Zendesk is a great tool to centralize communication across multiple channels. Review collected by and hosted on G2.com.

Zendesk can be expensive for smaller organizatrions. Review collected by and hosted on G2.com.

Receives support needed and provides good recommendations Review collected by and hosted on G2.com.

Response times is sometimes slow and would take the next day to reply Review collected by and hosted on G2.com.

It’s easy to use and learn from, but it also is user friendly. Review collected by and hosted on G2.com.

It can be finicky but typically with user error. 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.

omni-channel experience, it's all in one place Review collected by and hosted on G2.com.

Reaching technical support from zendesk can be tricky and lengthy Review collected by and hosted on G2.com.

It’s easy to use, and it makes training new staff straightforward. Review collected by and hosted on G2.com.

Sometimes, finding what I’m looking for can be a bit confusing. Review collected by and hosted on G2.com.

Even though it is a very comprehensive tool, it still maintains the simplicity that makes the user's life easier on a daily basis. Review collected by and hosted on G2.com.

Sometimes, connection issues may occur depending on your region or your ISP. 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.

I've only used this feature a few times....our account changed and so not really using this too much. Review collected by and hosted on G2.com.

there's nothing really that I don't like. 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.