--- title: Zendesk for Customer Service Reviews meta_title: 'Zendesk for Customer Service Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 6989 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: 6989 scale: '5' date_modified: '2026-07-01' 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:** 6,989 ## 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 appreciate the **ease of use** in Zendesk, noting its seamless integration and efficient workflow enhancements. (526 reviews) - Users value the **centralized communication and automation features** of Zendesk, enhancing response times and operational efficiency. (395 reviews) - Users value the **fast and organized customer support** provided by Zendesk, enhancing efficiency and response times. (286 reviews) - Users appreciate the **ease of use** of Zendesk, finding navigation and email communication convenient and efficient. (274 reviews) - Users value the **efficient ticket management** in Zendesk, enhancing collaboration and tracking customer queries seamlessly. (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 the **missing features** in Zendesk limiting, impacting usability and customization options considerably. (216 reviews) - Users find **limited features** in Zendesk, particularly with ZD Sell, impacting ease of use and customization. (180 reviews) - Users find the **steep learning curve** of Zendesk's advanced features can be challenging for those lacking technical expertise. (179 reviews) - Users find **limited customization** options frustrating, as it requires considerable time and understanding to optimize Zendesk. (158 reviews) - Users find Zendesk's **complexity and learning curve** challenging, especially for first-time users navigating advanced features. (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. Zendesk Ticketing and Guide **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2022 **What do you like best about Zendesk for Customer Service?** Love seeing color changes based on the status of tickets as well. This makes it easier to see what needs immediate attention **What do you dislike about Zendesk for Customer Service?** Ability to minimized previous replies. This would come in handy when the conversation gets copied to the reply and then you have to scroll forever to see other messages if needed. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** A central location to handle support requests and also a guide for us to create internal documentation on resolving issues ### 2. Robust tool but adding so much AI **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Zendesk for Customer Service?** I do appreciate the email notifications sent to administrators about product updates. **What do you dislike about Zendesk for Customer Service?** I am really not a fan of AI services being turned on by default and then as an admin having to turn them off after. We leverage AI in many parts of the business, but we don't want it crammed into our customer service tooling. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Customer support is robust ### 3. Great Support Tools All in One Place **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Zendesk for Customer Service?** It has also been integrating a lot of AI tools like CoPilot and Grammarly to help with summaries and writing clarity. **What do you dislike about Zendesk for Customer Service?** Nothing has changed as I've gotten better with it and using the additional AI attachment tools. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is solving the management of customer support and service, and it is a benefit as it is all organized very well in one place, where multiple teams can view specific customer issues and requests. **Official Response from Zendesk Sam:** > Thank you for your feedback! Feel free to reach out to our support team whenever you have any trouble accessing your Zendesk instance. We appreciate your support and we look forward to making your experience with us even better! ### 4. Good Product **Rating:** 4.0/5.0 stars **Reviewed by:** Heather G. **Reviewed Date:** May 12, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is easy to use and straightforward, and it’s also simple to train new agents on. I also appreciate that Zendesk is always making improvements. **What do you dislike about Zendesk for Customer Service?** I wish there were more pricing platform options. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Quick and effective responses to customers. ### 5. Great support platform ! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** July 05, 2022 **What do you like best about Zendesk for Customer Service?** I haven’t been working with Zendesk for a few months now, and I miss it. It’s a great platform and very easy to use. **What do you dislike about Zendesk for Customer Service?** I don’t have any other points to add. Zendesk is already very comprehensive. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** This has helped us to give much better service to our customers. We can respond quickly due to macros and automations. Also, it is easy to implement once the basic knowledge is acquired. ### 6. Zendesk has so many great features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Manufacturing **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is a trendsetter for keeping up with the latest technology **What do you dislike about Zendesk for Customer Service?** If you have an issue you have to open a ticket and wait for an email and that could take 2 or 3 days when you need help now **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is making it easier through technology to be able to keep knowledge up to date and relevant ### 7. Excellent Customer Service Tool with Intuitive Interface and Powerful Analytics **Rating:** 4.5/5.0 stars **Reviewed by:** matias d. | CRM & Lifecycle Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 05, 2026 **What do you like best about Zendesk for Customer Service?** This is a great customer service tool that features an easy-to-use interface, making it accessible for new users. The analytics provided are also excellent. **What do you dislike about Zendesk for Customer Service?** The tool has not yet made significant use of AI to enhance daily tasks or provide valuable insights. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** This tool is essential for all customer service teams, as it helps us manage tickets and handle complaints from our users. ### 8. While the experience was nice, there is a definite need for improved human interaction with users. **Rating:** 3.0/5.0 stars **Reviewed by:** Emanuele P. | Administrator, Computer Networking, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Zendesk for Customer Service?** I didn't have the opportunity again to deal with Zendesk for Customer Service but I would say that it has a good vision for the future. **What do you dislike about Zendesk for Customer Service?** Can improve the complaint management when it comes to urgent tasks. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It solved many of my concern, for example while working and having doubts about a policy. I wrote to the support chat and I had direct link to guidelines and the info I require. ### 9. Zendesk has been a go to for our operation **Rating:** 4.5/5.0 stars **Reviewed by:** Dylan C. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 20, 2026 **What do you like best about Zendesk for Customer Service?** It allows me to easily message and respond to our clients via the intuitive platform. We also use Zendesk for our help center, which is incredibly easy to operate. **What do you dislike about Zendesk for Customer Service?** Sometimes I am unable to log into the application from the normal login screen and I need to re-route to a different URL. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Easily communicate with our customers to ensure quick responses to their questions/issues. ### 10. Easy to Use with Lots of Useful Features **Rating:** 5.0/5.0 stars **Reviewed by:** Cathy D. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** Easy to use and lots of useful features, easy integration. **What do you dislike about Zendesk for Customer Service?** Sometimes it's hard to find the information since there are so much. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Macro templates help providing consistent response. Data tracking is easy with categorization. ### 11. Support System of handling millions of customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Arun K. | Quality Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Zendesk for Customer Service?** Introduced AI in the product its helping to solve the queries fastly **What do you dislike about Zendesk for Customer Service?** UI and UX are modrenised and shortcuts are keys are introduced **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Handling Customers via Tickets, Easy to Solve immediates via Chat. **Official Response from Zendesk Sam:** > Hey Arun! We appreciate you taking the time to leave a review! We appreciate your feedback and we're always doing our best to improve our service! Thank you for your support and we look forward to making your experience with us even better! ### 12. All Customer Emails, Chats, and Calls in One Organized Dashboard **Rating:** 5.0/5.0 stars **Reviewed by:** Ayushmaan N. | Sales Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2026 **What do you like best about Zendesk for Customer Service?** It is great because it pulls all your customer emails, chats, and calls into one organized dashboard so your team doesn't lose track of anything. **What do you dislike about Zendesk for Customer Service?** The pricing can be a real headache because the best features are often locked behind expensive add-ons. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Basically, it fixes the mess of scattered customer emails and chats by putting everything in one place, so you can stop asking people to repeat themselves ### 13. Powerful Zendesk Features for Growing Support Teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Zendesk for Customer Service?** I like best how easy Zendesk is to use and how it keeps all customer conversations organized in one place. It helps teams respond quickly and stay efficient. **What do you dislike about Zendesk for Customer Service?** Zendesk can be expensive, especially for smaller teams. Some advanced features require higher-tier plans, and the setup can feel complex at first. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps organize and manage customer inquiries in one system, reducing missed messages and delays. This improves response times, keeps communication clear, and makes it easier to provide consistent customer support. ### 14. All in one customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Rahul S. | Senior Client Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 22, 2022 **What do you like best about Zendesk for Customer Service?** Zendesk customer service interface has changed and improved a lot over time. In my opinion, it's best tool in the market, specially because of their new AI features and for the vast integration is has. **What do you dislike about Zendesk for Customer Service?** It's amazing, just that sometimes support reply is delayed but they are humans after all. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use Zendesk to automate various functions of our business. We also use it to maintain our knowledge base. ### 15. Streamlines customer requests, development roadmap, and help resources **Rating:** 5.0/5.0 stars **Reviewed by:** Brittney L. **Reviewed Date:** March 20, 2026 **What do you like best about Zendesk for Customer Service?** The ability to customize macros, triggers, and automations to fit our unique processes and ensure tickets aren't falling through the cracks **What do you dislike about Zendesk for Customer Service?** The reporting is helpful, but advanced, so it can be a challenge to set up for custom reporting needs **What problems is Zendesk for Customer Service solving and how is that benefiting you?** On the software development side, it allows us to categorize our customer requests and escalate to the development team to maintain communications ### 16. Great way to organize help desk tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Dan P. | Technology Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about Zendesk for Customer Service?** We are loving the unified interface that gives agents full customer context—including previous interactions—without needing to switch screens. **What do you dislike about Zendesk for Customer Service?** Better showing how AI can be combined with Zendesk. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Creating a ticketing system. **Official Response from Zendesk Sam:** > Thank you for the awesome review, Dan! If you have any questions or clarifications about navigation, you may check out our Community Forum: https://support.zendesk.com/hc/en-us/community/topics We hope this helps! ### 17. Zendesk is everything you need all in one place **Rating:** 4.5/5.0 stars **Reviewed by:** Kyle F. | Support Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** The fact that Zendesk covers all bases, where you can manage customer support, knowledgebase and AI agents. **What do you dislike about Zendesk for Customer Service?** Nothing I can think of, they are constantly adding new features. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is ever evolving, with the advent of AI Zendesk has quickly span up AI functionality and gives the tools directly without needing to create your own solutions. It works out of the box. ### 18. Customer Care Director **Rating:** 5.0/5.0 stars **Reviewed by:** Vernon R. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 20, 2026 **What do you like best about Zendesk for Customer Service?** Ease of use, consistent feature updates, support online **What do you dislike about Zendesk for Customer Service?** Enterprise solution, so can be intimidating for small business without training, agent seat price per month **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Omni-channel support for worldwide clients and their customers ### 19. Excellent platform for supporting your customers **Rating:** 5.0/5.0 stars **Reviewed by:** Wiktor W. | President & CPO, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about Zendesk for Customer Service?** Solid user experience, reliable, no downtimes, high customizability. Built-in knowledgebase, and good support for templates & cross-team collaboration. Fair pricing, allowing to give access to a large team via light agents. **What do you dislike about Zendesk for Customer Service?** More statistics - i.e. the ability to log/track in details the time spent on every customer (request) would be a nice. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Supporting customers via email. Typically providing technical support requests about our products (such as CKEditor 5). **Official Response from Zendesk Sam:** > This is music to our ears, Wiktor! We're glad to hear your thoughts and feedback. Our team is always for ways to improve our products and services. Visit our community page to know more about the latest forum and product updates: https://support.zendesk.com/hc/en-us/community/topics ### 20. A Great Way to Support and Work with Customers **Rating:** 4.0/5.0 stars **Reviewed by:** Josh L. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** Great way to support and work with customers **What do you dislike about Zendesk for Customer Service?** does not sync with our products well - would like more integration **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is a way for our customers to communicate with us ### 21. Zendesk is great for a larger business that has lots of support requests. It helps tickets stay organized and monitor stats around customer support. **Rating:** 3.5/5.0 stars **Reviewed by:** Thomas W. | COO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2023 **What do you like best about Zendesk for Customer Service?** As our team has grown, Zendesk has helped us stay on top of customer support requests. **What do you dislike about Zendesk for Customer Service?** Cost still remains pretty high. The value is there, but as a small business, it is something. That we are monitoring. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It was solving the problem of keeping all of our support tickets in one place. ### 22. Centralized, Efficient Ticketing That Helps Teams Deliver Faster Support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** Is how it centralizes customer conversations and makes ticket management more organized and efficient. It helps agents stay on top of requests, collaborate more easily, and deliver faster, more consistent support. **What do you dislike about Zendesk for Customer Service?** It can sometimes feel overly complex, especially when managing workflows, automations, or customizations. While it’s powerful, there can be a learning curve for agents who only need a simpler, more streamlined support setup. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is solving the problem of scattered customer communications and inefficient ticket handling. It helps us keep all support requests organized in one place, improve response and resolution times, and maintain more consistent service. ### 23. Great for Customer Support Teams **Rating:** 4.0/5.0 stars **Reviewed by:** Lara C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** It's Great for customer support teams, really intuitive **What do you dislike about Zendesk for Customer Service?** Some basic features don't seem to exist but with the new AI enhancements will be fixed **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Easy to manage through multiple teams ### 24. Zendesk Enhancing Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Almir B. | Technical Operations Specialist, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 23, 2024 **What do you like best about Zendesk for Customer Service?** Zendesk Support Suite has completely transformed how I handle customer support. Before using it, managing emails, chats, and social media across different platforms was overwhelming. Now, everything is centralized, making daily tasks much easier. It was quick to implement and incredibly easy to use, even for less tech-savvy team members. We rely on it daily, and the automation features—like triggers and macros—save us a lot of time. The platform offers a wide range of features and integrates effortlessly with tools like Slack and our CRM. Plus, Zendesk’s customer support has been consistently responsive and helpful. **What do you dislike about Zendesk for Customer Service?** While Zendesk offers a ton of powerful features, it can definitely feel a bit overwhelming at first—especially for smaller teams or those just getting started. There’s a bit of a learning curve, and it can take some time to figure out which tools you actually need and how to configure them effectively. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk solved the chaos of juggling support across email, chat, and social media. Now I manage everything in one place, which saves time and keeps me organized. The automation tools are a lifesaver, and the reporting helps me stay on top of performance. ### 25. Zendesk support Suite **Rating:** 4.5/5.0 stars **Reviewed by:** Anshu K. | Product specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk is support providing tool by which we can handle customer query and provide proper support and make conversation over mails or create ticket . it also ticket creating tool. we can also run multiple type of calling like auto calling, predective calling , and call blast. **What do you dislike about Zendesk for Customer Service?** Some adance features are avaliable on suscription based either montly or annually. it also reuire technical person to handle or fisrt time integrate with other dialer. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** By using zendesk we can handle customer requests by solving therir problems and creating tikcets whick make records of our customer support. These record are used for audit purpose in future by other admin account. ### 26. Excellent, Comfortable and Quick **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2023 **What do you like best about Zendesk for Customer Service?** AI Tools work really well meanwhile it adapts to your specific industry. Reports and Dashboard got way better as well. **What do you dislike about Zendesk for Customer Service?** To be more detailed in updates, we need more flexibility on what the updates do, how are they customized, etc. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Communication with customers, live chat, ticketing system, and reporting the work of our agents and their workflow as well, really useful and performance has been improving. ### 27. Zendesk Support Suite has been a game-changer for our customer service team. Highly recommended! **Rating:** 5.0/5.0 stars **Reviewed by:** Kashish S. | QA, Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk improved how tickets are routed and handled **What do you dislike about Zendesk for Customer Service?** If you can make the interface a bit smoother **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite is helping us centralize all customer interactions across email, chat, phone, and social media into one unified platform. Before Zendesk, our support team struggled with disorganized communication. ### 28. Fast, Easy Interactions with Clear Communication and Smooth Handoffs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2026 **What do you like best about Zendesk for Customer Service?** Fast, easy interactions. Even for issues that required escalation, there was clear communication between staff and a smooth handoff. **What do you dislike about Zendesk for Customer Service?** As a former Oracle customer, I don’t have anything negative to add at this time. It’s nice dealing with a company that’s focused on customer service. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** For us, this is an easier-to-manage customer care application with generative AI that currently handles about 80% of our chat interactions. It helps our agents respond faster and makes customer interactions through the application smoother and easier overall. **Official Response from Zendesk Sam:** > Hello there! Thank you for sharing you feedback with us. We are committed to delivering top-notch service, and we’re glad we could deliver that for you. ### 29. Effortless Team Collaboration Made Simple **Rating:** 5.0/5.0 stars **Reviewed by:** Vishnu P. | DevOps Engineer, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2026 **What do you like best about Zendesk for Customer Service?** What I like most is easily crossing work with teams. **What do you dislike about Zendesk for Customer Service?** As of now, I haven't faced any issues in using this software. All looks good for now. Just make UI more user friendly. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Its AI agent which track down the tickets and got update easily.Which helps to get update the tickets as required. **Official Response from Zendesk Sam:** > Hello Vishnu! Thank you for the great review! We are committed to providing top-notch support tools and service! ### 30. Zendesk support is kinda slow sometimes, but helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Julie Fernanda G. | Senior Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2022 **What do you like best about Zendesk for Customer Service?** I still love the platform and their support. **What do you dislike about Zendesk for Customer Service?** I think that Zendesk offers way too many features that sometimes are all mixed in and are too hard to understand. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It benefits me because I'm a Zendesk user and whenever I have a problem regarding tickets, the platform itself or other apps that are connected to our Zendesk account, the Support team always helps us out. ### 31. Competition For Freshdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Godfrey J. | Onboarding Specialist, Insurance, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Zendesk for Customer Service?** We have implemented a dashboard to track SLAs and breach in response time **What do you dislike about Zendesk for Customer Service?** Emailing people with upcoming breaches in SLAs, which was previously mentioned as well. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is a cost-effective alternative to Freshdesk, that facilitates not only customer-to-customer communication but internal communication as well. The multi-tab functonality adds a nice touch to those who wish to have all priority communications scheduled in order to action. ### 32. Solid support desk offering **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Zendesk for Customer Service?** My experience improved because Zendesk has continued to be reliable and easy to use day to day. The ticketing workflow is clear, reporting is straightforward, and it helps keep customer queries organised across the team. It has become more valuable over time as we’ve used more of its features and embedded it further into our support process. **What do you dislike about Zendesk for Customer Service?** Support can still occasionally be slower than ideal, and some advanced configuration or admin tasks can feel more complex than they need to be. Pricing can also become a consideration as more features are added. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Keeping all of our clients in the same portal **Official Response from Zendesk Sam:** > Hello! 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! ### 33. Experience was not just highly informative but also practical. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** It has allowed us to solve for a number of internal process efficiencies and productivity. **What do you dislike about Zendesk for Customer Service?** Creating solutions within Zendesk can sometimes be a challenge when features are spread out in different tabs that sometimes don't feel cohesive. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Most recent solution is creating a proactive communication to our Customers regarding their returned products. ### 34. Outstanding Support Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Richard A. | Coordenador de Operações - Projetos, CX e Planejamento, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** The support the staff provides makes me feel valued and important. **What do you dislike about Zendesk for Customer Service?** The new options would make me consider switching away from Salesforce. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I reduced my human calls ### 35. Zendesk Makes Customer Communication Easy and Simple **Rating:** 5.0/5.0 stars **Reviewed by:** Sfundo D. | Sales Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk makes it it easier to communicate with customers whether via emails or chat. It makes it easy and simple. **What do you dislike about Zendesk for Customer Service?** Sometimes you might lose tickets that you have worked and you cannot keep up to see how many tickets you have worked in a day. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk sends email on time and the customer receives communication on time regarding the service being provided. ### 36. Just an amazing tool to work with. **Rating:** 5.0/5.0 stars **Reviewed by:** Idda M. | compliance analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk Support Suite is a powerful customer service platform known for its user-friendly interface, omnichannel support, and strong automation features. It unifies customer interactions across email, chat, phone, and social media, making it easy for agents to manage conversations. The suite is highly scalable, integrates well with other tools, and offers rich reporting and analytics. Its built-in help center supports self-service, while customization options allow businesses to tailor workflows and branding. With strong security features and global capabilities, it's a solid choice for companies of all sizes. **What do you dislike about Zendesk for Customer Service?** Nothing at all, Zendesk Support Suite is absolutely perfect. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite solves issues like fragmented communication, repetitive tasks, and lack of visibility by unifying all support channels, automating workflows, and offering real-time insights. This leads to faster responses, higher agent productivity, and a smoother, more efficient customer experience. ### 37. Cool, Minimalist UI That’s a Joy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Marius-Alexandru O. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2026 **What do you like best about Zendesk for Customer Service?** the fact that it looks cool, minimalist and the user interface **What do you dislike about Zendesk for Customer Service?** I don't know, maybe the reporting side, it can be more easy to use. or understand. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** all type of issues, I was working on customer support, and it is a fast tool. he can solve all the issues a customer is having. ### 38. Seamless Integration and Effortless Team Collaboration **Rating:** 4.5/5.0 stars **Reviewed by:** Aseenah R. | Technical Support Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Zendesk for Customer Service?** The fact that you can incorporate it into the other support tools, such as Zoho and Salesforce..The easiest of the threads between the Project Management and the team. You can prioritize tasks, while tracking the work of the other members of the project. **What do you dislike about Zendesk for Customer Service?** Zendesk and Mailchimp are not well-aligned for selective outbound notifications. Zendesk does not treat customers as a clean, permission based mailing list. Mailchimp requires that structure. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is cutting down response time, as well as tracking the progress of other team members who may have taken ownership of a ticket, and you are working on it too. ### 39. Tracking Agent Replies: Helpful, but Could Be Improved **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** Tracking agent replies in the day to day. **What do you dislike about Zendesk for Customer Service?** Tracking agent replies using past months knowledge **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is solving for volume which is helpful for our influxes ### 40. Easy to use and effective. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Being able to manage and triage tickets efficiently and creating personalized triggers that fit our environment. **What do you dislike about Zendesk for Customer Service?** Currently it is difficult to see from an analytics standpoint where our trends for our most popular ticket types are. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The EAP for task lists was helpful. Adding Copilot is also useful as well. ### 41. Best tool to monitor Service Tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Madhusudhan M. | Specialist - Package Implementation, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Zendesk for Customer Service?** you can easily monitor, assign and move service tickets than before with newly user friendly interface. **What do you dislike about Zendesk for Customer Service?** Customer support Service is very good now, it's doing great..!! **What problems is Zendesk for Customer Service solving and how is that benefiting you?** CRM related it is very helpful and we can easily use of this tool, it is very easy to integrate also. Options placed all in one place which makes our job easy. **Official Response from Zendesk Sam:** > Hey Madhusudhan! 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! ### 42. Easy to use and effective **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2023 **What do you like best about Zendesk for Customer Service?** Zendesk continues to be a thought leader in the space and, from my perspective, is the gold standard for a customer support platform. **What do you dislike about Zendesk for Customer Service?** I don't have anything additional to add here. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Our knowledge base is a key driver in ticket deflection and supporting self-serve and scalable growth. It's easy to use for both internal users and customers, search optimized, and customizable. ### 43. Streamlined Support Operations with Great Integration Features **Rating:** 4.5/5.0 stars **Reviewed by:** Devyanish K. | Consultant - Tech Consulting, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk Support Suite excels at centralizing customer communication across email, chat, social media, and voice into a single, unified platform. The ticketing system is intuitive and customizable, making it easy for support teams to prioritize, assign, and resolve queries efficiently. **What do you dislike about Zendesk for Customer Service?** The pricing model can get expensive for smaller teams, especially when scaling up or integrating add-ons. Some features, such as advanced analytics or reporting dashboards, require a higher-tier subscription. Additionally, the initial setup and customization might require some technical assistance for non-technical users. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite helps streamline customer support interactions by offering a centralized platform that integrates live chat, chatbots, and support tickets. It significantly reduces response time and improves resolution efficiency. The AI-powered chatbot feature handles a wide range of Tier-1 queries, freeing up agents for more complex issues, thus increasing team productivity. **Official Response from Zendesk Sam:** > Thank you for taking the time to share your thoughts about our streamlined support operations and the integration features, Devyanish. We appreciate your feedback and kind words. Your encouragement serves as a great source of motivation for our team, inspiring us to continue enhancing our support and services to better meet your needs and expectations. ### 44. Zendesk Support is a top tool and has been for years! **Rating:** 5.0/5.0 stars **Reviewed by:** Ricardo A. | Director Of Ecommerce, Retail, Enterprise (> 1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Zendesk for Customer Service?** If has everything you need for taking care of customers and has continued to evolve with the times to be even simpler and easier to do things. **What do you dislike about Zendesk for Customer Service?** Be wary of the configuration and setup of the tool. It can get complicated. If you are hiring the tool be clear on the involvement of the sucess manager. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Handling all consumer facing questions ### 45. Best Support ticketing tool ever **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Product engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Zendesk for Customer Service?** The interface is one of the best and cleanest I have ever seen, I have used salesforce and many other ticketing tool but Zendesk is way ahead in terms of its interface. And you can link any ticket, customize your views and see various details in the tickets. **What do you dislike about Zendesk for Customer Service?** There isn't much that I can say here, not sure if I hate anything as I said I love this tool for sure. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I think Zendesk has clean UI which helps to learn its tool in few hours, and also it has a feature where you can actually view the person or user editing the ticket, viewing the ticket or number of views from the support team which I find most attractive feature ever, so that there is no confusion about whos working on the ticket. **Official Response from Zendesk Sam:** > We truly appreciate you sharing your thoughts about Zendesk, Rahul. Your kind words mean a great deal to us, and they serve as a valuable source of encouragement. We will take your feedback to heart and use it as a foundation to continue enhancing our services and improving our platform moving forward. Thank you once again for your support and trust in Zendesk. ### 46. Enjoying the fetures we can build for ZD **Rating:** 4.0/5.0 stars **Reviewed by:** Dale S. | Community manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** We’re building our own apps within the Zendesk ecosystem to help us provide support more efficiently. **What do you dislike about Zendesk for Customer Service?** I would say the only thing we dislike is the use of AI features are behind paywalls, I think some features should be free. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It allows us to contact our players and provide them with the best possible support. ### 47. Glitchy and Cumbersome Login Despite Handy Tabbed Ticket Views **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Zendesk for Customer Service?** I really like that tickets open as individual tabs within the application. In many other CRM tools, they open in a separate browser window, and that can cause issues. **What do you dislike about Zendesk for Customer Service?** It can be glitchy, and logging in is cumbersome. We have to click through several screens just to connect Amazon Connect to the Zendesk application. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It gives us room to grow as a company while still keeping us up to date with AI in the CRM workspace. ### 48. Clean, Easy Knowledge Capture—But Admin Setup Takes Time **Rating:** 3.5/5.0 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?** Clean interface, really easy to capture knowledge and reference internally and externally. **What do you dislike about Zendesk for Customer Service?** Hard to set up from an administrator perspective because there are lots of options. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Tracking and monitering incoming help tickets from our customers. Before we used Zendesk it was the wild wild west. Now we have tracking, reportability, and a clearer understanding and ability to solve customers issues and concerns. ### 49. Consolidate the attention on a single platform and scale the excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Florencia P. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** Consolidate care services on a platform that allows scaling excellence **What do you dislike about Zendesk for Customer Service?** There could be more frequent updates for some services. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Centralize the care experience ### 50. Effortless, Secure, and Accessible Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Nadine H. | Customer Support Specialist, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Zendesk for Customer Service?** Easy to use, secure and accessible, has all the needed features **What do you dislike about Zendesk for Customer Service?** Can sometimes get confusing for first time users **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is fully customizable, and puts all your customer service needs in one place, can be used for calls or live chats and saves you the hassle of multiple platforms ## 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 - [View Zendesk for Customer Service pricing details and edition comparison](https://www.g2.com/products/zendesk-for-customer-service/reviews?page=9§ion=pricing&secure%5Bexpires_at%5D=2026-07-01+16%3A02%3A01+-0500&secure%5Bsession_id%5D=98a835dc-4f5a-45ce-8e94-e3acf060c5dd&secure%5Btoken%5D=892d59bf1461346eff088f1c3f5b928d57437a3845c0d27aceee841583cd7524&format=llm_user) ## Zendesk for Customer Service Integrations - [8x8 Work](https://www.g2.com/products/8x8-work/reviews) - [Active Directory Domain Controller 2019](https://www.g2.com/products/active-directory-domain-controller-2019/reviews) - 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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 - 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 - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Zendesk for Customer Service Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,709 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,842 reviews) - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,251 reviews)