Review Time
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.
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.
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.
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.
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.
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.
Good product overall, and ease of use contributes to the rating here. Would like to see more out of the AI features, improvements in ease of implementation, and would like the Zendesk team to raise success metrics in regular syncs talking about its contributed value to our organization.
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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.See more
