Zendesk for Customer Service Reviews & Product Details

Zendesk is very strong when it comes to organizing support operations, building triggers, managing views, and handling different support channels in one place. It gives us a lot of flexibility to route tickets, separate agent work from automation, and adapt workflows as our operation changes. It is especially useful when you need to manage email, chat, WhatsApp, and bot-assisted support in a structured way. Review collected by and hosted on G2.com.

The main downside is that some configurations are much more complex than they should be, especially in reporting and analytics. Metrics can be difficult to set up correctly when bots, automations, and human agents all interact in the same ticket. Explore is powerful, but it is not always intuitive, and small changes in formulas, channel naming, or field setup can break a report. Some admin tasks also feel too manual and time-consuming for teams that need to move fast. More API management options, mostly for AI management will help a lot Review collected by and hosted on G2.com.

They can automatically be filtered by topic/client, which saves manual sorting/searching for the emails certain teams can do. Can easily breakdown the reports to see how many emails we have received and how many emails each agent has sent. Automatically chase people who have not replied to our emails. Review collected by and hosted on G2.com.

Sometimes the triggers aren't enough to catch everything we need. It's hard to add hundreds of different phrases/words to catch all the complaints as the type of emails we receive in our debt collection setting, one sentence can contradict another and they miss-filter. Whilst they can be unhappy about a certain thing, its not neccassarily a complaint and more gets picked as complaints than it should, but its better to double check the complaints than miss any. Review collected by and hosted on G2.com.

Works seamlessly with Shopify, allows us to complete actions like refunds directly in Zendesk, we can view and open their Shopify account directly from Zendesk. It also has fast and easy to use macros and shortcuts. There are never any connection or technical issues. Review collected by and hosted on G2.com.

At the moment we need Zendesk refresher to make sure email tickets show as soon as they are submitted. Review collected by and hosted on G2.com.

The ticketing is solid. Routing, macros, SLAs, the agent workspace all work well and setup is quick. If you just need a help desk, it does the job. Review collected by and hosted on G2.com.

Zendesk pitched itself as a full customer experience platform, and it isn't one. They shut down Sell, their sales/CRM product, which says a lot about where they're headed: support only, backing away from anything bigger. Not great if you signed up expecting more.

The CRM side was never strong to begin with. Next to HubSpot or Salesforce it feels like a support tool with some CRM fields tacked on, not something built for sales work. If you need support and sales together, this isn't it.

AI and the knowledge base lag the market too. Review collected by and hosted on G2.com.

I am so grateful for the ability to sync the Zendesk platform with Vetspire, which I also use, and it allows my chats and notes to be automatically implemented into the patient's chart. It saves time, and allows me to help more Clients that way. Review collected by and hosted on G2.com.

At this time, I don't have anything. The option to search for older tickets is something I've discovered by searching keywords that let me find all associated tickets, and then I can just sort them by date. Review collected by and hosted on G2.com.

The platform UI is easy to navigate. Training new agents on how to use Zendesk is always extremely easy. The keyboard shortcuts make responding to customer tickets fast and efficient. Zendesk Knowledge is also a fantastic platform for building and maintaining a self-service option for customers to find their own answers. We paired the Zendesk Knowledge Help Center we built with a widget that we embedded right into our website and it reduced the number of support tickets we received. Review collected by and hosted on G2.com.

The AI tools feel clunky at the moment, all of the Zendesk AI tools we've tried at our organization have not lived up to our expectations after reading Zendesk's documentation. Review collected by and hosted on G2.com.

The macros and ticket automations keep getting better - our team handles repeat questions in seconds now, and the reporting views make it easy to spot backlog before it piles up. Review collected by and hosted on G2.com.

Building anything custom still takes developer help. A true no-code flow builder for triggers and routing would make a big difference for small teams. Review collected by and hosted on G2.com.

We’ve been using Zendesk to manage our customer service, and overall it’s been a great tool for keeping everything organized. It gives our team a single, central place to handle customer inquiries, track conversations, assign tickets, and make sure nothing slips through the cracks.

One of the biggest benefits is being able to see a complete history of each customer’s interactions all in one place. The automation and ticket management features also help us respond more efficiently and stay on top of a high volume of requests without losing context.

That said, there’s definitely a learning curve, especially given the number of features and customization options available. Once everything is set up properly, though, Zendesk makes day-to-day customer service management much easier. It’s helped us build a more organized and consistent support process, and I’d recommend it to businesses looking for a robust customer service platform. Review collected by and hosted on G2.com.

It does not play nicely at all with other ticketing systems. Other systems insert the ticket id into the subject but zendesk does not allow this which results in new tickets being created on the other side for every message sent. Major issue if dealing with other businesses. They need to handle this properly or we might need to switch platforms inspite of everything else Review collected by and hosted on G2.com.

We’ve been using Zendesk for user support for a couple years now. It’s been a good platform for managing our users and their support needs. The ticketing system is reliable and helps keep everything organised, especially when handling a high volume of tickets. The interface is fairly intuitive. We find the macros to be really helpful for improving response times and simplifying our responses, since we tend to say the same thing a lot. There is a bit of a learning curve when setting everything up but once we got set up we've found it easy to use and maintain. We also use the knowledge base option to write help articles and have a help centre so that when our users have the same questions over and over we can direct them there for self-help. Review collected by and hosted on G2.com.

The different price tiers can be frustrating. As is the fact that we have to pay for more than one login, even though we already pay for the service. There should be unlimited users with a paid service. Review collected by and hosted on G2.com.

Zendesk is a robust, full-featured platform that ties in knowledge base, agents, ticketing and other tools. My org relies on ZD for solving customer tickets and tracking close rates and times. Review collected by and hosted on G2.com.

It's very expensive. Would be A++ if it's cheaper but as you add tools i'm paying a ton for ZD. Is the value there? perhaps - but it's right at the edge for me vs. another alternative, Review collected by and hosted on G2.com.