Zendesk Support Suite

“Very rarely will I take the time to write a review, as I tend to believe reviews can become more emotionally charged statements with a heavy bias only towards the squeaky wheels. As a result, I wanted to give myself some time to reflect and then share a professional and honest review in the hope that it can help other companies make a more informed decision. There is a fundamental working challenge with this company which stems from their decision to move away from people-based accountability for supporting customer accounts. Like some other companies, ZenDesk moved solely to a ticketing based system where internal gig-style employees can pick up a ticket and help move things forward. Conceptually I can see where this could result in a 24 hour engine of support to ensure forward progress. However, the end result to the customer is that the lack of any individual accountability results in no one else having any empathy for the customer and seeing customer challenges from initial ticket through to completion. Team members are tagging other internal team members on the customer facing ticket to help each other understand what needs to be done to sign a contract. Our experience on our renewal has been one of the most embarrassing demonstrations of customer support for a company that is supposed to help you with customer support. Because of the challenges in getting a consistent person to know what is going on and see what needs to be done to keep our account active, the account has "lapsed" twice, shutting down our customer ticketing and learning center requiring us to notify our end users on two different occasions. During each outage, the tickets are not met with any urgency or display of any empathy for this customer. As the CEO of a health tech company, I hope that this experience is one that can help influence other decision makers when considering ZenDesk. I would strong recommend that you consider a different solution, one that prioritizes customers with a full team of responsibility and accountability with people owning the process for customer success and renewals.”

“Updating my review following Zendesk escalating my issue and resolving all the issues I was having. I have never had a company of this size reach out to me from the highest levels of management to try and correct an issue I was having with general support staff. Truly a small business element of care being established from the top at Zendesk lately. Looking forward to the other steps that are taken to improve the product and how the company operates to service it's customers.”

“Worst experience ever! I spoke with my Zendesk rep. 2 months before the subscription renewal and requested a quote to reduce the number of subscriptions prior to my next renewal. I sent multiple request to the rep, the Tech support and the Renewal Team. I kept getting the response "We got your message and are working on your request. You'll hear back soon" Then the ticket would close and I would receive a request for survey. The invoice for the renewal was auto paid and I am being told I didn't communicate 30 days before the renewal. I sent ALL of the communication. No response. This is not acceptable business practices. Beware! They take your money and will not communicate.”

“Been using this service for years on an enterprise subscription. The recently changed the level of support that they offer customers via an "overhaul" of their support widget. Now attempting to get any customer support by Zendesk is impossible. If you want to live chat, you can't, it was removed. want to call? nope, that was removed too. In fact, they went to great lengths to remove all traces of their contact phone number from the internet. Want to email them? not an option either. Your only option is to funneled through a poorly designed bot called Z bot who eventually creates a ticket for you. For a company that is supposed to make it easier for businesses to connect with their customers, I can’t even fathom the logic in them building barriers between their own. I'm considering switching. Getting help shouldn't be this hard and I never would have imagined I would be leaving a google review for something like this.. but here we are. If you're considering Zendesk, consider a company with better customer support so that you can better support your own customer.”

“Our business had a bad experience with trying to cancel this service. We have had no response from customer service since their last email telling us we can cancel, and that they would refund us - but we had to do one thing, and get back to them. We did that, and got back to them. No response. Followed up, no response. None. We have been incredibly kind and patient with them, because these are trying times for everybody. Unfortunately we had to dispute their charge and file a complaint. I just feel like we paid them decent money for our services, and they showed very little respect in return. I have spent a lot of valuable time trying to get this service stopped and our money refunded. And yes, we cancelled on our renewal date (in a live chat) - so we were due a refund. Even Zendesk did not challenge that fact - they simple stopped responding.”

“Positive feedback received via Google Places.”