"The visibility across departments is the best part. When a new hire starts, HR and IT can see exactly where the other stands in the onboarding process, ensuring nothing falls through the cracks Review collected by and hosted on G2.com.

The biggest drawback is the high cost and complexity, as per-agent pricing makes it expensive for internal teams, and it lacks the deep specialized features found in dedicated HR or IT Service Management (ITSM) tools Review collected by and hosted on G2.com.

Easy to use interface for viewing and replying to tickets. Powerful administrative portal with customization and automation options. Review collected by and hosted on G2.com.

Some features that we used to have standard in our previous web helpdesk require a third party application or low code automation. Review collected by and hosted on G2.com.

The best part of Zendesk for Employee Service is how it centralizes all internal requests into a single place. It significantly reduces the time our IT teams spend on manual sorting, enabling them to resolve complex issues faster while maintaining a clear audit trail. Review collected by and hosted on G2.com.

To be honest, I haven't found many major downsides yet. Review collected by and hosted on G2.com.

I love how it meets internal staff where they already work by turning Slack or Microsoft Teams conversations into trackable HR and IT tickets seamlessly. Review collected by and hosted on G2.com.

The platform can feel overly complex and rigid to configure for internal HR or IT workflows since its core architecture was originally built for external customer support. Review collected by and hosted on G2.com.

I like the omnichannel routing and the ability to distribute the work based on idle time. Review collected by and hosted on G2.com.

The support I’ve received from Zendesk hasn’t been great. Responses are slow, and it often feels like the process is being handled by someone who doesn’t understand the business or the product’s intricacies. Review collected by and hosted on G2.com.

I have enjoyed how easy the AI setup is for answering questions by utilizing the Zendesk knowledge base Review collected by and hosted on G2.com.

It has taken some time to learn how the QA works and its AI feature. The scorecard wasn't fully intuitive. Review collected by and hosted on G2.com.

Metrics, Automated Approvals, Ease of configuration, AI and Automation capabilities Review collected by and hosted on G2.com.

No digital signature, too many ways to do the same thing Review collected by and hosted on G2.com.

Zendesk's best feature is its ability to quickly search and categorize tickets. Review collected by and hosted on G2.com.

The main two issues are:

1. The implementation of the new reporting system "Explore" is poorly done. Clicking on the reporting button from within Zendesk takes you to a page telling you to then open Explore, rather than taking you directly to the new system. Additionally, the report building tools are not easy to use and don't update quickly.

2. The ability to send messages regarding a ticket to third parties (such as to a software vendor) are extremely limited. The only option is to utilize side conversations, which is not its intended use. Review collected by and hosted on G2.com.

We use Zendesk for our internal IT Ticketing system. This platform is easy to use, set up, and interface with. There are multiple ways to send in tickets and create simple flows that are able to speed up our response and replies to tickets for our end users. Review collected by and hosted on G2.com.

I have not found anything that I dislike about Zendesk at this time. Review collected by and hosted on G2.com.

The UI is very easy to use, especially for somebody like me who doesn’t like a complex interface. Review collected by and hosted on G2.com.

I would say it’s the way some of the employee pages look. I wish we could customize our own pages so we can choose what we want to see and what we don’t want to see. Review collected by and hosted on G2.com.