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.

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.

What I like most about Zendesk is its unified workspace for managing customer support across multiple channels. It brings email, live chat, social media, phone, and messaging into a single interface, making it much easier to track conversations and deliver consistent support. Omnichannel support that centralizes customer interactions in one place. Powerful ticket management with automation, routing, and SLA tracking. AI-powered features for automating responses and assisting support agents. Comprehensive reporting and analytics to monitor team performance and customer satisfaction. Extensive integrations with CRM systems and third-party business applications. For me, the most valuable feature is the automation engine. Automated ticket routing, triggers, and macros reduce repetitive work, helping support teams respond faster and maintain consistent service quality. The biggest benefit is improved customer support efficiency. Zendesk streamlines ticket management, reduces manual effort, and enables teams to resolve customer issues more quickly while providing a better overall support experience. Review collected by and hosted on G2.com.

The biggest drawback is the complexity of initial setup. While Zendesk is highly customizable, configuring workflows, ticket routing, and automations to match business processes takes time and careful planning. The platform has a steep learning curve because of its extensive configuration and automation options. Pricing can become expensive as you add advanced features, AI capabilities, and additional agents. Review collected by and hosted on G2.com.

I like that Zendesk gives us one place to manage everything when it comes to customer interactions, processes, and support work. It has a lot of integrations and works well for our team, which makes it easy to fit into how we already operate. We created multiple tools that connect through Zendesk, like Sharepoint, Azure DevOps and more.

It's also trust worthy and rarely goes down.

I also like their Early Access Programs. It’s nice being able to see what’s coming, try things out early, and decide if we want to use new features before they’re fully rolled out. Review collected by and hosted on G2.com.

Zendesk Talk is the area where I see the most opportunity for improvement. While it provides the basic functionality needed for an integrated phone system, it is not as advanced or feature-rich as some other tools available in the market. Review collected by and hosted on G2.com.

ZenDesk is easy to use and the support at all levels is fantastic. We have people who understand our business and want to see us be successful. It is an easy to use platform with options like crazy and they just keep adding them. I am confident in my ability to make changes to the backend and if I cannot figure it out there is always someone there to help. It is an all in one system that means I can focus on my customers and doing business. Review collected by and hosted on G2.com.

I dislike that everything is an add-on. You have to purchase everything individually and it can get quite pricy. There are items like real-time reporting that should be included from the get-go but you have to pay to add it one. It feels like they just want to sell you another product rather than putting together plans that make sense for businesses. Some of the rules around SLAs and automation/triggers can be difficult to work with and many require doing odd things to make them work. Review collected by and hosted on G2.com.

What I like most about Zendesk is that it makes it easy to keep track of customer issues and conversations in one place. It saves time, keeps things organized, and helps our team respond to customers more quickly. Review collected by and hosted on G2.com.

I haven't experienced any major issues with Zendesk. With regular use, it becomes easier to navigate, but a simpler interface for some workflows could make the experience even better. Review collected by and hosted on G2.com.

What I like most about Zendesk for Customer Service is how organized and efficient it makes our customer support operations. The ticketing system is intuitive and easy to manage, and it helps our team respond to players quickly across multiple channels. I also appreciate the automation tools, macros, and analytics features, which save time and help improve the overall quality of our responses. The interface feels clean and reliable, and it scales well for both small teams and larger support environments. Review collected by and hosted on G2.com.

One downside of Zendesk for Customer Service is that some of its more advanced customization and automation features can feel complicated for newer users and may require additional setup time. Some integrations and premium capabilities are also locked behind higher-tier plans, which can get expensive as teams scale. On top of that, the interface can occasionally feel overwhelming when you’re managing a large volume of tickets or multiple workflows at the same time. Review collected by and hosted on G2.com.

What I like most about Zendesk for Customer Service is how streamlined and organized it makes customer support operations. The ticketing system feels intuitive, so it’s easy to track, prioritize, and resolve customer inquiries efficiently. I also appreciate the automation features, macros, and integrations, which help reduce response times and improve overall workflow productivity. From an employee perspective, Zendesk offers a clean interface that helps teams collaborate effectively while still maintaining a high standard of customer experience. Review collected by and hosted on G2.com.

One downside of Zendesk for Customer Service is that some of the more advanced customization and reporting features can feel overly complex, or they may require extra setup time before you can fully optimize them. Some workflows can also end up relying heavily on third-party integrations, which may occasionally lead to inconsistencies between systems. On top of that, the interface can start to feel overwhelming when you’re managing a large volume of tickets or trying to work across multiple dashboards at the same time. Review collected by and hosted on G2.com.

Zendesk Support Suite offers a seamless and intuitive interface that makes managing customer queries incredibly efficient. I especially appreciate its powerful automation features, customizable ticket workflows, and multi-channel support, which help streamline communication across email, chat, and social media. The integration with other tools and detailed reporting also make it easy to track performance and improve customer satisfaction. Review collected by and hosted on G2.com.

While Zendesk Support Suite is powerful, it can feel overwhelming for new users due to its complex setup and wide range of features. Some customization options require technical expertise, and the pricing can be a bit high for smaller teams. Additionally, response times from support can vary, especially during peak hours Review collected by and hosted on G2.com.

The most helpful aspect of Zendesk for internal customer service is its ability to centralize support requests and streamline case management on a single platform. It allows internal teams to submit, track, prioritize, and resolve tickets efficiently, improving visibility and accountability across departments.

From a UI/UX perspective, Zendesk is intuitive and easy to navigate, with a clean dashboard that helps agents quickly view ticket status, urgency, and assigned tasks. The interface is designed to reduce complexity, making it easier for teams to manage high volumes of requests without losing track of details. Review collected by and hosted on G2.com.

The least helpful aspect of Zendesk for internal customer service is that while it is powerful, it can become overly complex, expensive, and less efficient as teams scale. From an integration perspective, it supports many third-party tools, but setting them up and maintaining them often requires technical expertise, and some integrations come with additional costs or compatibility issues, which can slow implementation. In terms of performance, users sometimes experience slower load times and system lag when ticket volumes grow or when running complex reports, which can impact agent productivity and response speed. For support, there are frequent complaints that response times can be slow on lower-tier plans, and resolving complex issues often requires escalation, which can be frustrating for internal teams that need fast resolution.

Regarding AI, while Zendesk offers automation and AI features, they are often paid add-ons and may feel limited or not fully accurate for more complex internal workflows, requiring additional tuning and configuration to be effective. Review collected by and hosted on G2.com.