--- title: Zendesk Contact Center Reviews meta\_title: 'Zendesk Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 314 reviews by the users' company size, role or industry to find out how Zendesk Contact Center works for a business like yours. aggregate\_rating: rating\_value: 4.5 review\_count: 314 scale: '5' date\_modified: '2026-08-09' parent\_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- ### Zendesk Contact Center Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users find Zendesk Contact Center to be **easy to use and set up** , streamlining customer interactions for effective support. [(8 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=1361769&qs=pros-and-cons#reviews) Users value the **efficient omnichannel support** of Zendesk, integrating various customer interactions into one cohesive experience. [(8 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2334499&qs=pros-and-cons#reviews) Users find Zendesk Contact Center to have a **user-friendly interface and seamless omnichannel capabilities** , enhancing overall efficiency and satisfaction. [(8 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2279101&qs=pros-and-cons#reviews) Users value the **omnichannel experience** of Zendesk Contact Center, enjoying seamless communication and insightful reporting tools. [(6 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2334272&qs=pros-and-cons#reviews) Users appreciate the **omnichannel support** of Zendesk, streamlining customer interactions and enhancing team collaboration for efficient service. [(5 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=1361903&qs=pros-and-cons#reviews) Users struggle with **inefficient workflows** , as inconsistent SLAs and unpredictable ticket behavior hinder effective performance tracking. [(4 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2334765&qs=pros-and-cons#reviews) Users face **workflow disruptions** due to inconsistent SLAs and performance tracking, complicating everyday operations. [(4 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2333832&qs=pros-and-cons#reviews) Users struggle with **inefficiency** , citing inconsistent workflows and the cumbersome size of the Zendesk Contact Center plugin. [(3 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2279080&qs=pros-and-cons#reviews) Users express a need for **missing notification features** , impacting their responsiveness and overall ticket management experience. [(3 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2278996&qs=pros-and-cons#reviews) Users find Zendesk Contact Center's **process complexity** a hurdle, leading to inconsistent workflows and a challenging learning curve. [(3 mentions)](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2416524&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Zendesk Contact Center ##### 1. Ease of Use Users find Zendesk Contact Center to be **easy to use and set up** , streamlining customer interactions for effective support. [ See 8 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=1361769&qs=pros-and-cons#reviews) See Related User Reviews ![Fabricio V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fabricio V.") FV Fabricio V. Small-Business (50 or fewer emp.) 4.5/5 "Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools" What do you like about Zendesk Contact Center? The top liked points are that it provides a unified omnichannel support experience (bringing voice, chat, email, etc. together in one interface), has ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 3.5/5 "Zendesk Reporting has changed our lives!" What do you like about Zendesk Contact Center? I appreciate the omnichannel experience. Our customers contact us via in-app chat, email, or phone, and Zendesk brings all these interactions together ##### 2. Efficiency Users value the **efficient omnichannel support** of Zendesk, integrating various customer interactions into one cohesive experience. [ See 8 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2334499&qs=pros-and-cons#reviews) See Related User Reviews ![Larry Atienza P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Larry Atienza P.") LP Larry Atienza P. Mid-Market (51-1000 emp.) 4.5/5 "Amazing klaus" What do you like about Zendesk Contact Center? Klaus helps us determine what areas we need to focus on. Help us to remember where you are currently at. Effective tools that used to be more effectiv ![Fabricio V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fabricio V.") FV Fabricio V. Small-Business (50 or fewer emp.) 4.5/5 "Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools" What do you like about Zendesk Contact Center? The top liked points are that it provides a unified omnichannel support experience (bringing voice, chat, email, etc. together in one interface), has ##### 3. Helpful Users find Zendesk Contact Center to have a **user-friendly interface and seamless omnichannel capabilities** , enhancing overall efficiency and satisfaction. [ See 8 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2279101&qs=pros-and-cons#reviews) See Related User Reviews ![Larry Atienza P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Larry Atienza P.") LP Larry Atienza P. Mid-Market (51-1000 emp.) 4.5/5 "Amazing klaus" What do you like about Zendesk Contact Center? Klaus helps us determine what areas we need to focus on. Help us to remember where you are currently at. Effective tools that used to be more effectiv ![Raida L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Raida L.") RL Raida L. Small-Business (50 or fewer emp.) 4.5/5 "Unmatched Workflow Visibility and Insightful Reporting" What do you like about Zendesk Contact Center? The best part of Zendesk Contact Center is the level of visibility it brings into our workflows. I can see what’s coming in, how the work is distribut ##### 4. Features Users value the **omnichannel experience** of Zendesk Contact Center, enjoying seamless communication and insightful reporting tools. [ See 6 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2334272&qs=pros-and-cons#reviews) See Related User Reviews ![Fabricio V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fabricio V.") FV Fabricio V. Small-Business (50 or fewer emp.) 4.5/5 "Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools" What do you like about Zendesk Contact Center? The top liked points are that it provides a unified omnichannel support experience (bringing voice, chat, email, etc. together in one interface), has ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 3.5/5 "Zendesk Reporting has changed our lives!" What do you like about Zendesk Contact Center? I appreciate the omnichannel experience. Our customers contact us via in-app chat, email, or phone, and Zendesk brings all these interactions together ##### 5. Customer Support Users appreciate the **omnichannel support** of Zendesk, streamlining customer interactions and enhancing team collaboration for efficient service. [ See 5 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=1361903&qs=pros-and-cons#reviews) See Related User Reviews ![Fabricio V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fabricio V.") FV Fabricio V. Small-Business (50 or fewer emp.) 4.5/5 "Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools" What do you like about Zendesk Contact Center? The top liked points are that it provides a unified omnichannel support experience (bringing voice, chat, email, etc. together in one interface), has ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 3.5/5 "Zendesk Reporting has changed our lives!" What do you like about Zendesk Contact Center? I appreciate the omnichannel experience. Our customers contact us via in-app chat, email, or phone, and Zendesk brings all these interactions together ### 5 Cons or Disadvantages of Zendesk Contact Center ##### 1. Inefficient Workflow Users struggle with **inefficient workflows** , as inconsistent SLAs and unpredictable ticket behavior hinder effective performance tracking. [ See 4 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2334765&qs=pros-and-cons#reviews) See Related User Reviews ![Larry Atienza P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Larry Atienza P.") LP Larry Atienza P. Mid-Market (51-1000 emp.) 4.5/5 "Amazing klaus" What do you dislike about Zendesk Contact Center? Zendesk Contact Center can be powerful but most of my colleague find the workspace and workflows complex, sometimes inconsistent, and occasionally s ![Fabricio V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fabricio V.") FV Fabricio V. Small-Business (50 or fewer emp.) 4.5/5 "Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools" What do you dislike about Zendesk Contact Center? Inconsistent SLA/metrics and workflow quirks some performance tracking behaves unexpectedly or needs extra setup. ##### 2. Workflow Disruption Users face **workflow disruptions** due to inconsistent SLAs and performance tracking, complicating everyday operations. [ See 4 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2333832&qs=pros-and-cons#reviews) See Related User Reviews ![Larry Atienza P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Larry Atienza P.") LP Larry Atienza P. Mid-Market (51-1000 emp.) 4.5/5 "Amazing klaus" What do you dislike about Zendesk Contact Center? Zendesk Contact Center can be powerful but most of my colleague find the workspace and workflows complex, sometimes inconsistent, and occasionally s ![Fabricio V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fabricio V.") FV Fabricio V. Small-Business (50 or fewer emp.) 4.5/5 "Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools" What do you dislike about Zendesk Contact Center? Inconsistent SLA/metrics and workflow quirks some performance tracking behaves unexpectedly or needs extra setup. ##### 3. Inefficiency Users struggle with **inefficiency** , citing inconsistent workflows and the cumbersome size of the Zendesk Contact Center plugin. [ See 3 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2279080&qs=pros-and-cons#reviews) See Related User Reviews ![Fabricio V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fabricio V.") FV Fabricio V. Small-Business (50 or fewer emp.) 4.5/5 "Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools" What do you dislike about Zendesk Contact Center? Inconsistent SLA/metrics and workflow quirks some performance tracking behaves unexpectedly or needs extra setup. ![Raida L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Raida L.") RL Raida L. Small-Business (50 or fewer emp.) 4.5/5 "Unmatched Workflow Visibility and Insightful Reporting" What do you dislike about Zendesk Contact Center? The main challenge I run into with Zendesk Contact Center is that some workflows don’t behave consistently. For example, tickets that shouldn’t requir ##### 4. Missing Features Users express a need for **missing notification features** , impacting their responsiveness and overall ticket management experience. [ See 3 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2278996&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 3.5/5 "Zendesk Reporting has changed our lives!" What do you dislike about Zendesk Contact Center? I would really like to see better notifications for when a new ticket is received, no matter which channel it comes from. Currently, I only get alerts ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") I Verified User Small-Business (50 or fewer emp.) 4.5/5 "Zendesk Makes CX Work Effortless and Efficient" What do you dislike about Zendesk Contact Center? The one aspect of Zendesk that I find frustrating is that I can't locate a view showing all the tickets I've interacted with during a day, even if tho ##### 5. Process Complexity Users find Zendesk Contact Center's **process complexity** a hurdle, leading to inconsistent workflows and a challenging learning curve. [ See 3 mentions ](https://www.g2.com/products/zendesk-contact-center/reviews?filters%5Bsentiment_snippet%5D=2416524&qs=pros-and-cons#reviews) See Related User Reviews ![Larry Atienza P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Larry Atienza P.") LP Larry Atienza P. Mid-Market (51-1000 emp.) 4.5/5 "Amazing klaus" What do you dislike about Zendesk Contact Center? Zendesk Contact Center can be powerful but most of my colleague find the workspace and workflows complex, sometimes inconsistent, and occasionally s ![Fabricio V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fabricio V.") FV Fabricio V. Small-Business (50 or fewer emp.) 4.5/5 "Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools" What do you dislike about Zendesk Contact Center? Inconsistent SLA/metrics and workflow quirks some performance tracking behaves unexpectedly or needs extra setup. ![Christos F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Christos F.") CF Christos F. Department of network and communication design Mid-Market (51-1000 emp.) 7/14/2026 "Seamless Omnichannel Communication with Zendesk" 4.5/5 What do you like best about Zendesk Contact Center? I appreciate the simplicity of Zendesk Contact Center and how it enables a business user to configure all the parameters. I also like the robust functionality in ticketing, which consolidates all customer contact details into one ticket. The voice recording feature and the ability to transcribe the entire recording to text are particularly beneficial. Additionally, I enjoy the capability to generate a summary of the ticket and provide follow-up from any channel the customer prefers. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? I find it challenging to keep up with and implement all the functionalities that Zendesk Contact Center releases frequently. It often feels like running a marathon race with many sprints. I also think there should be a system that checks my configuration and setup, informing me about new functionalities that match my configuration. Furthermore, I wish Zendesk provided presales or expert guidance not just for new customers but also for existing ones to help transform their solutions. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? I use Zendesk Contact Center for omnichannel logic, consolidating customer tickets, and managing knowledge bases. It integrates WFM, QA, and AI functionalities, streamlining communication and support. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Sebastian E.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sebastian E.") SE Sebastian E. 6/16/2026 "Powerful for workflows and automation, but reporting and admin setup can be frustrating" 4.5/5 What do you like best about Zendesk Contact Center? Zendesk Contact Center is very helpful for handling customer conversations across multiple channels in one place. It gives good visibility into operations and makes it easier to route interactions, organize agent work, and support a mix of human and automated handling. It is especially valuable when you need structure around chat, messaging, and support workflows without juggling several disconnected tools. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? The biggest challenge is that setup and optimization can become quite complex, especially when reporting, automations, and different contact channels all need to work together. Some configurations are not as intuitive as they could be, and analytics often require extra effort to make sure the numbers reflect the real customer and agent experience. It is a strong platform, but getting the best out of it takes time and careful administration. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? Zendesk Contact Center helps us manage customer conversations across different channels in a more organized and consistent way. It solves the problem of fragmented communication by bringing interactions, routing, and agent handling into one system, which makes it easier to respond faster and keep better control over operations. The benefit for us is improved visibility, smoother workload distribution, and a more scalable support process as volumes grow. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite MN Mandla N. IT manager Small-Business (50 or fewer emp.) 5/20/2026 "Efficient Support Management with Room for Improvement" 4/5 What do you like best about Zendesk Contact Center? I really like Zendesk Contact Center's ability to integrate tickets and calls together in one platform. It's a great help for the support team because agents can easily see customer history during calls. The interface is fairly easy to use compared to other platforms we've tested, and setting it up for agents and queues wasn't too complicated. I find it quite modern. The flexibility with integrations and automation is impressive, allowing us to automate ticket flows and notifications, which saves a lot of time. I also appreciate the good call quality and stability. The system handled our team's call volumes and ticket management without any major performance issues and was scalable when needed. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? The pricing can be improved, this can get a bit pricy once one starts adding more advanced features or more agents. The reporting and analytics section could be improved. The basic information is there but for more detailed reporting one need extra configuration or third-party integrations which can become more time-consuming. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? I use Zendesk Contact Center to handle customer support calls efficiently by keeping communication organized and improving response times. It integrates tickets and calls, manages agent performance through ticket reporting, and automates workflows, saving time. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Aayush M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Aayush M.") AM Aayush M. Data Engineer - L3 Information Technology and Services Mid-Market (51-1000 emp.) 6/27/2026 "Reliable Customer support using AI powered workflow" 4.5/5 What do you like best about Zendesk Contact Center? Best thing about Zendesk Contact Center is it keeps all platform like voice calls and customer support at one place which makes easier to provide more personalized response. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? I guess there is no such cons on this feature, only thing might be it feels expensive for smaller teams to setup and also AI tools need lot of manual reviews. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? It helps us to manage client calls more efficiently by bringing information and support tools at one place. AI agents quickly summarize the client history and helps to reduce resolution time and at the same time also takes notes which helps us to understand quickly. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Saúl B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Saúl B.") SB Saúl B. 3/24/2026 "Decent contact center add-on, but hard to justify the cost for small operations" 3.5/5 What do you like best about Zendesk Contact Center? The seamless integration with the rest of the Zendesk Suite is genuinely useful — calls are automatically linked to existing tickets, giving agents full context of the customer's history before and after each interaction. The call recording feature is practical for quality control and training, and the real-time dashboard provides a decent overview of team activity. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? The pricing model is a significant barrier for small businesses — phone features are treated as a premium add-on on top of an already expensive base plan, making the total cost hard to justify unless call volume is high. The local number availability for certain countries (including Portugal) is limited, which creates friction when trying to offer customers a local-feeling experience. Reporting and analytics feel basic compared to dedicated contact center solutions, and customization of call flows beyond basic IVR requires workarounds. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? We used it to handle inbound phone support for a wellness and massage business with locations in Lisbon and Porto. The goal was to route customer calls to the right location, log call interactions alongside existing support tickets, and maintain a unified view of each customer's communication history across phone and digital channels. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Shelby D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shelby D.") SD Shelby D. Director of Marketplace Services and Learning Enterprise (\> 1000 emp.) 5/19/2026 "Great Call Visibility, Custom Views, and Easy Zendesk Reporting - BUT" 4/5 What do you like best about Zendesk Contact Center? I like the visibility you get into the calls that come through and how you can create custom views. I also like that reporting can be pulled directly from Zendesk Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? It's not as user friendly for people that aren't familiar with the platform or haven't taken the time to learn it. Possibly reps could take more time to make sure clients are utilizing it to it's highest potential of their plan. I am new to my role, but realized quickly that the platform is under-utilized. We have been using Zendesk since before 2020 and the admins still don't understand it fully Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? Customer complaints and issue, and employee issues. Compiling it into one place Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign ![Raida L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Raida L.") RL Raida L. Customer Support Manager Small-Business (50 or fewer emp.) 12/10/2025 "Unmatched Workflow Visibility and Insightful Reporting" 4.5/5 What do you like best about Zendesk Contact Center? The best part of Zendesk Contact Center is the level of visibility it brings into our workflows. I can see what’s coming in, how the work is distributed, and how quickly we’re responding. The reporting and dashboards make it easy to understand trends, spot issues early, and coach the team effectively. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? The main challenge I run into with Zendesk Contact Center is that some workflows don’t behave consistently. For example, tickets that shouldn’t require a reply sometimes get reassigned, and certain metrics—like excluding out-of-hours messages from First Reply Time—require extra setup. These things are fixable, but they can slow us down day to day. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? Zendesk Contact Center is solving the challenge of managing a high-volume support operation with clarity. It gives me real-time visibility into workloads, performance, and ticket distribution, which helps me keep our team fast and consistent. With the upcoming admin-facing co-pilot, it’s also moving toward giving managers smarter tools to streamline setup and troubleshooting, which will complement the agent co-pilot and make our processes even stronger. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconCurrent UserValidated ReviewerSource: G2 invite ![Larry Atienza P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Larry Atienza P.") LP Larry Atienza P. Customer service representative Mid-Market (51-1000 emp.) 2/22/2026 "Amazing klaus" 4.5/5 What do you like best about Zendesk Contact Center? Klaus helps us determine what areas we need to focus on. Help us to remember where you are currently at. Effective tools that used to be more effective at work. Identified the things that need to be improved on. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? Zendesk Contact Center can be powerful but most of my colleague find the workspace and workflows complex, sometimes inconsistent, and occasionally slow to respond, leading to a steeper learning curve and more effort spent managing the system itself. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? Klaus helped us determine which things still need improvement and with the help of this tool, we already have an idea of which aspects we need to work on. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite LS Luke S. 6/17/2026 "Manager, Client Excellence" 4.5/5 What do you like best about Zendesk Contact Center? I love the easy, self-guided walkthrough and the way Zendesk lays out its navigation. Their Workspaces are well organized and accessible, which helps our agents learn quickly and start using them with confidence. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? I’d like more unbundled options so I can choose only the add-on features that are important to my business, rather than having to take a bundled package. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? Zendesk offers a robust AI agent and a Contact Center Knowledge Base that help us resolve calls faster and make our overall process more efficient. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite SF Sarah F. Small-Business (50 or fewer emp.) 5/19/2026 "Easy Workflow and Highly Customizable Features" 5/5 What do you like best about Zendesk Contact Center? I easy flow and customizable features. The ability to adjust permissions. The groups are great for routing. Review collected by and hosted on G2.com. What do you dislike about Zendesk Contact Center? The reports are difficult to learn, and it’s hard to narrow them down to specialized targets. Review collected by and hosted on G2.com. What problems is Zendesk Contact Center solving and how is that benefiting you? Zendesk Contact Center helps us resolve customer inquiries quickly by connecting directly to our knowledge base, so answers are easier to find and issues get addressed faster. Review collected by and hosted on G2.com. 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