Zendesk for Employee Service Pros and Cons

Zendesk for Employee Service Pros and Cons: Top Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users value the intuitive navigation and time-efficient features of Zendesk for improving SLA management and customer service. (4 mentions)

Users value the communication efficiency of Zendesk for Employee Service, streamlining operations and enhancing customer service delivery. (3 mentions)

Users praise the brilliant customer support of Zendesk, enhancing their experience and efficiency in resolving issues. (3 mentions)

Users value the ease of use of Zendesk for Employee Service, enhancing team performance tracking effortlessly. (3 mentions)

Users love the customization options in Zendesk, enabling tailored solutions for effective employee service management. (2 mentions)

Users find Zendesk for Employee Service to be easy to navigate and time-efficient, enhancing their customer service experience. (2 mentions)

Users appreciate the efficient scheduling capabilities of Zendesk for Employee Service, making staffing management simple and reliable. (2 mentions)

Users value the AI-powered forecasting capabilities of Zendesk for Employee Service, optimizing staffing efficiently. (1 mentions)

Users find Zendesk for Employee Service has limited features, lacking advanced options for ticket management and reporting. (2 mentions)

Users find the limited options for ticket management and advanced features in Zendesk somewhat restrictive for complex needs. (2 mentions)

Users find the lack of advanced features in Zendesk for Employee Service limits its functionality for complex needs. (2 mentions)

Users find the reporting process overwhelming, wishing for a simpler method despite anticipating future AI enhancements. (1 mentions)

Users experience clocking issues with Tymeshift, affecting productivity tracking while working on tickets. (1 mentions)

Users face potential complexity with Zendesk for Employee Service, noting a steep learning curve for advanced features. (1 mentions)

Users experience frustrating connectivity issues with Zendesk, needing frequent refreshes to view updated tickets. (1 mentions)

Users experience inaccurate tracking with Zendesk for Employee Service, affecting their ability to measure productivity effectively. (1 mentions)

Users find Zendesk's inadequate HR system integration limiting and believe it needs significant improvement. (1 mentions)

Users note that integration issues with other systems require improvement for a smoother experience with Zendesk. (1 mentions)

Users find the steep learning curve challenging, making it difficult to fully leverage Zendesk for Employee Service's advanced features. (1 mentions)

Top Pros or Advantages of Zendesk for Employee Service

1. Features

Users value the intuitive navigation and time-efficient features of Zendesk for improving SLA management and customer service.

See 4 mentions

See Related User Reviews

Abhishek Y.

Enterprise (> 1000 emp.)

4.0/5

"Great to avoid SLA breaches and timely delivery"

What do you like 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

Zethembe M.

Mid-Market (51-1000 emp.)

5.0/5

"Time efficient ."

What do you like 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

2. Communication Efficiency

Users value the communication efficiency of Zendesk for Employee Service, streamlining operations and enhancing customer service delivery.

See 3 mentions

See Related User Reviews

Abhishek Y.

Enterprise (> 1000 emp.)

4.0/5

"Great to avoid SLA breaches and timely delivery"

What do you like 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

Zethembe M.

Mid-Market (51-1000 emp.)

5.0/5

"Time efficient ."

What do you like 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

3. Customer Support

Users praise the brilliant customer support of Zendesk, enhancing their experience and efficiency in resolving issues.

See 3 mentions

See Related User Reviews

Jesus S.

Enterprise (> 1000 emp.)

4.0/5

"Great experience"

What do you like about Zendesk for Employee Service?

Great customer facing solution. Highly recommended for public customer support.

Zethembe M.

Mid-Market (51-1000 emp.)

5.0/5

"Time efficient ."

What do you like 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

4. Ease of Use

Users value the ease of use of Zendesk for Employee Service, enhancing team performance tracking effortlessly.

See 3 mentions

See Related User Reviews

Jazmine P.

Mid-Market (51-1000 emp.)

5.0/5

"Tymeshift helps me to track my ticker hours"

What do you like about Zendesk for Employee Service?

I like tymeshift because it's very easy to use, and it helps me to track my schedule for my everyday work and also helps me to monitor my ticket time

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Finally, an End to Scheduling Spreadsheets!"

What do you like 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 o

5. Customization

Users love the customization options in Zendesk, enabling tailored solutions for effective employee service management.

See 2 mentions

See Related User Reviews

Jesus S.

Enterprise (> 1000 emp.)

4.0/5

"Great experience"

What do you like about Zendesk for Employee Service?

Great customer facing solution. Highly recommended for public customer support.

Patrick F.

Mid-Market (51-1000 emp.)

4.0/5

"Ticketing tool review"

What do you like about Zendesk for Employee Service?

What I like the most about Zendesk are the macros and views that can utilize our workaround.

6. Helpful

Users find Zendesk for Employee Service to be easy to navigate and time-efficient, enhancing their customer service experience.

See 2 mentions

See Related User Reviews

Jesus S.

Enterprise (> 1000 emp.)

4.0/5

"Great experience"

What do you like about Zendesk for Employee Service?

Great customer facing solution. Highly recommended for public customer support.

Zethembe M.

Mid-Market (51-1000 emp.)

5.0/5

"Time efficient ."

What do you like 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

7. Scheduling

Users appreciate the efficient scheduling capabilities of Zendesk for Employee Service, making staffing management simple and reliable.

See 2 mentions

See Related User Reviews

Jazmine P.

Mid-Market (51-1000 emp.)

5.0/5

"Tymeshift helps me to track my ticker hours"

What do you like about Zendesk for Employee Service?

I like tymeshift because it's very easy to use, and it helps me to track my schedule for my everyday work and also helps me to monitor my ticket time

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Finally, an End to Scheduling Spreadsheets!"

What do you like 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 o

8. Automation

Users value the AI-powered forecasting capabilities of Zendesk for Employee Service, optimizing staffing efficiently.

See 1 mentions

See Related User Reviews

Patrick F.

Mid-Market (51-1000 emp.)

4.0/5

"Ticketing tool review"

What do you like about Zendesk for Employee Service?

What I like the most about Zendesk are the macros and views that can utilize our workaround.

Top Cons or Disadvantages of Zendesk for Employee Service

1. Limited Features

Users find Zendesk for Employee Service has limited features, lacking advanced options for ticket management and reporting.

See 2 mentions

See Related User Reviews

Patrick F.

Mid-Market (51-1000 emp.)

4.0/5

"Ticketing tool review"

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.

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Finally, an End to Scheduling Spreadsheets!"

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

2. Limited Options

Users find the limited options for ticket management and advanced features in Zendesk somewhat restrictive for complex needs.

See 2 mentions

See Related User Reviews

Patrick F.

Mid-Market (51-1000 emp.)

4.0/5

"Ticketing tool review"

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.

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Finally, an End to Scheduling Spreadsheets!"

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

3. Missing Features

Users find the lack of advanced features in Zendesk for Employee Service limits its functionality for complex needs.

See 2 mentions

See Related User Reviews

Patrick F.

Mid-Market (51-1000 emp.)

4.0/5

"Ticketing tool review"

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.

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Finally, an End to Scheduling Spreadsheets!"

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

4. Challenging Reporting

Users find the reporting process overwhelming, wishing for a simpler method despite anticipating future AI enhancements.

See 1 mentions

See Related User Reviews

Jesus S.

Enterprise (> 1000 emp.)

4.0/5

"Great experience"

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

5. Clocking Issues

Users experience clocking issues with Tymeshift, affecting productivity tracking while working on tickets.

See 1 mentions

See Related User Reviews

Jazmine P.

Mid-Market (51-1000 emp.)

5.0/5

"Tymeshift helps me to track my ticker hours"

What do you dislike about Zendesk for Employee Service?

What I dislike about tymeshift is when they remove the lock on the clock because there are times that I'm working on a ticket, and tymeshift doesn't c

6. Complexity

Users face potential complexity with Zendesk for Employee Service, noting a steep learning curve for advanced features.

See 1 mentions

See Related User Reviews

Jesus S.

Enterprise (> 1000 emp.)

4.0/5

"Great experience"

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

7. Connectivity Issues

Users experience frustrating connectivity issues with Zendesk, needing frequent refreshes to view updated tickets.

See 1 mentions

See Related User Reviews

Zethembe M.

Mid-Market (51-1000 emp.)

5.0/5

"Time efficient ."

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.

8. Inaccurate Tracking

Users experience inaccurate tracking with Zendesk for Employee Service, affecting their ability to measure productivity effectively.

See 1 mentions

See Related User Reviews

Jazmine P.

Mid-Market (51-1000 emp.)

5.0/5

"Tymeshift helps me to track my ticker hours"

What do you dislike about Zendesk for Employee Service?

What I dislike about tymeshift is when they remove the lock on the clock because there are times that I'm working on a ticket, and tymeshift doesn't c

9. Inadequate HR Systems

Users find Zendesk's inadequate HR system integration limiting and believe it needs significant improvement.

See 1 mentions

See Related User Reviews

Abhishek Y.

Enterprise (> 1000 emp.)

4.0/5

"Great to avoid SLA breaches and timely delivery"

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

10. Integration Issues

Users note that integration issues with other systems require improvement for a smoother experience with Zendesk.

See 1 mentions

See Related User Reviews

Abhishek Y.

Enterprise (> 1000 emp.)

4.0/5

"Great to avoid SLA breaches and timely delivery"

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

11. Learning Curve

Users find the steep learning curve challenging, making it difficult to fully leverage Zendesk for Employee Service's advanced features.

See 1 mentions

See Related User Reviews

Jesus S.

Enterprise (> 1000 emp.)

4.0/5

"Great experience"

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

G2 reviews are authentic and verified.

Here's how.

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

edit

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

edit

"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

edit

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

edit

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