We serve a region with a real mix of English and Spanish speakers, and before this everyone hit the same English menu first regardless of what they actually needed, Spanish speaking callers would get transferred once, sometimes twice, before landing with someone who could actually help them. Built the IVR to offer a language choice right at the very start instead, so a Spanish speaker picks their language in the first few seconds and goes straight into a queue built for that, no bouncing around first. Complaints about being transferred multiple times just before even starting dropped off almost completely once this was live. Review collected by and hosted on G2.com.

Recording and maintaining separate prompts in both languages means any time we update a message, like a holiday closure announcement, it's actually two recordings to update instead of one, easy to accidentally update only the English version and forget the Spanish side needs the same change. Review collected by and hosted on G2.com.

I'm actually speaking as someone who calls into support a lot for my own job, testing vendor tools, and one company running Zendesk's contact center had their agent greet me by name the second the call connected, no me having to spell my last name or give an account number first. Turns out caller ID matched straight to my existing ticket history and popped it right on the agent's screen before they even said hello. Made the whole call feel less like starting from zero every single time I reach out, which happens more than I'd like given how often I'm testing support lines for work. Review collected by and hosted on G2.com.

It clearly depends entirely on calling from the same number tied to your account, tried once from a different phone and the agent had zero context, had to explain everything from scratch just like the old days. Review collected by and hosted on G2.com.

I like how easy it is to use, new users have no issues navigating the platform and are able to learn quickly which facilitates their training. I also love how much storage it has, we have millions of emails dating from almost 10-12 yrs ago, and Zendesk has become our go-to archive whenever we need to dig up really old emails. The value is definitely there for what we’re paying. Without a doubt, Zendesk Contact Center is a quality product that delivers on what it promises. It provides a reliable and consistent communication platform, performs well, and gives us the tools we need to stay connected with our customers. Overall, we feel the pricing is fair considering the quality, reliability, and functionality we receive. Review collected by and hosted on G2.com.

I wish there were more options in terms of triggers and automations. I also wish there was a way to easily bulk delete certain emails that we dont need from years ago. Review collected by and hosted on G2.com.

Warm transfer is honestly the thing I use constantly. Before, transferring a call meant the next person had zero clue what was going on, customer had to repeat their whole story again which is just annoying for everyone. Now I can actually talk to the person I'm transferring to first, give them the quick rundown, before the customer even joins. Feels way less clunky. Also the mobile app is decent, I checked queue status from my phone once when I stepped out for lunch, worked fine. Review collected by and hosted on G2.com.

Honestly the multi-language IVR menu setup was a headache. Wanted Spanish and English options and it took forever to get the routing logic right so people didn't end up in the wrong queue based on which language they picked. Review collected by and hosted on G2.com.

We used to have a shared voicemail box that honestly nobody fully owned, whoever remembered to check it did, which meant some messages sat for a day or two before anyone actually listened. Every voicemail now automatically becomes a ticket the moment it comes in, so it shows up in the same queue as email and chat instead of a separate box someone has to remember to check. Also kept our old desk phone system in place and connected it through Talk Partner Edition instead of replacing hardware entirely, since that would've been a much bigger project than we wanted to take on. Review collected by and hosted on G2.com.

Abandoned calls, ones where someone hangs up before leaving a voicemail, don't automatically become tickets, so we still don't have great visibility into how many people call and just give up before anyone answers. Review collected by and hosted on G2.com.

What I value most in my day-to-day is the visibility I have as the team leader over each agent's workload. I can see in real-time how many tickets each one has, which are about to breach their SLA, and redistribute cases when someone is overwhelmed, without having to ask one by one. The customized views have also been key, each agent has theirs according to the type of case they handle, and this has made the team work more orderly. The macro system for frequent responses also saves us a lot of time on repetitive queries. Review collected by and hosted on G2.com.

Where I feel there is a lack of flexibility is in the reports. The default dashboards are fine for an overview, but when we need to cross more specific data (for example, response time by channel type and by agent in the same report), we end up exporting everything to a separate spreadsheet to build it as we need. Review collected by and hosted on G2.com.

We run a voice bot for basic questions, and it used to hand off to a human with basically nothing, agent picks up cold and asks the customer to repeat everything they just told the bot. Now when it escalates, the ticket already has the caller's topic, sentiment, and a summary sitting there before the phone even rings on our end. Agents open with actual context instead of "sorry, can you start over," which customers noticeably appreciate after already explaining themselves once to the bot. Review collected by and hosted on G2.com.

The handoff summary is only as good as what the bot actually understood, so if the AI misread what the customer wanted, the agent inherits that wrong context and has to untangle it mid-call instead of starting fresh. Review collected by and hosted on G2.com.

I most appreciate the ability to gather various customer contact channels in one environment. Instead of handling email, forms, messages, or other contact sources separately, the agent has access to the case history and can work on a single ticket. A significant advantage is also the ability to organize team work through groups, queues, views, priorities, SLA, routing, and automations. With a larger number of tickets, it makes it much easier to determine which issues require immediate attention, who should handle them, and at what stage the customer contact is. The full communication history is also very useful. The agent does not have to start each conversation from scratch and can quickly check previous messages, actions of other people, and the customer's context. For us, the ability to handle multiple brands and different types of cases in one system is also important. Zendesk offers many possibilities for developing the service process. Macros, triggers, automations, forms, and reporting allow for gradually standardizing team work and reducing the number of manual tasks. Review collected by and hosted on G2.com.

The biggest downside is the complexity of configuration. With a larger number of channels, brands, forms, groups, and automations, it's very easy to create a complex environment that later requires a lot of time for maintenance and testing. Some features are also less intuitive than one might expect. Sometimes achieving a seemingly simple effect requires several separate rules, fields, or automations. When making changes, you also have to be careful about dependencies between triggers, routing, statuses, and views, as one change can affect other processes. Another area for improvement is the transparency of functions available in individual packages and add-ons. It's not always immediately clear whether a given capability is part of the current plan, requires an additional license, or a separate product. I also have some reservations about AI functions. They can realistically speed up agents' work, but in our tests, they still require careful preparation, control, and testing of scenarios. In customer service, the correctness of responses is very important, so not all processes can be immediately left to automation without supervision. Review collected by and hosted on G2.com.

I like having customer conversations from different channels in one place. Our team handles both email and messaging, and Zendesk makes it much easier to manage the queue, assign conversations, and see the full customer history without jumping between different tools. I also like the flexibility around routing, triggers, views, and SLAs. As someone managing the support operation, I can adjust the workflow as our team and processes change without having to rebuild everything from scratch. Review collected by and hosted on G2.com.

Some of the more advanced features can take time to set up and troubleshoot. We’ve had situations where messaging and live agent handoffs did not work exactly as expected, and figuring out the configuration required a lot of testing. There are also settings spread across different areas of Zendesk, so sometimes finding the right configuration is harder than actually making the change. Once everything is set up properly, though, it works well. Review collected by and hosted on G2.com.

Zendesk sets the standard for any CS product. The reporting is intuitive and easily customizable. The pricing is extremely fair and competitive within the space. Having Zendesk at your company means you can recruit other team members who are likely already familiar with the product interface since it's the industry-leader. I like that it makes every interaction easy to navigate for agents and you can set up as many custom fields and forms as you'd like to capture the data that's really important to you. Review collected by and hosted on G2.com.

The only thing I'd say is a negative is that some features are locked behind the highest tier and thus may be cost-prohibitive to what your company is looking for, since there is a significant jump between the highest and 2nd highest tier. Review collected by and hosted on G2.com.