There's not much that this software can't handle, and they are releasing upgrades and there are third-party plugin being added all of the time, which puts them far beyond any other platform in terms of usability. Review collected by and hosted on G2.com.

My issues mainly stem from the assumption being made by the makers of Zendesk, that every company using their software, seemingly has teams of people using it. We are a very small company, and do not have agents working around the clock, or team members that can be dedicated to a singular function. Unfortunately, due to our small size, some of the functions we need, Zendesk can not solve for because the built in assumption is that we have agents. We love the software, but sometimes it's frustrating to pay for so many functions that we can't use, and still not have some of the options we need for a small team. Review collected by and hosted on G2.com.

I find Zendesk for Customer Service easy to manage, which is really helpful for handling customer service tasks. The integration of knowledge capture and other apps, like Sparkly, within Zendesk adds value as it enhances the management of customer service operations. Review collected by and hosted on G2.com.

I'm dealing with a voice issue where there are delays on voice, chat, and text. Also, the initial setup of Zendesk for Customer Service wasn't great or easy, as it took a couple of years to set up. Review collected by and hosted on G2.com.

What I like best about Zendesk for Customer Service is how it helps our Kenmore appliance support team manage all customer interactions in one place. It makes it easy to track service requests, respond quickly to customers, and keep communication organized across chat, email, and phone support. The automation and ticketing features improve response times and help our agents provide a smoother customer experience. The reporting tools also give valuable insights that help us improve service quality and customer satisfaction. Review collected by and hosted on G2.com.

One downside of Zendesk for Customer Service is that some features can feel complex and require additional training for new agents. Customizing workflows and reports can also take time, especially for larger support teams. In some cases, system performance may slow down when handling a high volume of tickets, and certain advanced features are only available in higher-priced plans. Review collected by and hosted on G2.com.

Best part about Zendesk Customer service is its very easy to track all requests raised by clients at a single place and it helps us to save lot of time on repetitive tasks. Recently added AI feature suggest summaries and ticket routing to the correct team more efficiently. Review collected by and hosted on G2.com.

Maybe initial setup feels little complicated when you are new to platform though AI assistant helps us to navigate properly but some customization are still difficult to configure for smaller teams and might feel expensive for smaller setup. Review collected by and hosted on G2.com.

I think Zendesk is a good fit for anyone who wants a helpdesk platform with minimal customization. It also works for teams that would rather pay third parties for custom add-ons to create a more customer-friendly experience. Review collected by and hosted on G2.com.

Customization isn’t always possible in the way I want without paying for third-party tools. Automation also feels limited to responses of one hour or more, and triggers can’t always be configured to behave the way I’d like. Review collected by and hosted on G2.com.

What I like most about Zendesk is its intuitive ticketing system and centralized customer communication. It makes it easy to manage support requests across multiple channels (email, chat, and web forms) in one place, which improves response time and team collaboration. The automation features, triggers, and macros significantly reduce manual effort and help maintain consistent responses. I also appreciate the reporting and analytics capabilities, which provide clear visibility into support performance and help drive data-based improvements. Review collected by and hosted on G2.com.

While Zendesk is powerful, the pricing can become expensive as your team grows or when adding advanced features. Some useful capabilities are locked behind higher-tier plans, which can make scaling costly. The initial setup and customization can also feel complex, especially for smaller teams without a dedicated admin. Additionally, the reporting configuration sometimes requires extra effort to get very specific insights without using add-ons. Review collected by and hosted on G2.com.

I like that Zendesk for Customer Service is integrated with our phone system, emails, and chat. No matter how a customer contacts us, we can keep a record of the situation. When I am tagged on a ticket, I am notified via email and can click a link to view the ticket. I can see everything that the customer has told us, listen to the phone call if needed, and see what our team has responded so far. It saves me time regathering details that we already have. We used to have a fragmented communication system, but now anyone assisting with the ticket can listen to the original call to get the exact details. The chat support has become one of our preferred methods of communicating with customers. Review collected by and hosted on G2.com.

The integrations side panel is very helpful, but it can be a bit clunky to navigate. If you have more than one integration, it requires a lot of scrolling to get to the information that you want. A tabbed section that you can click through and re-order could be helpful. It was not easy. It took a lot of time and effort. We hired a third party vendor to help us with our Zendesk integration and they were not very responsive or helpful, so we had to do a lot more of it ourselves. Review collected by and hosted on G2.com.

I find Zendesk for Customer Service invaluable for ticket management, especially with its email and website chat integration, making tracking and responding to tickets easy. I love the ability to receive email notifications when a new ticket is generated, allowing me to stay updated even when I'm not at my computer. Responding directly to these emails on the go is perfect for emergencies. The web interface helps me respond to tickets more efficiently, and I really appreciate the feature that allows me to merge tickets when needed. Review collected by and hosted on G2.com.

When I do respond via email directly to the ticket, my response isn't captured by Zendesk. So if I logged on to Zendesk, I don't see my outbound response. Not an issue for us (small team), but I can see how this could be a problem for larger teams (multiple agents). Review collected by and hosted on G2.com.

I like how Zendesk for Customer Service centralizes every customer interaction across email, chat, and social channels into one omnichannel inbox. It's their strongest feature with agents being able to see everything in one view. Ticket lifecycle and SLA management are well thought out, making our workflow smoother. The macros library is a great time-saver, cutting down repetitive answers, and the Help Center/Guide that doubles as a customer-facing knowledge base is really helpful. I also appreciate the wide range of integrations available in their marketplace. Setting up was relatively easy, and we had the team productive in about 2 weeks. Review collected by and hosted on G2.com.

Pricing is the main pain point, as plans get expensive fast and there are add-ons everywhere. The admin UI feels heavy and dated. Some reports require a higher Explore plan. Native chat (Messaging) lags behind specialized chat tools. Review collected by and hosted on G2.com.

I find Zendesk for Customer Service to be strong and reliable across multiple platforms. The new upgrades have made it more user-friendly, which I appreciate. It's easy to pull tickets when we need follow-up, and I also like how you can input for tickets. Some of the updates to the screens have made it easier to find things quicker. Additionally, the initial setup was very easy, and over 125 people in my company are using it. Review collected by and hosted on G2.com.

When I have to chat with a representative that responds in a different time zone which makes it hard to get real-time answers. Review collected by and hosted on G2.com.