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.

I love how all the offerings they have. So many options straight out of the box which is great. We really how we can integrate a knowledge center directly into Zendesk. Review collected by and hosted on G2.com.

Some of the Ai and routing features tend to be a lot harder to set up vs the demos we see. Also when submitting a ticket turn around time could be faster. Review collected by and hosted on G2.com.

Intuitive UI allows for easy onboarding of new staff, and allows for both email and phone support in one place. Macros and tags make it simple to answer tickets quickly and find them when we need them, and the ability to pull Help Articles straight from our Knowledge Site is a huge help to our agents. Review collected by and hosted on G2.com.

The reporting tools are not as intuitive as the rest of the software Review collected by and hosted on G2.com.

One thing I like about Zendesk for Customer Service is that after using it for some time, it becomes quite easy to use. At the beginning it may seem a bit complex, but once you get familiar with the system and where everything is located, it becomes much more intuitive. After that, it helps a lot with organizing tickets and managing customer requests efficiently. Review collected by and hosted on G2.com.

Sometimes, when there are many tickets in the system, customers can experience issues with their tickets being assigned correctly, and a few requests may get overlooked. Improving the way tickets are routed and tracked could make the experience smoother and ensure every customer request is handled efficiently. Review collected by and hosted on G2.com.

Its intuitive interface and efficient ticket management. It keeps conversation organized , make easy to track and prioritize requests. Review collected by and hosted on G2.com.

As per my experience one downside is that some advanced features require high-tier plans, which can increases the overall cost. Setup also takes time. While platform is powerful, new users may need some KT to use it. Review collected by and hosted on G2.com.

Zendesk has strived to maintain a relevant presence in the ticketing world, and I have found that their improvements to reporting as well have been welcome updates. I am not convinced that there is much say from the community that drives their product updates, but they are well-versed in modernization and proactively work to be competitive. Review collected by and hosted on G2.com.

Sometimes the minor things (like having a ticket date showing the day of the week that it was created rather than the actual date) are inconvenient, but more from the perspective of an annoyance rather than a showstopper. Zendesk could respond better to their community of subscribers. It's free feedback that is being given. Review collected by and hosted on G2.com.

Zendesk excels in organizing and streamlining workflows within my organization. Its ticketing system, automation capabilities, and clear reporting tools make it easy to manage response times, track performance, and maintain consistency across the team. Review collected by and hosted on G2.com.

I wish there were an easier way to delete tickets and attachments to free up storage. Review collected by and hosted on G2.com.

Zendesk for Customer Service provides a clean and intuitive interface that makes it easy to manage customer conversations across multiple channels. Navigating between tickets, customer profiles, and internal notes is straightforward, which helps agents work efficiently even with high ticket volumes. The implementation process was smooth, especially for basic setup like configuring email channels, groups, and ticket fields. Once the system was live, automation tools such as triggers, macros, and SLAs significantly reduced repetitive work and improved response consistency. The platform also offers a wide range of features including reporting dashboards, knowledge base management, role-based permissions, and multi-channel support, making it suitable for growing teams. It integrates well with other business tools, which helps sync customer data and reduces manual updates. Overall, it serves as a central hub that I rely on daily to track tickets, collaborate with team members, and monitor performance metrics. Review collected by and hosted on G2.com.

The pricing can increase quickly as additional features or higher-tier plans are required. Some advanced configuration options, especially around automation and reporting, require time to fully understand and optimize. While the platform is feature-rich, certain customization options for dashboards and analytics are limited unless you upgrade. Customer support resources are helpful, but for more complex configurations, resolution may take longer than expected. Review collected by and hosted on G2.com.

Zendesk continues to update its technology in line with the standards I previously shared. Review collected by and hosted on G2.com.

Honestly, Zendesk can be a bit of a headache to set up, often requiring a dedicated expert just to get the workflows right. Their pricing is also pretty frustrating, as they tend to lock the most useful features behind their most expensive plans. To top it off, the interface feels a bit disconnected, and for a company that sells support software, their own customer service can be surprisingly hard to reach. Review collected by and hosted on G2.com.

I like the ease of writing messages in Zendesk for Customer Service and the clear visualization of customer history. This helps me ensure that the entire customer history is related to that specific email and that person. Additionally, I found the initial setup of Zendesk for Customer Service very easy. Review collected by and hosted on G2.com.

The integration with the translation tool, which comes with Zendesk itself, fails constantly and sometimes does not appear as available. Furthermore, I still think that the option to delay sending a message, in case I send a wrong message, should be reactivated, but it no longer appears for me. Review collected by and hosted on G2.com.