We cancelled, and they charged us anyway. We cancelled almost one year ago only to be charged 1400 last week. When we checked, our account is still active, and the cancellation process does not work, just spins and spins and spins. We are currently trying to get our money back through Zendesk, if that fails we will show the overall Trustpilot page to our CC processor. This is a scam.
We cancelled, and they charged us anyway. We cancelled almost one year ago only to be charged 1400 last week. When we checked, our account is still active, and the cancellation process does not work, just spins and spins and spins. We are currently trying to get our money back through Zendesk, if that fails we will show the overall Trustpilot page to our CC processor. This is a scam.
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 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.
Every time I deal with a company who uses Zendesk, it is a confused and convoluted experience, resulting in bad customer care.
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 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.
I agree with many of the negative reviews here.I have been a Zendesk customer for more than 10 years. The product itself is solid and can work well for mid sized and larger organizations. However, I would not recommend it for small companies. The system is complex to set up, complicated to manage, and requires significant administrative overhead.The reason I am giving one star today is not about the software itself, but about their support and account management.For the past two months I have been trying to remove one unused agent seat from our account. This should be a simple administrative request. Instead, it has turned into an exhausting process.I have contacted their support more than 15 times regarding this issue. Each time I receive delayed responses, often weeks apart. They repeatedly send me a DocuSign cancellation document that I must sign before they can remove the seat. However, every single time the document contains incorrect information, including the wrong name. Obviously, I cannot sign a legal agreement that does not contain my correct name.I have pointed this out multiple times. The assigned support representative even admitted she is new and does not really know what she is doing. That explains the delays, but it does not excuse them.It is quite concerning that a company selling customer support software struggles to provide competent support for its own customers.As a result, I have now paid for an unused seat for two months and will most likely be billed again this month. The amount itself is not large, but that is not the point. The issue is the time wasted, the lack of accountability, and the complete absence of a proper solution.After more than a decade as a customer, this experience has made me seriously consider moving to another provider. There are many modern alternatives offering comparable or better solutions at similar or lower prices, with significantly more responsive support.Zendesk may have been a market leader 10 years ago, but based on my recent experience, they are falling behind.If you are considering Zendesk, do thorough research before committing. Support quality matters, especially when you need something fixed.
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.
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.
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 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.
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.
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
very good tool for customer support. Tool keeps on innovating.
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.
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.
Helt horribel upplevelse med 0 support från deras sida
this is the worst platform with horrible customer service, avoid it at all cost
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.
