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.

Zendesk helps us capture and evaluate customer complaints, document investigations, and maintain traceability between customer-reported issues and our quality processes, supporting compliance with ISO 13485, MDSAP, and FDA complaint handling requirements. Review collected by and hosted on G2.com.

As a QA Manager, I find that Zendesk is excellent for managing customer communications, but it doesn't always provide the depth needed for quality and regulatory activities. We still need separate quality processes to assess complaints, investigate issues, and determine whether further actions such as CAPAs or regulatory reporting are required Review collected by and hosted on G2.com.

After 13 years of operation, our business has invested in a new communications system to manage all inbound and outbound customer interactions, replacing our existing CRM system.

Although we’re still in the build phase, we’re excited to see how this will revolutionise the way we communicate with our thousands of customers. We expect it to help us improve and meet our KPIs and SLAs, but more importantly, to ensure the end user feels supported throughout every interaction. Zendesk truly seems to have thought of everything—from the ease of administering the back-end system, to building and integrating key features without needing development work, right through to setting up automations that help the team work efficiently.

Zendesk also shows a strong understanding of both sides: what it’s like to be an agent and the complexities that come with the role, while also ensuring the customer view is clear, well-defined, and thoughtful. So far, we’re really enjoying our new tool and can’t wait to continue the journey and see how it transforms our business and customer experience. Review collected by and hosted on G2.com.

My only piece of feedback here, while not wholly negative, is that it has been tough to navigate. If you’re not looking to fully integrate your suite of systems with Zendesk, you may struggle to ensure it fits with how you operate.

For example, we weren’t looking to integrate with Salesforce right away (maybe in V2). However, it quickly became clear that tickets were being routed to the wrong team. If you have multiple teams that may deal with a specific tag (depending on where someone is in their journey), getting the routing right can be a real challenge.

We have overcome this, but it perhaps highlights that there are a lot of complexities in the organisational structure of a service business, and there isn’t a one-size-fits-all approach. Zendesk hasn’t necessarily accounted for all of that in the out-of-the-box product. Review collected by and hosted on G2.com.

I work as a Dietician & Nutritionist, manage a homeopathy clinic, and also create health education content. I recently started using Zendesk for Customer Service to manage patient support queries and diet plan follow-ups.

What I like most is how easy it is to start using. I did not need any technical setup to begin. I was able to create tickets, reply to patients, and track follow-ups in one place from the first day. Even as a new user, the interface feels simple and clean, so I could understand basic things quickly. Customer care is Quick.

Zendesk helps me keep all patient questions, replies, and follow-ups organized. Earlier, patient queries were coming on WhatsApp and email, and it was hard to track everything. Now I can see the full conversation history in one place. This helps me reply properly and not miss any patient message.

I also like the ticket status system. I can keep a ticket open or pending while waiting for a patient’s reply. This helps me remember which patients need follow-up and which cases are still in progress. Assigning tickets to myself and seeing all open tickets in one list makes daily clinic support work more organized.

The tagging option is useful for my work. I can add tags like diet follow-up or patient query, which helps me quickly understand what the ticket is about. This is helpful when I have multiple patient questions on the same day.

Email support is another feature I find useful. I can manage patient queries coming through email as tickets instead of handling them separately. This saves time and keeps everything in one system.

I also find the overall workflow helpful. Creating a ticket, replying to the patient, adding notes for follow-up, and changing the ticket status makes the support process feel more professional. The number of features is good for small clinic support work, and I do not feel it is too complicated for basic daily use.

I use Zendesk regularly during clinic hours to manage patient questions related to diet plans, follow ups, and general guidance after consultation. Even though I recently started using it, it already helps me keep my support work more structured and organized. Review collected by and hosted on G2.com.

There is not much to dislike about Zendesk for Customer Service for my daily clinic support work. As a new user, the interface feels a little busy in the beginning and takes some time to understand. There are many options on the screen, so it can feel slightly confusing at first. Basic setup is easy, but learning all options takes a little time. Apart from this, it works smoothly for managing patient queries and follow ups. Review collected by and hosted on G2.com.

Zendesk Customer Service provides a comprehensive and flexible solution for serving our clients in a personalized manner. The new AI functionality is phenomenal and will help us reach a new level of service to our clients. Review collected by and hosted on G2.com.

My biggest concern is the per agent price. While it's less expensive than our previous Service Now solution, as we scale up our usage, the expense has become somewhat burdensome. Review collected by and hosted on G2.com.

It truly makes it simple to respond to tickets. I know that seems like a given, but having used several different customer ticketing platforms, I can assure you it is nowhere near ubiquitous. Review collected by and hosted on G2.com.

The reporting tool is kind of clunky and difficult to use for someone like me who is a novice at finessing data and building reports. Review collected by and hosted on G2.com.

they answer the phone, their knowledge base is huge. Review collected by and hosted on G2.com.

Zendesk significantly overpromised during the sales process and has failed to deliver on the level of support that was clearly discussed and agreed upon.

From the beginning, I was explicit: I have a large team and require hands-on, ongoing implementation support—not surface-level assistance. This was communicated before signing and reiterated multiple times after onboarding began. Zendesk repeatedly emphasized the size of their team and their ability to support businesses like mine.

In practice, getting meaningful help has been unnecessarily difficult. I emailed three separate Zendesk contacts/teams requesting assistance and received no response. The only reason I finally received a confirmation from someone was because I called again—after already attempting multiple written follow-ups.

When I did eventually get on a Zoom call, I was informed the time would be limited. The session focused on resolving small, isolated issues rather than providing actual setup guidance or walking through a proper implementation. This is not onboarding. This is not hands-on support.

For a platform positioned as enterprise-ready, the lack of ownership, continuity, and responsiveness is unacceptable. The disconnect between what was sold and what is being delivered is stark. Zendesk’s support structure feels reactive, fragmented, and unwilling to engage at the level required for a growing organization with real operational needs.

I chose Zendesk based on explicit assurances of support. Those assurances have not been honored. The experience has been frustrating, inefficient, and deeply disappointing. Review collected by and hosted on G2.com.

I really appreciate how Zendesk for Customer Service keeps everything organized in one place. Creating and managing tickets is straightforward, and it’s easy for me to follow each conversation without losing track of follow-ups or what needs to happen next. The interface feels clean and intuitive, which makes it approachable even if you’re using it for the first time. Overall, it helps my day-to-day work run more smoothly and feels a lot less stressful.

The features I get the most value from are the ticketing system, automation rules, and macros. The ticketing system keeps all customer interactions together, so I can track issues, keep the full context, and make sure nothing gets missed. The automation rules are especially helpful during busy hours because they can automatically assign or prioritize tickets, which saves me time when things get hectic and helps me stay on top of the queue. I also lean on macros for canned responses to common questions, so I can support multiple customers at once while keeping my replies consistent. On top of that, the initial setup felt smooth and easy, which made it simple to start using right away. Review collected by and hosted on G2.com.

One area I think could be improved is the interface, which can sometimes feel a bit cluttered—especially when I’m managing multiple customers or tickets at the same time. The reporting can also be confusing at times; I often have to put in extra effort to interpret the data clearly and then customise it so it works best for me. Review collected by and hosted on G2.com.

I love the omnichannel experience, giving customers multiple ways of reaching us. The UI is very well thought out and its good looking. Review collected by and hosted on G2.com.

At the moment I just dislike the price. Its a really great platform but its quite expensive, even for only two agents. So for smaller businesses like mine its a bit, however again its a great platform. Review collected by and hosted on G2.com.