SN
Sithembiso N.
Support Technician
Small-Business (50 or fewer emp.)
"User friendly Ticketing system"
4.5/5
What do you like best about Zendesk for Customer Service?

Is is user friendly with AI for integrating multi-channel support.

It take like 45 hours to implement. It has great customer support and users happy to use it 100% of the time. It has a lot of interesting features to use. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

That some applicationa are not on market place you then need to develop by yourself for integrations. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Customer Service
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Hey Sithembiso! Thanks for your feedback!

We're happy to hear that you can resolve tickets/concerns faster with Zendesk!

We'll be happy to help you add more integrations to your Zendesk platform!

Feel free to reach out to us at https://www.zendesk.com/contact/ if you need any assistance or more info on integrations!

Lauren P.
LP
Lauren P.
Customer Experience Manager
Small-Business (50 or fewer emp.)
"Wealth of capabilities = more money"
4/5
What do you like best about Zendesk for Customer Service?

Zendesk is the best customer support platform I have found for UX for agents. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

So many capabilities, but need more education around how to use our suite to the full potential. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Customer Service
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Hey Lauren! Thanks for taking the time to leave a review!

We're so happy to hear that Zendesk is the best platform for your agents!

If you need assistance regarding anything Zendesk, feel free to reach out to us via this link: https://zdsk.co/zdhelp

Thank you for your support and we look forward to making your experience with us even better!

Verified User in Retail
AR
Verified User in Retail
Mid-Market (51-1000 emp.)
"Overall a good tool"
4/5
What do you like best about Zendesk for Customer Service?

Zendesk has customizable and scalable solutions that any business could take advantage of. It's growing AI support will be a game changer in the coming future. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Integral plans/features are locked behind a pay walls. Better pricing options should be made available.

Zendesk UI needs to be updated for agent use. Review collected by and hosted on G2.com.

Verified User in Retail
AR
Verified User in Retail
Small-Business (50 or fewer emp.)
"Overall good experience"
4/5
What do you like best about Zendesk for Customer Service?

Ticket management, organization, several features and easily integrated with different apps Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

It's not user-friendly for reporting or knowledge hub creation Review collected by and hosted on G2.com.

Verified User in Retail
AR
Verified User in Retail
Mid-Market (51-1000 emp.)
"Review for Support"
3.5/5
What do you like best about Zendesk for Customer Service?

Updated features, and items that are coming out soon. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Wish there was more ways to customize how things look. Also, easier reporting. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Customer Service
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Hi there, thanks for writing this feedback—we appreciate your time in sharing your thoughts and experiences. Our team is here to help if you still have questions or need clarification about customization. Feel free to reach out to us via our in-product widget: https://zdsk.co/zdhelp

Kat K.
KK
Kat K.
Team Lead
Mid-Market (51-1000 emp.)
"It's got it all!"
5/5
What do you like best about Zendesk for Customer Service?

I like that it offers all different kinds of features and apps you can implement into the desk so everything is all in the same place Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Pricing for additional services and 2 way communication when it comes to SMS/text messaging Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Customer Service
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We're glad you appreciate the wide range of features and applications available within our unified system, Kat! Your feedback is important to us, and it helps our team always to seek out new solutions and enhancements to our services. We'll take this as feedback. Thank you for your ongoing support of Zendesk; it truly means a lot to us!

Verified User in Retail
AR
Verified User in Retail
Small-Business (50 or fewer emp.)
"Zendesk Pros and Cons"
2.5/5
What do you like best about Zendesk for Customer Service?

There are a lot of integrations and systems that work with Zendesk so we can kind of hodge podge everything together to be how we want. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Zendesk is so siloed that nobody knows what is going on or how to help. Review collected by and hosted on G2.com.

Malcolm Linton .
M
Malcolm Linton .
Contact Center Manager
Mid-Market (51-1000 emp.)
"Zendesk"
5/5
What do you like best about Zendesk for Customer Service?

It allows user to complete multiple tasks and is very user friendly Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Needs faster updates, as this will ensure they keep up with competition. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Customer Service
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Hey Malcolm! Thanks for this 5-star review!

We appreciate your support and we look forward to making your experience with us even better!

osadebamwen e.
OE
osadebamwen e.
Business Data Analyst
Enterprise (> 1000 emp.)
Guest users or non-business users of the software, not included in G2 scores.
"An amazing customer support platform"
5/5
What do you like best about Zendesk for Customer Service?

The way it manages customers queries across diverse channels (Email, live chat, phone and social media), streamlining communication and improving agent efficiency. The automations to fit specific needs. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

The pricing especially for large team can be pretty expensive and the extensive features are not intuitive enough hence requiring some training for agents and administrators. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Customer Service
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Hey Osadebamwen! Thanks for leaving this amazing review! We're happy to hear that Zendesk caters to what your company needs.

Your feedback means a lot to us, and we want to invite you to our Community Forum where your thoughts, ideas, and suggestions can help us make your experience with us even better: https://support.zendesk.com/hc/en-us/community/topics

If you ever need any assistance with anything Zendesk, feel free to out to us via our messaging app: https://zdsk.co/zdhelp

LB
Lauren B.
Operations Manager
Small-Business (50 or fewer emp.)
"Customer Service Made Easy"
0.5/5
What do you like best about Zendesk for Customer Service?

Managing customer requesting and reviewing historical inquiries is made easy. The platform functions well and really helps keep our Customer Service Organized. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

We have been a Zendesk customer for 10 years however extremely poor communication regarding chages to subscription and service offerings and pricing changes along with abismil Customer Service themselves has caused me to seriously reconsider this platform as a viable option for us going forward. I unfortunately cannot recommend this platform until their own Customer Service issues are addressed. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Customer Service
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Hey Lauren! Thanks for taking the time to leave an honest review!

We'd like to know more about the customer service issues you've mentioned. Kindly send us any open ticket numbers you have with our team in the comments below or send us a message via our social media platforms so we can check it out. We apologize for any inconveniences we've caused.

If you have additional feedback, please feel free to share them with us: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk