Zendesk for Customer Service Reviews & Product Details

I really like the recent updates to their AI and automation features. The suggested macros and automated ticket routing have gotten much smarter, which helps our team resolve basic queries without manual intervention. The workspace layout also feels a bit cleaner, making it easier to manage multiple conversations at once. Review collected by and hosted on G2.com.

While the reporting tools are powerful, the dashboard builder still has a steep learning curve and could be made more intuitive for non-technical users. Additionally, the add-on costs for advanced security and granular permissions can feel restrictive for a growing team on a mid-tier plan. Review collected by and hosted on G2.com.

We can navigate through the insights to monitor our customers’ satisfaction, our agents’ activity, and their performance. At the same time, we can also track the average ticket resolution time and call activity. Review collected by and hosted on G2.com.

The call quality is not up to the mark. I have observed the recordings, the quality of sound is not that good while speaking to the customers even after using great quality headphones. I would suggest this needs to be improved. Review collected by and hosted on G2.com.

What I like most is the ticket organization. It helps our team keep player requests neatly organized, track conversations in one place, and respond quickly and efficiently. Review collected by and hosted on G2.com.

Some of the more advanced features can take a while to set up, and the reporting tools could be more intuitive and easier to navigate. Review collected by and hosted on G2.com.

somewhat ease of integration, the support chatbot that can be trained on customer's data to provide basic answers. the reminder to follow up a ticket after a period of time. easy to integrate into 3rd party tools and website. price is almost the same compared to other major players. Review collected by and hosted on G2.com.

to me the only thing I found difficult was to get help from the documentation, as an example when I was looking to integrate a web form ticket integration into our system I was redirected to so many pages and at the end couldn't find proper answer Review collected by and hosted on G2.com.

Being able to reply straight from Outlook and have it land back in the ticket without any extra steps is a big help. The unassigned-ticket alerts also catch anything that might otherwise fall through the cracks when the team is heads down on something else. Review collected by and hosted on G2.com.

Anything that isn’t a direct employee request still has to be routed in manually. Low disk space and mailbox storage warnings come from other monitoring tools, so I end up having to forward those into a ticket myself instead of having them land there automatically. Review collected by and hosted on G2.com.

The KC guides are robust, and if they KC guides dont have the answer their support is very quick and helpful

The ability to connect with clients/users is incredibly helpful and the ease of use is top notch.

Ticket management is a breeze and tracking issues + customizability is awesome. Review collected by and hosted on G2.com.

New feature releases are not clearly communicated and getting into ZenDesk is quite an undertaking if you are not familiar with the platform Review collected by and hosted on G2.com.

What I like most about Zendesk is the high flexibility and extensibility of the platform. Through APIs, custom apps, triggers, automations, and numerous integrations, Zendesk can be very well adapted to different business processes and requirements.

I also find it particularly positive that support, messaging, reporting, and automation come together on a central platform. Even with more complex setups, administration remains comparatively clear, and many processes can be configured without significant development effort. For more individual requirements, Zendesk also offers very good options for technical expansion. Review collected by and hosted on G2.com.

One disadvantage is that Zendesk can quickly become confusing with more complex requirements. Many functions are distributed across different areas in the Admin Center, making configuration sometimes cumbersome.

Additionally, some advanced features are only available in higher packages or as additional add-ons. Even with complex automations, reporting requirements, or individual integrations, you sometimes reach the limits of the standard functions and need workarounds or custom developments.

The documentation is generally good but could be more detailed and practical for new or more complex features. Review collected by and hosted on G2.com.

Zendesk makes it easy for customers to get help, with a simple experience across email, chat, and other channels. For our team, the Omni-channel Agent Workspace brings everything together in one place, making it easier to manage conversations and stay productive throughout the day. The platform is highly configurable, allowing us to tailor triggers and automations to suit our business, while the Quality Assurance feature has been invaluable for coaching and maintaining consistent service standards. It's a platform that continues to grow with us and has become an important part of our support operation. Review collected by and hosted on G2.com.

Every now and then, technical issues can take a little longer to troubleshoot simply because Zendesk offers so much functionality. Product updates could also be grouped into more meaningful regular releases, making it easier for administrators to keep up with new capabilities and confidently plan their adoption. Review collected by and hosted on G2.com.

What I like best about Zendesk is that it gives us a much clearer, more joined-up view of customer service. We’ve moved away from fragmented shared inboxes and manual processes towards a single platform where we can manage enquiries, route work intelligently, automate repetitive tasks and see what is happening across the service.

The combination of automation, AI, knowledge management, reporting and omnichannel support is particularly valuable. It means we can automate the repeatable while giving our teams more time to focus on the complex or emotional interactions where a human response really matters.

For us, the biggest benefit is the visibility and control it provides. We can see demand, identify bottlenecks, set service standards and use data to continually improve the customer experience rather than simply reacting to whatever lands in an inbox. Review collected by and hosted on G2.com.

The main challenge is that Zendesk is a powerful platform, so there can be a fairly steep learning curve when you're first getting started. There are lots of configuration options, which is a strength, but it can also make it difficult to know the best way to structure workflows, views, automations and reporting for your particular organisation.

We've also found that getting the most value from the platform requires some upfront thought and ongoing optimisation. It isn't simply a case of switching it on and expecting everything to work perfectly out of the box. That said, the flexibility is ultimately useful once you understand how you want to use the platform. Review collected by and hosted on G2.com.

Zendesk is a ticketing solution, and it does it rather well. It consolidates all the messages of the customers, whether they are emails, chats or social media to a single inbox and so my team does not need to keep moving between the tabs to get the right conversation. It can also be easily visualized using built-in analytics dashboard to show ticket volume, average response time, and customer satisfaction scores. I also enjoy the fact that Zendesk AI is able to propose answers to agents on similar tickets that have been previously dealt with. Review collected by and hosted on G2.com.

The interface is functional, but it does not look the most modern. The design can be considered somewhat old-fashioned compared to the newer tools. It took us almost two weeks to get things in order. It would be good to have improved onboarding of new teams. Review collected by and hosted on G2.com.