Zendesk was straightforward to implement, and once it was set up, it's been very easy for our team to use day-to-day. One feature our team particularly values is the ability to track internal notes, which helps us stay aligned and communicate behind the scenes without losing important context. Review collected by and hosted on G2.com.

The one improvement I'd love to see is a native integration with Slack that would allow us to send direct messages to employees from within Zendesk. Having that capability would streamline communication and reduce the need to switch between platforms. Review collected by and hosted on G2.com.

Best thing about Zendesk for Employee Service is how easy it is to manage all internal requests in single platform. Inbuilt automation feature helps us to easily route requests to respective teams without involving any manual effort. Latest AI feature helps us to summarize tickets and respond accorindgly. Review collected by and hosted on G2.com.

Downside of this platform would be its pricing model which might not ideal choice for smaller teams and also initial setup may feel like complex to initialize workflows. Review collected by and hosted on G2.com.

It's a great tool for centralizing our ticket requests. Our employees are familiar with the forms and process and understand the UI used for integration. Great Knowledge base and ability to reference documentation within the Zendesk portal. Review collected by and hosted on G2.com.

It could use more add-ons for customization. Review collected by and hosted on G2.com.

What I like best about Zendesk for Employee Service is how it brings structure and visibility to internal support. It makes it easy to manage employee requests in one place, prioritize what matters most, and ensure nothing falls through the cracks. The interface is intuitive, so teams can adopt it quickly without a steep learning curve, and the automation features help reduce manual work and speed up response times. Overall, it creates a more organized and efficient experience for both the support team and employees. Review collected by and hosted on G2.com.

One downside is that Zendesk can feel a bit complex to configure and fully optimize, especially for internal employee service use cases that differ from traditional customer support. Review collected by and hosted on G2.com.

Zendesk is easy to use, from setting up triggers to being able to see exactly how they were triggered within tickets. Every feature Zendesk has to offer is easy to access right from the start page. It’s also easy to collaborate in tickets, since you can see which tickets other technicians are browsing. Having different groups makes it simple to sort and organize tickets. Review collected by and hosted on G2.com.

Zendesk is a solid tool, but at times it feels overly basic, with essential functionality locked behind paid marketplace apps. Features that should be standard, like setting up tasks within a ticket, often require additional subscriptions.

For example, only tickets marked as “Tasks” can be reopened at a later date. To work around this limitation for “on-hold” tickets, we had to build our own solution using their API. While there are marketplace apps that solve this, they come at an extra cost.

Using the API to create tickets has worked well for us technically, but it negatively impacts analytics. You either have to create the API key on an existing agent or pay for an additional license just to have a dedicated API user. An API user should reasonably be included at no extra cost if you already have at least one license.

Analytics in general feel unnecessarily restricted. Without paying for another agent license, reporting becomes unreliable, and it’s disappointing that custom reports are only available in the most expensive tier. Additionally we have not managed to pull analytics data via their API.

Zendesk Guide is another mixed experience. While it works well in principle, many of the features that make content organization manageable are locked behind higher-tier plans. This makes it harder to recommend as a knowledge base solution. On top of that, you’re limited to a single theme unless you pay extra.

The IT Asset Management capabilities also lack some very basic features. Asset IDs are long, random strings instead of simple incremental numbers, and more importantly, you can’t link tickets to assets. Given that tickets are Zendesk’s core functionality, this feels like a major oversight. Being able to connect tickets to assets would provide a clear and useful asset history.

Overall, Zendesk is a good tool—but with so many alternatives available, it’s hard to consider it the best or most cost-effective option. Review collected by and hosted on G2.com.

The best thing about Zendesk is the perfect balance between advanced functionality and user-friendliness. Even though the platform offers a wide range of features and integrations, the interface never feels overwhelming. It is intuitive to administrate, making it fast to set up and adjust workflows without needing to be a technical expert. Review collected by and hosted on G2.com.

The pricing structure can be a bit opaque when adding various add-ons, which can make it a costly solution for smaller organizations. Additionally, the reporting module (Explore) has a bit of a steep learning curve if you want to build highly complex, custom dashboards from scratch. Review collected by and hosted on G2.com.

Being able to conduct and track side conversations within the same view is immensely helpful. On top of that, responding to collaborators internally instead of going back and forth over email feels really slick and keeps everything in one place. Review collected by and hosted on G2.com.

It can be confusing for employees to receive a bounce-back notification confirming that their ticket was received. Also, it’s frustrating that a closed ticket will reopen if an employee replies with something as simple as “thank you.” Review collected by and hosted on G2.com.

I like the ability this allows to provide some really cool self-service options for our employees. It is its own instance so we can conveniently and confidentially separate internally focused requests from externally focused requests. Review collected by and hosted on G2.com.

The price structure is on the higher side of our budget. Review collected by and hosted on G2.com.

It’s easy for management to use and understand. The integration was also straightforward to set up on our Magento 2 platform, and the pricing seems to fit within our budget. I didn't realised that zendesk provided on board training after we have on boarded our staff Review collected by and hosted on G2.com.

Many of the workflows feel geared more toward external customer support than day-to-day internal employee operations. As a result, HR and IT teams sometimes need additional customization to make it function and feel like a true employee service platform. Review collected by and hosted on G2.com.

Its very easy to manage and keep things organized. Review collected by and hosted on G2.com.

KB search sometimes doesnt give accurate results. Review collected by and hosted on G2.com.