- Agent interface is clear and easy to use

- Robust reporting across hundreds of metrics

- Easy to customize for different business cases; I've used it for both 24/7 global support across 12 languages and as a jumping off point for a small 2-person team.

- Responsive customer support and account management Review collected by and hosted on G2.com.

- Admin learning curve is steep; building filters, business rules, macros, SLAs, conditional triggers etc. can take a long time to implement

- On an enterprise level, requires even deeper knowledge

- Difficult to know when an adding or removing an action in configuration "breaks" an existing part of a workflow Review collected by and hosted on G2.com.

Zendesk is the best choice for organized, scalable, multi-channel customer service with good reporting and automation.

It is ideal for teams that get a lot of support requests from different channels and need a system that can grow with the business. If you want AI-assisted support and structured ticket workflows instead of just an inbox, this is also a good choice.

Centralized ticketing, omnichannel support, automation, and reporting are the best things about Zendesk's customer service. It puts conversations from email, chat, phone, and social media all in one place, which helps teams stay organized and respond faster. Review collected by and hosted on G2.com.

The way the data is shown or how long it takes to refresh might be able to be better.

Also, it takes a long time to sync new chats into the platform, which could be hard for the QA testers at times. Review collected by and hosted on G2.com.

Zendesk for customer service has provided the most comprehensive end to end solution for all our global needs. It's infinitely scalable, and customizable, making it a valuable tool regardless of the stage your business is in.

Native to Zendesk is every tool you could possibly want, but Zendesk maintains an incredibly user-friendly infrastructure that can plug in with any external vendor you may want to collaborate with.

Overall, what I like best is that if I can dream it up, I can build it in Zendesk - 99% of the time, without the help of a tech or dev team! Review collected by and hosted on G2.com.

Zendesk's pricing can be a little frustrating as many services are ala-carte. In addition, many require a "per agent" fee, regardless of whether the agent will be using that service.

They seem to be re-evaluating this process with new products, but worth a double check of your pricing options before signing. Review collected by and hosted on G2.com.

There's a lot of things that can be done. There are apps for things that are not native, but even with the standard suite, it will get you a good base to work with. There are plenty of options and ways to deal with tickets and a good solid system for a knowledge bank. Review collected by and hosted on G2.com.

Ironically, Zendesk's customer service is not that great. They are slow to respond if you have to deal with a representative in another time zone (and with the size of Zendesk, I shouldn't have to deal with US representatives as a EU company).

Things that are in development can take literally years to be finished if they ever will be. I've had multiple cases of things that just doesn't work very well, and as I google it I see people having the same issues years back and that Zendesk has said "they are working on", and even years later after that, they still haven't finished. This is actually more the norm than exception whenever I run into a problem with the product that feels like there should be a solution for it.

AI development seem to go much quicker though, but even so they are lagging behind a bit and we've opted to use a non-native chatbot solution which is both cheaper and better despite being an external service. Review collected by and hosted on G2.com.

The thing that I like best about Zendesk for Customer Service is that we can really customize Zendesk to the needs of our business and customers. We are a niche product with technically challenging issues that happen to our customers. Being able to customize our offerings to their needs has been really beneficial. Also Zendesk has so many resources and outlets when you get stuck on something, I love that there is usually someone who has asked the same question. Review collected by and hosted on G2.com.

What I dislike about Zendesk for Customer Service is that some of the new features that are coming out are not as user friendly as the older ones. For examples Procedures vs dialogue has been a hurdle to overcome, the CoPilot was not understanding fully our needs. Now that there is manual override that has been helping the process. Review collected by and hosted on G2.com.

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.

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.

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.

It makes it easy to manage, prioritize, and track customer requests across multiple channels like email, chat. I also really like the automation features, such as triggers, macros, and SLAs, which help streamline repetitive tasks and ensure timely responses. Another big advantage is the flexibility and customization. You can tailor views, forms, and workflows to match your support structure. Lastly, the reporting and analytics tools provide valuable insights into team performance. Review collected by and hosted on G2.com.

Troubleshooting automations (like triggers or routing issues) isn’t always straightforward, especially when multiple rules interact with each other, making it harder to quickly identify the root cause of a problem. Review collected by and hosted on G2.com.