I think the basic functions of the customer support tool are really intuitive. I've been using it for years with other companies. I feel like the setup process is actually pretty easy and intuitive, having set it up twice now for two different companies. I also appreciate utilizing the macros and reporting tools, which are probably the most common features I use as the customer experience manager. It integrates well with Shopify, which allows us to access customer order details quickly. Our agents use all of the other support features directly on a daily basis. Review collected by and hosted on G2.com.

I think Zendesk is adding a lot of new features, especially with all of the AI integrations and their copilot. I think that the way that they are set up is a little burdensome to actually onboard. Review collected by and hosted on G2.com.

I find Zendesk for Customer Service to be user-friendly and efficient, especially when it comes to ticket management. It makes it easy to track customer issues, prioritize requests, and collaborate with team members. The reporting and automation features are a big plus, as they help save time and improve response times, leading to a better customer experience. The reporting features provide clear visibility into support performance, helping us make better decisions, while the automation features reduce manual work and improve efficiency. Additionally, I appreciate how the platform scaled well for our support team as the business grew, allowing us to manage customer inquiries efficiently. Review collected by and hosted on G2.com.

While Zendesk is a powerful platform, some advanced features can be complex to set up and may require additional training for new users. The pricing can also become expensive as more users and add-ons are added. I would also like to see more flexibility in customization and simpler configuration options for certain workflows and reports. Review collected by and hosted on G2.com.

I like how Zendesk for Customer Service serves as a centralized omni-channel customer support ecosystem for us, integrating core third-party applications like Jira and Salesforce seamlessly. The sheer flexibility of its automation engine and customizable reporting capabilities stand out for me. The Business Rules Engine with its setup of Triggers and Automations gives us total control over the ticket lifecycle, allowing precise, event-driven rules for automating repetitive tasks, and managing operations smoothly during traffic spikes. The customizable reporting tools in Zendesk Explore are incredibly robust, enabling us to write custom metrics and attributes to analyze team behaviors and bottlenecks. The platform's extensible architecture is like a blank canvas, allowing us to customize the look and feel of the Guide Help Center, set up webhooks, and deploy dynamic messaging paths. Moreover, the granular access control and security are highly reliable, with its robust user access structure ensuring data compliance across teams. The App Marketplace Framework allows easy integration with third-party tools like Jira without any performance drops, and the conditional ticket fields enhance data integrity. The clean and intuitive interface makes the initial setup highly accessible and guided well, even as enterprises scale up by building advanced trigger hierarchies and exploring custom metrics. Overall, Zendesk is the gold standard for handling massive ticket surges and integrating into modern tech stacks. Review collected by and hosted on G2.com.

While Zendesk is incredibly powerful, there are a few architectural limitations that could be improved to make life easier for administrators: Zendesk Explore Data Latency: The 60-minute replication delay between live operational ticketing and historical reporting databases can be restrictive. During major, high-stakes incidents or high-volume ticket surges, support leadership requires real-time analytical visibility to reallocate agents immediately. Having to wait up to an hour for accurate trend reports forces us to rely on external streaming data logic. API Rate Limiting Restrictions: The strict native API call limits can lead to data bottlenecks when managing bidirectional data flows with other massive corporate systems. Encountering HTTP 429 error codes requires extensive backend engineering workarounds—such as implementing custom exponential backoff logic and formatting bulk update endpoints—just to handle high-frequency user synchronization safely. Sandbox Environment Mirroring Limitations: The configuration sync between production environments and sandboxes could be more seamless. When testing advanced business rules, triggers, or marketplace app deployments, moving those assets into production often requires manual rebuilds or third-party tools. A native, one-click environment migration utility would save a significant amount of engineering time. Review collected by and hosted on G2.com.

I do think the AI has helped a lot! That has increased across many platforms and it has reduced a lot of time for our team. Review collected by and hosted on G2.com.

It could always be better. We appreciate direct communication and representative check-ins on a regular basis. I do think the industry standard has changed across the board. Review collected by and hosted on G2.com.

The interface is better than most but the ability to customize or understand what is available is largely shielded in the company FAQs. Review collected by and hosted on G2.com.

No support in customizing Explore reports, ticket forms or getting basic feedback on when updates to Agent Workspace could be expected. I have given the same feedback for over 3 years and have continued to receive feedback from other ZD customers about the same issues I have reported with no acknowledgment from ZD. Review collected by and hosted on G2.com.

Zendesk continues to improve its usability and workflow automation. The interface remains clean and intuitive, making it easy for new team members to get up to speed quickly. I also appreciate the ticket organization, macros, and reporting features that help teams manage high ticket volumes more efficiently. Review collected by and hosted on G2.com.

While Zendesk is a powerful platform, there are still some limitations around customization—particularly with ticket forms, workflows, and user roles. Greater flexibility in these areas would make it easier for teams to tailor the system to their specific operational needs. Review collected by and hosted on G2.com.

As the number of customer enquiries rises, and given our own high standards regarding the quality of responses, level of detail and speed, the demands placed on staff are also increasing. Growing cost pressures and demographic trends mean that these demands must be met either with the same number of staff or with fewer. AI agents offer the ideal solutions and opportunities for this task. In this respect, Zendesk is definitely keeping up with the times and leading the way. Review collected by and hosted on G2.com.

The increasingly complex names for Copilot products and their added value or use do not make it easy for administrators and decision-makers. There should be more transparency and support in this area. Review collected by and hosted on G2.com.

It makes it easy to manage customer conversations across multiple channels in one place. The automation features (triggers, macros, workflows) are a huge time-saver and help streamline repetitive tasks.

I also like the flexibility of integrations with other tools like CRMs and Slack, which makes it easy to fit into existing workflows.

The ticketing system is extremely reliable, making it easy to manage customer conversations across multiple channels in one place. Review collected by and hosted on G2.com.

Reporting is powerful, but setting up custom reports can also be a bit tricky.

Some parts of the admin setup and customisation can feel complex and not very intuitive, requiring time to learn or reach out to technical support. Review collected by and hosted on G2.com.

Zendesk helps organize our support team and track tickets, in a safe and secure way. Review collected by and hosted on G2.com.

Sadly, Im finding that Zendesk is pushing users to more AI, which our company is against, so the more they force it on users, the les we use Zendesk. Not only are we trying to avoid AI, I often find that many of the "cool new features" are either only available to Enterprise customers (the HIGHEST paid plan), or they just don't pertain to our small team. That or they are AI-based features, which, again, we won't use, nor do we want to get charged for them the way that Zendesk is charging for each use of an AI response, whether it helps or not. So sadly, while we'll continue to Zendesk, as there aren't many great alternatives, an who wants to go through the pain of making that massive change, I am no longer joining their online events on their big event of the year, Relate, since its all related to AI... so they are slowly loosing us. Review collected by and hosted on G2.com.

The latest evolution of Zendesk’s AI Agents is a total game-changer, primarily because the bot has moved away from rigid, "if-this-then-that" scripts to a more fluid, Generative AI model. What I find most impressive is how deeply customizable the personality is; you can now toggle between professional or casual tones or even provide a custom persona description to ensure the bot sounds exactly like your brand. Review collected by and hosted on G2.com.

While the new features are great, the subscription experience for long-term users is frustrating. I’m currently on a grandfathered plan, and Zendesk makes it increasingly difficult to manage. They’ve essentially built a "paywall" around their latest innovations; many of the new AI add-ons aren't compatible with legacy tiers, which feels like a tactic to force an upgrade to their much more expensive Suite packages. It’s disappointing that staying loyal to the platform means being locked out of modern tools unless you're willing to accept a significant price hike and a total plan migration. Review collected by and hosted on G2.com.