I really love the way that Zendesk has nearly endless possibilities with features, customization, and streamlined functions. The help center they have for their own product is incredible and allows users to really get into the details and helpful ways they can use Zendesk for their business. We really love that the text and email options for our customers are so interchangeable for the enriched and plain text options when building Macros and Triggers. I really love the fact that there is always room to continue to build out the customer experience with other features like the help center, chat, and more. Review collected by and hosted on G2.com.

We wish that more features and options were built into the SMS channel because a lot of our customers are using it. Review collected by and hosted on G2.com.

I appreciate how Zendesk for Customer Service allows me to keep better knowledge of what's happening with my tickets, chats, and emails. It really helps me with keeping track of my tickets and understanding the reasons for customer reach outs. One of the things I like most is that I don't have to do additional research, especially when not all departments use notes consistently; I'm always able to find tickets and reasons for the reach outs. The training offered was nice, allowing me to learn a lot through reading articles, which made it easier for me to teach my team. Review collected by and hosted on G2.com.

The AI could do more. Most tickets still have to be escalated to human agents because we deal with third parties. We haven't been able to connect Zendesk to Netsuite or our web browser; we had to get outsourced help just to connect to Netsuite. Review collected by and hosted on G2.com.

We use Zendesk for Customer Service in a different way than the most typical usage -- to create, organize, and publish tutorials/guides for customers and internal users to easily find to optimize the value they get out of our client technology platform. We are very responsive to customer needs and questions, and also don't have "agents" standing by, so enabling customers and employees to easily access this as an online help center is valuable. I can easily create more content, organize and tag content, and show users how easy it is to access answers to their questions.

And it's also easy for users to submit a request if they do need personal assistance. Review collected by and hosted on G2.com.

It is designed more around agent functionality than a help center, so it took some time to have Zendesk folks understand our use case and help us accordingly, which was very frustrating. Also, being able to create anchor links within articles is not at all intuitive and your own help center didn't explain it adequately. Review collected by and hosted on G2.com.

Zendesk has a very good UI that’s easy to use and intuitive for agents. It feels streamlined, especially compared to Salesforce, which can be overwhelming with its many features and multiple layers of administration and permissions.

Zendesk also has a great team of experts and is very helpful with their own customers in helping deliver solutions.

From a troubleshooting perspective it is also helpful to see the event logs in tickets, and is so simple and clear to follow that even non-admins can do their own initial review of what's happening on the backend of the ticket. Review collected by and hosted on G2.com.

Zendesk sometimes pushes forward with products and features that feel half-baked. That said, they do continue to improve over time, and with a bit of patience those gaps generally work themselves out. Review collected by and hosted on G2.com.

The system is robust and offers multiple ways to provide support, which makes it flexible for different needs and situations. We especially like the new AI implementation that helps us build out third party integrations, improving response performance. Review collected by and hosted on G2.com.

It can be challenging to understand how the many different features and functions fit together to form a fully realized support structure for users, especially when changes to UI are introduced so frequently. Review collected by and hosted on G2.com.

We use Zendesk to consolidate inbound calls, SMS and WhatsApp into a single agent interface, which has been the standout value for us. Staff no longer toggle between separate apps to respond to parents and guardians, and we get a unified audit trail across channels in one ticket view. Reporting on response times and channel volume is straightforward to pull, the WhatsApp Business integration was reliable to set up, and routing rules are flexible enough to handle our team structure without heavy custom work. For a small ops team needing one inbox across phone, text and chat, it does what we need consistently. Review collected by and hosted on G2.com.

Honest take: the platform works well but isn't groundbreaking. The UI feels conventional rather than modern, and several workflows take more clicks than they should. Native AI/automation features feel bolted on compared to newer entrants in the space, and pricing scales steeply once you want the more useful add-ons (advanced routing, AI, premium voice). The learning curve for admins is heavier than the end-user experience suggests, and some configuration that should be no-code still requires support tickets or careful trial-and-error. Reliable, but you're paying for the brand and ecosystem more than for category-leading innovation. Review collected by and hosted on G2.com.

Zendesk lets you engage with customers in a number of ways, whether you embed Zendesk’s web widget on your own website or use their Help Center directly. Its extensive APIs also make it easy to connect external channels like Telegram, WhatsApp, and other platforms, so you can respond to users from multiple sources in one place. Triggers and automations provide strong customization for how tickets are assigned and resolved. The weekly platform updates are another reason it stands out, since you can clearly see ongoing work and improvements being made. Review collected by and hosted on G2.com.

While the platform stays up to date with trends and major updates, some user requests are put on hold for far too long and end up unanswered. A few examples are removing satisfaction ratings, adding a delay to sent emails with an undo option, and enabling the ability to send emails to a user’s secondary email address (which is currently used only for identification purposes). Recently, after four years of requesting it, PDF preview was finally announced and rolled out; previously, all PDF files were downloaded directly.

My biggest concern is how difficult it is to support the same customers across multiple brands. Zendesk does not allow the same email address to be registered under separate brands (since a brand is not treated as a type of authentication). This creates issues when customers try to contact you using the same email across multiple brands. There are workarounds, but for a multi-brand setup this remains a major pain point. Review collected by and hosted on G2.com.

After some time with all that there are some issues that it comes to Automation and it seems to be pretty random in some of the cases and I did not found any tutorials on their website to see what's going on that's why we decided to move to HubSpot Review collected by and hosted on G2.com.

We did not find a way to solve the previous issue, also found out that the ticket statuses are having delays when we change them manually. Sometimes when we close a ticket the left panel still shows that it is open Review collected by and hosted on G2.com.

Zendesk is highly customerizable and scalable. With Triggers and automations you can tailor it to your individual brand and drive efficiency.

The UX is clear and easy to use - most people can learn to operate at a junior admin level with little to no training.

It's got a whole marketplace of integrations allowing you to integrate your existing techstack, out of the box. Review collected by and hosted on G2.com.

The support can vary quite significantly based on the size of your business. Often find that if you do not pay for their specialised team you may struggle to get the speed of response you need to keep.

Lots of things are paid add-ons Review collected by and hosted on G2.com.

I like the way that Zendesk grows as you grow. While Zendesk has many modules that are amazing if you are just starting out they have scaled down version that is still very good and applies to what you need. As you grow and your needs grow they allow you to scale so it does not feel like a one size fits all solution. Review collected by and hosted on G2.com.

Building some of the flows and understanding the triggers can be time consuming but once everything is setup it works out great. Review collected by and hosted on G2.com.