experience is frustrating.
What’s most disappointing, though, is the customer support. We’ve had several interactions, and each time we were met with vague, unhelpful answers that clearly reflected a deep lack of product knowledge. It’s hard to describe just how poor the support has been — it has made us avoid reaching out unless absolutely necessary.
In short, we do not recommend Zendesk. There are better, more modern alternatives out there that cost less and deliver much more.
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Dean Mason · 1 review · Experienced 2025-07-03 ·
★★★★★
Good - But could be better
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 a reasonable price) from Zendesk themselves.
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Ian-S · 44 reviews · Experienced 2025-06-25 ·
★★★★★
Anyone who thinks that Zendesk is a…
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 - Inboxpounds.co.uk - they have given misleading, oy lying some might say, responses that initially change when challenged, but when the second clearly misleading response is challenged it gets quite aggressive - "that's the way it is and if you don't like it, go somewhere else".
The other - Lifepoints.co.uk - is just about stalling and hoping you'll go away. It's a carousel of asking the same questions time and time again, without remembering what's already been said.
In both cases, there's an extreme reluctance to escalate up to the company that pays them, like they're so scared of not closing the query satisfactaily that they'd rather lie through their teeth.
Beware, any company that uses Zendesk - this reflects really badly on you too.
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Diego · 8 reviews · Experienced 2025-05-25 ·
★★★★★
Stay away from these scammers
Stay away from these scammers. Check who you're buying stuff from first. They don't process refunds even when it is their fault
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.
Horrible customer support and even worse management.
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Richard Long · 3 reviews · Experienced 2025-05-22 ·
★★★★★
Their process is slower than molasses…
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. EVERY SINGLE TIME I DEAL WITH THEM does not matter the company the service is NO SERVICE. Flat out customer abuse, marginally better than ignoring customers for a few weeks. Seriously outsourcing to India, Pakistan or the Philippines is better. IQ of those folks is higher than the people Zendesk hires in San Francisco as I get the vibe that most if not all are hired under "The Work Opportunity Tax Credit" (WOTC) is a federal tax credit available to employers for hiring and employing individuals from certain targeted groups who have faced significant barriers to employment. That is probably the only group available for under $40/hr in the bay area!
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L F · 2 reviews · Experienced 2025-05-22 ·
★★★★★
It is ironic that Zendesk
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 do any business with them again.
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Max Attila King · 2 reviews · Experienced 2025-05-22 ·
★★★★★
Support is terrible
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 absolute useless.
We are currently a team of 6 analysts who use Zendesk on a daily basis. What impresses me most about the platform is its ability to organize the activities of our support project, serving more than 3,000 users and centralizing everything in a single environment.
With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook.
The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities
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Fanny · 30 reviews · Experienced 2025-04-24 ·
★★★★★
CSM and CX are to be reviewed over there
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 isn't user friendly and they recently doing changes without warning nor beta test : Results = latancy + function broken.
I opened a ticket for latency after doing basic TS. After 10 days of back and forth with their cc I just dropped it, they are incompetent (except 2 people Melani and Miguel).
Worst we have an account manager ? She just doesn't give a shit. She goes on trip without putting OOO message, replies like every blue moon ...
I really do not recommend them at all.
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Naila Khan · 2 reviews · Experienced 2025-05-05 ·
★★★★★
No reply from Zendesk financial team…
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 acknowledgment whatsoever. Zendesk (#13526878).
Reply from Zendesk2025-07-24
Hi Naila! We're so sorry to hear about your support experience. We've noticed that your ticket has been resolved. We apologize for the delayed responses and we'll make sure to provide better communication in the future.
We’re always looking for ways to improve, and feedback like yours help us in that process. Thank you.
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 minus 4 stars if I could. Please be aware this is a scam site
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Aiden · 2 reviews · Experienced 2025-04-30 ·
★★★★★
Frustration!!
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.
Reply from Zendesk2025-07-14
We appreciate you bringing this to our attention. This isn't the support experience we want you to have—we're very sorry to hear that you had a frustrating experience with our support team. We'll look over your feedback as we strive to improve our services.
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Chris Siegel · 1 review · Experienced 2025-04-17 ·
★★★★★
Zendesk offers no support for support. goodbye!
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 intelligence will ever see or touch your inquires. I wouldn't want to use this service for free, never mind continue to pay for a support company that has literally no concept of what the word means. Very excited to explore other options with my organization as I am wildly confident that each and every one will offer a vast improvement on this black hole of engagement.
Reply from Zendesk2025-07-15
Hi Chris, we're sorry to hear about your support experience and appreciate you sharing this feedback. We understand how frustrating it can be when support doesn't meet expectations, and we take that seriously. We'd love the opportunity to make things right—please feel free to email us with more details so we can look into this further at [email protected]
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Robert Holland · 17 reviews · Experienced 2025-04-12 ·
★★★★★
Auto Subscriptions
Warning .This company accessed my credit card without permission and then supplied goods which I never ordered.Despite protracted correspondence, which included return of their products to their designated Florida Warehouse, at an additional cost to me of £20 they have still not re-paid to myself, the original monies totalling £79.90,despite cancellation notice issued by themselves.
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Daniel Dallimore · 1 review · Experienced 2025-04-08 ·
★★★★★
Great Support!
Zendesk support are always extremely helpful with any issues or questions our team have.
Reply from Zendesk2025-07-15
Thanks so much for the kind words, Daniel! Our team is thrilled to hear that our support team has been helpful to you and your team. We're always here if you need anything—don’t hesitate to reach out! 😊
