Zendesk

The commenter says data was previously breached from Zendesk in the context of Discord age-assurance support tickets, raising a concern about sensitive ticket data exposure.

The commenter says Zendesk's price increases following its private-equity acquisition are excessive and undermine confidence in the product.

The commenter says Zendesk's security triage team failed to recognize the danger of an attacker accessing an arbitrary thread in a client's corporate email chains.

A former customer says Zendesk’s value and fit deteriorated over time, and that it was an obvious nonstarter when they recently reevaluated support solutions. Switching friction had kept the business using it previously.

Affects: Small business

The post describes creating a Zendesk account with a target's support address without verifying ownership, which exposed confirmation emails and enabled access to the target's Slack account.

Affects: Companies using Zendesk to receive support requests

The commenter wants an online tool that presents issues appropriately to customers and developers while linking support tickets to developer work. Teams currently manage the relationship between separate systems manually, which is labor-intensive and error-prone.

Affects: Support and development teams

The commenter wants a bug-tracking tool that connects bugs to related Zendesk tickets and supports updates to severity and impact across systems. They describe this integration as key to coordinating customer support and engineering work.

The commenter wants to modify SaaS tools such as Zendesk from the front end instead of needing access to the codebase, which is unavailable for these products.

The user would prefer a single system rather than handling customer-facing needs across Zendesk and UserVoice.

The user tolerates Zendesk because porting documentation and setting up live chat on another vendor would take about half a day, making the potential savings not worthwhile.

Affects: SaaS business owner

Teams may fail to configure the DNS records needed to send Zendesk support email from their main domain, causing messages to go unseen. Using a support subdomain is described as the default workaround.

Affects: Teams setting up support email

A company sent feedback-request emails after every support ticket, which the commenter found disruptive. They set up a rule to forward those emails to the main support address, and the company eventually stopped sending them.

Affects: Customer who opens support tickets

The user is considering leaving Zendesk because SupportFu makes customer support feel more like person-to-person email than a ticketing system.

The user says Zendesk’s website script is the largest and slowest-loading script on their site and plans to leave once they find a lightweight alternative.

The commenter says they would switch from Zendesk to Full Help if it offered a broad set of capabilities, including telephony, ticket analytics, website support widgets, live chat, and self-hosted deployment options.

An efficient support team processing a high volume of tickets found that Zendesk’s infrastructure could not meet its performance needs. They built their own ticketing system instead.

Affects: High-volume support teams

The user says they switched from Zendesk because they found it awful and are happy with Groove.