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.

The ability to customize macros and user flows has been instrumental in helping us standardize our support processes. The out-of-the-box dashboards have also been very helpful, allowing us to track industry-standard metrics without needing a significant amount of configuration. In addition, we really value the integrations with tools like Asana and Google Chat, since they make it easier for our teams to work across multiple applications smoothly. Review collected by and hosted on G2.com.

The constant sales push for Voice functionality felt disconnected from our actual requirements. Operationally, the inability to edit internal notes is a pain point, it forces our team to add repetitive follow-up notes, severely cluttering our ticket history. 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.

I really like how Zendesk for Customer Service provides a centralized platform to consolidate all the marketplace portal queries in one place. The generative AI service is a favorite of mine because it helps us create multi-level responses based on our knowledge base, addressing customer queries without needing a live agent and prioritizing issues based on severity. I also appreciate the Zendesk Explore feature for reporting purposes, as it offers deep customization with no limits on data analysis. As a manager who has used Zendesk for over 10 years, I can confidently say it has made my work life smoother and more efficient, allowing me to complete hours of work in minutes. The initial setup experience was great, with helpful onboarding support, templates, dashboards, and training which made the process hassle-free. Review collected by and hosted on G2.com.

I have raised it earlier as well with Zendesk support, that their Zendesk Talk feature needs improvement in a few areas to help managers have better visibility. In my opinion Zendesk Talk feature lacks to offer below- It does not show for how long an agent is sitting idle with no calls, Improper calls distribution, as sometimes a few agents get comparatively more calls with no reason provided, No real time monitoring is available for Zendesk Talk agents logged in. Review collected by and hosted on G2.com.

We can navigate through the insights to monitor our customers’ satisfaction, our agents’ activity, and their performance. At the same time, we can also track the average ticket resolution time and call activity. Review collected by and hosted on G2.com.

The call quality is not up to the mark. I have observed the recordings, the quality of sound is not that good while speaking to the customers even after using great quality headphones. I would suggest this needs to be improved. Review collected by and hosted on G2.com.

Being able to reply straight from Outlook and have it land back in the ticket without any extra steps is a big help. The unassigned-ticket alerts also catch anything that might otherwise fall through the cracks when the team is heads down on something else. Review collected by and hosted on G2.com.

Anything that isn’t a direct employee request still has to be routed in manually. Low disk space and mailbox storage warnings come from other monitoring tools, so I end up having to forward those into a ticket myself instead of having them land there automatically. Review collected by and hosted on G2.com.

Zendesk makes it easy for customers to get help, with a simple experience across email, chat, and other channels. For our team, the Omni-channel Agent Workspace brings everything together in one place, making it easier to manage conversations and stay productive throughout the day. The platform is highly configurable, allowing us to tailor triggers and automations to suit our business, while the Quality Assurance feature has been invaluable for coaching and maintaining consistent service standards. It's a platform that continues to grow with us and has become an important part of our support operation. Review collected by and hosted on G2.com.

Every now and then, technical issues can take a little longer to troubleshoot simply because Zendesk offers so much functionality. Product updates could also be grouped into more meaningful regular releases, making it easier for administrators to keep up with new capabilities and confidently plan their adoption. Review collected by and hosted on G2.com.

Zendesk is a ticketing solution, and it does it rather well. It consolidates all the messages of the customers, whether they are emails, chats or social media to a single inbox and so my team does not need to keep moving between the tabs to get the right conversation. It can also be easily visualized using built-in analytics dashboard to show ticket volume, average response time, and customer satisfaction scores. I also enjoy the fact that Zendesk AI is able to propose answers to agents on similar tickets that have been previously dealt with. Review collected by and hosted on G2.com.

The interface is functional, but it does not look the most modern. The design can be considered somewhat old-fashioned compared to the newer tools. It took us almost two weeks to get things in order. It would be good to have improved onboarding of new teams. 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.