--- title: Zendesk for Customer Service Reviews meta_title: 'Zendesk for Customer Service Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 6988 reviews by the users' company size, role or industry to find out how Zendesk for Customer Service works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 6988 scale: '5' date_modified: '2026-06-30' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Zendesk for Customer Service Reviews **Vendor:** Zendesk **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 6,988 ## About Zendesk for Customer Service "Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. Leveraging AI built on billions of CX interactions, Zendesk enhances the entire service experience—from self-service to agents and admins—improving efficiency at scale. Zendesk equips agents with tools, insights, and context to deliver personalized service across all channels, including social messaging, phone, and email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1800+ apps under one platform. Zendesk QA uses AI to evaluate and improve agent performance, while Workforce Management optimizes scheduling and productivity to ensure readiness during peak times. The solution is easy to implement and adjust without needing IT or developers. Zendesk’s mission is to simplify business complexity and enable meaningful customer connections for companies of all sizes. Serving 130K+ global brands in 30+ languages, Zendesk is headquartered in San Francisco with offices worldwide." ## Zendesk for Customer Service Pros & Cons **What users like:** - Users enjoy the **ease of use** of Zendesk, enabling faster responses and better organization for support teams. (526 reviews) - Users value the **centralized communication** and **automation features** in Zendesk, enhancing support efficiency and organization. (395 reviews) - Users appreciate the **efficient customer support** provided by Zendesk, enabling quick responses and organized communication. (286 reviews) - Users appreciate the **ease of use** of Zendesk, enjoying its intuitive interface and efficient query management. (274 reviews) - Users appreciate the **ease of ticket management** in Zendesk, enabling efficient handling of customer queries and team collaboration. (252 reviews) - Users value the **efficiency** of Zendesk Support Suite, benefiting from quicker responses and streamlined workflows across channels. (250 reviews) - Users appreciate the **seamless integrations** of Zendesk Support Suite, enhancing efficiency in managing customer queries. (219 reviews) - Automation (202 reviews) - Intuitive (202 reviews) - Users love the **user-friendly interface** of Zendesk Support Suite, making it easy to manage customer queries efficiently. (183 reviews) **What users dislike:** - Users find Zendesk lacking in **essential features** , like customizable ticket statuses and summary textboxes for agents. (216 reviews) - Users find Zendesk lacking in **features and templates** , resulting in a tedious and complex setup experience. (180 reviews) - Users face a **steep learning curve** with Zendesk's advanced features, making it challenging for non-experts to navigate. (179 reviews) - Users find **limited customization** options in Zendesk, requiring time and research to achieve desired setups. (158 reviews) - Users find Zendesk's **complexity** challenging, especially its learning curve and cumbersome report customization process. (137 reviews) - Users find Zendesk **expensive** due to the costly licensing structure that limits flexibility for team members. (136 reviews) - Users report **ticketing issues** that disrupt workflow, particularly with unresolved statuses and communication limitations. (132 reviews) - Users express frustration over **poor customer support** , experiencing long wait times and unaddressed issues consistently. (128 reviews) - Steep Learning Curve (114 reviews) - Not Intuitive (110 reviews) ## Zendesk for Customer Service Reviews ### 1. Powerful and flexible support platform with excellent API documentation **Rating:** 4.5/5.0 stars **Reviewed by:** CuCa P. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk's flexibility is what sets it apart — we've been able to tailor workflows, automations, and views to fit our team's exact needs without much friction. The API is exceptionally well-documented, which made integrating Zendesk into our existing tech stack straightforward. Our developers appreciated the clear reference docs and the consistency of the endpoints. Overall, the platform has proven to be a reliable backbone for our customer support operations. **What do you dislike about Zendesk for Customer Service?** The main downside is that the product suite can feel somewhat fragmented at times. Switching between different Zendesk products occasionally feels like jumping between separate tools rather than one cohesive platform. A more unified experience across the products would go a long way. That said, this is a minor complaint — for day-to-day use, everything works well and the core Help Desk functionality is solid. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Before Zendesk, our customer support was scattered across multiple channels with no central place to track, prioritize, or resolve incoming requests. Zendesk brought everything under one roof — emails, tickets, and internal notes — giving our team full visibility into every customer interaction. This has significantly reduced response times and made it much easier to hold ourselves accountable to SLAs. The reporting features also help us spot recurring issues early, which has allowed us to proactively improve our product and documentation. In short, Zendesk turned a chaotic support process into a structured, scalable operation. ### 2. Zendesk: Powerful when you need it, lightweight when you don't **Rating:** 4.5/5.0 stars **Reviewed by:** Kobus S. | Head of Service Operations and Implementation **Reviewed Date:** March 18, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk gets the basics right, which is frankly rarer than it should be. The interface is clean and intuitive, so new agents can be productive within hours rather than days. Ticket management is smooth and straightforward, which makes triage and assignment feel effortless. Where it really earns its keep is the integration ecosystem. Slack, Jira, Harvest, and hundreds more (that we don’t even use at the moment) all connect without needing a PhD in middleware. For a team that already runs multiple tools, that’s genuinely valuable. In our business, focused on CX and CJM, we aim to deliver great, responsive customer service, and Zendesk supports that by having almost zero downtime. **What do you dislike about Zendesk for Customer Service?** The out-of-the-box functionality is intentionally lightweight, which is fine as long as you know that going in. However, getting to the features that make Zendesk genuinely powerful often means stacking add-ons, and the costs can escalate quickly. As you start scaling, the pricing tiers can also feel a bit like being nickel-and-dimed. Zendesk’s own customer support is a little ironic in that it isn’t always the fastest, and you tend to notice that more when you’re a customer of a support platform. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Centralising all customer interactions into a single, auditable workflow has helped us reduce response times, improve agent accountability, and deliver clean reporting for stakeholders, all without needing a heavyweight IT implementation to get started. ### 3. Solid Support Platform, but Requires Significant Self-Service **Rating:** 3.5/5.0 stars **Reviewed by:** Tamara W. **Reviewed Date:** March 18, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is a solid, established platform for running support, especially for core ticket management. The tool itself is generally good, but it does require a lot of self-service to fully optimize. Reporting has been one of the weaker areas for me, and building out workflows can sometimes feel more complex and manual than expected. I’ve also had challenges with communication and partnership from my Account Management team. I would have appreciated more hands-on guidance in optimizing the platform for my support organization, even if that support came at an added cost. That said, I’ve recently been given some resources that may help us get more value from the platform. Overall, Zendesk is a capable solution, but success with it depends a lot on your team’s ability to self-serve and manage the setup effectively. **What do you dislike about Zendesk for Customer Service?** Zendesk handles core customer service needs well, but I’ve found it takes a lot of effort to move from basic functionality to a truly optimized setup. Reporting has been one area where I’ve wanted more depth and usability, and workflow design can sometimes feel more labor-intensive than expected. I also think there’s an opportunity for Zendesk to offer more consultative, hands-on support for customers who want help shaping the platform around their service strategy. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps solve the need for a centralized, scalable customer support operation. It gives our team one place to manage incoming requests, organize ticket workflows, and maintain visibility across customer issues. That structure is beneficial because it creates more consistency in how we handle support, improves team coordination, and helps us stay on top of customer needs as volume grows. For us, the main value has been having a dependable system for core support operations and case management. ### 4. Streamlined IT Support with Room for Data Reporting Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Monte J. | Senior IT Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 18, 2026 **What do you like best about Zendesk for Customer Service?** I use Zendesk for Customer Service as a high-speed command center for my IT infrastructure and support operations. It really helps with consolidating all of our technical requests in one location, which is great for keeping things in order. The alerts we get through Zendesk are incredibly productive. Learning automation in Zendesk has been a challenge, but it’s extremely helpful. The automated alerts and centralized ticketing system allow me to maintain a good technical rhythm. The initial setup was pretty simple, and the customer support along with the manuals were extremely helpful, making getting things up and running pretty straightforward. **What do you dislike about Zendesk for Customer Service?** I think that for me, a lot of the data reporting could be heavily improved. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk for Customer Service solves fragmented communication by consolidating technical requests in one location and provides productive alerts. Automation in Zendesk is extremely helpful for maintaining a sense of order and rhythm in technical operations. ### 5. Zendesk Support Suite is a straightforward and easy to use tool for customer support. **Rating:** 5.0/5.0 stars **Reviewed by:** Kara B. | Customer Service Specialiast, Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2023 **What do you like best about Zendesk for Customer Service?** Ease of use, layout, custom statuses for tickets, and integrations. Zendesk has been very straightforward and I've been consistently able to get team members up and running within a day. **What do you dislike about Zendesk for Customer Service?** I think it would be beneficial to do an overhaul of Zendesk Explore specifically for reporting, because that is the only part that I find not to be the most straightforward (creating custom reports outside of what is already there). **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk support suite gives our team a single space where we can all work on our tickets without having our personal inboxes spammed or having to guess and check who is working on what email. It also lets us have and easily update out help center. ### 6. Reliable and Strong Communication Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Carlotta S. | Sr. Loan Servicing, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2022 **What do you like best about Zendesk for Customer Service?** I was able to see the multiple applications zendesk can communicate with using the same ticket rather than creating multiple tickets for the same issue. Another selling point is the ability to select external email option or an internal note option allowing all information to be kept in one central location. **What do you dislike about Zendesk for Customer Service?** I think Zendesk can use a cosmetic upgrade. Competitors are now creating platforms similar to zendesk with advanced optics and visual aids **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk allows us to keep a record of all correspondence with the customer and of actions taken when solving a service issue for that account. Also allows for other forms of communication such as email responses. ### 7. Efficient Automation, Needs Better Telephony **Rating:** 5.0/5.0 stars **Reviewed by:** Dream F. | Head of Business Process Automation and Enablement, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** I appreciate how Zendesk for Customer Service helps in managing transactions and assists with payment confirmations effectively. I also find it useful for closing up any ongoing transactions. The triggers and automations are particularly valuable as they allow us to regularly keep our customers updated while we handle background tasks during transactions. **What do you dislike about Zendesk for Customer Service?** I would say that our phone system that we currently use through Zendesk could be improved. It took us about two hundred and eighty hours to set up everything when we initially did. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I use Zendesk for Customer Service to manage quote forms, phone calls, and text messages to move material. Triggers and automations help keep customers updated during transactions, enhancing communication and efficiency. ### 8. Good overall, with a couple of annoying drawbacks **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2022 **What do you like best about Zendesk for Customer Service?** New navigation is a definite improvement and the AI tools look interesting -although we have not really tried them yet **What do you dislike about Zendesk for Customer Service?** Zendesk's main flaw remains that it seems designed for managing a large number of shallow interactions - perfect for support of an ecommerce website or other B to C function - but it is clunky and unwieldy in several ways when managing lower volume, longer runnning issues with deeper individual issue complexity in a B to B context. Excessive email notifications remain an issue - it would be a simple change to allow users (particularly team managers) to define particular conditions or filters to trigger notifications or email alerts when a ticket meets certain conditions. Blanket 'follow' on tickets, which notifies you on every field update, is just plain annoying when managing a team of multiple agents. I want to set criteria and be notified when a ticket meets them. (To be fair you can techically do some of that using the 'triggers' function but it is way too complex and set up heavy to be practically useful in this way). **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use Zendesk as our global support ticketing process for multiple products. It provides a platform for managing individual customer issues and gives an easy overview of global or regional activity via highly configurable dashboard-style reports that can be displayed on screens in the office and are available to the management team. It also integrates to our development management platform ### 9. Powerful Support Platform with Rapid AI Innovation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Zendesk for Customer Service?** Zendesk Support continues to be a powerful and flexible tool that allows teams to tailor their support workflows to their needs. The reporting capabilities are especially strong and make it easy to build useful dashboards and insights with only a few steps. Zendesk has also been investing heavily in AI tools, which is exciting and shows they are focused on innovation and improving support efficiency. **What do you dislike about Zendesk for Customer Service?** Zendesk has been rolling out a lot of new AI capabilities very quickly. While the direction is exciting, some of the tools still feel early and many of the examples and use cases appear to be more tailored toward e-commerce environments. As a SaaS-based company, some of those workflows do not translate as naturally to our support model. It would be great to see more SaaS-focused AI use cases and refinement as these tools continue to mature. **Recommendations to others considering Zendesk for Customer Service:** Do it! **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Reporting needs! Being able to create queries and dashboards that are using live data and can be shared with our VPs or cite managers is a game-changer. Once it is all set up the users can either receive them as a snapshot or have the capability to update the dates your reports are being run for! Love it! ### 10. Zendesk - Customer Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk for Customer Service is a mature platform/ecosystem that can be depended on to handle even the most complex support operations. In my opinion, Zendesk is still positioned to be the de facto leader in this space. **What do you dislike about Zendesk for Customer Service?** Some of the integrations with other products and add-ons within the Zendesk ecosystem are clunkier than would be expected. For example, user administration for ZD WFM is not a truly integrated experience which creates significant admin overhead. Another example is how you can't filter tickets within Zendesk Analytics based on ticket tag without first creating a custom attribute filter. There are many such workarounds that are required to get each product to be effective that seem like significant oversights. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Customer Service helps us manage tens of thousands of customer and user support requests a month in a single, unified platform. ### 11. Zendesk : A Complete Customer Service Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Rambabu K. | Technical Support Representative, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Zendesk for Customer Service?** One of the new things I like about Zendesk for Customer Service is the introduction of AI-powered features that help automate routine support tasks. The AI suggestions for responses and ticket summarization help agents resolve issues faster and maintain consistent communication with customers. I also appreciate the improved automation and smarter ticket routing, which makes managing large volumes of support requests much more efficient. **What do you dislike about Zendesk for Customer Service?** Zendesk for Customer Service is a powerful platform, but there are still a few areas where it could improve. The pricing can be a bit high for small teams, especially when advanced features or add-ons are required. The interface can also feel complex for new users, and it sometimes takes time to configure automation, workflows, and integrations properly. Improving response speed in some areas and simplifying the setup process would make the platform even better for support teams. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Faster, more efficient support handling Higher customer satisfaction due to quicker, contextual responses Better internal collaboration between agents and departments Data-driven decisions using real-time reports and dashboards A more professional and consistent customer experience **Official Response from Zendesk Sam:** > Hey Rambabu! Thanks for leaving a review! Your feedback is greatly appreciated! Thank you for your support and we look forward to making your experience with us even better! ### 12. Technical **Rating:** 4.5/5.0 stars **Reviewed by:** Sairaja S. | Junior engineer for BISSELL, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Zendesk for Customer Service?** One thing I really like about Zendesk for customer service is its AI-driven automation and smart ticket management. It helps support teams automatically categorize tickets, suggest responses to agents, and resolve common customer issues quickly. I also like how it brings multiple channels like email, chat, and voice into a single platform, making it easier for agents to manage customer interactions efficiently and improve overall customer satisfaction. **What do you dislike about Zendesk for Customer Service?** Zendesk could improve by making its interface simpler and reducing the learning curve for new users. Additionally, offering more advanced features in lower pricing tiers would make the platform more accessible for smaller support teams **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It was giving computer service that solves major problems ### 13. Great platform, clean and easy to use. **Rating:** 3.5/5.0 stars **Reviewed by:** Tony M. | Customer Support, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Zendesk for Customer Service?** During my time working in customer support, I had the opportunity to use Zendesk Support, and I really liked how well it organises customer conversations. All interactions with a customer are stored in a single ticket, making it easy to review the full history before responding. This helps avoid repeating questions and makes the support experience smoother for both the agent and the customer. Another useful feature is the ability to add internal notes and collaborate with teammates without the customer seeing them. This makes it easier to get help from other departments when solving an issue. I also like how tags and ticket statuses help prioritise and manage multiple chats simultaneously. Overall, the platform helps agents stay organised, respond faster, and provide more consistent support to customers. **What do you dislike about Zendesk for Customer Service?** While working with Zendesk Support, my overall experience was positive, but like any system, there were a few small areas that could sometimes be less convenient during daily work. For example, when a ticket had many updates, internal notes, and status changes, the conversation thread could become quite long. In those situations, it sometimes took a little extra time to review the entire ticket history before responding to the customer. Another minor challenge could happen during high-volume periods when handling many chats or tickets at once. Keeping track of multiple open tickets and updating each one properly required good attention to detail. These were not major issues, but small workflow challenges that can happen in most customer support platforms, depending on the workload and ticket complexity. Overall, the system still helped manage customer conversations efficiently. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** For me, Zendesk Support Suite mainly solved the issue of scattered information and made handling multiple customer chats feel less overwhelming. It helped improve response speed and accuracy without adding extra steps to my workflow. It also reduced the need to rely on external tools or manually track customer data, which made my overall work experience smoother and more efficient. ### 14. User-friendly and very effective for managing customer support. **Rating:** 4.5/5.0 stars **Reviewed by:** Akshat J. | Infrastructure / DevOps Engineer - 2, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Zendesk for Customer Service?** One thing I continue to appreciate is how well Zendesk keeps support tickets organized, even when the volume increases. The automation tools like triggers and macros still save our team a lot of time. I also like how easily it integrates with other tools such as Slack and Jira, which helps keep our workflows connected. Overall, it remains a dependable platform for managing day-to-day customer support operations. **What do you dislike about Zendesk for Customer Service?** Some parts of the configuration can still be confusing, especially for new users setting things up for the first time. Also, a few advanced features are locked behind higher-tier plans, which can make it harder for smaller teams to access them. Reporting is useful, but sometimes it takes a while for dashboards to update. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk makes it easy for our team to track and respond to customer requests in one place. It’s helped us respond faster, stay more organized, and improve the support experience for our customers. ### 15. A Powerful and Intuitive Customer Support Platform Efficient, Scalable, and User-Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Mohammed R. | Customer Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk for Customer Service has rolled out several innovative updates in early 2026 that enhance agent productivity and customer interactions. I particularly like the AI-driven features that automate routine tasks while maintaining high-quality support. **What do you dislike about Zendesk for Customer Service?** Zendesk for Customer Service has strong AI tools and analytics, but user feedback highlights areas needing refinement for better usability and support. Improvements could focus on responsiveness, interface simplicity, and flexibility. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** 1. Fragmented Communication Channels Before Zendesk, managing support across email, chat, social media, and phone was disjointed and inefficient. Zendesk unifies all customer conversations into one platform, eliminating silos and providing full context for every interaction. 2. Inconsistent Customer Experiences By using automation tools like triggers, macros, and SLAs, we can ensure customers get timely, consistent responses—regardless of which agent is handling the ticket. 3. Lack of Visibility and Reporting Previously, we had limited insight into team performance and customer satisfaction. Zendesk’s built-in analytics and customizable dashboards now give us real-time data to monitor KPIs, agent productivity, and customer feedback (CSAT scores). **Official Response from Zendesk Sam:** > Thank you for sharing your thoughts about Zendesk. We’re pleased to hear that you find our platform efficient, scalable, and user-friendly. Your positive feedback encourages us to keep improving our services. We are always working to enhance and innovate, ensuring that Zendesk meets and surpasses your expectations. We genuinely appreciate your support and look forward to serving you even better in the future. ### 16. Great for Small to Medium businesses. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 04, 2022 **What do you like best about Zendesk for Customer Service?** Zendesk has been amazing for ticketing with our clients. My favorite features are how easy it is and customizable it is. There are a lot of plugins that allow for customization like ticket types to have check lists that can be mandatory for techs to fill out. **What do you dislike about Zendesk for Customer Service?** I feel like it's not a great CRM fully. We have used ConnectWise Manage and Autotask as well and ConnectWise Manage for everything else like billing etc is superior. However, as a ticketing system Zendesk has always been our favorite and the techs love it. **Recommendations to others considering Zendesk for Customer Service:** Again, for small to medium-sized companies. Once you start expanding it might not fill all the needs of some other ticketing systems. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The ability for end users to put tickets in without signing into anything is a huge +. We have also used the global search for going back to old documentation. The search is really good at finding whatever I am looking for which is impressive. ### 17. Reliable and Intuitive for Scaled Support with all the flexibility you could ask for. **Rating:** 4.5/5.0 stars **Reviewed by:** Vaishali V. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Zendesk for Customer Service?** The Zendesk AI; taking care of the repetitive nominal tickets so the team can focus with more refined and dedicated attention to complex problems raised in tickets. **What do you dislike about Zendesk for Customer Service?** The AI accuracy needs to be more refined and closer to the point - if not it. That helps with the ROI as we see Zendesk as an investment where we can actually rely on it. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The flexibility of it allows me to custom fit it to each tool and individual need that I want to. The results I want to derive and oversee the process with great details and clarity. This helps me create me as many options and templates I want, as many things and choices to add with my Database and users. Ability to manage internal and external communication on the same place while staying on the subject is golden when it comes to customer complaints or process related issues and resolving them. The bottleneck of projects have gone as low as to almost zero without any extra effort then usual. Not to mention the ability to trace each thing with a digital footprint and a timeline along with action taken, matter communicated is great as well. **Official Response from Zendesk Sam:** > Hey Vaishali! Thanks for leaving a review! Your feedback is greatly appreciated! Thank you for your support and we look forward to making your experience with us even better! ### 18. Overall experience with Zendesk Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Ranajit B. | Network Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Zendesk for Customer Service?** One thing i really like about Zendesk is how easy it is now to manage the customer ticket in one place . The interface is quite simple and easy to undeerstand for new users , even if new users can experience the same after using using it a few days and help to customer by responding to customer faster , which the things that matters the most to the customer's expeience. Love te automation feature that is routing the cases to the right teams like region wise and teams who should be responsible for a particular issues for dedicated problems, Over all the process are making it much more organised and efficient. **What do you dislike about Zendesk for Customer Service?** Yes , I think that need to be improved is like switching directly to the next ticket with out going back to the search or ticket list again , that would save my enoguh time as a admin to resolve the issues faster and make me more time efficient to think deeply about the concern on a daily basis . One more features that should be added like assigning cases directly to engineers if multiple engineers are there in shifts. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is easier for the management team to track and get updates on all the employees. **Official Response from Zendesk Sam:** > We're glad to hear that you find the setup process both easy and straightforward to understand, Ranajit. Our team is always dedicated to enhancing the system to provide an even better experience for our users. Please rest assured that we will carefully consider your thoughts and comments as valuable feedback to help guide our improvements. Thank you very much for your ongoing support of Zendesk. ### 19. Simplified Customer Support with Zendesk – A Lifesaver! **Rating:** 5.0/5.0 stars **Reviewed by:** Aijaz L. | Senior Systems Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Zendesk for Customer Service?** One new thing I have appreciated about Zendesk for Customer Service is the improvement in automation and workflow management. Features like advanced triggers and conditional macros have helped reduce repetitive actions and allow agents to focus more on resolving customer issues rather than managing tickets manually. I also like the reporting and analytics dashboards. They provide clear insights into ticket volume, response times, and agent performance, which helps teams identify areas for improvement and manage workloads better. Another thing I find valuable is the omnichannel capability. Zendesk brings email, chat, and messaging into one workspace, so it is easier to track the full conversation history of a customer. This improves response quality because agents can quickly understand the context without searching across multiple systems. The collaboration features are also useful since internal notes and tagging help teams work together on complex cases without confusing the customer conversation. Overall, these updates make Zendesk more efficient for daily support operations and help teams deliver faster and more consistent customer service. **What do you dislike about Zendesk for Customer Service?** One area Zendesk for Customer Service could improve is reporting flexibility. While the analytics tools are powerful, creating highly specific reports still requires time and experience with the reporting interface. Making report building more intuitive would help agents and team leads access insights faster without needing advanced configuration. The mobile experience could also be stronger. It works well for quick replies and basic ticket checks, but handling complex tickets, bulk actions, or detailed customer histories on mobile can feel limited. Improving mobile navigation and ticket management would make it more useful for agents who work remotely. Another area for improvement is system performance when handling very large ticket queues or multiple integrations. In high volume environments, the interface can sometimes slow down when loading ticket histories or switching views. Streamlining performance in these scenarios would improve efficiency for support teams. Overall, Zendesk is a very capable platform, but improvements in reporting simplicity, mobile usability, and performance under heavy workloads would make the experience even better for daily support operations. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite has helped solve one of the biggest challenges in customer service — staying organized while managing high volumes of customer queries across different channels. Before Zendesk, it was hard to track conversations, especially when customers would contact us via email, chat, or even social media. With Zendesk, everything comes into one platform, and each interaction is converted into a ticket that can be tracked, assigned, and followed up — nothing gets lost anymore. Another problem it solved is response time. With the help of macros, triggers, and canned responses, I can now reply to repetitive questions faster and more consistently, which not only improves productivity but also gives customers quicker solutions. It also helps in team collaboration — internal notes and ticket assignments make it easy for our team to stay on the same page, even across shifts. Reporting and analytics, while a bit complex at first, have been useful for identifying trends and spotting areas for improvement in our support process. Overall, Zendesk has helped us streamline communication, reduce response times, and improve the overall customer experience — and for me personally, it’s reduced a lot of the manual work and stress. **Official Response from Zendesk Sam:** > Hey Aijaz! Thanks for leaving a review! We're happy to hear that Zendesk Support helps make your job more efficient! If you need any assistance, feel free to reach out to us via this link: https://zdsk.co/zdhelp Thank you for your support and we look forward to making your experience with us even better! ### 20. Great help desk, rightfully an industry leader, but lacks a desktop app **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2022 **What do you like best about Zendesk for Customer Service?** Zendesk is fantastic, I love the program itself and how user-friendly it is. It helps me stay on top of my work and work so well with my workflow that I can never envision not using it. **What do you dislike about Zendesk for Customer Service?** I will reiterate the fact that there is no native desktop application. If I had the ability to receive desktop notifications instead of having to set that up via a Slack integration, I would give its 10/10 back. I had to remove a point for this because I've been needing this more and more having used Zendesk for so many years. I don't want to have to create new Slack channels just to get a notification when a ticket's been updated, I'd like this to come from Zendesk itself. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Helps solve the tracking and reporting issues regarding the CRM I work with. Keeps all communications with clients in one spot which is a wonderful experience. ### 21. I have hands-on experience in customer onboarding **Rating:** 4.5/5.0 stars **Reviewed by:** Akhil S. | Anti-Money Laundering Specialist, Human Resources, Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Zendesk for Customer Service?** One thing I appreciate about Zendesk for Customer Service is how easy it is to manage and respond to client enquiries via email. The platform helps organize tickets effectively, making communication with clients more efficient and ensuring timely resolution of issues. **What do you dislike about Zendesk for Customer Service?** No specific improvements at the moment. The platform works well for managing and responding to client enquiries efficiently.” 😊 **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite helps solve the challenge of managing customer interactions across multiple channels—like email, chat, phone, and social media—by bringing everything into a centralized platform. This improves response time, agent productivity, and customer satisfaction. It also addresses issues like ticket duplication, poor internal collaboration, and inconsistent service through features such as automated workflows, internal notes, and reporting tools. For me, this has meant fewer missed conversations, faster resolutions, and better visibility into team performance and customer needs—all of which help deliver a more streamlined and professional support experience. ### 22. Solid tool for support teams! **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2017 **What do you like best about Zendesk for Customer Service?** Zendesk is one of the best customer support platforms on the market, particularly for enterprise organizations. It provides everything you need to build a modern help desk, including robust ticket management, automation, and SLA tracking to help teams consistently meet response and resolution targets. The platform integrates seamlessly with Salesforce, making it easy to surface important customer data directly within support workflows. Zendesk has also made significant investments in AI, offering tools that automate repetitive tasks, suggest responses, and help teams work more efficiently. If you’re looking for a scalable and feature-rich support solution, it’s an outstanding choice for growing and enterprise-level teams. **What do you dislike about Zendesk for Customer Service?** You can't go back and edit a ticket, it gets a little confusing when there's multiple emails for a customer (and an email may be in use already), and it lags from time to time. The ticket search function also lags sometimes too! **Recommendations to others considering Zendesk for Customer Service:** Super easy to use and it's a startup's best friend! **What problems is Zendesk for Customer Service solving and how is that benefiting you?** ZD helps us solve several core challenges in managing customer support at scale. Before implementing it, triaging incoming tickets, routing them to the right teams, and ensuring we consistently met SLAs required a significant amount of manual effort. Zendesk has streamlined all of that through powerful automation and workflow tools. The biggest benefit has been its AI capabilities. Zendesk can automatically categorize and prioritize incoming tickets and leverage our historical responses and knowledge base to suggest accurate replies to common customer questions. This has reduced the time our team spends on repetitive tasks, improved the consistency and quality of our responses, and allowed agents to focus on more complex issues. Its integration with Salesforce also gives our team immediate access to important customer information, which helps us provide faster and more personalized support. Overall, Zendesk has helped us increase efficiency, improve response times, and scale our support operations more effectively. ### 23. Easy to Use, Beginner-Friendly, and Info Is Always Within Reach **Rating:** 4.5/5.0 stars **Reviewed by:** Esteban R. | Sr. Tech Support, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2026 **What do you like best about Zendesk for Customer Service?** Easy to use and beginner-friendly, the information is readily available. **What do you dislike about Zendesk for Customer Service?** I wish the web version had alerts that were as clear as those in the iPhone and Apple Watch versions. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The system we used before contained all the customer's information, so much so that it was overwhelming; in Zendesk I control how much information is available ### 24. Zendesk’s Intuitive UI Makes CRM Work Feel Effortless **Rating:** 4.0/5.0 stars **Reviewed by:** Srikanth C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk’s UI feels easier to use compared with other CRM tools. **What do you dislike about Zendesk for Customer Service?** There are too many Copilots for each group, and they feel like they’re working in silos. It would be much better to have a single Copilot or AI layer that sits on top of all the AI copilots and brings everything together. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It provides customers with all three channels voice, email, and self-service to submit tickets, and the auto-routing feature is also helpful. ### 25. Unified Feedback View with Helpful Dashboards and Automations **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2026 **What do you like best about Zendesk for Customer Service?** What I value most is the unified view in one place of all feedbacks from our users. Dashboards and automations are extremely useful to help us reduce resolution time for tickets that are often the same. **What do you dislike about Zendesk for Customer Service?** Its easy to use after certain time but there is an adaptation time though. Also the website design is the bit outdated. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk help us to gather in one single place all tickets from customers. The tool is well integrated to our admin system and our website, which allow us to have a 360-degree view of the customer The service has been a significant increase in productivity by reducing repetitive manual tasks but also ensuring a better follow up of our customer team thanks to the different dashboards. Also, the tool is really fast and reliable. ### 26. Easy and practical CSM solution **Rating:** 4.0/5.0 stars **Reviewed by:** John W. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk works out of the box and doesn't require extensive skills as is required as a salesforce admin. **What do you dislike about Zendesk for Customer Service?** Zendesk has significantly improved its customized value with action and app builder, but there are still many basic functions that require a Trigger or some custom-built app i.e. I just spent a few hours implementing a Trigger and custom action to copy parent ticket priority to the child side conversation, something that's been asked for for years in the Community. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I have 12 Brands and am working to integrate another Brand, so I would say it's working well. ### 27. Good but limited unless take the top package **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications **Reviewed Date:** June 15, 2026 **What do you like best about Zendesk for Customer Service?** Omnichannel CRM capabilities are a must when dealing with customers. Having all interactions with a customer in one place—whether it’s voice, live chat, WhatsApp, or any other channel—is fantastic. **What do you dislike about Zendesk for Customer Service?** The cost is high and some features and reporting are not available on lower packages meaning you are held hostage for the higher packages. Having a CRM in which you limit the ability to see what agents are doing is not functional and is prohibitive in its nature and as such I cannot recommend Zendesk **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The transparency of contact is making it easier for us to support customers and identify issues that have affected their service. It also helps us spot patterns where the same criteria matches, so we can try to pre-empt any future contact from that customer or from others with similar issues. ### 28. Industry leaders getting bogged down by their own success **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment **Reviewed Date:** May 13, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is historically the industry leader from my knowledge. This means they really do have a lot of features and options available and the platform itself provides everything you would hope it would. Interconnection of a help centre, email and phone platform is a standard that Zendesk really has been at the forefront of. There's a lot of options for external integrations and plenty of developers who have added their own more niche input. There's also a large knowledge base of their own to draw from in helping you get set up and finding answers to questions. **What do you dislike about Zendesk for Customer Service?** Unfortunately as the platform has ballooned it has become less easy to use. Some aspects are more clunky with hang ups from the extensive history of the software. This reflects particularly in reporting (analytics as it is now called). Metrics are hard to find and often give different results depending on your parameters where you'd expect them to be the same. Whilst ZD is embracing AI, it feels like their support has become far more robotic, whether this is due to the AI adoption or the extreme growth of the company and solution I could not say but when contacting a human be expected to be passed around departments for different answers, and for the humans to not actually parse your entire query (for example we have been switched to a higher bill as part of a regular up/downgrade cycle of our business with little warning and on trying to get htis sorted decided switching to SUite was for us, however the quote we were sent back included talk, which is included in suite... a bit of a lack of thoroughness.) **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We will shortly be leaving Zendesk as it's previous benefits of self service, a combined platform and no need for extraneous channels are being matched elsewhere in a way which suits our business more. ### 29. Transcripts and an Easy Usage Guide—A Great Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Dorcus M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** transcripts and easy guide for usage. tracking tickets is easy and the ability to utilize everything under a single ticket is great. creating tags, intents, and creating content was easy. add users and agents is easy. I can easily reach out to our Zendesk Rep for questions when not capable getting all I need from the help desk. **What do you dislike about Zendesk for Customer Service?** creating forms is difficult and should be easier to do. would like to have more functions and capabilities within forms. integrating to other platforms is hard to come by without looking into others resources. it takes too long to get full support for complicated issues. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** getting transcripts in tickets is helpful. ### 30. Excellent tool for ticketing, but very customizable & difficult to do on your own **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2022 **What do you like best about Zendesk for Customer Service?** I heavily use their macros. Recently having some health issues. Easy to set templates and reuse. Their new ai looks interesting but not available free as on several other platforms **What do you dislike about Zendesk for Customer Service?** Faster response times. Sometimes waiting for a response I have spent several hours and resolved the issue myself. **Recommendations to others considering Zendesk for Customer Service:** use the trial wisely, they are not giving any extensions which was very hard to give a demo to the management. I had to go for flexible contract to demo the product. The product itself is excellent once you know how, Good Support is hard to come by, when you do, collect and ask all your queries. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Helping me with the setting up of the ticketing system which will help organise and make more efficient the working of the support in my organisation. Still in setup stages so cannot comment on how it has improved anything ### 31. using since 2011 **Rating:** 5.0/5.0 stars **Reviewed by:** Scott H. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is a reliable and easy-to-use customer support platform that helps streamline communication across multiple channels. The interface is clean, and the automation tools save a lot of time when managing tickets. It integrates well with other systems and scales nicely as your business grows. Overall, it is a solid solution for improving customer service efficiency. **What do you dislike about Zendesk for Customer Service?** Not been able to stop spam, lots of spam gets into Zendesk. Even if you suspend and or block the same user. Triggers are very difficult to set up to send out automatic replies, they have the placeholders and words to use but dont explain to you in an easy way how to execute when setting up triggers. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** keeping all tickets in the same thread, organised. Also can look up the same customer tickets over time. we use for customer contact. ### 32. Flexible Ticket Holds, Helpful Merging, and Reliable Caller Recognition **Rating:** 5.0/5.0 stars **Reviewed by:** Emma C. | Trust & Safety Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2026 **What do you like best about Zendesk for Customer Service?** I like being able to place tickets on hold for custom amounts of time. Merging tickets is also helpful. Caller recognition is something we use often. I work on Zendesk every day. **What do you dislike about Zendesk for Customer Service?** Sometimes it can be inelegant/difficult to switch tickets between teams. I often get inbound calls from our main customer service representatives and the ticket will automatically mark as solved when I try to take it on. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helps keep all recorded calls in one place - the trancripts help me with clarity when I am reviewing cases. ### 33. Overall A Good Experience **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Everything can be handled in one platform: calls, emails, a knowledge base, reporting, etc. It’s convenient to have all of these in the same place. In addition, it connects well with other platforms like Slack, and the side conversations feature makes collaboration easier. **What do you dislike about Zendesk for Customer Service?** It’s a bit on the expensive side. With strong competition in the market, more platforms are popping up with more attractive pricing. The agents aren’t there to help; they seem to be there to sell add-ons or unnecessary upgrades. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We can handle both email and voice tickets on the same platform, and it lets us track the history much more effectively. We used to use separate platforms for voice and emails, which made it difficult to follow an issue’s history and keep everything in one place. ### 34. Everything at your desk. **Rating:** 4.5/5.0 stars **Reviewed by:** devanshu b. | Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk provides Agentic Workspace. This workspace gives the agent a single view of the entire customer journey, including the context needed to provide personalized service like: Customer conversations. Ticket statuses. **What do you dislike about Zendesk for Customer Service?** Zendesk have some performance issues during peak usage. During peak times, real-time chat demands can strain customer service agents. Over-reliance on Zendesk’s chatbot platform may lead to misinterpretation of complex customer queries. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk was very helpful in providing a centralised or localised information from all the communication channels such as email, social media,phone etc into a single platform and provides valuable insights easily. Its automation feature helps reduce the query time of responses. ### 35. A fast, reliable and clear tool **Rating:** 4.0/5.0 stars **Reviewed by:** Tomasz F. | Client Service Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2022 **What do you like best about Zendesk for Customer Service?** Due to Skype shut off, we had to resort to Zendesk Talk. It turned out to be a very convenient change that helped us save a lot of money. **What do you dislike about Zendesk for Customer Service?** I'd like to keep the current layout (i.e. legacy setup). We tried the agent workspace, which seems to be unavoidable in the future, but the entire team preferred the current layout despite having fewer functionalities. **Recommendations to others considering Zendesk for Customer Service:** It's a powerful tool with multiple functions that make work much easier and enjoyable. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Usually, I contact ZD staff regarding minor issues, however, some of them could be tricky. On each occasion, they provided me with satisfying support and answers. ### 36. Zendesk and healthcare **Rating:** 3.5/5.0 stars **Reviewed by:** Adam G. | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** Best thing about Zendesk is the speed of the responses to the end user and the lack of downtime I have not had an issue with the site going down or going slowly and feel very happy using the product. **What do you dislike about Zendesk for Customer Service?** One thing that could improve would be the connection with the owners of the account. We have had several different CSM over our tenure with Zendesk and some have been great and some have been a bit more out of touch. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is bringing all of our problem tickets in one place and helping to gather the data we have been missing ahead of zendesk ### 37. Broad Channel Coverage and Seamless Integrations for Customer Support Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Vanshul C. | Technology Head, Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2026 **What do you like best about Zendesk for Customer Service?** Its breadth of channels coverage. We have our customer service reps team who communicates to customer on phone, WA , Emails and support tech and internal department on chat too. Another positive point for us is its integration with multiple products **What do you dislike about Zendesk for Customer Service?** It’s not really a dislike, but the high initial cost and the learning curve for a new team could be a deterrent to adoption. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use Zendesk for our customer service team to support our customers. Tickets get assigned automatically based on the blueprint you set in the portal, so they go to the right department. Customer responses are visible in the portal as well, which helps the team track the full history. ### 38. Zendesk is fulfilling our needs **Rating:** 4.0/5.0 stars **Reviewed by:** Jordy Z. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is easy to use and offers a lot of features. If something is missing, you can usually cover it with external apps or integrations. Overall, even with the basic setup, Zendesk can do it all. **What do you dislike about Zendesk for Customer Service?** It doesn’t have a standard, robust feature for SLA reporting. Reporting is available, but there’s currently no way to automatically send reports to customers that include only their own data. As it stands, customers can see all filters and all customers, which I dislike, because we end up generating each report manually every month by selecting the date/time filter and the organization filter. In my view, a customer service product today should include solid automation for SLA reporting. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helps ensure we keep the business running smoothly when it comes to SLAs, CSAT, and serving our customers. ### 39. AI-Powered Ticketing Redefined Customer Interaction **Rating:** 5.0/5.0 stars **Reviewed by:** Mahadev P. | Service Desk Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2026 **What do you like best about Zendesk for Customer Service?** Bring together customer conversations from all channels, giving agents the context they need. Access dashboards and data easily to enhance your service quality. Use your work email to smoothly connect customer emails and existing apps, and also invite team members. **What do you dislike about Zendesk for Customer Service?** Zendesk is a powerful customer service platform, but there are a few areas where it could improve. The pricing structure can become expensive as advanced features are often limited to higher-tier plans, which may be challenging for smaller teams or growing organizations. Additionally, the reporting and analytics capabilities could be more flexible and detailed to provide deeper insights into customer interactions and support performance **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk for Customer Service reliably connects us with customers from day one, resolving requests smoothly. Its AI handles 80% of ticket automation, and it unifies multiple channel support into a single workspace. ### 40. Easy to use, nice user experience, and very flexible **Rating:** 4.5/5.0 stars **Reviewed by:** Robby B. | Sr. Director of Technology, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** We've been using Zendesk for years and really like how user-friendly it is. The keyboard shortcuts make it really easy to move quickly through triaging tickets. It's fast, a great web app, and the APIs make it extremely extensible. **What do you dislike about Zendesk for Customer Service?** I wish they would focus more on integration with other tools for things like AI and provide more flexibility there instead of trying to do everything themselves. For our use cases, it doesn't really work very well with the solutions that they are building natively. Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We run a service-based business, so we do all of our customer service tickets and tracking through Zendesk. ### 41. Customizable Yet Sluggish at Times **Rating:** 4.0/5.0 stars **Reviewed by:** Rakshit W. | Happiness Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Zendesk for Customer Service?** I like that Zendesk for Customer Service is easy to customize and allows me to add apps, which is really beneficial. We can connect many of our internal tools to it, and we have the ability to add user info and direct links to user profiles directly through the Zendesk interface. There's also an app feature for generating coupons directly for the customer, and it was quite easy to onboard, which made the initial setup straightforward. **What do you dislike about Zendesk for Customer Service?** At times, it starts to hang and is slow and often requires me to clean cache or restart the browser. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I use Zendesk to manage and answer customer queries via tickets, messaging, and email. **Official Response from Zendesk Sam:** > Hi Rakshit! Thank you for the wonderful feedback! We love hearing that the team has adopted the software so naturally and that it’s delivering a reliable, user-friendly experience. ### 42. Easy for Everyone to Use, Minimal Onboarding Time **Rating:** 4.0/5.0 stars **Reviewed by:** Angelika W. | Junior PM, Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2026 **What do you like best about Zendesk for Customer Service?** It’s easy for everyone to use, which means less time spent on onboarding. **What do you dislike about Zendesk for Customer Service?** The free user guide that Zendesk offers isn’t very good. By “user guide,” I mean the feature where Zendesk lets you create and host your own user documentation within Zendesk. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It gives us a straightforward way to track customer feature requests and bugs. The Slack integration is also a nice touch, and it makes it easy to notify all the relevant people. **Official Response from Zendesk Sam:** > Hello Angelika! Thanks for the review! We love hearing that the software is easy to navigate and helps you get your work done without the hassle. We appreciate your feedback! ### 43. Effortless Ticket Management and Seamless Team Communication **Rating:** 5.0/5.0 stars **Reviewed by:** Hugo H. | Senior customer experience advocate, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2025 **What do you like best about Zendesk for Customer Service?** 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. **What do you dislike about Zendesk for Customer Service?** 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. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk has been instrumental in helping us make sure that customers receive prompt responses after their issues are escalated to the right team. Although we no longer use the voice feature in Zendesk, when we did, it worked well, though it lacked a few features we required. Despite this, we continue to rely on Zendesk as our main ticketing system, and it integrates seamlessly with Aircall. ### 44. Streamlined Our Call Center and Boosted Daily Customer Engagement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** The way we use it, it has streamlined our call center, created more efficiencies and allowed me to have associates that are more engaged with our customers on a daily basis, **What do you dislike about Zendesk for Customer Service?** It seems like we are always needing to add new feature or tool to the platform to continue improving with added costs each time. Sometimes we invest in an app and then a year later ZD acquires that company and incorporates it into the system, Can be frustrating at times. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Streamlined customer experience is a positive feature, allowing just to provide higher levels of service while creating efficincies. ### 45. Review **Rating:** 3.5/5.0 stars **Reviewed by:** Fernando B. | Servicio de Asistencias Técnicas, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2026 ### 46. Zendesk Makes Ticket Management and Customer Support Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Gabrielle B. | Customer Care, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Zendesk for Customer Service?** I like Zendesk because it helps me manage and receive tickets while assisting customers, instead of relying only on emails and phone calls. **What do you dislike about Zendesk for Customer Service?** The only thing I would say I dislike about Zendesk is that, most of the time, if their system goes down, we have to make sure to inform customers. That interruption stops our process for a period of time, and at the time we didn’t have an extra system to fall back on. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I feel that Zendesk helps customers reach out and get their tickets resolved in a timely manner. It also allows our team to keep tickets organized and stay on top of incoming requests. ### 47. Comprehensive Customer Support Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Prashant P. | Google Workspace Administrator , Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk continues to improve its platform with better automation, AI-driven support tools, and integrations. The ticket management system, shared inbox, and live chat capabilities help streamline customer communication across multiple channels. The platform also offers strong reporting and analytics, making it easier to track support performance and improve response times. Additionally, the integration ecosystem allows seamless connection with other business tools, improving overall workflow efficiency. **What do you dislike about Zendesk for Customer Service?** While Zendesk is very powerful, initial setup and advanced customization can still be complex, especially for smaller teams without dedicated administrators. Some features are spread across multiple modules, which can create a learning curve for new users. Pricing for advanced features can also become expensive as organizations scale. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk centralizes customer interactions and streamlines support workflows. This has significantly improved our response times and enhanced overall customer satisfaction. **Official Response from Zendesk Sam:** > Our team is always dedicated to finding new and innovative ways to enhance our integration, aiming to provide a more comprehensive and effective customer support solution. We value you taking the time to share your thoughts and feedback with us. Your input plays a crucial role in helping us improve and deliver the best experience. Thank you for your ongoing support and encouragement! ### 48. Fantastical Suite **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2024 **What do you like best about Zendesk for Customer Service?** - It's an all-in-one solution. - Guests can easily and quickly navigate it. - It's our one-stop solution for all support. - Plenty of integrations for our vast tech stack. - The support we are starting to get is great! - They are they leading AI platform. - Decent ROI. **What do you dislike about Zendesk for Customer Service?** - Compared to ServiceNow, there is a lot that Zendesk can learn from, however, they are quickly closing the gap. - Reporting suite is delayed, unlike ServiceNow. Again, quickly closing the gap and going beyond. - Everything is an add-on... **What problems is Zendesk for Customer Service solving and how is that benefiting you?** - Centralized location for all support needs. **Official Response from Zendesk Sam:** > Hi there! Thank you for leaving this awesome review! We're so glad to hear about the positive impact Zendesk is making for you and your team as a one-stop solution for support! If you have any suggestions or specific features you'd like to see, please feel free to share it with us here: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 49. Zendesk- Good ticketing system but tough to use **Rating:** 3.5/5.0 stars **Reviewed by:** Rohit K. | AGM- Operations, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2024 **What do you like best about Zendesk for Customer Service?** Working well on AI agents but the support/implementation takes a lot of time until and unless you pay for their pid support. **What do you dislike about Zendesk for Customer Service?** TAT still needs to be improved and their account managers should be more responsible instead of calling customers only at the time of renewal. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We have 1000+ clients and 100+ implementation specialists who work client change management requests. Zendesk provide a platform for our ticketing soultion and also gives transparency to clients by giving them access to Customer Portal via which they can check the statis of their support requests. ### 50. My experience and comprehensive review of ZenDesk Support Suite **Rating:** 5.0/5.0 stars **Reviewed by:** Olivier I. | Client services supervisor, Business Supplies and Equipment, Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2024 **What do you like best about Zendesk for Customer Service?** 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. **What do you dislike about Zendesk for Customer Service?** 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. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** ZenDesk Support Suite is solving various essential problems for our client engagement department including the Hotline and customer service team. In managing the client inquiries from various and multiple channels are being centralized in a single platform which is ZenDesk where we create categories of claims and tickets on every category. Additionally, ZenDesk is solving manual repetitive tasks and errors to automation which leads to reducing time taken for responding and SLA compliance. **Official Response from Zendesk Sam:** > Thank you for sharing your experience with Zendesk, Olivier! We’re glad to hear that Zendesk’s ability to easily integrate with other apps and to automate tasks have been a great help for your company. We understand pricing is a concern, and we're continuously working on optimizing our plans to provide the best value to our users. We appreciate your thoughts on the need for tech support intervention in some instances in setting up, and we're committed to addressing and improving these aspects to ensure a more seamless experience. If you have any further suggestions or specific features you'd like to see, please feel free to share it with us here: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ## Zendesk for Customer Service Discussions - [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) - 6 comments, 4 upvotes - [What can you do with Zendesk?](https://www.g2.com/discussions/what-can-you-do-with-zendesk) - 3 comments, 3 upvotes - [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) - 4 comments, 3 upvotes - [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) - 3 comments, 2 upvotes - [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) - 7 comments, 1 upvote - 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[Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) - [Zscaler Internet Access](https://www.g2.com/products/zscaler-internet-access/reviews) ## Zendesk for Customer Service Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Conversational AI - Conversational Commerce Platforms** - AI chatbots - Messaging and Notifications - AI agents - Voice assistants - Communication apps **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Analytics** - Trends - Performance Tracking - Email Tracking **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Platform integration - Conversational Commerce Platforms** - Ecommerce stores - Sales channels - Payment Platform - Internal tools **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Analytics and Reporting - Conversational Commerce Platforms** - Conversational analytics - Advance reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Customization - Integration APIs - Internationalization - User, Role, and Access Management - Performance - Mobility - Reporting - Dashboards **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Workforce Management Platform Features** - Labor Forecasting - Shift Scheduling - Time & Attendance Tracking - Absence & Leave Management - Skills Management - Succession Planning - Workforce Analytics - Self-Service Capabilities - Mobile Shift Scheduling - Team Communication **Automation** - Customer Interaction Automation - 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