Zendesk for Customer Service Reviews & Product Details

It is used to manage, organize, and resolve customer support requests, ensuring that previous conversations, internal notes, and direct communications are easy to follow. Review collected by and hosted on G2.com.

It could help by making all the information clearer. What I mean is that it needs to provide a breakdown, detected by Zendesk, of what action is still missing, rather than relying on a note left by someone else, since that note might not serve the same purpose or make things clear. Review collected by and hosted on G2.com.

Since our initial setup, the platform has become even more seamless to use daily. The ongoing improvements to conversational routing, macros and AI-assisted summaries have noticeably reduced manual ticket-handling time. The reporting tools in Explore have also made it much simpler to identify team bottlenecks and track resolution trends. Review collected by and hosted on G2.com.

While Zendesk is a robust and widely used customer service platform, users and administrators frequently point out several areas where it could improve:

Pricing Tiers and Scaling Costs: Costs can scale steeply as a team grows or when adding advanced features, making it expensive for smaller businesses or rapidly scaling startups.

Complex Initial Configuration: Setting up intricate workflows, triggers, automations, and routing rules requires a steep learning curve and often dedicated administrative expertise.

Interface and Navigation Clutter: The agent workspace can sometimes feel overwhelming or overly dense, requiring multiple clicks across different tabs and menus to resolve a single ticket.

Reporting and Analytics Limitations: While robust reporting is available on higher-tier plans, out-of-the-box reporting on lower tiers can feel restrictive or inflexible when trying to build custom dashboards.

Knowledge Base and Community Limitations: Organizing and formatting internal or external help center articles can feel rigid compared to dedicated modern documentation platforms like Notion. Review collected by and hosted on G2.com.

One thing I appreciate about Zendesk for Customer Service is how easy it is to manage and respond to client enquiries via email. The platform helps organize tickets effectively, making communication with clients more efficient and ensuring timely resolution of issues. Review collected by and hosted on G2.com.

No specific improvements at the moment. The platform works well for managing and responding to client enquiries efficiently.” 😊 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.

Zendesk has always and still is the best tool to interact with customers. The macro updates have made communication easy and efficient. We recently moved to using Zendesk for calls both inbound and outbound, and it's been easy and of great quality. Solving tickets and being able to view ticket summaries has been the greatest so far. Review collected by and hosted on G2.com.

I still don't think we are able to unsend an email once sent to a customer. 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.

Zendesk has a user-friendly interface that makes it easy to use. You can track metrics and integrate chat, including integration with the AI bot. It offers a seamless way to stay in contact with customers and rarely has issues with speed or functionality. The pricing makes it worthwhile for large organisations, since you can collaborate easily with other users. They also keep you updated on new features and have a great helpdesk for any questions or support you may need. The AI bot integrated with chat can surface the chats before sending them through to a live agent. Review collected by and hosted on G2.com.

What I dislike most is that an old ticket gets reopened when a user responds. Sometimes this falls through the cracks, and it can affect metrics, especially for support. Review collected by and hosted on G2.com.

What I like best about Zendesk is its ability to centralize customer interactions in one place, making it easier for teams to manage inquiries, track case history, and provide a consistent customer experience. The platform offers strong automation capabilities, customizable workflows, and reporting tools that help improve efficiency and visibility into customer service performance. I also appreciate its flexibility, as it can be adapted to support different business models and customer support processes. Review collected by and hosted on G2.com.

Zendesk's reporting and administrative configuration can be complex, and troubleshooting integration or ticket creation issues is not always intuitive. Improved reporting flexibility and proactive monitoring would make the platform even more effective. Review collected by and hosted on G2.com.

It’s easy to use and very efficient. It also helps new users learn the app quickly, so they can complete every task fast and conveniently. Review collected by and hosted on G2.com.

It’s expensive, and it can feel a bit complicated the first time you use it. You have to spend extra time learning how it works and getting used to it. Review collected by and hosted on G2.com.