ReadingWhy Zendesk's Complexity Could Be Hurting Your Customer Experience

Why Zendesk's Complexity Could Be Hurting Your Customer Experience


Customer service is the heart of every business. Serving customer needs and keeping them satisfied ensures the longevity of the business and its growth. As businesses seek to improve their customer service, they must employ effective tools to meet this goal.

One such tool is Zendesk, a widely recognized and trusted customer service software. However, before committing to purchasing this software, it is crucial that you evaluate the tool and particularly assess the cons of the tool so that you can make an informed decision.

Zendesk is a robust customer support platform encompassing all key features like email, phone, and live chat and incorporates reporting and analytics tools to enhance the customer experience. However, the platform has a lot of disadvantages which makes customers look for Zendesk competitors.

Let’s dive deep into the cons of Zendesk.

The detrimental impact of Zendesk's complexity on your customer experience

➡️ Does not have GPT-powered replies on live chat

Generative AI is powerful for customer support. ChatGPT can help automate replies on live chat by using natural language processing (NLP) and machine learning algorithms. You can integrate ChatGPT into your live chat to analyze and understand customer inquiries in real-time and provide responses. The learning is continuous so that the responses improve over time based on the context and intent of the message.

For example, if a customer asks about a product or service, ChatGPT can provide a relevant answer based on the information you have trained it on. ChatGPT can also handle multiple customers simultaneously, allowing faster response times and increased efficiency.

Try DevRev, a better Zendesk alternative that can 100x agent productivity and make live-chat communication seamless with GPT-enabled responses.

➡️ Lack of advanced automation for ticket routing

Manual ticket assignment can be challenging when the volume of tickets is high. Not only is it time-consuming, but it also delays resolution and hinders customer satisfaction. With AI-powered routing, machine learning algorithms sort and continuously learn based on agent feedback, providing better ticket management.

Manually assigning tickets without AI-powered routing can take a significant amount of time and effort, affecting their efficiency.

Handling a large volume of tickets can cause inaccurate ticket assignments and severe errors, leading to delays in resolution and lower customer satisfaction. Given these challenges, it is critical to explore alternatives to Zendesk's partially automated ticket routing.

➡️ No consensus between Dev, Support & Customer

Developers and customer support teams should be in sync to serve customers better and build an excellent product because they both play important roles in the customer experience and product development lifecycle.

When developers and customer support teams work together, they can ensure the product is designed and developed with customer needs in mind. This helps avoid common customer issues and makes it easier for customer support teams to handle inquiries and resolve problems.

Additionally, customer support teams can provide valuable feedback to developers on common customer pain points and areas of improvement for the product. Developers can then use this feedback to make necessary adjustments and improvements to the product, resulting in a better overall customer experience.

In addition, a strong collaboration between developers and customer support teams can reduce the time and resources required to address customer issues, as the teams can work together to identify and resolve issues quickly and efficiently.

Ultimately, when developers and customer support teams are in sync, they can help to build a better product and provide a superior customer experience, leading to increased customer satisfaction and loyalty. Zendesk does not have a holistic approach in its suite of products, which misses the overall context of customer support management.

➡️ Does not have Generative AI for KB deflection

With Zendesk, you have to build different models to use in the deflection bot. This makes the process cumbersome and tedious, thus slowing down the time to resolution.

This impacts customer satisfaction.

You require a platform that enables you to do more than simply generate relevant links to a knowledge base article in response to a customer query. Instead, it should allow you to curate a response by extracting the precise paragraph from the KB article.


Although Zendesk is a well-known and reliable customer service software, it has some drawbacks that may negatively impact the customer experience. These disadvantages include limited automation for ticket routing, difficulties in achieving consensus among the development team, support staff, and customers, and the absence of generative AI for KB deflection.

Therefore, it is important for businesses to evaluate their customer service tools with thoroughness and select the ones that best match their goals for providing outstanding customer service and improving customer satisfaction.