Unacceptable customer support
October 27, 2021

Unacceptable customer support

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

Software Version

Plus

Overall Satisfaction with Zendesk Support Suite

Zendesk support has been incredibly bad [in my experience] or let's call it impossible. I have tried to contact them around 20 times and 10 out of them have been voice mail to leave a message and they would call back that, of course, does not happen. Around 10 times I have reached them they have promised to find out and call back and never did, they have also hung up and never called back and the funny thing is they also never sent any emails as promised. The only time they were helpful is for sales to sign us upšŸ˜€ but unfortunately we are unable to use the service useful for the business. That does not seem to interest them a lot:) very ironic is that they sell customer support software, arenā€™t they using it themselves? How can things like that happen then? They should have tons of unsolved tickets, this is just unbelievable.
  • Sales
  • I do not know anything else yet:(
  • Tracking and reporting
  • No impact yet as we are unable yo use it

Do you think Zendesk Suite delivers good value for the price?

Not sure

Are you happy with Zendesk Suite's feature set?

No

Did Zendesk Suite live up to sales and marketing promises?

No

Did implementation of Zendesk Suite go as expected?

No

Would you buy Zendesk Suite again?

No

It could be well suited for companies with 24h customer support. We need tracking for first respond and solving tickets during working hours and Zendesk has not been able to solve this very basic thing in the past 3 months. Otherwise, the tracking does not offer us any value at all.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
1
Expert directory
1
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
4
Ticket response
4
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
1
Email support
Not Rated
Help Desk CRM integration
Not Rated