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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

There's nothing I hate about the app since it was easy and friendly for a non techsavy guys Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

The Plugin seems too big Inside Zendesk, team should work on making it smaller and efficient for agent Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Sometimes the interface was a bit slow during peak hours. Also, some of the advanced automation features required extra training to use efficiently. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Some AI features are immature, and I can't coach them directly. Review collected by and hosted on G2.com.

Easy to use, set up, customize, and get help if needed. Implementing AI is also easy. Review collected by and hosted on G2.com.

I wish there were tighter user permissions especially if you have more that one instance or brand in your account. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Klaus use to be fun but after Zendesk acquired it, they changes were not so good. The scorecard was very limiting as well. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Nothing, that I dislike about zendesk as this helped me resolve the customers concern more easily with quick comminication and ease of implementation. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

All is good with Zendesk, never had anu issue with it for more than 4 years Review collected by and hosted on G2.com.