Updated : Dec 22, 2023
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Drawbacks of Zendesk and It’s Complex Customer Experience

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Drashti bhadesiya
Drawbacks of Zendesk

Drawbacks of Zendesk and It’s Complex Customer Experience

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The drawbacks of Zendesk is a wide topic and of course, it totally depends on an individual’s business needs. 

Customer support service is the lifeline of every organization. Assisting customers with their needs and meeting their demands ensures the business’s longevity and growth.

With the growing time, as businesses always look to enhance their customer service, they should possess extraordinary tools to meet the desired goals.

Zendesk is one such tool, which is highly trusted and recognised customer service software.

However, before purchasing this software, it becomes essential that you evaluate and monitor the tool and precisely assess the drawbacks of the tool to make a wise decision.

Zendesk is a reliable customer support platform with all the significant features, such as live chat, email, and phone calls. It incorporates analytics and reporting tools to improve the customer experience.


 However, it has manifold drawbacks, which make customers move to the other customer service tool. 

Due to the drawbacks of Zendesk, it is evident that customers are going to look for Zendesk Alternatives

This blog will tell you some drawbacks that every ecommerce business owner should know and also list a few best alternatives to look forward to. 

Zendesk’s Complexity Hurts Customer Experience

It’s obvious to avoid leveraging the drawbacks of Zendesk, it has to be in the direction of business benefits. Let’s get further with learning the drawbacks of Zendesk. 

Here we go:

1. Lack of Advance Automation 

Manual ticket assignment can become problematic when the ticket volume is high. It’s not only time-consuming but also hinders customer satisfaction levels and delays resolution.

With machine learning algorithm sorting, AI-powered routing, and continuous learning based on agent feedback, one can provide better ticket management.

Manual assignment of tickets, without AI-powered routing, can take considerable time and effort, which could affect one’s efficiency.

Handling a vast ticket volume can result in inaccurate ticket assignments and more errors, which can result in the following:

  • Lower customer satisfaction
  • Delay in resolution

Looking into these challenges, it isn’t easy to explore alternatives to Zendesk’s automated ticket routing system.

2. It Doesn’t Have Generative AI for Deflection

You must create distinct models to leverage the Deflection bot with Zendesk. It makes the process mundane and cumbersome. Thus, it results in slowing down the resolution time.

This could also have a significant impact on customer satisfaction. 

A customer requires a platform that enables them to seamlessly generate relevant links to a knowledge base guide while responding to a customer query.

It should allow you to give a response by acknowledging the precise learning.

3. Doesn’t Provide GPT-Powered Responses on Live Chat

Generative AI is a strong base for customer support, and ChatGPT aids in automating responses on live chat by leveraging machine learning algorithms and natural language processing (NLP).

One can integrate ChatGPT into the live chat to understand and analyse customer inquiries in real time and give replies. 

It’ll be continuous learning so that the replies will improve over time based on the intent and context of the message.

For instance, if a customer asks about its product or services, ChatGPT can offer a necessary answer based on the information you’ve trained on.

Moreover, ChatGPT can aid in handling multiple customers at the same time, allowing increased efficiency and faster response times.

You can choose Desku.io, a great alternative to Zendesk that can generate 100x productivity and make seamless live chat communication with ChatGPT Enabled Customer Support Platform for easy operations in the business considering customer support.

4. No Consensus Between Customer Support & Developers 

Customer support teams and developers should synchronize to assist customers and create a robust product, as both play significant roles in the product development lifecycle and better customer experience.

Additionally, when customer support teams and developers work together, they can ensure that the product is developed and designed according to customer needs and demands. 

This aids in avoiding general customer problems and makes things easier for customer support teams to untangle problems and handle inquiries.

With this, customer support teams can give valuable feedback to developers on areas of improvement for the product and general customer pain points.

Later, the developers can use this feedback to make relevant improvements and adjustments to the product, resulting in a better customer experience.

Read More About:Zendesk Pricing Comparison and Depth Analysis

Let’s know what Zendesk Users have to say

We have gathered Zendesk Reviews from their existing customers. The complexity that they are facing with some of the Zendesk Features is noted here. 

Have a look yourself. 

Testimonial: 1


“While the program works fine most of the time, there are a number of bugs that can throw a wrench in my workflow (being forced out of tickets right after opening them, saving notes sometimes showing errors when they were posted fine, etc.). I feel like there are a number of missing features as well such as the ability to add or remove cc’s when batch updating tickets, and a “library” of sorts where files can be uploaded and automatically assigned to tickets based on conditions such as coding, assignee, etc.”

Testimonial: 2

“The only issue my team has ever had with Zendesk is the call system. There are times when it’s difficult to understand users. This could be due to a number of factors but is our only real complaint. Beyond clarity, there are times when it seems like the calls didn’t want to come through properly or didn’t alert the support agent to the fact they had a call coming in”

Fight Drawback of Zendesk: Desku has got your back

Desku is one of the AI-powered customer support platforms that helps streamline customer queries through a unified multi-channel customer support platform. The proactive features of Desku help support agents to sit back and relax. 

From auto-assigning tickets to the relevant support agent to automating the replies of customers everything is managed by Desku. 

No-code chatbot builder is one of the most important things any busy business can have. Give prompt replies to your customers, and never let them wait by delaying replies even in the absence of a support agent. 

AI-powered help desk customer support is GPT-supported and easily helps any visitors get answers on the spot. 

Proactive live chat software is highly customisable and can be drawn according to your company’s branding. Not only that, Live Chat is multi-purpose where you can embed your knowledge base articles for customers to read before contacting your support agent. Chatbot and survey, both can be embedded in Live Chat for your customers to get to know more about them. 

The reason Desku is the right customer support platform for your business is because it elevates the customer support experience.

Final Words on Drawbacks of Zendesk

Though Zendesk is a reliable and popular customer service software, you’ll encounter some significant drawbacks of Zendesk that we have mentioned above. 

These drawbacks may hurt customer experiences and could result in a downfall but there is always the right tool like Desku has your back. 

Hence, businesses must evaluate customer service tools and choose the perfect tools that match their desired goals for enhancing customer satisfaction and offering remarkable customer service. 

Gaurav Nagani
Gaurav Nagani
As Founder & CEO of Desku.io, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.