Zendesk for Customer Service Reviews & Product Details

Our IT group strives to provide the best possible service to our end users, and that is able to be done by using Zendesk for ticket reporting and tracking. Review collected by and hosted on G2.com.

My only small gripe is with the licensing and a full agent vs light agent. I wish the light agent could do more, but I understand why. Review collected by and hosted on G2.com.

I like how adaptable Zendesk is. With constant change within our teams and processes it's nice to also be able to constantly refine Zendesk to build out our ultimate workflows. We have integrated Zendesk within all of support teams and having one unified dashboard for all of our different groups makes keeping informed simple. Review collected by and hosted on G2.com.

I dislike that Zendesk doesn't have a good way to encrypt a groups documents within Zendesk. We exchange confidential documents within Zendesk and it would be nice to have a secure group within the software. We have to send any confidential document outside of Zendesk and then share to Zendesk to redact. Review collected by and hosted on G2.com.

Zendesk provides a centralized platform to manage student support requests efficiently. The ticketing system helps us track issues, assign them to the right teams, monitor progress, and maintain proper communication until resolution. It improves visibility and helps our team provide a more organized support experience. Review collected by and hosted on G2.com.

While Zendesk is very effective for managing support requests, the platform can feel complex initially for new users. Understanding all available features, settings, and workflows requires some learning time. More simplified onboarding guidance and customization options for specific education support needs would make the experience even better. Review collected by and hosted on G2.com.

We received great support throughout the audit of our instance, with valuable feedback on what could be removed, updated, or merged. This has helped us make the most of the tool while keeping our information accurate, up to date, and relevant. Review collected by and hosted on G2.com.

Over the past year, I’ve had the opportunity to work directly with the specialised support team, and they’ve been consistently great and supportive. Their expertise and willingness to help have made a real difference whenever we needed assistance. Review collected by and hosted on G2.com.

- Agent interface is clear and easy to use

- Robust reporting across hundreds of metrics

- Easy to customize for different business cases; I've used it for both 24/7 global support across 12 languages and as a jumping off point for a small 2-person team.

- Responsive customer support and account management Review collected by and hosted on G2.com.

- Admin learning curve is steep; building filters, business rules, macros, SLAs, conditional triggers etc. can take a long time to implement

- On an enterprise level, requires even deeper knowledge

- Difficult to know when an adding or removing an action in configuration "breaks" an existing part of a workflow Review collected by and hosted on G2.com.

Zendesk is the best choice for organized, scalable, multi-channel customer service with good reporting and automation.

It is ideal for teams that get a lot of support requests from different channels and need a system that can grow with the business. If you want AI-assisted support and structured ticket workflows instead of just an inbox, this is also a good choice.

Centralized ticketing, omnichannel support, automation, and reporting are the best things about Zendesk's customer service. It puts conversations from email, chat, phone, and social media all in one place, which helps teams stay organized and respond faster. Review collected by and hosted on G2.com.

The way the data is shown or how long it takes to refresh might be able to be better.

Also, it takes a long time to sync new chats into the platform, which could be hard for the QA testers at times. Review collected by and hosted on G2.com.

Zendesk allows our team to stay connected with our customers in a very organized and professional manner. The possibilities for alerts and customizable workflows seem endless. Review collected by and hosted on G2.com.

We dont like that we have to pay 12 months for seats. We would like the ability to add and remove seats on a monthly basis. Review collected by and hosted on G2.com.

Zendesk for customer service has provided the most comprehensive end to end solution for all our global needs. It's infinitely scalable, and customizable, making it a valuable tool regardless of the stage your business is in.

Native to Zendesk is every tool you could possibly want, but Zendesk maintains an incredibly user-friendly infrastructure that can plug in with any external vendor you may want to collaborate with.

Overall, what I like best is that if I can dream it up, I can build it in Zendesk - 99% of the time, without the help of a tech or dev team! Review collected by and hosted on G2.com.

Zendesk's pricing can be a little frustrating as many services are ala-carte. In addition, many require a "per agent" fee, regardless of whether the agent will be using that service.

They seem to be re-evaluating this process with new products, but worth a double check of your pricing options before signing. Review collected by and hosted on G2.com.

There's a lot of things that can be done. There are apps for things that are not native, but even with the standard suite, it will get you a good base to work with. There are plenty of options and ways to deal with tickets and a good solid system for a knowledge bank. Review collected by and hosted on G2.com.

Ironically, Zendesk's customer service is not that great. They are slow to respond if you have to deal with a representative in another time zone (and with the size of Zendesk, I shouldn't have to deal with US representatives as a EU company).

Things that are in development can take literally years to be finished if they ever will be. I've had multiple cases of things that just doesn't work very well, and as I google it I see people having the same issues years back and that Zendesk has said "they are working on", and even years later after that, they still haven't finished. This is actually more the norm than exception whenever I run into a problem with the product that feels like there should be a solution for it.

AI development seem to go much quicker though, but even so they are lagging behind a bit and we've opted to use a non-native chatbot solution which is both cheaper and better despite being an external service. Review collected by and hosted on G2.com.

The thing that I like best about Zendesk for Customer Service is that we can really customize Zendesk to the needs of our business and customers. We are a niche product with technically challenging issues that happen to our customers. Being able to customize our offerings to their needs has been really beneficial. Also Zendesk has so many resources and outlets when you get stuck on something, I love that there is usually someone who has asked the same question. Review collected by and hosted on G2.com.

What I dislike about Zendesk for Customer Service is that some of the new features that are coming out are not as user friendly as the older ones. For examples Procedures vs dialogue has been a hurdle to overcome, the CoPilot was not understanding fully our needs. Now that there is manual override that has been helping the process. Review collected by and hosted on G2.com.