Zendesk for Customer Service Reviews & Product Details

The interface is better than most but the ability to customize or understand what is available is largely shielded in the company FAQs. Review collected by and hosted on G2.com.

No support in customizing Explore reports, ticket forms or getting basic feedback on when updates to Agent Workspace could be expected. I have given the same feedback for over 3 years and have continued to receive feedback from other ZD customers about the same issues I have reported with no acknowledgment from ZD. Review collected by and hosted on G2.com.

Zendesk continues to improve its usability and workflow automation. The interface remains clean and intuitive, making it easy for new team members to get up to speed quickly. I also appreciate the ticket organization, macros, and reporting features that help teams manage high ticket volumes more efficiently. Review collected by and hosted on G2.com.

While Zendesk is a powerful platform, there are still some limitations around customization—particularly with ticket forms, workflows, and user roles. Greater flexibility in these areas would make it easier for teams to tailor the system to their specific operational needs. Review collected by and hosted on G2.com.

What I like about Zendesk for Customer Service is how seamlessly it brings everything together. The platform makes it incredibly easy to manage customer inquiries across email and chat without losing context. Its interface helps reduce repetitive tasks so the team can focus on delivering meaningful support. Zendesk strikes a great balance between being powerful and easy to use, which makes a noticeable difference in day‑to‑day service operations. Review collected by and hosted on G2.com.

The configuration changes sometimes require navigating through several menus, which can slow down setup or adjustments. These are deal‑breakers, but they do create friction that teams have to work around. Review collected by and hosted on G2.com.

As the number of customer enquiries rises, and given our own high standards regarding the quality of responses, level of detail and speed, the demands placed on staff are also increasing. Growing cost pressures and demographic trends mean that these demands must be met either with the same number of staff or with fewer. AI agents offer the ideal solutions and opportunities for this task. In this respect, Zendesk is definitely keeping up with the times and leading the way. Review collected by and hosted on G2.com.

The increasingly complex names for Copilot products and their added value or use do not make it easy for administrators and decision-makers. There should be more transparency and support in this area. Review collected by and hosted on G2.com.

Zendesk works really well for our small customer service team. It's easy to use and pretty intuitive, so new agents get up to speed fast. We use it for chatbots, conversational support, and as a shared inbox, and it handles all of that smoothly without a lot of overhead. Review collected by and hosted on G2.com.

The main thing missing is the ability to text customers directly from the interface. You can only respond over SMS after a customer has texted in first, which is probably tied to SMS compliance laws, but it would be nice to have the option to start a text conversation ourselves. Review collected by and hosted on G2.com.

It makes it easy to manage customer conversations across multiple channels in one place. The automation features (triggers, macros, workflows) are a huge time-saver and help streamline repetitive tasks.

I also like the flexibility of integrations with other tools like CRMs and Slack, which makes it easy to fit into existing workflows.

The ticketing system is extremely reliable, making it easy to manage customer conversations across multiple channels in one place. Review collected by and hosted on G2.com.

Reporting is powerful, but setting up custom reports can also be a bit tricky.

Some parts of the admin setup and customisation can feel complex and not very intuitive, requiring time to learn or reach out to technical support. Review collected by and hosted on G2.com.

Zendesk helps organize our support team and track tickets, in a safe and secure way. Review collected by and hosted on G2.com.

Sadly, Im finding that Zendesk is pushing users to more AI, which our company is against, so the more they force it on users, the les we use Zendesk. Not only are we trying to avoid AI, I often find that many of the "cool new features" are either only available to Enterprise customers (the HIGHEST paid plan), or they just don't pertain to our small team. That or they are AI-based features, which, again, we won't use, nor do we want to get charged for them the way that Zendesk is charging for each use of an AI response, whether it helps or not. So sadly, while we'll continue to Zendesk, as there aren't many great alternatives, an who wants to go through the pain of making that massive change, I am no longer joining their online events on their big event of the year, Relate, since its all related to AI... so they are slowly loosing us. Review collected by and hosted on G2.com.

The latest evolution of Zendesk’s AI Agents is a total game-changer, primarily because the bot has moved away from rigid, "if-this-then-that" scripts to a more fluid, Generative AI model. What I find most impressive is how deeply customizable the personality is; you can now toggle between professional or casual tones or even provide a custom persona description to ensure the bot sounds exactly like your brand. Review collected by and hosted on G2.com.

While the new features are great, the subscription experience for long-term users is frustrating. I’m currently on a grandfathered plan, and Zendesk makes it increasingly difficult to manage. They’ve essentially built a "paywall" around their latest innovations; many of the new AI add-ons aren't compatible with legacy tiers, which feels like a tactic to force an upgrade to their much more expensive Suite packages. It’s disappointing that staying loyal to the platform means being locked out of modern tools unless you're willing to accept a significant price hike and a total plan migration. Review collected by and hosted on G2.com.

We are now using Enterprise, and the customer service is much more accessible. I'm excited about the upcoming MCP they will be releasing, as it should be an efficiency game-changer in many ways. Review collected by and hosted on G2.com.

Eliminate the race condition that causes triggers to fire in an inconsistent order when there are multiple triggers and/or actions that need to occur in sequence. Review collected by and hosted on G2.com.

Zendesk is a powerful platform that’s also easy to customize to our business needs. Their implementation, customer success, and specialist teams have been fantastic; over the years, I’ve gotten to know many of them and built strong working relationships. Zendesk consistently makes us, as a customer, feel welcomed, cared for, and heard. Each year they host the Zendesk Relate conference, where customers, vendors, and prospects travel to learn more about the platform, get deeper training, and connect with others in the Zendesk community. Review collected by and hosted on G2.com.

While it's nice that the product is ever changing and evolving, it is often hard to keep up with and I often find myself asking "where was that setting again...?" This is true mostly of the admin portal. This also comes about by Zendesk acquiring several companies into its tech stack. Review collected by and hosted on G2.com.