Zendesk is a poor product with poor customer support
January 15, 2021

Zendesk is a poor product with poor customer support

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk

Zendesk is a very poor product with much worse customer support. We started using Zendesk a couple of years ago when we grew to the point that multiple people were supporting clients and prospects. We were given a referral code that suckered us in with a low initial price. The price rose rapidly after the initial period and everything is an add-on. The user interface could not be more clunky. Managing customers, especially customers that you may interact with across both email support and live chat, and across multiple support reps, is challenging. It is a very manual process to identify prior support tickets from the same customer so reps are constantly repeating the same information to the irritation of customers. And, perhaps most importantly, Zendesk offers terrible customer support. I dread any time I need to contact Zendesk for any kind of assistance. They respond slowly and usually with nothing of value to add. And if you ever need a refund, forget it. Zendesk is a poor product with poor support that I would never purchase again under any circumstance.
  • Email support looks like a regular inbox
  • Easy to pass customers across multiple reps
  • Customer support
  • Price
  • User interface
  • Customer management
  • Logging in
  • General attitude of the company and people I have interacted with
  • Hard to coordinate tickets between multiple agents that might touch a client
  • Poor customer experience
  • Low initial price that rises after the teaser period
We selected Zendesk due to the low initial price. Big mistake. After the teaser period, Zendesk became the most expensive option. We also considered Hubspot's Service Hub and Intercom. We did not choose Intercom merely because all of our competitors use Intercom and we wanted to appear different--perhaps we should not have turned this into a disadvantage. After using Zendesk for a period of time, we decided to move on and ultimately selected Hubspot's Service Hub. So far our support and sales teams are happy with the transition.

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We started using Zendesk because we went from client support being a part of one person's time to a dedicated person to multiple people. In retrospect, this was not a smart selection, as we found the interface and agent user experience to be poor (and Zendesk's support to be slow and not particularly helpful).

Zendesk is great if you are getting it for free and do not really care about the experience your customers have interacting with your company. If, on the other hand, you want to present your company and your products professionally, I highly suggest you look past Zendesk. Ultimately, I would not consider buying Zendesk in the future.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration