Complaints

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

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  Zendesk

  989 Market St San Francisco, CA 94103

• 

  Zendesk

  25 W Main St Ste 800 Madison, WI 53703

• 

  Zendesk

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

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.

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Zendesk is billing me for ************* that I subscribed to in June 2021 and canceled soon thereafter. They billed me again in June of 2022. When I requested them to refund the money, they asked me to contact ******* who is not willing to help. They billed my credit card again on 5/31/23 and have not been able to resolve this. They need to refund the $39.99 and stop billing my account which I have not used (and have no access to) for the last 2 years.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Zendesk is supposed to be a helpdesk platform which is super ironic considering how terrible their customer support is. I tried to update my credit card info for our existing subscription so it would automatically pay at the end of the subscription term and instead they charged me for a new phone agent service. Ironic because Zendesk doesn't use phone agents itself. As soon as they emailed me stating I had signed up for a new service that I never subscribed to, I responded the same day that there was a mistake and that the 6 month phone service was never ordered or needed. I've now spent 8 hours over 2 weeks with them trying to get them to reverse the charge and they continue to refuse to do so.

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 decided to try a 15 day trial for Zendesk. We originally tried for 5 Team Users and setup our account. We then determined that we really only needed a 1 Team subscription and their software would not let us adjust the subscription. This all happened in the same day. We have reached out to ZenDesk support over the last 48 hours with no response. Meanwhile, I have been billed $1140, instead of $228. We like the service, but their customer service is so bad, we have choose to move on. If you are going to offer a 15 day trial, honor it. Please refund us $1140, since we are still in the "trial Period"

• Initial Complaint

  Date:05/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  ZenDesk is completely unresponsive while trying to resolve issues with billing. We have repeatedly reached out to our account manager for updates and next steps, but we never receive anything in return. We are completely locked out of our ticketing system, when we were told this would not happen while we worked with our account manager to resolve the billing issues. We lost all our information because we cannot access our ticketing system and we are unable to manage support tickets. This ultimately has impacted our clients negatively as we cannot provide support to the level we normally do.

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Our Zendesk account was charged an annual fee that we did not expect to hit our Credit Card back in February. We set up a meeting with our "new" account manager. The account manager said they would review our situation and get back to us the next day. We never received any further correspondence from our account manager. After numerous unanswered emails, we became concerned that the account manager didn't work there anymore. Since we could not get the account manager on the phone and the phone number listed for Zendesk doesn't give you access to a real person and the support chat says we should contact our account manager, we decided to do a chargeback for the amount we believed should've been the renewal charge. Hoping at the very least this would open up some sort of dialog that could lead to a resolution. Once the chargeback occurred we were immediately locked out of our account. We were eventually able to get in contact with a senior account manager to review our issue. We were led to believe the chargeback automatically caused us to be locked out of our account and if we pay the open updated invoice we will have access to our account again. ********************** made us pay for the full amount of the updated invoice despite us only doing a partial chargeback. Now we have overpaid them for the annual fee in hopes that we can reconcile with the finance team once we regain access to our account. We were able to log in once we made the payment but we still don't have access to a main component of the software called "Sell." We have not been able to access our Sell account now for 10 days now and our Sales team relies on the leads from Sell to conduct business. This issue was all caused by a lack of communication from our account manager. We have been repeatedly told that this is a back-end issue and they are working on it however this still is not resolved and now our account managers have stopped communication again.

• Initial Complaint

  Date:04/15/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 signed up for the basic plan it's free. I was then charged 79$ which was literally the last of my check aka all my freaking money. When I emailed them they responded with an email that said and I quote " I dare you to write and email shorter than this" and nothing else. Now they won't even respond and keep marking my tickets as solved!

• Initial Complaint

  Date:03/29/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Zendesk is a third-party messaging chat service used by my employer for employer's website. In 2022, I used my personal credit card to pay for 1 year of service. Zendesk automatically charged my card in March 2023 for another year of service. They will neither provide support to cancel the account nor provide an invoice for the current charge. Zendesk will also not provide support with a live person to help; only chat service is available and Zendesk chat service keeps directing me to broken website links and responding that the account owner needs to cancel the account or access the invoice. I'd like to please cancel the service, cancel the account, receive the current invoice, and ensure Zendesk does not charge my credit card again. I've filed a dispute with my bank ***** of ******* to remove the $763.20 charge from my account.

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Zendesk is a company for providing chat, tickets and support for their customers' businesses. I am not a user of them and I do not have any active services provided from them.Currently, there is someone abusing their infrastructure and is targeting my email address ***************** with spear phishing malicious emails almost daily via new accounts.I have reached them twice (tickets #********, #********) regarding my concern that their services are beign abused and for sending phishing and they need to stop them. The first time they blocked few of the email addresses that I reported and closed the ticket regardless of me telling them that the activity hasn't stopped. However in the second time I opened a ticket. They didn't even address the issue saying basically its not their responsibility to stop them. they said and I quote: "Zendesk provides customer service software that organizations use to give their customers a way to contact them for support. We don't provide support itself, just the channel for communication.As a software vendor we have no ability to investigate the business practices of the organization you contacted us about or the particular details of your complaint. We're sorry we are unable to provide more guidance other than to recommend contacting the organization directly or, if you believe further action is warranted, the appropriate authorities in your jurisdiction to investigate your complaint."I reached out to BBB in hope you are able to convince them to take action on the abuser of their services and to better protect their services against actors with bad intent that use them to launch malicious campaigns against users like **** have attached a ticket conversation with Zendesk support and also a sample of the malicious emails in a single PDF file. Also note that there are many email addresses with different subdomains owned by Zendesk that are continuously targeting me and not only a single email or business name.Regards,Saud

• Initial Complaint

  Date:03/09/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 name is *************************** and I am a former employee at Farming First LLC, who briefly worked with Zendesk from Jan 2022 - May 2022. I no longer work for the company (effective August 2022), but recently got a charge on my personal credit card alleging that Farming First had renewed for two seats on January 1, 2023.This was a fraudulent charge as we had already canceled our Zendesk subscription as of May 2022. Im not sure if some details fell through the cracks, but I was clearly incorrectly charged $2376.I submitted a claim to my credit card company, but Zendesk is now fighting the dispute, claiming that this charge was legitimate. I saw an account manager referenced on the dispute response (*************************), so I've sent notes to him as well as accounts receivable. Accounts receivable responded, but refuses to furnish the master services agreement (or any further documentation) for my review. Again, I no longer work for the company, so I do not have access to my former email nor my login information to recover the cancellation confirmation.I am out of options and may get stuck with responsibility for an unapproved $2376 charge. I request assistance from the BBB for your help.

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 were auto renewed and I cannot find a number to call to cancel it for this year. They charged us $456 and we have not used the product in over 6-8 months