# Zendesk Contact Center Reviews **Vendor:** Zendesk **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.6/5.0 **Total Reviews:** 304 ## About Zendesk Contact Center Zendesk for Contact Center is built with AI at its core to remove the gaps between channels, agents, and systems so every contact gets resolved faster across voice, self-service, and digital. Powered by the Zendesk Resolution Platform, it simplifies operations, accelerates service, and eliminates the fragility of legacy stacks and bolted-on tools. AI is embedded across every channel to accelerate agents and deflect the rest. Voice is native with AI Agents and Voice Copilot. And AI powered WFM, QA and reporting are included, no vendors to chase, no code to manage. Whether you're scaling quickly, expanding globally, or ditching a cobbled-together stack, Zendesk equips you to deliver faster service, better experiences, and leaner operations from day one. ## Zendesk Contact Center Pros & Cons **What users like:** - Users commend the **ease of use** of Zendesk Contact Center, facilitating straightforward setup and effective customization. (8 reviews) - Users value the **efficiency** of Zendesk Contact Center, appreciating its seamless integration and quick implementation for better support. (8 reviews) - Users appreciate the **intuitive interface and omnichannel capabilities** of Zendesk Contact Center, enhancing productivity and customer interactions. (8 reviews) - Users value the **omnichannel experience** of Zendesk Contact Center, enhancing responsive support and insightful reporting. (6 reviews) - Users appreciate the **omnichannel support** of Zendesk, seamlessly integrating communication for efficient and responsive customer service. (5 reviews) - AI Technology (4 reviews) - Artificial Intelligence (4 reviews) - Users love the **intuitive interface** of Zendesk, which simplifies onboarding and enhances overall user experience. (4 reviews) - Response Time (4 reviews) - Analytics (3 reviews) **What users dislike:** - Users face **inefficient workflows** in Zendesk, with inconsistencies in SLAs and performance metrics hindering daily operations. (4 reviews) - Users experience **workflow disruption** due to inconsistent SLAs and unexpected behavior, complicating performance tracking. (4 reviews) - Users face **inefficiency** due to inconsistent workflows and cumbersome plugin performance that hinder daily operations. (3 reviews) - Users find the **missing notifications** for tickets and interaction views frustrating, impacting their workflow efficiency. (3 reviews) - Users struggle with **process complexity** in Zendesk Contact Center, facing inconsistency and a challenging learning curve. (3 reviews) - Users experience **slow performance** during peak usage, which can hinder the efficiency of the Zendesk Contact Center. (3 reviews) - Workflow Issues (3 reviews) - Users experience **chat functionality issues** , including inadequate notifications for new tickets across different channels, affecting workflow efficiency. (2 reviews) - Implementation Issues (2 reviews) - Users feel that **notification improvements** are necessary for better ticket management and workflow consistency in Zendesk Contact Center. (2 reviews) ## Zendesk Contact Center Reviews ### 1. Efficient Support Management with Room for Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Mandla N. | IT manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk Contact Center?** I really like Zendesk Contact Center's ability to integrate tickets and calls together in one platform. It's a great help for the support team because agents can easily see customer history during calls. The interface is fairly easy to use compared to other platforms we've tested, and setting it up for agents and queues wasn't too complicated. I find it quite modern. The flexibility with integrations and automation is impressive, allowing us to automate ticket flows and notifications, which saves a lot of time. I also appreciate the good call quality and stability. The system handled our team's call volumes and ticket management without any major performance issues and was scalable when needed. **What do you dislike about Zendesk Contact Center?** The pricing can be improved, this can get a bit pricy once one starts adding more advanced features or more agents. The reporting and analytics section could be improved. The basic information is there but for more detailed reporting one need extra configuration or third-party integrations which can become more time-consuming. **What problems is Zendesk Contact Center solving and how is that benefiting you?** I use Zendesk Contact Center to handle customer support calls efficiently by keeping communication organized and improving response times. It integrates tickets and calls, manages agent performance through ticket reporting, and automates workflows, saving time. ### 2. Decent contact center add-on, but hard to justify the cost for small operations **Rating:** 3.5/5.0 stars **Reviewed by:** Saúl B. **Reviewed Date:** March 24, 2026 **What do you like best about Zendesk Contact Center?** The seamless integration with the rest of the Zendesk Suite is genuinely useful — calls are automatically linked to existing tickets, giving agents full context of the customer's history before and after each interaction. The call recording feature is practical for quality control and training, and the real-time dashboard provides a decent overview of team activity. **What do you dislike about Zendesk Contact Center?** The pricing model is a significant barrier for small businesses — phone features are treated as a premium add-on on top of an already expensive base plan, making the total cost hard to justify unless call volume is high. The local number availability for certain countries (including Portugal) is limited, which creates friction when trying to offer customers a local-feeling experience. Reporting and analytics feel basic compared to dedicated contact center solutions, and customization of call flows beyond basic IVR requires workarounds. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We used it to handle inbound phone support for a wellness and massage business with locations in Lisbon and Porto. The goal was to route customer calls to the right location, log call interactions alongside existing support tickets, and maintain a unified view of each customer's communication history across phone and digital channels. ### 3. Great Call Visibility, Custom Views, and Easy Zendesk Reporting - BUT **Rating:** 4.0/5.0 stars **Reviewed by:** Shelby D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** I like the visibility you get into the calls that come through and how you can create custom views. I also like that reporting can be pulled directly from Zendesk **What do you dislike about Zendesk Contact Center?** It's not as user friendly for people that aren't familiar with the platform or haven't taken the time to learn it. Possibly reps could take more time to make sure clients are utilizing it to it's highest potential of their plan. I am new to my role, but realized quickly that the platform is under-utilized. We have been using Zendesk since before 2020 and the admins still don't understand it fully **What problems is Zendesk Contact Center solving and how is that benefiting you?** Customer complaints and issue, and employee issues. Compiling it into one place ### 4. Unmatched Workflow Visibility and Insightful Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Raida L. | Customer Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 10, 2025 **What do you like best about Zendesk Contact Center?** The best part of Zendesk Contact Center is the level of visibility it brings into our workflows. I can see what’s coming in, how the work is distributed, and how quickly we’re responding. The reporting and dashboards make it easy to understand trends, spot issues early, and coach the team effectively. **What do you dislike about Zendesk Contact Center?** The main challenge I run into with Zendesk Contact Center is that some workflows don’t behave consistently. For example, tickets that shouldn’t require a reply sometimes get reassigned, and certain metrics—like excluding out-of-hours messages from First Reply Time—require extra setup. These things are fixable, but they can slow us down day to day. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk Contact Center is solving the challenge of managing a high-volume support operation with clarity. It gives me real-time visibility into workloads, performance, and ticket distribution, which helps me keep our team fast and consistent. With the upcoming admin-facing co-pilot, it’s also moving toward giving managers smarter tools to streamline setup and troubleshooting, which will complement the agent co-pilot and make our processes even stronger. ### 5. Amazing klaus **Rating:** 4.5/5.0 stars **Reviewed by:** Larry Atienza P. | Customer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2026 **What do you like best about Zendesk Contact Center?** Klaus helps us determine what areas we need to focus on. Help us to remember where you are currently at. Effective tools that used to be more effective at work. Identified the things that need to be improved on. **What do you dislike about Zendesk Contact Center?** Zendesk Contact Center can be powerful but most of my colleague find the workspace and workflows complex, sometimes inconsistent, and occasionally slow to respond, leading to a steeper learning curve and more effort spent managing the system itself. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus helped us determine which things still need improvement and with the help of this tool, we already have an idea of which aspects we need to work on. ### 6. Easy Workflow and Highly Customizable Features **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah F. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** I easy flow and customizable features. The ability to adjust permissions. The groups are great for routing. **What do you dislike about Zendesk Contact Center?** The reports are difficult to learn, and it’s hard to narrow them down to specialized targets. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk Contact Center helps us resolve customer inquiries quickly by connecting directly to our knowledge base, so answers are easier to find and issues get addressed faster. ### 7. Centralized Support, Simple Setup, Needs Customization **Rating:** 4.5/5.0 stars **Reviewed by:** Allon M. | CSM Team Lead, Telecommunications, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Zendesk Contact Center?** I use Zendesk Contact Center to handle customer support across different channels, like chat and emails. I appreciate that everything is centralized, making it easier to work. As a manager, I benefit from analytics and reports on response time, which help improve customer satisfaction. The initial setup was simple. **What do you dislike about Zendesk Contact Center?** Some of the configurations need to be a bit more agile. Changes can be made for all users and not for specific departments. **What problems is Zendesk Contact Center solving and how is that benefiting you?** With Zendesk Contact Center, everything is centralized, making it easier to work. As a manager, I get analytics and reports like response time, which helps improve customer satisfaction. ### 8. Unified Platform Boosts Customer Interaction Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** I like that Zendesk Contact Center allows us to have all our interactions on one platform. It's really convenient to manage everything in a unified place. I also like the AI tools that are attached to it, especially the call transcription feature, which uses the auto assist to help agents in real time during phone calls. **What do you dislike about Zendesk Contact Center?** I find having data export from the contact center into Explorer a bit challenging. It would be helpful to be able to bridge our AWS connection into Explorer so we can have all the call metrics. **What problems is Zendesk Contact Center solving and how is that benefiting you?** I use Zendesk Contact Center to handle customer interactions, consolidating them on one platform. The AI tools, like real-time auto-assist and call transcription, enhance agent support during calls. ### 9. Intuitive, Feature-Rich Contact Center—But SLA Tracking Needs Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Gwyneth M. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2025 **What do you like best about Zendesk Contact Center?** Zendesk for Contact Center shines with its intuitive interface and seamless omnichannel capabilities, making it remarkably easy to use for both agents and managers. The platform simplifies implementation with robust onboarding tools and flexible configurations, allowing teams to get up and running quickly. Its AI-powered voice support, built on Amazon Connect, enhances call quality and provides real-time transcription and sentiment analysis, which improves both agent responsiveness and customer satisfaction. Zendesk’s widespread adoption across industries is a testament to its reliability and adaptability, particularly for businesses that prioritize consistent, high-quality customer interactions. In terms of features, Zendesk offers a rich suite—from automated workflows and analytics dashboards to generative AI tools that help agents craft faster, more personalized responses. Customer support is a strong suit, with 24/7 assistance and a vast knowledge base to help troubleshoot or optimize usage. Integration is another key highlight: Zendesk seamlessly integrates with CRMs, productivity tools, and third-party apps, making it a scalable solution for growing teams. Whether you're evaluating ease of use, implementation, support, or feature depth, Zendesk consistently delivers a well-rounded contact center experience. **What do you dislike about Zendesk Contact Center?** Zendesk’s SLA policies can be unreliable. We’ve seen issues like SLA badges not showing, breach timers ignoring business hours, and reply time metrics failing to trigger. These errors make it hard to track performance accurately and can disrupt workflows. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk for Contact Center helps solve the challenge of managing customer interactions across multiple channels by bringing voice, chat, email, and social media into one unified platform. This makes it easier for agents to respond quickly and consistently, improving both efficiency and customer satisfaction. It also reduces the need to switch between tools, which saves time and minimizes errors. Another key benefit is its automation and reporting features. With tools like SLA tracking, ticket routing, and performance dashboards, Zendesk helps teams stay on top of service goals and identify areas for improvement. These features make it easier to manage high volumes of requests, ensure accountability, and deliver better support outcomes. ### 10. Powerful Ticketing System with Innovative AI Potential **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** I like using Zendesk Contact Center because it allows us to better connect with our customers as a ticketing system. It has a lot of potential, and I find it exciting to explore more innovative ways to leverage AI with our customers. Currently, I'm finding the macros really valuable; they allow a faster and more efficient way to connect with customers. Instead of manually sending the same email repeatedly, we can personalize communications, making interactions fast and efficient. **What do you dislike about Zendesk Contact Center?** Connection with third parties. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk Contact Center allows us to better connect with our customers as a ticketing system. Using macros provides a fast, efficient, and personalized way to handle repetitive tasks, enhancing customer connections. ### 11. Centralized, Searchable Hub—But Needs Extra Tools to Reach Full Efficiency **Rating:** 3.5/5.0 stars **Reviewed by:** Josh S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** That everything is centralized and searchable by different key words so it doesn't live in just 1 person's email **What do you dislike about Zendesk Contact Center?** That in order to Maxime its efficiency you need to sign up for extra tools or extra service and that my company doesn't make it easy to integrate all the tools that I need for ZD to work at its maximum efficiency **What problems is Zendesk Contact Center solving and how is that benefiting you?** That can automate certain tasks but unfortunately we are not there yet ### 12. Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools **Rating:** 4.5/5.0 stars **Reviewed by:** Fabricio V. | Operations & Customer Support Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2026 **What do you like best about Zendesk Contact Center?** The top liked points are that it provides a unified omnichannel support experience (bringing voice, chat, email, etc. together in one interface), has an intuitive, user-friendly design that’s easy for agents and managers to use, and offers robust reporting/analytics and AI-assisted tools that help teams respond faster and gain insights into performance. The platform also integrates smoothly with other tools and systems, making it scalable for growing support operations. **What do you dislike about Zendesk Contact Center?** Inconsistent SLA/metrics and workflow quirks some performance tracking behaves unexpectedly or needs extra setup. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Unifying all customer channels Voice, chat, email, social) into one platform reducing context switching and missed inquiries. Streamlining agent workflows and automations speeding up response times and consistency. Providing real-time reporting and insights helping managers monitor performance and optimize staffing. ### 13. Organized, Easy-to-Navigate Contact Center—But Knowledge Search Needs Work **Rating:** 3.5/5.0 stars **Reviewed by:** brandee H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk Contact Center?** I like how organized the contact center is and easy to navigate **What do you dislike about Zendesk Contact Center?** The knowledge portion is hard to retrieve search from knowledge articles. **What problems is Zendesk Contact Center solving and how is that benefiting you?** The are solving how we help customers quickly ### 14. Multiple Modalities in One Place Makes Reporting Easier **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** I like being able to use multiple modalities under one umbrella. It makes reporting and day-to-day use much easier and more straightforward. **What do you dislike about Zendesk Contact Center?** I’ve run into limitations with reporting and with certain dynamics. It’s the small, day-to-day things that end up causing the most headaches. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Just the ability to have an ease of use for new agents. ### 15. Incredibly User-Friendly Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** I like how user-friendly it is and how quickly the app works. **What do you dislike about Zendesk Contact Center?** Because several of the tools are so similar, it isn’t always clear which one I should use for optimization. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We use it to centralize our help center, keep everything consistent, and gain better metrics and visibility across our support content. ### 16. Always Reliable, Always There **Rating:** 4.0/5.0 stars **Reviewed by:** Ryan M. | Customer Experience & Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk Contact Center?** Everything is all in one. The new look is fantastic and is easy to use. It covers everything I need. **What do you dislike about Zendesk Contact Center?** Can sometimes be a little complex to initiate a setup, but the support is always helpful **What problems is Zendesk Contact Center solving and how is that benefiting you?** Having a unified inbox allowing my team to focus on a multibrand solution. ### 17. Great Integration, but implementation costs are overwhelming **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** I love the integration with Zendesk Support. We currently use Zendesk Talk and Zendesk Contact Center seems to be a natural evolution of the Talk Tools. **What do you dislike about Zendesk Contact Center?** Honestly, the integration services for us were a 100% non-starter. The next nearest competitor was 20% less for implementation services. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Contact Center is a simple process for our agents. They have a single queue and distribution is sent using Omnichannel Routing. However our previous tool was having notable call quality issues. The new tools don't have that. ### 18. Great for ticketing **Rating:** 5.0/5.0 stars **Reviewed by:** accord A. | Vice President of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2026 **What do you like best about Zendesk Contact Center?** What I like most about the Zendesk contact center is how easy it is to use and how helpful it has been for me. **What do you dislike about Zendesk Contact Center?** It lacks public experience, crawl capabilities, and knowledge bases. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It’s helping me reduce onboarding effort and get better vendor-managed solutions. ### 19. Zendesk Reporting has changed our lives! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2025 **What do you like best about Zendesk Contact Center?** I appreciate the omnichannel experience. Our customers contact us via in-app chat, email, or phone, and Zendesk brings all these interactions together in one place. This unified approach is crucial for providing responsive, real-time support. The dashboards and reporting tools also offer valuable insights into ticket volume, response times, and customer satisfaction, enabling us to confidently refine our processes. They also provide clear visibility into feature-related questions, user pain points, and support trends, which helps our product and engineering teams enhance the platform more efficiently. **What do you dislike about Zendesk Contact Center?** I would really like to see better notifications for when a new ticket is received, no matter which channel it comes from. Currently, I only get alerts for new chats, but if an email ticket is assigned to my inbox, I don't receive any notification. I also believe the platform could improve how it notifies users when they are mentioned in a ticket. Although being added to the followers list and getting an email notification is useful, there isn't an in-platform alert to inform you when you've been mentioned in a conversation. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Before switching to Zendesk, we relied on another platform but struggled to obtain the specific reports we needed about our agents. With Zendesk, the reporting tools and dashboards have proven to be extremely valuable. They provide me with clear insights into ticket trends, team performance, and customer satisfaction, which in turn helps me coach representatives, identify training needs, and refine our processes as our SaaS product expands. Additionally, Zendesk’s scalability and collaboration features make it easy to coordinate with cross-functional teams whenever technical issues come up. ### 20. Everything in One Place—Simple and Convenient **Rating:** 4.0/5.0 stars **Reviewed by:** Jill P. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk Contact Center?** I like having everything in one place. It simplifies the data stream. **What do you dislike about Zendesk Contact Center?** Phone calls often have errors and can’t be answered. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Keeps all customers contacts in one streamlined location. ### 21. ZD is pretty good! **Rating:** 4.5/5.0 stars **Reviewed by:** Dale S. | Community manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk Contact Center?** The way permissions are and we able to edit articles with ease. **What do you dislike about Zendesk Contact Center?** They updated the way HTML displays on articles and I don't really like it. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We’re able to direct our players to an external player support portal, while our agents use a private one. This setup benefits both our players and the end users of our products. ### 22. Truly Understood with Amazing Support **Rating:** 5.0/5.0 stars **Reviewed by:** Richard A. | Coordenador de Operações - Projetos, CX e Planejamento, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk Contact Center?** I feel truly understood, and I’ve received amazing support. **What do you dislike about Zendesk Contact Center?** I don’t have any dislikes yet, and I’m really happy so far. **What problems is Zendesk Contact Center solving and how is that benefiting you?** I reduced human calls ### 23. Zendesk Contact Center: A Great One-Stop Shop for Quick, Helpful Answers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** The Zendesk Contact Center is a great one-stop-shop for our clients and end users to get helpful information quickly. **What do you dislike about Zendesk Contact Center?** The information on the Contact Center can grow stale quickly because of our speed of growth. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Contact Center is solving our easy, quickly solvable problems which allows our agents to have more time to handle the complex issues coming in. ### 24. The solution is easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Zendesk Contact Center?** The reporting is incredibly deep. Being able to see real-time sentiment and call volume trends allows us to be much more proactive with our staffing and service quality. **What do you dislike about Zendesk Contact Center?** The pay-per-minute voice pricing makes our monthly billing unpredictable and significantly more expensive than flat-rate alternatives during peak seasons **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk Contact Center solves the problem of fragmented support silos by unifying voice and digital data into an AI-powered hub, which benefits you by automating routine tasks and enabling your team to deliver faster, more personalized service ### 25. Zendesk a seamless app **Rating:** 5.0/5.0 stars **Reviewed by:** Jan T. | Fleet Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2025 **What do you like best about Zendesk Contact Center?** Was able to see My Quality score and Surveys from our supervisors and clients feedback . It helps me improve if there will be some misses on my part. **What do you dislike about Zendesk Contact Center?** There's nothing I hate about the app since it was easy and friendly for a non techsavy guys **What problems is Zendesk Contact Center solving and how is that benefiting you?** Self improvements: I was able to see my chats history that being reviewed and my supervisor has minor corrections for it. I got an opportunity to learn. That goes to my surveys from our clients. It's fun to read positive feedbacks and I take the negative ones as a challenge for improving myself. ### 26. Zendesk Makes CX Work Effortless and Efficient **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Zendesk Contact Center?** Zendesk is extremely user-friendly and simple to navigate. I really appreciate how easily I can move between tickets and profiles, merge interactions, leave both public and internal notes, escalate issues, and more. It truly makes my work as a CX service representative much easier in every way! **What do you dislike about Zendesk Contact Center?** The one aspect of Zendesk that I find frustrating is that I can't locate a view showing all the tickets I've interacted with during a day, even if those tickets are no longer assigned to me. Adding this feature would be a significant improvement! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Customers can easily reach out and receive assistance right away from CX agents like me! It's simple to go through tickets and responses, making customer service faster and more efficient. ### 27. Zendesk as a Scalable Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk Contact Center?** It’s a scalable solution that a smaller team can manage effectively. **What do you dislike about Zendesk Contact Center?** Some of the reporting feels lacking right now. I’m hoping analyst co-pilot can help address some of these gaps. **What problems is Zendesk Contact Center solving and how is that benefiting you?** They are unifying our user experience, helping our agents solve problems faster and scaling automated solutions where possible. ### 28. A Centralized Hub That Brings Multiple Services Together **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk Contact Center?** Having a centralized hub for multiple services and needs **What do you dislike about Zendesk Contact Center?** Some of the limitations on integrations and functionality around apis and knowledge base **What problems is Zendesk Contact Center solving and how is that benefiting you?** It allows for a fluid connection of customer interactions to better serve end users in a more cohesive and efficient manner ### 29. Zendesk’s Functionality and Ease of Use Streamlined Our Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** We love the functionality of Zendesk. The ease of use, and streamline implementation has benefited our company. **What do you dislike about Zendesk Contact Center?** Some of the tools have limited capabilities. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk allows for all our departments to communicate with each other. It allows for easy reporting and QA ### 30. Working with Zendesk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk Contact Center?** Easy to use, not being an IT person, do I need to learn more **What do you dislike about Zendesk Contact Center?** A lot to understand, that is why I am here at the conference **What problems is Zendesk Contact Center solving and how is that benefiting you?** No problems so far.... we have our IT folks at the conference ### 31. Robust CRM Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Shirley B. | Guest Experience Director, Entertainment, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk Contact Center?** Zendesk is a great tool to centralize communication across multiple channels. **What do you dislike about Zendesk Contact Center?** Zendesk can be expensive for smaller organizatrions. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk is a great tool to centralize communication across multiple channels. ### 32. several automation and triggers you can play around **Rating:** 4.0/5.0 stars **Reviewed by:** Gina P. | manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2026 **What do you like best about Zendesk Contact Center?** Receives support needed and provides good recommendations **What do you dislike about Zendesk Contact Center?** Response times is sometimes slow and would take the next day to reply **What problems is Zendesk Contact Center solving and how is that benefiting you?** I dont have recent in mind yet ### 33. Easy to Learn and User-Friendly, Though Occasionally Finicky **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk Contact Center?** It’s easy to use and learn from, but it also is user friendly. **What do you dislike about Zendesk Contact Center?** It can be finicky but typically with user error. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It allows for our FAQ to be effectively used with ease. ### 34. Saviour for Telephony Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Saketh R. | Product Manager - B2C & B2B Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Zendesk Contact Center?** It was so useful and intuitive to use, AI features are great and also agents have ability to know for whom they are transferring the calls. It also summarizes in all the languages now **What do you dislike about Zendesk Contact Center?** The Plugin seems too big Inside Zendesk, team should work on making it smaller and efficient for agent **What problems is Zendesk Contact Center solving and how is that benefiting you?** Ticket popping up with our old plugin seems hectic and AI features are nice. We can now understand what Agent and customer spoke although we don't understand their native language. ### 35. Does the job **Rating:** 4.0/5.0 stars **Reviewed by:** Caillin G. | Manager- Customer Support, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk Contact Center?** omni-channel experience, it's all in one place **What do you dislike about Zendesk Contact Center?** Reaching technical support from zendesk can be tricky and lengthy **What problems is Zendesk Contact Center solving and how is that benefiting you?** speeding up triaging, effective routing, quicker resolution ### 36. Senior IT Developer **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion **Reviewed Date:** May 26, 2026 **What do you like best about Zendesk Contact Center?** It’s easy to use, and it makes training new staff straightforward. **What do you dislike about Zendesk Contact Center?** Sometimes, finding what I’m looking for can be a bit confusing. **What problems is Zendesk Contact Center solving and how is that benefiting you?** customer response and time line ### 37. Powerful tool with various features **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2026 **What do you like best about Zendesk Contact Center?** Even though it is a very comprehensive tool, it still maintains the simplicity that makes the user's life easier on a daily basis. **What do you dislike about Zendesk Contact Center?** Sometimes, connection issues may occur depending on your region or your ISP. **What problems is Zendesk Contact Center solving and how is that benefiting you?** A more personal contact with the client. ### 38. Efficient Tool for Managing Customer Emails and Escalations **Rating:** 5.0/5.0 stars **Reviewed by:** UMI MAMDUDAH T. | Freelance QA Tester, Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Zendesk Contact Center?** I used Zendesk for more than 5 years as an email customer support agent at Lazada Indonesia. In my experience, Zendesk is very user-friendly and effective for handling customer emails. Every email automatically becomes a ticket that we can track and prioritize. For example, when a customer complained that a product hadn't arrived, I would check the shipping status in another system (such as BOB), then go back to Zendesk to reply to the customer and apologize for the late delivery. I also escalated the issue to the shipping team through Zendesk. We used the “Pending” status to indicate that we were waiting for a response from the relevant team. This workflow made it easy to coordinate between departments. **What do you dislike about Zendesk Contact Center?** Sometimes the interface was a bit slow during peak hours. Also, some of the advanced automation features required extra training to use efficiently. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk QA helps manage and prioritize customer emails more efficiently. As a customer support agent, every incoming email automatically becomes a ticket in Zendesk, allowing us to track its progress, respond quickly, and escalate if needed. For example, when customers report delayed deliveries, I can check the shipping system (like BOB), update the customer via Zendesk, and set the ticket to "Pending" while coordinating with the logistics team. This structured workflow improves team collaboration and ensures no customer issues are left unresolved. ### 39. Using Zendesk Contact Center **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk Contact Center?** I've only used this feature a few times....our account changed and so not really using this too much. **What do you dislike about Zendesk Contact Center?** there's nothing really that I don't like. **What problems is Zendesk Contact Center solving and how is that benefiting you?** when I have contacted someone they are very helpful and quick to reply. ### 40. Great tool to evaluate and share insights **Rating:** 4.5/5.0 stars **Reviewed by:** Huascar S. | Q, Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2025 **What do you like best about Zendesk Contact Center?** It's easy to set up various assignments, calibrations, and scorecards. It's very reliable and provides visibility about individual and team scores. Updates are easy to roll out and implement without losing data. **What do you dislike about Zendesk Contact Center?** Some AI features are immature, and I can't coach them directly. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Team performance visibility and reports granularity. I can create scorecards that truly reflect the team's performance and that provide actionable insights for the team ### 41. Zendesk support suite **Rating:** 4.0/5.0 stars **Reviewed by:** Ashlee B. | Technical Writer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2025 **What do you like best about Zendesk Contact Center?** Easy to use, set up, customize, and get help if needed. Implementing AI is also easy. **What do you dislike about Zendesk Contact Center?** I wish there were tighter user permissions especially if you have more that one instance or brand in your account. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We host our external and internal KB for several brands. It is easy to set that up and use. We can grab metrics easily to let leadership know how well our knowledge is performing. ### 42. Does the job but too limited **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2025 **What do you like best about Zendesk Contact Center?** Formally known as Klaus, this was a platform my client would use for the QA evaluations for the support team. However, we decided to leave this platform since the score card and reporting were changed to a new interface that did not meet our expectations. **What do you dislike about Zendesk Contact Center?** Klaus use to be fun but after Zendesk acquired it, they changes were not so good. The scorecard was very limiting as well. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It used to give us many benefits, specially when it comes to reporting. ### 43. Tool that cater to businesses making things easy. **Rating:** 5.0/5.0 stars **Reviewed by:** Archi A. | Customer support executive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2024 **What do you like best about Zendesk Contact Center?** Zendesk is a leading customer service platform designed to enhance customer support and engagement and is easy to use. It offers a comprehensive suite of tools that cater to businesses of all sizes, providing solutions for ticketing, live chat, knowledge base management, and customer support and more . Zendesk is known for its intuitive and user-friendly interface, which makes it relatively easy for teams to get up and running. **What do you dislike about Zendesk Contact Center?** Nothing, that I dislike about zendesk as this helped me resolve the customers concern more easily with quick comminication and ease of implementation. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk QA helps ensure that the Zendesk platform performs effectively and meets high standards of reliability, usability, and functionality. ### 44. Zendesk is for real. **Rating:** 4.5/5.0 stars **Reviewed by:** John Kenneth M. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2024 **What do you like best about Zendesk Contact Center?** It has a lot of features that allows us to be more effcient with the service we off to our clients. In addition, it gives us a the flexibility to make changes in allignment to our whatever our focus is. **What do you dislike about Zendesk Contact Center?** All is good with Zendesk, never had anu issue with it for more than 4 years **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk is our main channel where in our client's request and inquiries are all routed to. Zendesk gives us an eyeview of the volume of the task in hand and at the same time sort request into categories ensuring it will be catered to on a timely manner **Official Response from Zendesk Sam:** > Wow! Thanks for always choosing Zendesk, John. We all hope to bring only the best service to your clients. If you'd like to share any experience, to learn or to connect, feel free to join our Community forums here: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 45. klaus is outstanding **Rating:** 5.0/5.0 stars **Reviewed by:** Diego S. | Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2022 **What do you like best about Zendesk Contact Center?** Klaus is very accurate in measure customer care's support by allowing our team's leaders to monitoring customer support agents performances with different tools **What do you dislike about Zendesk Contact Center?** I enjoy everything about the platform. Nothing to say about dissatisfaction **What problems is Zendesk Contact Center solving and how is that benefiting you?** The fact that it makes it easier to rate the performance of our agents makes Klaus a very user-friendly tool. ### 46. Best QA app we ever used **Rating:** 5.0/5.0 stars **Reviewed by:** Nataliia D. | Support Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2024 **What do you like best about Zendesk Contact Center?** Klaus is a game-changer for our support team's quality assurance efforts. Its intuitive interface and seamless integration with our existing tools have made it an instant hit among our team members. The outstanding support from the Klaus team ensures that any issues are swiftly addressed, making our QA process smoother than ever. Klauss continues to evolve, demonstrating its commitment to staying ahead of the curve. In summary, Klauss has become an indispensable tool for our support team, simplifying quality checks and enhancing productivity. **What do you dislike about Zendesk Contact Center?** Cannot even find one! everything is really great! **What problems is Zendesk Contact Center solving and how is that benefiting you?** It is solving our need of automated Quality Control of our Support Team, fast track of coaching sessions, it is made in a way to keep all in one and there is no need to use Google sheets anymore ### 47. Chose money over creating a good product **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Music | Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Zendesk Contact Center?** The Klaus platform itself was really great and efficient at reviewing conversations. Implementation/integration is easy as you simply needed to choose the service, however, considering their recent acquisition by Zendesk, it will only be possible to connect it with Zendesk. **What do you dislike about Zendesk Contact Center?** Klaus recently announced an acquisition by Zendesk, effectively making the Klaus platform exclusively for Zendesk software. Zendesk is amongst the least innovative in the market of Customer Service software, so switching to Zendesk to continue using Klaus would harm the user experience. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It helps me ensure our support agents are doing a good job, and it makes the onboarding process easier as we can easily say: "Hey, that's not right, you should do this and that instead," helping us not only improve our customer's experience but also improving the skill of our employees without too much work. It also made the review process fun. However, considering their recent acquisition by Zendesk, this will no longer be the case. ### 48. Easy to use and user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2024 **What do you like best about Zendesk Contact Center?** It helps you by sorting the severity of the issue, provides timely update **What do you dislike about Zendesk Contact Center?** Nothing, I think Zendesk is already perfectly fit for a customer support **What problems is Zendesk Contact Center solving and how is that benefiting you?** I think there's no problem that Zendesk provides **Official Response from Zendesk Sam:** > We appreciate you taking the time to leave this positive review! Thank you for your support and we look forward to making your experience with us even better. ### 49. Klaus experience **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa P. | Customer Concierge, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Zendesk Contact Center?** Klaus is a great tool to monitor the csat and qa survey's received in a real time basis. There's no need to check to many sites/links since it's already integrated in one app. **What do you dislike about Zendesk Contact Center?** Sometimes, the surveys I receive is being counted already as well as the score I got from it but it is not showing up right away on the survey responses section of Klaus. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Both Csat and QA scores are integrated in one tool so I can easily monitor my current scores real time. ### 50. Purfect Purfect Purfect **Rating:** 5.0/5.0 stars **Reviewed by:** Abbie K. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2023 **What do you like best about Zendesk Contact Center?** Klaus is a really user friendly platform, both for the QA team and for the agents and team leaders that use it too. I use Klaus every single day and it's always speedy to get me the things I need. I really love how you can interact with another through Klaus, by commenting, reacting, replying to reviews, it makes the whole perception of QA that bit more engaging and friendly. It's also just so speedy to actually conduct reviews, we can more or less double the amount of audits we can do through Klaus! **What do you dislike about Zendesk Contact Center?** One thing we've struggled with is how the assignment feature works, rather than assigning X amounts per agent, it assigns X amount to complete the assignment, so if an agent is off for a period of time, other agents will receive more audits to compensate for that. Though this has been a pain point for us Klaus have been so great to rectify this and have informed us a fix is in progress! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus is allowing us to carry out significantly more reviews than the number we were previously able to carry out, meaning more feedback can be provided! It's also improving our relationship with agents as a QA team, as we're able to chat with them directly, send gifs and emojis etc. ## Zendesk Contact Center Discussions - [What integrations does Local Measure offer?](https://www.g2.com/discussions/what-integrations-does-local-measure-offer) - 1 comment, 1 upvote - [What's included in the Local Measure platform?](https://www.g2.com/discussions/what-s-included-in-the-local-measure-platform) - 1 comment, 1 upvote - [What kind of businesses use Local Measure?](https://www.g2.com/discussions/what-kind-of-businesses-use-local-measure) - 1 comment, 1 upvote - [View Zendesk Contact Center pricing details and edition comparison](https://www.g2.com/products/zendesk-contact-center/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-27+00%3A13%3A26+-0500&secure%5Bsession_id%5D=130fd76e-8299-4dc0-98e1-5381a64ba307&secure%5Btoken%5D=d996a1e5969a553478a98fd5330b806bffc76620c2b92e40677316e851c5597d&format=llm_user) ## Zendesk Contact Center Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) - [Gorgias](https://www.g2.com/products/gorgias/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Zendesk Contact Center Features **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Compliance** - Regulations - Updates - Exemptions **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Management** - Scrubbing - Blocking - Campaign Management - Screening **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Contacts** - Personalization - Information Locater - Record Prospect Data **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Integration** - Phone Systems - Marketing & CRM - Third-Party **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards **Security and privacy - AI Voice Assistants** - Encrypted communication **Insights** - Notes - Daily Summary - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis ## Top Zendesk Contact Center Alternatives - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - 4.7/5.0 (312 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)