Zendesk for Employee Service Reviews & Product Details

Zendesk for Employee Service is an easy to use, AI-powered solution designed to streamline internal service delivery across IT Service Management (ITSM), Human Resources Service Management (HRSM), and other internal support. Built on the Zendesk Resolution Platform and powered by AI trained on 18+ billion service interactions, Zendesk empowers teams to provide fast, accurate resolutions, increasing employee satisfaction and productivity. Easy to implement, scale, and adapt across departments, Zendesk is designed to accommodate the evolving needs of growing organizations without costly developer resources. The platform offers pre-built integrations with popular IT and HR systems, along with robust data analytics to drive informed decisions. Whether you're looking to build a top-tier service desk, improve incident management, automate workflows, or boost self-service capabilities, Zendesk for Employee Service provides the ease of use, flexibility and scalability required for today's dynamic workplace.

Product Website

Seller

Zendesk

Discussions

Zendesk for Employee Service Community

Languages Supported

English

Product Description

Overview by

Lilith Shoemaker

Value at a Glance

Averages based on real user reviews.

Time to Implement

1 month

View More Pricing Information

Zendesk for Employee Service Integrations

(1)

Verified by Zendesk for Employee Service

Zendesk for Employee Service Media

Zendesk for Employee Service Demo - Scheduling

See a clear picture of whether or not agents are sticking to their schedules so you can know where to make adjustment.

Zendesk for Employee Service Demo - Forecast

Data that’s already in your Zendesk is automatically turned into accurate predictions of future contact volumes.

Zendesk for Employee Service Demo - Real Time Insights

Get occupancy insights, real-time monitoring, and notifications so you get alerts to stay on top of your agents.

G2 reviews are authentic and verified.

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Jamie L.

Nutrition health educator

Small-Business (50 or fewer emp.)

11/4/2025

"Effortless Ticket Management and Team Communication"

5/5

What do you like best about Zendesk for Employee Service?

It is easy to open an close tickets as well to call participants and communicate with other team members. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

I havent found something at the moment, so far it has been helpful. Review collected by and hosted on G2.com.

Verified User in Computer & Network Security

Small-Business (50 or fewer emp.)

8/8/2025

"Finally, an End to Scheduling Spreadsheets!"

5/5

What do you like best about Zendesk for Employee Service?

Honestly, the best part is that it lives right inside Zendesk. I'm done with juggling messy spreadsheets to predict our staffing needs.

It looks at our actual ticket data to forecast our busiest times, so I can build the team schedule with real confidence instead of just guessing. It just takes the headache out of making sure we have the right people working at the right time. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

Its simplicity is both its best feature and its biggest weakness.

It’s fantastic for straightforward scheduling and forecasting, which covers 90% of our needs. But if you're looking for the really deep, granular features of a heavy-duty, standalone WFM tool - like super complex "what-if" scenarios or multi-layered reporting - it can feel a bit basic.

You're essentially trading some of that advanced power for the convenience of having everything perfectly integrated in Zendesk. Review collected by and hosted on G2.com.

What problems is Zendesk for Employee Service solving and how is that benefiting you?

It solves the two biggest weekly headaches for any support manager: guesswork and spreadsheets.

First, it stops me from just guessing how many agents we need for the week. It looks at our actual Zendesk ticket data and forecasts our busy hours, so we're not flying blind into the Monday morning rush.

The benefit for me, especially on a Friday afternoon like this, is huge. It saves me hours of tedious admin work. But more importantly, I have confidence that we're properly staffed for next week—which means happier customers and a less stressed-out team. It lets me focus on coaching, not just counting heads. Review collected by and hosted on G2.com.

Jody O.

Franchise Concierge

Mid-Market (51-1000 emp.)

7/1/2025

"Working Smarter with Zendesk Work Management"

5/5

What do you like best about Zendesk for Employee Service?

Improves coordination between departments like support, operations, engineering, or HR while maintaining clean customer experiences. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

Reporting is basic for complex operational or strategic planning. It's also confusing, you have to take the reports that are automatically generated and spend a lot of time customizing them to what you actually want. Review collected by and hosted on G2.com.

Jesus S.

Director of IT Support and Network Operations

Enterprise (> 1000 emp.)

3/27/2025

"Great experience"

4/5

What do you like best about Zendesk for Employee Service?

Great customer facing solution. Highly recommended for public customer support. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

I would love a simpler reporting method. It seems a bit overwhelming to run reports but I do see improvements with AI coming Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Employee Service

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Hello Jesus! Thanks for taking the time to leave a review!

Thank you for your support and we look forward to making your experience with us even better!

Patrick F.

Service Desk Engineer

Mid-Market (51-1000 emp.)

11/17/2024

"Ticketing tool review"

4/5

What do you like best about Zendesk for Employee Service?

What I like the most about Zendesk are the macros and views that can utilize our workaround. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

What I dislike is there are no options to duplicate the ticket and no features for dependency tickets to make it a child ticket. Review collected by and hosted on G2.com.

What problems is Zendesk for Employee Service solving and how is that benefiting you?

As an IT ServiceDesk, Zendesk is the primary tool I use to deliver first-level support on our end users with their IT related concerns. The benefit of it to me is I can manage the SLA of every single ticket because there is an indication where you can see if the SLA is running or paused. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Employee Service

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"We're glad you like the macros and views feature of Zendesk, Patrick. Our team is always looking for ways to improve. We appreciate your thoughts about ticket duplication—this will be taken as feedback.

You can join our Community Team to learn more about our latest product and software updates: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk"

Shaik I.

Customer Support Executive

Enterprise (> 1000 emp.)

4/1/2025

"Smoother process to accept chats and emails."

5/5

What do you like best about Zendesk for Employee Service?

Managing work load and visibility of chats in queue. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

Not dislike, but sometimes annoyed with continuous beep sound, when the chats are not accepted. Review collected by and hosted on G2.com.

Zethembe M.

payments operations specialist

Mid-Market (51-1000 emp.)

8/20/2024

"Time efficient ."

5/5

What do you like best about Zendesk for Employee Service?

Zendesk is easy to navigate. The system is time efficient , making it easy to help the next seller .The different views make it easy to know which box you are working on aswell.You are also able to filter and get exactly what you are working on.Zendesk also helps to see which tickets need the most attention and that delivers good customer services. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

The downside of Zendesk is that you always have to refresh to see any updated tickets. Review collected by and hosted on G2.com.

Samkelisiwe V.

Payment Support Specialist

Mid-Market (51-1000 emp.)

8/13/2024

Business partner of the seller or seller's competitor, not included in G2 scores.

"Excellent"

5/5

What do you like best about Zendesk for Employee Service?

It is easily acceptable as we use it on a regular basis, being able to communicate with customers as well as other departments via zendesk ticket. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

Ticket that are being incorrectly assigned to another department causing a delay in workflow Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Employee Service

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Hey Samkelisiwe! Thank you for the excellent review! We're happy to hear that Zendesk helps you and your team on a regular basis!

We appreciate your support and look forward to making your experience with us even better.

Abhishek Y.

Quality and Performance

Enterprise (> 1000 emp.)

6/12/2024

"Great to avoid SLA breaches and timely delivery"

4/5

What do you like best about Zendesk for Employee Service?

Its best features of tymshift has solved a major issues we all dealt regarding breaches of SLA and SLA call as operations always are seeing a bad time handling the same Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

Integration with other system is something which needs to be worked on We tried in evaluation with HR system and I think it can be still worked on Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

3/26/2024

"Great Zendesk Product Best Choice"

5/5

What do you like best about Zendesk for Employee Service?

Zendesk has a best Customer Support while integrating with others tool like salesforce it will be very easily to implement with Zendesk. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

Zendesk Support Suite need some more advance technical customization to perform. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Employee Service

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Hey there! Thanks for taking the time to leave this amazing review!

We always strive to provide better support! You may send us any more feedback or suggestions via the link below.

https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk

You may also check out our Community Forum to see if someone has already answered a question you might've needed answers to;

https://support.zendesk.com/hc/en-us/community/topics