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.

Had a moment last month where I opened a ticket, started typing out a whole explanation for a refund policy question, and right at the top there's this little banner saying another agent's already on the same ticket. Turned out my coworker had literally just submitted almost the identical answer thirty seconds before me. Would've looked pretty unprofessional sending the same thing twice to one customer, so that warning saved me from an awkward moment I didn't even know was coming. Review collected by and hosted on G2.com.

It doesn't always catch it if someone's on their phone instead of the browser, had one case where a teammate replied from the mobile app and I had zero warning she was even on the ticket, found out only after I'd already hit send on my own reply. Review collected by and hosted on G2.com.

We had this one customer who emailed about a broken checkout, waited maybe twenty minutes for a reply that hadn't come yet, then emailed again from his phone, then somehow also submitted our web form on top of that. Three tickets, three agents, and each one was drafting a response with no clue the other two existed. Now the related tickets panel actually flags likely duplicates from the same person, so whoever opens the ticket sees a little red badge and can merge before wasting time writing something the customer's about to get twice more anyway. Review collected by and hosted on G2.com.

It only catches tickets from the same requester, so if someone emails from a personal address then later from their work one about the exact same issue, nothing links them and I've still had to catch a couple of those manually just by noticing the subject line looked familiar. 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.

Half our tickets are some version of "where's my order," and agents used to have a Shopify tab open at all times just to look up order status for every single ticket that came in. Installed the Shopify app right in the Zendesk sidebar, so order history, tracking number, and payment status show up next to the ticket automatically based on the customer's email. Agents aren't alt-tabbing anymore, the answer's just sitting there when the ticket opens. Review collected by and hosted on G2.com.

The sidebar app occasionally doesn't match an order if the customer emailed from a different address than the one used at checkout, so it still comes up empty for a chunk of tickets and needs a manual lookup anyway. 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.