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Zendesk Contact Center Pros and Cons: Top Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users value the ease of use in Zendesk Contact Center, appreciating its intuitive setup and supportive onboarding. (7 mentions)
Users value the flexibility and comprehensive features of Zendesk Contact Center, enhancing efficiency in client service. (6 mentions)
Users appreciate the intuitive interface of Zendesk Contact Center, enabling quick onboarding and easy navigation for teams. (5 mentions)
Users praise Zendesk for its exceptional customer support, ensuring teams have help whenever they need it. (4 mentions)
Users value the efficiency of Zendesk Contact Center, enhancing service delivery with intuitive features and streamlined operations. (4 mentions)
Users value the intuitive agent management in Zendesk, enhancing coordination and efficiency in customer support processes. (2 mentions)
Users value the centralization of Zendesk, simplifying workflow coordination and enhancing efficiency across departments. (1 mentions)
Users value the intuitive and user-friendly interface of Zendesk QA, making it easy to enhance customer support. (1 mentions)
Users find the missing features in Zendesk Contact Center frustrating, impacting their overall efficiency and experience. (3 mentions)
Users experience slow performance during peak usage, affecting the overall efficiency of Zendesk Contact Center. (2 mentions)
Users desire tighter user permissions in Zendesk Contact Center, especially for multiple instances or brands. (1 mentions)
Users wish for tighter user permissions in Zendesk Contact Center, especially when managing multiple instances or brands. (1 mentions)
Users desire tighter user permissions for multiple instances or brands, feeling it could enhance account management. (1 mentions)
Users experience inaccurate data analysis, with survey results not immediately reflecting in the responses section of Klaus. (1 mentions)
Users find the inefficiency of the bulky Zendesk Plugin hinders agent performance and workflow efficiency. (1 mentions)
Users find the steep learning curve of Zendesk challenging, particularly with advanced automation features requiring extra training. (1 mentions)

Top Pros or Advantages of Zendesk Contact Center

1. Ease of Use
Users value the ease of use in Zendesk Contact Center, appreciating its intuitive setup and supportive onboarding.
See 7 mentions

See Related User Reviews

Jennifer C.
JC

Jennifer C.

Enterprise (> 1000 emp.)

4.0/5

"User-friendly software for customer support"

What do you like about Zendesk Contact Center?

The interface is clean and very easy to navigate, the userguide is easy to follow and the training process is less than 2 days.

Ashlee B.
AB

Ashlee B.

Mid-Market (51-1000 emp.)

4.0/5

"Zendesk support suite"

What do you like about Zendesk Contact Center?

Easy to use, set up, customize, and get help if needed. Implementing AI is also easy.

2. Helpful
Users value the flexibility and comprehensive features of Zendesk Contact Center, enhancing efficiency in client service.
See 6 mentions

See Related User Reviews

JM

John Kenneth M.

Mid-Market (51-1000 emp.)

4.5/5

"Zendesk is for real."

What do you like 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

Ashlee B.
AB

Ashlee B.

Mid-Market (51-1000 emp.)

4.0/5

"Zendesk support suite"

What do you like about Zendesk Contact Center?

Easy to use, set up, customize, and get help if needed. Implementing AI is also easy.

3. Intuitive
Users appreciate the intuitive interface of Zendesk Contact Center, enabling quick onboarding and easy navigation for teams.
See 5 mentions

See Related User Reviews

Jennifer C.
JC

Jennifer C.

Enterprise (> 1000 emp.)

4.0/5

"User-friendly software for customer support"

What do you like about Zendesk Contact Center?

The interface is clean and very easy to navigate, the userguide is easy to follow and the training process is less than 2 days.

Gwyneth M.
GM

Gwyneth M.

Mid-Market (51-1000 emp.)

4.0/5

"Intuitive, Feature-Rich Contact Center—But SLA Tracking Needs Improvement"

What do you like 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

4. Customer Support
Users praise Zendesk for its exceptional customer support, ensuring teams have help whenever they need it.
See 4 mentions

See Related User Reviews

Ashlee B.
AB

Ashlee B.

Mid-Market (51-1000 emp.)

4.0/5

"Zendesk support suite"

What do you like about Zendesk Contact Center?

Easy to use, set up, customize, and get help if needed. Implementing AI is also easy.

Gwyneth M.
GM

Gwyneth M.

Mid-Market (51-1000 emp.)

4.0/5

"Intuitive, Feature-Rich Contact Center—But SLA Tracking Needs Improvement"

What do you like 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

5. Efficiency
Users value the efficiency of Zendesk Contact Center, enhancing service delivery with intuitive features and streamlined operations.
See 4 mentions

See Related User Reviews

JM

John Kenneth M.

Mid-Market (51-1000 emp.)

4.5/5

"Zendesk is for real."

What do you like 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

Gwyneth M.
GM

Gwyneth M.

Mid-Market (51-1000 emp.)

4.0/5

"Intuitive, Feature-Rich Contact Center—But SLA Tracking Needs Improvement"

What do you like 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

6. Agent Management
Users value the intuitive agent management in Zendesk, enhancing coordination and efficiency in customer support processes.
See 2 mentions

See Related User Reviews

UMI MAMDUDAH T.
UT

UMI MAMDUDAH T.

Mid-Market (51-1000 emp.)

5.0/5

"Efficient Tool for Managing Customer Emails and Escalations"

What do you like 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 effec

Saketh R.
SR

Saketh R.

Enterprise (> 1000 emp.)

4.5/5

"Saviour for Telephony Integration"

What do you like 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 su

7. Centralization
Users value the centralization of Zendesk, simplifying workflow coordination and enhancing efficiency across departments.
See 1 mentions

See Related User Reviews

UMI MAMDUDAH T.
UT

UMI MAMDUDAH T.

Mid-Market (51-1000 emp.)

5.0/5

"Efficient Tool for Managing Customer Emails and Escalations"

What do you like 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 effec

8. Tools
Users value the intuitive and user-friendly interface of Zendesk QA, making it easy to enhance customer support.
See 1 mentions

See Related User Reviews

Archi A.
AA

Archi A.

Mid-Market (51-1000 emp.)

5.0/5

"Tool that cater to businesses making things easy."

What do you like 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

Top Cons or Disadvantages of Zendesk Contact Center

1. Missing Features
Users find the missing features in Zendesk Contact Center frustrating, impacting their overall efficiency and experience.
See 3 mentions

See Related User Reviews

Saketh R.
SR

Saketh R.

Enterprise (> 1000 emp.)

4.5/5

"Saviour for Telephony Integration"

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

Jennifer C.
JC

Jennifer C.

Enterprise (> 1000 emp.)

4.0/5

"User-friendly software for customer support"

What do you dislike about Zendesk Contact Center?

The omnichannel feature could be better.

2. Slow Performance
Users experience slow performance during peak usage, affecting the overall efficiency of Zendesk Contact Center.
See 2 mentions

See Related User Reviews

Verified User
U

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"honest review about zendeskQA"

What do you dislike about Zendesk Contact Center?

sometimes performance issues during peak usage

UMI MAMDUDAH T.
UT

UMI MAMDUDAH T.

Mid-Market (51-1000 emp.)

5.0/5

"Efficient Tool for Managing Customer Emails and Escalations"

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.

3. Access Control
Users desire tighter user permissions in Zendesk Contact Center, especially for multiple instances or brands.
See 1 mentions

See Related User Reviews

Ashlee B.
AB

Ashlee B.

Mid-Market (51-1000 emp.)

4.0/5

"Zendesk support suite"

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.

4. Access Restrictions
Users wish for tighter user permissions in Zendesk Contact Center, especially when managing multiple instances or brands.
See 1 mentions

See Related User Reviews

Ashlee B.
AB

Ashlee B.

Mid-Market (51-1000 emp.)

4.0/5

"Zendesk support suite"

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.

5. Assignment Issues
Users desire tighter user permissions for multiple instances or brands, feeling it could enhance account management.
See 1 mentions

See Related User Reviews

Ashlee B.
AB

Ashlee B.

Mid-Market (51-1000 emp.)

4.0/5

"Zendesk support suite"

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.

6. Inaccurate Data Analysis
Users experience inaccurate data analysis, with survey results not immediately reflecting in the responses section of Klaus.
See 1 mentions

See Related User Reviews

Gwyneth M.
GM

Gwyneth M.

Mid-Market (51-1000 emp.)

4.0/5

"Intuitive, Feature-Rich Contact Center—But SLA Tracking Needs Improvement"

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

7. Inefficiency
Users find the inefficiency of the bulky Zendesk Plugin hinders agent performance and workflow efficiency.
See 1 mentions

See Related User Reviews

Saketh R.
SR

Saketh R.

Enterprise (> 1000 emp.)

4.5/5

"Saviour for Telephony Integration"

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

8. Steep Learning Curve
Users find the steep learning curve of Zendesk challenging, particularly with advanced automation features requiring extra training.
See 1 mentions

See Related User Reviews

UMI MAMDUDAH T.
UT

UMI MAMDUDAH T.

Mid-Market (51-1000 emp.)

5.0/5

"Efficient Tool for Managing Customer Emails and Escalations"

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.

Zendesk Contact Center Reviews (271)

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Reviews

Zendesk Contact Center Reviews (271)

View 1 Video Reviews
4.6
271 reviews
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Ray G.
RG
Quality Assurance Specialist
Mid-Market (51-1000 emp.)
"Extraordinary Klaus"
What do you like best about Zendesk Contact Center?

Klaus is an easy to use tool that is developed for an average person. Everything in this tool is high standard, nothing too much trouble. It is very easy to navigate and it feels like any person can use this without undergoing a training. The young and old can easily use Klaus. Very excellent!!! Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

I honestly do not see anything negative about Klaus. But aside from an email notification, it would be best if there is a pop-up notification if something comes in like a work audit. But everything is great! Review collected by and hosted on G2.com.

Krystal T.
KT
Customer Support Operations Lead
Small-Business (50 or fewer emp.)
"I love sharing team feedback with Klaus"
What do you like best about Zendesk Contact Center?

Klaus makes it incredibly easy to pull conversations from our CRM and have our customer support team share peer reviews to help each other learn best practices. It keeps our responses in sync and gives us opportunities to improve the way we respond to our users. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

I don't really have any cons at the moment. Review collected by and hosted on G2.com.

Melissa Y.
MY
Small-Business (50 or fewer emp.)
"Great tool for QA"
What do you like best about Zendesk Contact Center?

Clear and concise, interactive, fun outlook Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

I'd prefer if the link to what's being reviewed took you directly to the chat. Right now you have to copy and paste Review collected by and hosted on G2.com.

Diana S.
DS
Mid-Market (51-1000 emp.)
"Best tool for performance tracking"
What do you like best about Zendesk Contact Center?

I like how Klaus allows us to monitor our performance easily. It also allows us to set a target for your expected performance. Klaus will enable us to access the given comment every time that we can use it as a reference in our progress. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

This is my first time using Klaus, and I am so impressed with the tool. Very user-friendly and easy to navigate. So far, I do not see flaws while using the tool, as I am new to this feature. Review collected by and hosted on G2.com.

Rowenne M.
RM
Mid-Market (51-1000 emp.)
"Cool app to view my feedbacks"
What do you like best about Zendesk Contact Center?

It is very easy to use, pleasing to the eye and very straightforward. The good thing about this is that it is real time so feedbackand scores are already reflecting, no waiting time at all. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

No complains about Klaus. It serves its purpose and it is very easy to use. Though there's too many features and buttons available, I totally understand that it is not the Klaus' fault that we are not utilizing those as we have specific feature that we are just using. Review collected by and hosted on G2.com.

Adrian G.
AG
Mid-Market (51-1000 emp.)
"Enhance you, your team and the company for betterment"
What do you like best about Zendesk Contact Center?

I like how easy it is to post reviews and read what other people have to say about your work. The indicator that shows how many reviews each team member has received over the course of a week is one "micro-feature" that I really like. Without returning to the dashboard, this indicator makes it simple to see who still requires a review in order to maintain our IQS distribution equitably and consistently. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

Setting it up and being familiar with the various filtering and reporting options took some getting used to. Other than that, I have no significant problems. Additionally, you must take proactive measures to make sure team members are using the reviews properly and grading one another fairly. Review collected by and hosted on G2.com.

Moses R.
MR
Outsourcing/Offshoring
Small-Business (50 or fewer emp.)
"Pound for Pound Champ"
What do you like best about Zendesk Contact Center?

Using Klaus has helped me improve my skills. Overall, I just find this tool very helpful in terms of productivity and quality. I'm really impressed how Klaus made me a believer. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

There's nothing wrong I can say about Klaus because it helped me achieve my monthly goals, as this tool helps me improve and to make sure that I'll be a better version of myself. Review collected by and hosted on G2.com.

John C.
JC
Mid-Market (51-1000 emp.)
"Klaus is one of the tools that has the best UI."
What do you like best about Zendesk Contact Center?

I love how easy it is to see your performance in a bigger picture atr a glance. It is quick to determine which areas you excel at and what are the things that need improvement. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

Sometimes, it does not load as fast as I would expect from a web application. It's still a pretty fresh product, and we haven't encountered any deal-breaking issues yet. Review collected by and hosted on G2.com.

Christian D.
CD
Mid-Market (51-1000 emp.)
"this is a great app"
What do you like best about Zendesk Contact Center?

it gives me the access to check my daily surveys where I can do my daily goals as well to help me become the best sutomer service representative as I could be. a great app indeed Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

so far, i cannot find anything as a downside of using this app. all I can find is this is such a great benefit of using this for you to track your daily and monthly progress Review collected by and hosted on G2.com.

Hannah D.
HD
Customer Success Manager, NEMEA
Small-Business (50 or fewer emp.)
"It really is the cats pyjamas 🐈"
What do you like best about Zendesk Contact Center?

Klauss is a tool that brings incredible value and actual support to your support teams. It's an intuitive tool that allows you to better empower and support quality conversations and the real people behind them. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

Honestly? I can't say much behind any product deficencies available. The team is reactive, proactive, and constantly growing. It's difficult for me to find any real gap with a product that is centered around supporting people with easy to use technology.

Maybe the fact that I have this listed as a noncompromisable need-to-have in my tool box? Review collected by and hosted on G2.com.