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Business Profile

Computer Software Developers

Zendesk

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

This profile includes complaints for Zendesk's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Zendesk has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Zendesk

      989 Market St San Francisco, CA 94103

    • Zendesk

      410 Townsend St Ste 3850 San Francisco, CA 94107-1537

    • Zendesk

      25 W Main St Ste 800 Madison, WI 53703

    Customer Complaints Summary

    • 61 total complaints in the last 3 years.
    • 17 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/14/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My small business has been a client of Zendesk since 2021. In this time, we have experienced extreme account manager turnover, issues of account manager not responding to us at all and in the end, it seems we have been without an account manager for some time ****** Zendesk is always updating their platform, to the point of confusion as they move things around, it was valid assumption to believe we had entered into a self-service level of service with them as we made changes to account from the self-service admin and as no *** was in contact with us anymore.With that being said, we reduced our seats with them from 6 to 4 in 2023 from the self-service admin.After this time, Zendesk admitted they had made an error in billing and ended up billing us for almost a full year with no notice, just took it from our account on ******* this point we started a customer service ticket with them on Sept 9th, 2024, when we noticed they were billing us for 6 seats instead of 4. The ticket is still open as of OCT 14th with no resolution, yet they have taking money out of our account TWO more times since the ticket was open even though our account clearly states in our admin that is on quarterly billing. We have gotten continuous run-around and excuses for delay in resolution. There is no customer service number to call and speak to someone. The only offer they have given for a resolution is to sign a new contract for the four seats going forward. They will not address the overpay we have made, the billing issues, or the fact that account has gone without a ***. They state they we could only make a downgrade with a *** even though there is a place in the self-service admin to make a change. We are now being penalized by their bad system and lack of accountability.We just want the credit of overpay of seats from the time we downgraded to be given to us, and their billing issues to be sorted out.

    • Initial Complaint

      Date:10/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 17- 224 made a reservation for lodging with what I thought was yo ranch hotel in ********* ***** . I went to website and located phone # and called to schedule stay for 09-27-24 to 09-29-24 had family issue come up causing me to cancel within **************************************************************************************************************** as well. This of has not been honored. As as well as the refund for776.26 that includes insurance and taxes. I have already one complaint to bbb. On this matter but felt did not give all info . ******* apparently is third party to which payment was made and funds were taken out immediately. After contacting them I was assured numerous times that a total refund would happen every time I contact zendesk and even Expedia who is supposedly in control of this matter has repeatedly started the clock back over and over, stating give it 10 to twelve business days. To receive refund and that has occurred again. Today 10-11-24 I responded to this from zedesk that they should just close the by sending a check for the refund also at the beginning of all this they sent correspondence stating that they were going to send voucher for hotel rooms in the refund amount after I had requested a total refund to bank card that I provided. , never did receive voucher which I refused and then told over and over that a total refund would be provided. Never happened. Zendesk reference number H9307846 phone # for zendesk support is ************* . Thank you for your help in this matter first report to bbb reference

    • Initial Complaint

      Date:09/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I notified Zendesk to downgrade our plan 3 months before our anniversary. I asked the customer service team to acknowledge my downgrade request which they did, nevertheless, my plan renew without the downgrade.

    • Initial Complaint

      Date:09/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unable to cancel my account because I can no longer login to it because of an email no longer used being attached to the account. The only time I have ever been able to get a live voice is if I call the **************** and they send me a link to login to my account to cancel - even though I have already told them I am unable to access my account.

      Customer Answer

      Date: 10/03/2024

      This issue has been resolved.  After hearing from you I had numerous contacts from different people in the organization.

      Thank you,
      Pam 

    • Initial Complaint

      Date:07/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Their email is ********************* Approx dates June 3,10,18 3 times,22,23 July13,23.

    • Initial Complaint

      Date:07/20/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered this and they sent some little something I have no idea what it is or what its used for but they will not talk about sending me the right product I ordered I think this may be a fraud site could you please help me either get my correct product or my money back

    • Initial Complaint

      Date:06/23/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a Zendesk subscription for my business ******* Accounting Solutions - tied to my *********************************** email address. My business went out of business on April 22nd 2022, at which time I terminated my website, which resulted in me no longer having access to the *********************************** email address. On May 24, 2023 I received a charge of $228 for the new annual subscription. On June 8, 2023 I contacted Zendesk to inform them that I wanted to cancel my subscription and requested a refund. I was informed that my subscription would be canceled and a refund would be issued. My subscription was in fact cancelled, yet a refund was never issued.ON May 24, 2024 I was again charged $228 for the subscription renewal. Unfortunately Zendesk doesn't offer any way to contact them, except through their ticket system. Yet, this requires access to the email address that the account was originally set up under, which I no longer have access to. I attempted to use their online chat, without any success, because again it required the email address associated with the account.I sent a ticket to the sales team to ask for assistance that way. Ticket number ******** was assigned, and I received a response from ********************* stating that he could not assist, because the email address I sent the ticket request from is not associated with the account, therefore, he cannot assist. I responded, explaining that I no longer have access to that email and need further assistance to resolve the issue. This correspondance occured on Monday, June 17th and I followed up on Wednesday, June 19th and have not received any response.I am requesting assistance to resolve this issue.

    • Initial Complaint

      Date:05/24/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 5/20/2024 I lost my phone, I found ******** and paid the trial fee of .94 cents to locate my phone. The tracker did not work and they charged my cars again for $62.36 another charge for $12.09 all in the same day. The tracker didn't even work and I found my phone myself. I have since then requested a refund due to the app not working properly and the amount of times my cars was charged. They only send me a ticket confirmation and have yet to respond to any of my emails. It's been a week now. Beginning to feel like this is a scam. Either way, the company had not problem hitting my card 3 times in a day. But sure are taking their sweet time putting my money back in my account, let alone responding and being professional.

    • Initial Complaint

      Date:04/17/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We've been without service for more than 4.5 weeks. Our emails, text messages and phone messages aren't being answered or addressed. We've followed all of NOTION'S posted problem solving examples and left many messages to no answers. My wife is partially handicap and finds comfort in the NOTION alerts when she's home alone. We're both 74yrs old and have exhausted all contact methods we can think of, however, NOTION has provided absolutely no human contact of communication!!Sincerely, Mr * ****************************** Res. ************ Mobile. ************

    • Initial Complaint

      Date:04/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have used Zendesk Chat for years. This year I am not able to login. I have tried many times and for months I am still not able to login. I am close to closing my account because they keep charging me for the service every month and no service. I have tried to reset my account password and all I get is an onscreen message that they will email me a link to reset my password, but the password change link never arrives. Zendesk is nowhere to be found, they use AI to help users and all it does is provide info that can be done by doing a simple ****** search- it is useless. And I am still waiting for the company to send the Password link and no way to contact them to let them know there is a problem.

    Zendesk is NOT a BBB Accredited Business.

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