Zendesk for Customer Service Reviews & Product Details

We run two separate consumer brands under the same company, and customers of one have genuinely no idea the other even exists, which is exactly how we want it. Set up multibrand so each gets its own help center, its own support email, its own look entirely, but on our side it's still one team working from the same queue, nobody needed to learn two separate tools or switch logins depending on which brand a ticket came from. Reporting across both still rolls up into one dashboard too, so I'm not stitching together numbers from two disconnected accounts just to see the full picture. Review collected by and hosted on G2.com.

Keeping triggers and automations consistent across both brands took more care than I expected, built a rule for one brand once and completely forgot to mirror it over to the other, which caused a small inconsistency in how tickets got auto tagged for a few weeks before I caught it. Review collected by and hosted on G2.com.

Zendesk’s implementation of artificial intelligence is truly impressive. They did not focus solely on AI for customers, but also on empowering agents, making their work easier and more efficient from both sides of the business. In addition, their pricing model is particularly compelling: if they do not deliver a resolution, they do not charge. This approach creates a strong incentive for continuous improvement and ensures they remain focused on achieving better outcomes over time. Review collected by and hosted on G2.com.

It is clear that implementing both the customer-facing AI agents and the agent-assist capabilities requires time and effort. Building effective prompts, defining the right parameters, and fine-tuning the experience are essential steps to achieve the desired results. However, the investment is well worth it, as these tools can significantly improve efficiency, enhance the customer experience, and deliver long-term value to the business. Review collected by and hosted on G2.com.

We turned on Gather, Zendesk's community forum piece, mostly as an experiment and didn't expect much from it. Turns out a handful of our most experienced customers just started answering other people's questions in there before we even saw the post, stuff about weird edge-case configurations that honestly would've taken one of our agents time to research anyway. Our self-service score, basically what percentage of people find an answer without ever filing a ticket, went up noticeably once the forum had enough activity to actually be useful as a search result. Review collected by and hosted on G2.com.

Unanswered posts just sit there with no real way to auto-escalate them into an actual ticket if nobody responds after a day or two, we've had a few questions go quiet in the forum that should've gotten pulled into support instead of being left hanging. Review collected by and hosted on G2.com.

A lot of our customers reach out through Instagram DMs first, and before this whoever managed our social account was fielding those separately from actual support tickets, so if that person was out, messages just sat unanswered. Now Instagram, WhatsApp, and Facebook messages all land in the same Agent Workspace as regular tickets, any available agent can pick it up instead of one specific person being the bottleneck. The unified customer profile thing has helped too, someone DMs on Instagram then later emails about the same issue, and it's linked as the same person instead of looking like two separate customers. Review collected by and hosted on G2.com.

Got a few duplicate customer profiles early on, someone messaged from Instagram once and email another time, and the system didn't always realize it was the same person unless the contact info matched exactly. Review collected by and hosted on G2.com.

We've got a mix of agents on the team, some who write great replies naturally and a couple newer hires who'd send responses that were accurate but kind of rough sounding. Copilot's expand feature lets someone jot a few bullet points about what they want to say and turns it into an actual polished reply pulled from our knowledge base and past macros. Reply quality across the team evened out noticeably, customers aren't getting a noticeably worse-written response depending on which agent happened to pick up their ticket. Review collected by and hosted on G2.com.

Intelligent triage occasionally misreads sentiment on sarcastic messages, flagged a customer as calm and neutral once when they were actually pretty annoyed, just phrased it dryly instead of using obvious angry language. Review collected by and hosted on G2.com.

Same customer would email twice about one issue, once from their phone, once from a laptop an hour later when they got worried nobody saw the first one, and we'd end up with two agents responding separately without realizing it was the same problem. Merging tickets folds all that history into one thread, so whoever picks it up sees the full picture instead of a fragment. Play mode's also been handy for our newer agents, they just click through a view and get assigned the next ticket automatically instead of picking and choosing, keeps things fair and moving. Review collected by and hosted on G2.com.

Merging isn't reversible, learned that the hard way when a teammate merged the wrong ticket and we lost some custom field data that didn't carry over to the surviving ticket. Review collected by and hosted on G2.com.

What I like most about Zendesk for customer service is its ease of use. New employees typically have very little difficulty learning the platform, navigating its features, and understanding how to complete their tasks with minimal training. This makes the transition from training to performing the job independently very quick and efficient.

I also really value Zendesk’s automations and triggers, which have allowed us to create customized ways to filter, organize, and manage our tickets. Additionally, its long-term storage capabilities have been extremely useful. We have been using Zendesk for approximately 10 to 12 years, and it has become our go-to resource whenever we need to locate older tickets or email correspondence. In that sense, it also serves as a valuable archive for historical customer communications.

Another aspect I really appreciate about Zendesk is its reliability. We have experienced very little, if any, downtime, and the platform is consistently available when we need it. This has allowed us to maintain uninterrupted communication with our customers and depend on Zendesk as a core part of our daily operations.

In terms of pricing, we also feel that Zendesk offers fair value for the features and capabilities it provides. Overall, we are very satisfied with the software and believe it delivers a strong balance of reliability, functionality, and value. Review collected by and hosted on G2.com.

What I like least about Zendesk is that tagging or directly notifying other team members within a ticket feels somewhat limited. It can be difficult to make sure the right person is immediately aware that a particular ticket requires their attention or follow-up. A more intuitive and visible way to tag colleagues within tickets would make collaboration easier.

I would also like to see improvements in customer support. Although I have only needed to contact Zendesk support on a few occasions, the lack of a direct phone support option can make resolving certain issues more difficult. Support is primarily handled through chat, and sometimes explaining a complex issue that way can be challenging. In some situations, a phone conversation would allow for faster back-and-forth communication, make it easier to clarify the problem, and ultimately lead to a quicker resolution. Review collected by and hosted on G2.com.

One of the things I like most about Zendesk is how well it integrates with Slack. The Slack notifications are particularly helpful because I receive an alert when a ticket has been responded to, which means I can stay informed about ticket activity without having to constantly monitor Zendesk. This is especially useful when working across multiple tickets or collaborating with different teams, as it provides an additional layer of visibility and helps ensure that important updates do not get missed. I also like having customer conversations, ticket history, and support activity centralized in one place. Having that information readily available makes it easier to understand the full context of a customer issue and track it through to resolution. Zendesk also provides useful reporting and automation capabilities, which can help teams monitor performance, identify trends, and reduce the amount of time spent on repetitive tasks. Overall, I appreciate that Zendesk provides a structured way to manage customer service requests while still offering integrations that fit into the other tools our team uses every day. Review collected by and hosted on G2.com.

My main frustration with Zendesk is that the product can feel quite complex to use. There are a lot of features, settings, and configuration options, and it can take some time to understand how everything works and determine the best way to use the platform. This can make the experience feel overwhelming, particularly for new users or when trying to complete something that should be relatively simple. I also find the functionality for mentioning or tagging another person directly within a ticket to be limited. When I need to bring a teammate's attention to a specific ticket or ask for their input, I would prefer a more straightforward way to mention them directly in the ticket and clearly notify them. Having to rely on another communication channel for something that could be handled within the ticket can create additional steps and make collaboration less seamless. While Zendesk has a lot of powerful functionality, I think simplifying some of the user experience and improving collaboration features within individual tickets would make the platform much easier and more efficient to use. Review collected by and hosted on G2.com.

What I like best about Zendesk is how customizable it is. It allows you to create your own workflows, ticket views, and automations to match your team's processes. The custom reporting features also make it easy to track performance and gain insights into support operations. This flexibility helps streamline day to day support and makes it easier to manage customer conversations efficiently. Review collected by and hosted on G2.com.

One downside is that some of the more advanced features, such as creating workflows, automations, and other custom configurations, can be a bit complex for non technical users. There is a learning curve, and it may take some time to understand how everything works. However, once you become familiar with the platform, the flexibility and customization options make the effort worthwhile. Review collected by and hosted on G2.com.

What I like most is that it gives me a single place to manage all my internal IT requests. Whether I’m reporting an issue with my laptop, requesting software access, or asking for new hardware while working from home, everything is tracked through a ticket, so I always know where things stand.

I also appreciate being able to check the status of my requests without having to follow up with the IT team over chat or email. If they need more information, they can leave a comment on the ticket and I can reply right there. Keeping the entire conversation in one place makes it much easier to follow.

The interface is simple and doesn’t take long to learn. Creating a ticket is straightforward, and I can easily look back at previous requests whenever I need to confirm what was done or when something was approved.

Overall, it has made working with the IT team much smoother. Instead of wondering whether a request was received or who is handling it, I can just open the ticket and see the latest update. Review collected by and hosted on G2.com.

I don’t have any major complaints, but there are a few small areas that could be improved. At times, it isn’t immediately clear who is currently handling a ticket or when I should expect the next update, especially if the request has been sitting for a while. In those situations, I usually end up waiting until someone from the IT team responds.

I’ve also noticed that when a ticket has several comments, it can take a bit of scrolling to find a specific update. It would be helpful if important status changes or the most recent updates were easier to spot at a glance.

Aside from that, the overall experience has been smooth. Submitting requests is straightforward, tracking progress is easy, and having everything in one place is a big improvement over managing requests through emails or chat messages. Review collected by and hosted on G2.com.