What I like most about Zendesk is how flexible it is. You can really customize it around your team's workflow instead of having to change your process to fit the platform. Views, macros, triggers, automations, SLAs, and reporting give you a lot of control over how tickets are managed.

I also like that it can grow with the team. We started with the basic support workflows and were able to build more advanced processes around shipping, escalations, Help Center content, and AI. Having everything in one place makes it much easier to keep track of customer issues and make sure nothing gets missed. Review collected by and hosted on G2.com.

The biggest downside for me is that there is a learning curve, especially when you're setting up more advanced workflows. There are a lot of settings and configuration options, and sometimes it can take a bit of digging to figure out where something needs to be changed.

The AI features are also powerful, but they still need some monitoring and fine tuning. You can't just turn them on and expect everything to work perfectly right away. Overall, though, I think the flexibility is worth the learning curve. Review collected by and hosted on G2.com.

Easy to have everything routed into it. We can manage multiple phone numbers and accounts, and can easily see when customers reach our from a variety of platforms. Review collected by and hosted on G2.com.

Analytics are still pretty clunky. Hard to get valuable reporting. We use tags and skills to document our data and it can be hard to find accurate information for time frames as it typically uses when the ticket was updated or created. We are looking primarily for when the tag was added not when the ticket was made or adjusted. Review collected by and hosted on G2.com.

The variety of native tools available to add efficiency to day-to-day support operations can’t be beat. It’s easy to navigate between features and quickly see where you can make improvements to what you’ve already built out. The agent interface is clean and intuitive, making it straightforward to find what you need and keep work moving. Review collected by and hosted on G2.com.

I’d love for someone to audit my account and make recommendations on how I can better utilize all of the tools. I wish there was a CRM tool as well. Review collected by and hosted on G2.com.

Zendesk brings together all the services we need for customer service on a single platform. It also allows integration with other platforms, and while the existing applications in the Zendesk marketplace don't meet all our requirements, they are still useful. Zendesk also allows us to create our own integration applications with detailed and helpful documentation via APIs. Recently, they've developed AI-powered tools that streamline the work of customer care agents, and we're eager to explore them. Review collected by and hosted on G2.com.

We've been Zendesk customers since 2013, and the issues that I felt needed addressing at the time have now mostly been resolved or addressed.

We would appreciate a slightly more preferential treatment, given our long-standing customer status, and it's difficult to achieve this. Review collected by and hosted on G2.com.

Great customer support software with solid customization options, and it’s easy to use and set up. Review collected by and hosted on G2.com.

Outdated user interfaces and inadequate spam filters. Review collected by and hosted on G2.com.

transcripts and easy guide for usage. tracking tickets is easy and the ability to utilize everything under a single ticket is great. creating tags, intents, and creating content was easy. add users and agents is easy. I can easily reach out to our Zendesk Rep for questions when not capable getting all I need from the help desk. Review collected by and hosted on G2.com.

creating forms is difficult and should be easier to do. would like to have more functions and capabilities within forms. integrating to other platforms is hard to come by without looking into others resources. it takes too long to get full support for complicated issues. Review collected by and hosted on G2.com.

I like Zendesk because it helps me manage and receive tickets while assisting customers, instead of relying only on emails and phone calls. Review collected by and hosted on G2.com.

The only thing I would say I dislike about Zendesk is that, most of the time, if their system goes down, we have to make sure to inform customers. That interruption stops our process for a period of time, and at the time we didn’t have an extra system to fall back on. Review collected by and hosted on G2.com.

I like Zendesk because it’s reliable and pretty straightforward. It’s well-established in the industry, has the core features most teams need, and generally just works without much fuss! Review collected by and hosted on G2.com.

I’d say the downside is that it can feel a bit rigid at times. Some things are harder to customise than you’d expect, and a few parts still feel like older legacy bits bolted on. It does the job, but there are moments where you wish it was a bit more flexible and modern under the hood.

For example, some of the admin settings feel weirdly buried, and things like setting up more complex workflows or automations can be clunky unless you know exactly where everything lives. The reporting side is also quite limited unless you pay for the higher tiers, and sometimes the interface still has that mix of old and new screens that don’t feel consistent. None of it’s deal-breaking, but it does make the platform feel a bit dated in places. Review collected by and hosted on G2.com.

I like that it helps streamline the process of handling customer complaints from various sources. Review collected by and hosted on G2.com.

The rollout of the program was heavily abbreviated due to COVID-19, with no hands-on training as promised. So the original team had to be self-sufficient in learning the system. The program's support is inadequate, and the support team frequently changes. Initially, they make promises, but then they become unresponsive. Although the Help Site contains many articles, it is nearly impossible to find the information you need. The training videos are decent but have several gaps, making the learning curve steep. YouTube is a better option for training than the company's own resources. Fixing obvious problems takes an unreasonable amount of time. I would switch to a different system in a heartbeat if my company allowed me. Review collected by and hosted on G2.com.

Zendesk helped centralize customer support tickets. It also helped keep track of conversations and response history. It was useful for basic email workflows. Review collected by and hosted on G2.com.

The platform felt a bit outdated and less intuitive compared to other CS systems we looked at after Zendesk. Some workflows required too many clicks, and customization/integrations could be frustrating depending on the setup. Review collected by and hosted on G2.com.