Zendesk for Customer Service - AC Reviews & Product Details

What I like best about Zendesk for customer service is how structured and reliable it is for handling customer issues at scale. When many tickets are coming in from email, chat, or web forms, Zendesk keeps everything organized in one place; nothing gets lost, and every conversation has a clear history. Another thing I really like is how mature and stable the platform feels. It's clearly built for real production use. Once workflows are set up, things run smoothly without constant babysitting. From a backend developer's point of view, the APIs and integration are a big plus. Zendesk works well with internal tools, CRM, and databases. I can sync tickets, users, and events with our backend system without hacks. I also like the automation and triggers. Tickets can be routed, tagged, proportioned, and escalated automatically. This reduces manual work for the support team and keeps response times consistent. Review collected by and hosted on G2.com.

One thing I dislike about Zendesk is that it can become expensive as the team grows. Adding agents and advanced features increases costs quickly, which can be hard for startups or smaller teams. Another downside is that configuration can get complex. Triggers, automations, views, and workflows are powerful, but over time they become difficult to manage if not documented well. The UI, while functional, can feel heavy and slow when handling a large number of tickets. It's not always the fastest experience for agents. Customization also has limits; while Zendesk covers most use cases, very specific workflows sometimes require workarounds or custom apps. Review collected by and hosted on G2.com.

Zendesk is great because it keeps all customer messages in one place, making it easy to stay organized. And I really like how simple it is to track tickets and reposdone to the customer quickly. I also like the interface; it is clean, which helps my team to stay productive throughout the day without getting confused. Review collected by and hosted on G2.com.

I noticed that the main downside is that some of the advanced settings can be hard to find and take time to learn. Also, if you want to add extra features or more users, the cost can start to get expensive for a smaller business. I also experience that sometimes reporting tools feel a bit limited unless you upgrade. Review collected by and hosted on G2.com.

I find Zendesk to be a very convenient tool. It is easy to access, and everything is clearly detailed and well organized. As a customer service representative, I have certain metrics to meet, such as average call handling time. Zendesk simplifies my work because all I need to do is select the appropriate options, choose the title, set the dispositions, and indicate whether a case is pending or solved. Review collected by and hosted on G2.com.

In my experience, I haven't encountered any disadvantages when using the Zendesk tool. Review collected by and hosted on G2.com.

We use Zendesk to manage customer escalations by tracking them through tickets. It also facilitates communication between T1 and T2 teams as they handle different cases. I appreciate the ability to create automations and triggers, and I find the macros particularly easy to use. Review collected by and hosted on G2.com.

There was a recent update that I didn't particularly enjoy. It seems to have made things within a ticket feel more cluttered, although the features remain useful. Review collected by and hosted on G2.com.

As a user what I like the best about ZenDesk is its comprehensive feature that allows Customer support and has capabilities of integration with other systems like Google Suite (Google Sheets), frequency use, and automation systems for responding to some tickets. Additionally, due to its advanced features, it allows customization according to the company's specific needs and is easy to set up. Review collected by and hosted on G2.com.

ZenDesk support suite has advanced and complex features that require IT resources for configuration and customization according to the company's which also needs Budgets and extract costs. this could be a barrier to start-up companies that have small capital and low-skilled labours that might need the training. moreover, functionality of mobile app is not efficient for the users because of its slow-down during the process. Review collected by and hosted on G2.com.

Zendesk is user-friendly and consolidates all customer requests in a single location. Its automation features, macros, and ticket management tools enable teams to respond more quickly and maintain organization. Additionally, the reporting functions offer valuable insights into overall performance. Review collected by and hosted on G2.com.

Zendesk can become expensive as you add more features and users, and I find that some of the advanced settings are not particularly intuitive. Additionally, the reporting and customization options may seem restricted unless you opt for one of the higher-tier plans. Review collected by and hosted on G2.com.

I like Zendesk because it’s reliable and pretty straightforward. It’s well-established in the industry, has the core features most teams need, and generally just works without much fuss! Review collected by and hosted on G2.com.

I’d say the downside is that it can feel a bit rigid at times. Some things are harder to customise than you’d expect, and a few parts still feel like older legacy bits bolted on. It does the job, but there are moments where you wish it was a bit more flexible and modern under the hood.

For example, some of the admin settings feel weirdly buried, and things like setting up more complex workflows or automations can be clunky unless you know exactly where everything lives. The reporting side is also quite limited unless you pay for the higher tiers, and sometimes the interface still has that mix of old and new screens that don’t feel consistent. None of it’s deal-breaking, but it does make the platform feel a bit dated in places. Review collected by and hosted on G2.com.

I like the organization of Zendesk Support Suite. The ability to properly assess what kind of support inquires we're getting, the ability to accurately measure how many responses our team is giving. A centralized place for reviewing what information comes in that is accessible to multiple users without the need of a shared gmail inbox. I love that we can reduce the energy spent on tickets with pre-built macros; I love that we can feel a proper sense of accomplishment with "resolved" and "closed" tickets. I found the initial overview of Zendesk's youtube videos extremely helpful in understanding how Zendesk could fit itself into our operations and be the solution to a lot of our pinch points. Although it required several days of trial-and-error set up, I was able to get Zendesk up and running and our team was able to transition into the software, feeling more comfortable about the information coming in. Zendesk has been a great reliever of tension for our support team and support operations. We use Zendesk daily, and we appreciate it allowing us to respond to all of our customers within 24 hours. Review collected by and hosted on G2.com.

The paywalling of critical features is not my favorite business practice. Considering inbox management is a key selling point of the software for customer support teams, the ability to email the ticket via Side Conversations is pretty integral to the customer support experience, and makes onboarding the program especially difficult in the transition period as other parties will not know how to use Zendesk; or we may not want them to utilize Zendesk. There's also an initial technical barrier when trying to set up and implement more of Zendesk's features. Like, the forms being robust internally but extremely difficult to integrate into our external websites is a big negative and hard to work around. I also find it requires a lot of self-study. Every new term or feature links to a wikipedia like page that requires trying to read it, and since there's often features on that page you are also new to, it becomes a downwards spiral of trying to understand concepts and features without clear examples to really anchor yourself to. Review collected by and hosted on G2.com.

Zendesk consolidates all your customer communications, whether by email, chat, phone, social media, or other channel into a single, organized platform, so your team no longer has to manage multiple separate tools. It automates repetitive tasks, streamlines workflows, and allows customers to reach out through their preferred channels. Additionally, Zendesk provides valuable insights and integrates with many of the tools you already use, making customer support easier and more efficient overall. It is deigned for daily use. Review collected by and hosted on G2.com.

Basic setup is failry quick but advanced wokrflows may need little bit of technical skills. And interface could have been a bit more better by adding more graphical 3d effects. Customer support is real quick and professional though response quality may vary by plan. Review collected by and hosted on G2.com.

What I like best about Zendesk Support Suite is its ease of use and how quickly new agents can adapt to it. The implementation process was straightforward — we were able to get it up and running with minimal technical help. The customer support team at Zendesk is very responsive and always provides practical solutions when issues arise. We use Zendesk frequently throughout the day, and it remains reliable even with heavy ticket volumes. The number of features available—from macros to triggers, reporting, and multi-channel messaging—covers nearly everything we need to run an efficient support desk. Lastly, the ease of integration with our CRM, and internal tools makes it a seamless part of our workflow. Review collected by and hosted on G2.com.

While overall powerful, the initial setup and configuration can be a bit complex, especially when integrating multiple brands or departments Review collected by and hosted on G2.com.