Zendesk for Customer Service Reviews & Product Details

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.

I like Zendesk because it helps organize customer inquiries in one place, making it easier to track conversations, follow up on cases, and respond quickly. It also makes it easier to maintain consistency in customer service and monitor performance through its reporting and analytics features. Review collected by and hosted on G2.com.

The main thing I dislike about Zendesk is that it can sometimes feel slow or complicated when handling a high volume of customer inquiries. Some features also require multiple steps to complete simple tasks, which can affect response time and overall efficiency. Review collected by and hosted on G2.com.

What I appreciate most is the ability to manage multiple brands within a single system while maintaining separate communication, content, and knowledge bases. In our e-commerce operations, with different stores and languages, this is very important. A strong point of Zendesk is its flexibility. Macros, fields, tags, views, triggers, and automations allow the system to be tailored to the company's actual processes — from pre-purchase inquiries, through order and return handling, to collaboration with partners. We don't have to limit ourselves to one imposed way of working. I also appreciate access to the customer contact history and the ability to organize matters so that the team knows what requires action. The knowledge base is also of great value to us, both for customers and employees. The ability to develop our own procedures, multilingual content, and link them to ticket handling is a significant advantage. It's a system that provides a lot of room for growth and gradual work improvement. Review collected by and hosted on G2.com.

The biggest downside for me is the complexity of the configuration. Some things that seem simple from a user's perspective require many settings, additional rules, tests, or using the API. Developing the system independently can therefore take a lot of time. It's also not always easy to determine whether a function is unavailable due to the package owned, an additional license, permissions, or the product's limitation. I also have reservations about the predictability of AI's operation. In our tests, there were responses that did not match the question and situations where correctly retrieved data was not used in the response to the customer. This requires multiple scenario checks and refining instructions. I see potential in these functions, but at the current stage of our implementation, I don't treat them as a solution that can simply be turned on and left unsupervised. When developing the system, I am also hindered by the need to analyze additional add-ons, costs, and the scope of access for agents. I would like it to be easier to assess what exactly we receive within the services we have. We also encountered problems with Microsoft Teams integration, where the initial technical support recommendations did not resolve the issue. Overall, I value Zendesk for its capabilities, but I would expect greater simplicity in administration, a clearer scope of functions, and more predictable AI operation. Review collected by and hosted on G2.com.

What I like most about Zendesk for Customer Service is the ability to centralize and organize service in a single environment, significantly facilitating the team's routine. Viewing tickets by status, such as new, pending, and resolved, provides a clear view of demands and reduces the risk of any customer being left without a response.

Another point I find quite positive is the possibility for different team members to follow the history of interactions. This improves the continuity of service, as even when there is a change of responsibility, the next agent can quickly understand the context and continue the request without requiring the customer to repeat all the information.

I also really liked the possibilities of communication with a larger customer base. We use the tool not only for individual service but also for communications directed at larger groups, which helps make the process more organized and scalable.

Furthermore, I find the interface intuitive for monitoring queues and distributing demands. The ability to quickly identify which services still need action, which are awaiting a response, and which have already been completed facilitates operational management and improves team productivity.

Overall, the main benefit for us is having more control over the service journey. Previously, conversations could be scattered across different channels or rely heavily on individual follow-up by each person. With Zendesk, there is a clearer, traceable, and collaborative structure to manage these interactions. Review collected by and hosted on G2.com.

Despite the overall positive experience with Zendesk for Customer Service, I believe some points could be improved, especially related to the initial setup and sending communications to multiple clients.

During the initial tests, I had some difficulty understanding some possibilities for sending mass messages. For example, there is a very practical way to locate or add a recipient using the phone number, with the platform itself indicating if it was correctly identified. However, when I needed to select several phone numbers simultaneously, the process was not so clear. I believe a more intuitive option for importing, selecting, or validating multiple recipients at once would make this feature even more efficient.

I also consider that some more advanced features require a longer adaptation period. For those starting to use the tool, certain flows, settings, and automation possibilities are not immediately evident. A more guided initial experience, with guidance within the platform itself, could reduce this learning curve.

Another point that impacted our experience was the support received during the implementation through Aktie Now. We contracted a 21-hour support package precisely to facilitate the configuration and adoption of the platform, but the experience fell short of our expectations. At times, we missed more proactive guidance and deeper recommendations on how to structure the environment according to our operation.

It is important to highlight, however, that this dissatisfaction is much more related to the implementation process and the partner responsible for support than to the Zendesk platform itself. After we managed to better understand the structure and configure the main flows, the use became significantly simpler. Review collected by and hosted on G2.com.

I like that Zendesk gives us one place to manage everything when it comes to customer interactions, processes, and support work. It has a lot of integrations and works well for our team, which makes it easy to fit into how we already operate. We created multiple tools that connect through Zendesk, like Sharepoint, Azure DevOps and more.

It's also trust worthy and rarely goes down.

I also like their Early Access Programs. It’s nice being able to see what’s coming, try things out early, and decide if we want to use new features before they’re fully rolled out. Review collected by and hosted on G2.com.

Zendesk Talk is the area where I see the most opportunity for improvement. While it provides the basic functionality needed for an integrated phone system, it is not as advanced or feature-rich as some other tools available in the market. Review collected by and hosted on G2.com.

I love Zendesk for Customer Service's modernized and customizable UI, making it enjoyable for agents to use. The analytics part is particularly valuable to me as a supervisor, especially the real-time analytics and dashboards that help track agents' performance and ensure they are effectively doing their jobs. The transition from Helpshift to Zendesk has positively impacted our quality scores by making it easier to monitor and improve performance, thanks to the comprehensive analytics system. Review collected by and hosted on G2.com.

So far, most of the things we wanted improved in Zendesk are getting better, which is cool. Still, I think more colors would really help from an agent's perspective. The current design makes it kinda hard to differentiate when players contact us and then agents, or AI bots, respond, as they look pretty much the same. Review collected by and hosted on G2.com.

It has most all of the features I'd want in a ticketing system and is super customizable. My team is very well organized with it, and we've changed our setup multiple times over the years to prioritize different kinds of tickets and rearrange groups of agents. I have used some other help desks and they do not have all the features I want (custom fields, views, groups, triggers, automations, contact forms have historically been heavily used by our team). Review collected by and hosted on G2.com.

Some features do not work how you'd expect them to, and you can see in the community post for the feature request that so many other admins want the same improvements. But there is very little hope that Zendesk will ever make these changes. Some posts are many many years old and various PMs comment from time to time, sometimes it even sounds like projects are underway, but then the change is never made. Ex: automation where tickets can be deleted, ability to customize/remove a signature for messages sent via SMS, little things and big things that do impact how people want to use Zendesk. Review collected by and hosted on G2.com.

Auto summarise by AI copilot: If a customer sends a huge, novel-length email or a ticket gets transferred to me with 20 back and forth messages, the AI creates a quick bulleted summary. It saves me so much time because I don’t have to read the whole thread to know the problem. Review collected by and hosted on G2.com.

I’ve been using Zendesk for customer support for a few months now, and to be completely honest, there is nothing I dislike about it. It is easily one of the best support suites out there right now.Managing emails, live chats, and voice calls all in one place is super seamless. The interface is really easy to understand, which made it a breeze to learn when I first started. It just works, and as an agent who uses it daily, I haven't run into any real trouble or technical glitches. Review collected by and hosted on G2.com.