Zendesk

“Zendesk isn’t horrible, it’s actually pretty great. The problem is you don’t know what you’re doing and can’t follow simple instructions. If you can’t get things to work with Zendesk good luck with any other platform out there…”

“I started a trial version at Zendesk, implemented my Instagram, Facebook, and Google Play reviews with it. Everything worked perfectly until the trial version ended and I decided to buy my first month. From here forward, I was not able to receive any new messages from Facebook or Instagram (and this is on Zendesk, since the problem started after paying my first month, and also because the BOT is still working). I tried to contact the support and got no useful help during 30 days. My first month ”

“Never use ZD, it's the worst CRM I have ever used, and I thought Zoho was bad. I was a happy employee until we had to use Zendesk and now I hate my job, and our customers ding us with constant bad reviews. We were doing so much better with Salesforce. The phone system doesn't work, the chat it uses dings every 5 seconds despite being on calls with no way to turn it off, you have to mute your browser. It is harrasment, there is no support, no where to leave reviews, awful company!”

“They have not yet fixed a very basic issue of bot to human transfer.”

“Zendesk won't let me reduce seats despite me starting account review conversations 2+ months before my end date. Their customer service is so bad, we were begging for responses. Constantly had to follow up, weeks went by. Never had a proper account review. Finally my renewal comes along and I request to reduce the number of seats (not even cancel) and they're saying too bad.Absolutely horrendous business practice. Will be filing better business bureau complaints and getting louder on social medi”

“Yeah the past couple of years have been bad. I think they were bought by a private equity firm; and the inability to reduce licenses is a big issue. We purposely don’t expand our footprint with zendesk because of that. We have CS staff that rises and falls in her the year to support holiday etc.. All they do now is push AI, which is ok at best. Would never let them resolve any non prescribed resolutions for level 1 support. So far, our best success is with the account rep. Renewal teams are slow”

“Our decision to move away from Zendesk was primarily driven by the escalating, unpredictable costs associated with their per-agent pricing model, which became difficult to justify as our team scaled. While the platform is feature-rich, we found that many essential modern capabilities, like advanced AI automation, were expensive add-ons rather than integrated core features, often costing as much as entire alternative platforms. Furthermore, the complex configuration overhead required significant ”

“the switching cost she spent 6 weeks protecting us from is less than what we were bleeding in agent hours per month Have your considered using a AI support service that allows you to bring your own AI account. Even at a lower deflection rate, a bring-your-own-AI setup can be cheaper because you pay the model cost directly instead of a bundled per-resolution markup. I’m with Optlo, so biased, but this is why we built around BYO AI plus tighter control over escalation rules and workflows, since th”

“ZenDesk is easy to use and the support at all levels is fantastic. We have people who understand our business and want to see us be successful. It is an easy to use platform with options like crazy and they just keep adding them. I am confident in my ability to make changes to the backend and if I cannot figure it out there is always someone there to help. It is an all in one system that means I can focus on my customers and doing business. I dislike that everything is an add-on. You have to pur”

“Zendesk won't let me reduce seats despite me starting account review conversations 2+ months before my end date. Their customer service is so bad, we were begging for responses. Constantly had to follow up, weeks went by. Never had a proper account review. Finally my renewal comes along and I request to reduce the number of seats (not even cancel) and they're saying too bad.Absolutely horrendous business practice. Will be filing better business bureau complaints and getting louder on social medi”

“Heads up. Zendesk is a scam organization, and you should avoid them at all costs. I need to cancel our plan, but there is no way I can do it myself. They force you to contact support. That feels illegal... but ok, I used their chat on April 30th which was a total nightmare to navigate and eventually got to the point where they were going to get a human on the case to help me cancel. Seven days later, on April 6th, I received a response from an agent that did NOT grant my request to cancel but in”

“I started a trial version at Zendesk, implemented my Instagram, Facebook, and Google Play reviews with it. Everything worked perfectly until the trial version ended and I decided to buy my first month. From here forward, I was not able to receive any new messages from Facebook or Instagram (and this is on Zendesk, since the problem started after paying my first month, and also because the BOT is still working). I tried to contact the support and got no useful help during 30 days. My first month ”

“Company uses it to service clients and provide support. Pros: out of box config is easy, external connections aren’t too difficult, and there’s already native integration to lots of common SaaS like Slack/Jira, and easy to build other out of the box configurations. Cons: expensive af. Also Some system limitations even with enterprise license, and anything custom related they won’t help with.”

“Never use ZD, it's the worst CRM I have ever used, and I thought Zoho was bad. I was a happy employee until we had to use Zendesk and now I hate my job, and our customers ding us with constant bad reviews. We were doing so much better with Salesforce. The phone system doesn't work, the chat it uses dings every 5 seconds despite being on calls with no way to turn it off, you have to mute your browser. It is harrasment, there is no support, no where to leave reviews, awful company!”

“Does anyone have a suggestion for an alternative to Zendesk? I just want a ticketing system with triggers and automation. Zendesk's support is horrible, and there are issues outstanding for years that they haven't addressed. Their admin interface is the most awkward front end I'ver ever seen. It's just a neccessary awful business app. Any suggestions?”

“Our decision to move away from Zendesk was primarily driven by the escalating, unpredictable costs associated with their per-agent pricing model, which became difficult to justify as our team scaled. While the platform is feature-rich, we found that many essential modern capabilities, like advanced AI automation, were expensive add-ons rather than integrated core features, often costing as much as entire alternative platforms. Furthermore, the complex configuration overhead required significant ”