--- 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: '2026-07-06' 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. 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 ### 2. Effortless Customer Support and Organization with Zendesk **Rating:** 5.0/5.0 stars **Reviewed by:** Hana A. | Operations associate, Mid-Market (51-1000 emp.) **Reviewed Date:** December 24, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk is user-friendly and consolidates all customer requests in a single location. Its automation features, macros, and ticket management tools enable teams to respond more quickly and maintain organization. Additionally, the reporting functions offer valuable insights into overall performance. **What do you dislike about Zendesk for Customer Service?** Zendesk can become expensive as you add more features and users, and I find that some of the advanced settings are not particularly intuitive. Additionally, the reporting and customization options may seem restricted unless you opt for one of the higher-tier plans. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps solve the challenge of managing a high volume of customer inquiries across multiple channels by centralizing everything into one ticketing system. This improves response times, keeps requests from being missed, and makes it easier to collaborate as a team, resulting in better customer satisfaction and more efficient support operations. ### 3. Zendesk turns support from a reactive inbox into a structured, trackable, and scalable operation. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk played a key role in streamlining the intake and handling of case requests. It helps centralize the case management workflow, incorporate automation, macro flows and SLA makes it robust and must have tool. It helped efficiently triage incoming tickets, convert them into structured cases, and apply prioritization based on urgency and impact. This ensured that nothing slipped through the cracks, improved visibility across the queue, and allowed the team to focus on the most critical issues first rather than reacting in a purely ad hoc manner. Zendesk easily integrates with other tools such as Salesforce which is helpful, so that the teams need not move to different system to view the account details and context. For customer experience teams, this is a day-to-day tool that helps reduce the inbound volume. The Knowledge base, FAQ guides and AI powdered suggestions are very easy to implement without any dev support. **What do you dislike about Zendesk for Customer Service?** Zendesk gets the job done, but it lacks innovation. I used Zendesk for 4 years and I don't recall any compelling innovations happened during that time. It is very stable tool at its core and hardly had a down time. However, the UI still feels like from 90's and very unappealing. Additionally, it can become messy pretty fast without a tight governance, duplicate automations will start conflicting and no one knows which rule is doing that. Reporting is not very intuitive and there is a steep learning curve. Simple questions can take a long time to anwer and the team ends up taking export to work outside of Zendesk. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helped bring structure to customer requests and, in doing so, eliminated the shared inbox chaos. Customer queries come from everywhere - emails, chats, websites, forums, and more and Zendesk pulls them into a single ticketing system with clear ownership. With Zendesk, response and resolution times become more predictable, which helps build customer trust. The self-service option is also very helpful for deflecting volume, so the support team isn’t stuck answering the same question 100 times when customers can help themselves. ### 4. Excellent, transparent service **Rating:** 5.0/5.0 stars **Reviewed by:** Holly T. | Team Lead, Customer Support **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** I’ve been really liking all the recent updates and features **What do you dislike about Zendesk for Customer Service?** Advanced AI is difficult to configure and impossible to do self-service. More guidance, support and training are needed but I also think that we need to have better no code solutions and field mapping available to be able to route and escalate requests more easily. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Despite a long ramp up process Zendesk is resolving a good number of cases before they start, though I’m not sure if it’s beating out legacy article suggestions. ### 5. Sleek and Efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** The most helpful feature about Zendesk for me as an agent is the ability to contact a consumer either through email, text, or phone. Also, when someone is live chatting you can see their other contacts, the page they're on, as well as any order information. **What do you dislike about Zendesk for Customer Service?** On my wishlist is the ability to text someone even if that wasn't their first form of contact. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is solving the issue of consumers having multiple profiles with the same complaint, even when they are using a different email. It's also helping connect us with our call center since they are also using it. They can now see tickets and what actions have or haven't been done instead of asking us and waiting for an answer. This frees the core team up to stay focused and working. ### 6. Has been a very helpful tool. Missing a few features. **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah G. | Web Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 04, 2023 **What do you like best about Zendesk for Customer Service?** I see that Zendesk has now made some strides towards making its ticketing service more ITSM friendly by allowing you to track IT assets. Although I see this feature hasn't rolled out its a good step for them to enter other customer service markets. **What do you dislike about Zendesk for Customer Service?** Reporting features need to be improved and the ability to export data quickly for further data analysis **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It's solving the lack of data we have within our customer service team. It exposes the areas we need to improve throughout the company by allowing us to see valuable feedback from our customers. ### 7. Reliable and Straightforward Solution That Just Works **Rating:** 4.5/5.0 stars **Reviewed by:** Chris M. | Senior Digital Analytics Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 14, 2025 **What do you like best about Zendesk for Customer Service?** I like Zendesk because it’s reliable and pretty straightforward. It’s well-established in the industry, has the core features most teams need, and generally just works without much fuss! **What do you dislike about Zendesk for Customer Service?** I’d say the downside is that it can feel a bit rigid at times. Some things are harder to customise than you’d expect, and a few parts still feel like older legacy bits bolted on. It does the job, but there are moments where you wish it was a bit more flexible and modern under the hood. For example, some of the admin settings feel weirdly buried, and things like setting up more complex workflows or automations can be clunky unless you know exactly where everything lives. The reporting side is also quite limited unless you pay for the higher tiers, and sometimes the interface still has that mix of old and new screens that don’t feel consistent. None of it’s deal-breaking, but it does make the platform feel a bit dated in places. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It basically helps bring all the customer conversations into one place so things don’t get missed. It also gives teams a consistent way of working, which cuts down on faff and makes it a lot easier to track what’s actually going on. For me, the benefit is mainly visibility and speed, you can see who needs help, what’s overdue, and where the bottlenecks are without digging through different systems. ### 8. Organized Email History That Makes Finding Anything Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Alyxandria F. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** We’re able to locate older emails from previous customers, and I really love how organized everything is. It makes it easy to find anything and everything we need whenever we need it. **What do you dislike about Zendesk for Customer Service?** Calls sometimes drop, and our customer service number occasionally shows up as spam. Other than that, I haven’t had any issues. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helps us locate a problem customer or find hot items we need to do an exchange for. Everything stays in one place, so it’s easy for the whole team to quickly find the details. ### 9. Easy to set up, does what it says on the tin! **Rating:** 4.0/5.0 stars **Reviewed by:** Chandni B. | Global Head Of Member Happiness (CX), Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2024 **What do you like best about Zendesk for Customer Service?** Very user friendly with the marketplace and native apps. Rolling out a lot of new features to do with AI, automation and UI. **What do you dislike about Zendesk for Customer Service?** More proactive account management to ensure best utilisation of the tool **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It allows all our channels to be housed under one platform from chat, email, web form, voice, social, whatsapp within one interface which is easy for the agent to use. As a business with talk being only 5% of contact, this works for us however as a larger business I don't believe this will scale up with IVR as required. **Official Response from Zendesk Sam:** > Hey there! Thanks for taking the time to leave this amazing review! We're glad to see that Zendesk supports you in more ways than one! Feel free to send us any more feedback or suggestions via the link below. https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 10. Strong Platform for HOA Customer Service & Accountability **Rating:** 4.5/5.0 stars **Reviewed by:** Sean M. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk helps our team stay organized, accountable, and responsive by centralizing communication, tracking tasks, and improving follow-up with our communities and homeowners. **What do you dislike about Zendesk for Customer Service?** I think its pricey, but has definite value. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps us manage high volumes of homeowner communication, track accountability, and ensure timely follow-up. It has improved organization, response times, transparency, and overall customer service across our communities. ### 11. Invaluable Daily Workflow Tool with an Intuitive, Thoughtfully Designed Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk has become invaluable to my day-to-day workflow. The interface feels thoughtfully designed, and its features are fairly easy to understand, even for users who are new to the platform. **What do you dislike about Zendesk for Customer Service?** I’d have to say my main issue is that I can’t merge tickets without manually clicking the option about whether the requester is notified. I never want the requester to be notified when a ticket is merged. That option should be unchecked by default, and only checked if you actually want to notify the user. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helps me efficiently manage our inbound ticket requests. ### 12. Simple and Effective **Rating:** 5.0/5.0 stars **Reviewed by:** Aldren A. | Team Leader and Admin, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** What I like the most is the fact that you can organize tickets the way you like, create triggers and automations that suits the business needs, and if you are more technical person, connect your projects through API. I personally like the part that they allowed us to keep our legacy plan. **What do you dislike about Zendesk for Customer Service?** If they can improve the updating of data storage report, it will be a great improvement. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Escalations, by using a field we created we can handle urgent tickets such as escalation tickets and respond accordingly. ### 13. Mitigate risk and escalate urgent issues quicker than ever **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah A. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2026 **What do you like best about Zendesk for Customer Service?** It's super easy to search a key word or ticket number and find the ticket history between the customer and tech support. At my last company I loved how CSMs could receive zendesk submissions automatically by being bcc'd to threads. We don't have this set up yet in my current company. As a CSM I used Zendesk often especially to help troublehoot or prep for upcoming calls. **What do you dislike about Zendesk for Customer Service?** It can be hard to search by a customers email or search by a customer's account name. That's why I usually submit tickets on behalf of my customers so that I can add the company name to the subject line. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is essential for managing support tickets and helps our internal support team prioritize tickets and generate JIRA tickets for any bugs. ### 14. Quick to help when needed **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2022 **What do you like best about Zendesk for Customer Service?** The customer service team is always very prompt and friendly with responses when we open a support ticket. Additionally, we have had a success manager who checks in with us which is appreciated. **What do you dislike about Zendesk for Customer Service?** No issues with the customer service team. Keep up the great work! Thank you for all you do. **Recommendations to others considering Zendesk for Customer Service:** Zendesk has improved our response times, efficiency, and overall customer experience. Our support team has more time to focus on providing quality support, solve problems, work on projects, and collaborate with team members. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Using Zendesk for our support needs versus a support inbox has improved our response times, and our customer experience. Additionally, our support team has had time freed up since managing support inquiries through Zendesk has increased efficiency. ### 15. Fast, Reliable Zendesk with the Right Level of Complexity **Rating:** 5.0/5.0 stars **Reviewed by:** Keyon H. | Founder & CEO, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is fast and reliable, with just the right level of complexity. **What do you dislike about Zendesk for Customer Service?** My team and I rarely run into issues with Zendesk. The one improvement I’d recommend is making email template customization easier—having a drag-and-drop customization window would be amazing. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The platform provides the fast, efficient support customers need, and that’s what I love most about it. ### 16. Solid, Malleable Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Larry F. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** The Zendesk platform is flexible and easy to develop on top of making it a great platform to evolve with as your needs or processes change. Their AI tools are useful. **What do you dislike about Zendesk for Customer Service?** There isn't much, if any, support for using the Zendesk platform. The platform flexibility is great if you have lots of resources and time dedicated to developing solutions. However, if unsure of how to do something then don't expect much help from Zendesk, outside of paid services. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I'm providing basic support to my customers via email, SMS, chat and a help center. ### 17. Flexible CS Team Scaling That Grows with Your User Base **Rating:** 4.0/5.0 stars **Reviewed by:** Stefanos K. | Customer Support and Community Lead, Computer Games, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Zendesk for Customer Service?** It's very flexible when it comes to scaling your CS team, depending on your total user base. **What do you dislike about Zendesk for Customer Service?** Poor AI implementation and it attempts to parcel out and bill too many features separately. Zendesk is slowly course correcting on this, but they push customers to build their own tools and solutions internally. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It allows us to automate the resolution of our biggest ticket drivers, resulting in industry leading handling and resolution times and on target csat. ### 18. Reliable tool for managing customer conversations/ All-in-one support platform that scales well **Rating:** 5.0/5.0 stars **Reviewed by:** Abhijith P. | Customer Support Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Zendesk for Customer Service?** One thing I’ve come to appreciate more is how Zendesk keeps evolving its automation and AI features. The ability to streamline ticket routing, automate repetitive responses, and track customer interactions in one place really helps improve response time. I also like how the reporting and analytics give clear insights into team performance and customer trends, which makes it easier to improve support operations. **What do you dislike about Zendesk for Customer Service?** The platform is powerful, but the initial setup can feel a bit complex. Simplifying workflows and automation setup would make it easier for new users. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite helps us manage customer queries from multiple channels—email and chat—in one unified platform. It reduces response time, improves team coordination, and ensures no query is missed. The automation features help streamline repetitive tasks, saving time and boosting productivity. **Official Response from Zendesk Sam:** > Hi Abhijith! 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! ### 19. Centralizes Customer Conversations with Powerful Automation at Scale **Rating:** 4.0/5.0 stars **Reviewed by:** El Daira M. | CSR, Consumer Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Zendesk for Customer Service?** It centralizes all customer conversations (email, chat, social, etc.) into one system with strong automation, making it faster and easier for agents to resolve issues consistently at scale. **What do you dislike about Zendesk for Customer Service?** Zendesk’s biggest drawbacks are its complexity and cost: it can feel overwhelming to set up and manage, especially for smaller teams, and many advanced features like analytics, automation, or AI require higher-tier plans or add-ons, making it expensive as you scale. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It centralizes all customer interactions from email, chat, phone, social media, and messaging into one unified workspace so nothing slips through the cracks and agents don’t have to switch tools constantly, which speeds up response and resolution times. It automates repetitive tasks like ticket routing, responses, and prioritization so support teams can focus on meaningful work instead of manual busywork. It also provides a knowledge base and self-service options that help customers find answers on their own, reducing support volume. Finally, analytics and reporting give insight into performance trends and areas to improve, helping teams improve service quality and efficiency over time. ### 20. Easy to Use Ticketing System **Rating:** 4.5/5.0 stars **Reviewed by:** jay s. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** What I like most is how easy it is to use. It doesn’t require much training for my end users, which makes adoption straightforward. There is some background setup needed to tailor Zendesk to your needs, but once that’s done, it becomes a comprehensive system. **What do you dislike about Zendesk for Customer Service?** There’s a bit of a learning curve with some of the ancillary products, such as the reporting module. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Our customer service is our trademark. To maintain those standards, we needed a platform that could handle the high volume of customer service traffic we receive. Zendesk has proven to be the right solution for keeping track of all requests and making sure nothing gets missed. Our customers appreciate the prompt replies and the way their issues are handled. ### 21. Friendly Zendesk Support with Clear, Helpful Guidance **Rating:** 5.0/5.0 stars **Reviewed by:** Troy T. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk support agents are friendly and provide clear directions that help me resolve issues. **What do you dislike about Zendesk for Customer Service?** There is nothing i dislike about Zendesk's customer service. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** With their help, I was able to set up a drop-down organizational field for our customers’ tickets and generate overall weekly ticket reports with the click of a button. ### 22. All in One Platform for CRM **Rating:** 4.0/5.0 stars **Reviewed by:** Jeremias P. | Chief of Staff, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2022 **What do you like best about Zendesk for Customer Service?** In recent iterations of the Support platform, our team has been able to customize versions of the chatbot to defer simple requests without the need for agent interaction thus reducing the operational load while keeping a window open for customers to reach a human agent if needed. **What do you dislike about Zendesk for Customer Service?** The availability of their AI Agent product and particularly the pricepoint it comes at. Particularly not having much experience with how AI would impact our operation and customer experience, it would be good to have a way to trial this product before a full implementation. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** With ZenDesk Support Suite we're able to centralize all channels needed for supporting our customer's requests in one place making it more efficient for our team to work on the issues reported by our customers. ### 23. Simple, Intuitive UI That’s Easy to Learn **Rating:** 4.5/5.0 stars **Reviewed by:** Raghu V. | Digital Marketer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Zendesk for Customer Service?** The UI is simple, and the UX flow is easy to use, so even a new user can adapt quickly. **What do you dislike about Zendesk for Customer Service?** Their customer support experience isn’t good, and it’s hard to reach a real person. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use it for CXO, integrated with Jira and Slack. And its very easy to use and implementation is easy due to availability of third party add ons ### 24. Zendesk is a great support intake system! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Zendesk for Customer Service?** Our company actually switched to a new ticket intake. I miss the way that Zendesk allowed for child tickets, internal reporting, and multiple tool integrations. It just got too expensive for our org. **What do you dislike about Zendesk for Customer Service?** Zendesk customer support is also incredibly friendly and helpful. I wish their response time was a tad quicker. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Suite is our ITSM tool for all help desk tickets. We have our help desk broken down into different "teams" and "views", which allows our users to submit a ticket for a specific tool, and guarantee the subject matter experts are contacted. We submit, work, and solve tickets within ZD Suite. Historically, we had chat agents working live chats in Zendesk, which allowed our company to easily communicate with customers and resolve issues. ### 25. Reliable Tool for Managing Customer Support Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Abhiroop H. | Engineer Intern, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2026 **What do you like best about Zendesk for Customer Service?** Easy to track team performance and customer tickets from one dashboard. Automation saves time and helps the support team focus on real issues instead of repetitive tasks. **What do you dislike about Zendesk for Customer Service?** Pricing is too high for smaller teams and some features need technical knowledge to set up properly. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Helps manage and track all customer queries in one place, reducing missed tickets and improving response times. As a manager, it gives clear visibility into team performance and helps make faster decisions to improve customer satisfaction. ### 26. Ease and Flexibility; built by support people **Rating:** 5.0/5.0 stars **Reviewed by:** Tone N. | Director, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2025 **What do you like best about Zendesk for Customer Service?** The flexibility of the product and the facts that it works the was support professionals work. **What do you dislike about Zendesk for Customer Service?** Sometimes I struggle why something is so hard to report on, like Orgs, or how to report on a negative, like 0 case submission, etc **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Management and action on requests is easier, reportable and trackable. ### 27. Facilitates Communication, Needs More Content Integration **Rating:** 3.5/5.0 stars **Reviewed by:** Antoinette P. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** I like the interaction with internal team members using Zendesk for Customer Service and the ability to share some of that information externally. I also use the reports most of all to check the status of open tickets. **What do you dislike about Zendesk for Customer Service?** We are currently interested in bringing in more articles from an external source that I believe will be coming soon. It had its challenges. Because there were numerous people in it at one time. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I use Zendesk for Customer Service to communicate internally and externally, sharing content and videos effectively. ### 28. Very advanced ticketing solution **Rating:** 4.0/5.0 stars **Reviewed by:** Ivan G. | Customer Success Manager, EMEA Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2022 **What do you like best about Zendesk for Customer Service?** It helps us centralise all queries and automate the processes to scale our support operations. Developing our HelpDesk on ZD has been a game changer. **What do you dislike about Zendesk for Customer Service?** The access to a customer success team could help us improve even better the work we do with Zendesk. **Recommendations to others considering Zendesk for Customer Service:** It is a powerful solution, but to get the best of it you will need to invest time and effort so it meets your organization needs. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Not losing track of client tickets. Each one gets addressed 1 by 1 by our teams. **Official Response from Zendesk Sam:** > We’re pleased to know you consider Zendesk as a powerful solution means a lot to us, Ivan. With your feedback regarding access to advanced functions, we'll take note of this and see what we can do in the future to better streamline the experience. It would also be helpful to share this in our Community forums so our Product team can take a look. https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 29. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** drivera@doifcu.org R. | ecommerce director, Small-Business (50 or fewer emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk has been incredibly easy to use. We use it at my employer for internal ticketing to help various departments resolve questions or issues. It's very easy and intuitive, there's automated emails, Macros to help streamline the process, the Views serve as a set of queues, etc. It's been one of the best ticketing systems I've had the opportunity to use. **What do you dislike about Zendesk for Customer Service?** I really don't have any dislikes about the platform itself, but the cost for certain features is outside of our price range. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Helps us streamline internal questions or issues without going through email communication. The thread in the ticket allows us to better track issues and we can also better track employee performance (SLA). ### 30. Unified Workspace That Streamlines Every Customer Interaction **Rating:** 4.5/5.0 stars **Reviewed by:** Natasha F. | Producer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Zendesk for Customer Service?** It consolidates customer interactions from email, chat, social media, and phone into a single, unified workspace, making it easier to manage everything in one place. **What do you dislike about Zendesk for Customer Service?** the "sticker price" is rarely what you actually end up paying. While the per-agent model seems straightforward, it scales quickly and hides several variables that make budgeting difficult. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It solves the problem of “channel switching” by bringing email, chat, phone, and social media together in one unified workspace. The main benefit is that no ticket falls through the cracks, and agents can work significantly faster as a result. ### 31. CSM Zendesk Support Suite Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Zendesk for Customer Service?** I love Omnichannel routing; Agent Live Status, Skills Based Routing, and Agent Capacity have been very beneficial for our workflow, even with a small team. A+ **What do you dislike about Zendesk for Customer Service?** I dislike is that some features are locked behind higher-tier plans, I do not like that you cannot have multiple business hours for global companies. We are still small <100, so paying for Enterprise vs. Professional is not worth it. The UI also feels a little outdated and the reporting can be a nightmare (this could be down to incorrect use of tagging, fields, etc.), it is not intuative **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps us anticipate what our customers need and efficiently solve their problems. It allows our team to work in one centralized platform and increase productivity. ### 32. Easy to Use, Great UI, and Smooth Integrations with Slack and Jira **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Technical Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 08, 2026 **What do you like best about Zendesk for Customer Service?** its easy to use, its fetches enough details from the customer which helps being in a support team. You can integrate with many tools such as slack, jira etc. Also, best UI interface, so convenient and nice to look. **What do you dislike about Zendesk for Customer Service?** Nothing as such, sometimes its slow and i think its happens across all other ticketing tool. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** customers can easily contact us using the Zendesk ticketing tool and we get all the required details from the customer. As I said before, its very easy to use. ### 33. A reliable ticketing tool with expansive functionality **Rating:** 5.0/5.0 stars **Reviewed by:** Aria R. | Project Coordinator-Cardiac Imaging Core Lab (CICL), Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Zendesk for Customer Service?** The updated monitoring dashboards are very helpful for reviewing our groups outstanding tasks and throughput. The custom queue tabs are a welcome improvement for categorizations. **What do you dislike about Zendesk for Customer Service?** Zendesk is very feature rich, but more customizable notification systems would still be helpful. While integrations with apps like Slack are useful, it would be great if there could be more specific customization to alerts within those integrations. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Our team use Zendesk to organize and triage all requests large and small from member companies that we support at our site. ### 34. It's ok **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** June 22, 2026 **What do you like best about Zendesk for Customer Service?** Lots of configuration options for automations and integrations, make it feasible to implement a lot of features and flows. API is mostly good documented. **What do you dislike about Zendesk for Customer Service?** Price. Limits. Logs. Probably the worst Support I ever had to deal with. But mostly, integrations are not great, there are a lot of options, but also a lot of missing options that in many cases makes me spin and external server with my own service to achieve some solutions. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** When I get it working, I automate a lot of integrations into my tickets which save a lot of time off my team, and help is deliver quicker solutions to our customers ### 35. Major issues and sent to collections when we were told there as no balance remaining due **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2026 **What do you like best about Zendesk for Customer Service?** When it worked, it worked great for our purposes. It allowed us to remain organized and productive **What do you dislike about Zendesk for Customer Service?** We had an extremely frustrating and disruptive experience with Zendesk that ultimately forced us to cancel our subscription after more than a year of unresolved technical and billing issues. In February 2024, we opened a ticket because emails were not reaching the Zendesk dashboard. We connected Zendesk directly with our IT partners to resolve the issue, yet months passed with delays and long periods of non-responsiveness. The problem was not fixed until October 2024 — eight months later. Almost immediately afterward, new issues began. In November 2024, Zendesk started flagging legitimate forwarded emails from our own domain as spam. By December 2024, internal and external contacts reported they were not receiving replies sent through Zendesk. We were told Cloudmark updates were the cause and that we simply had to wait for their system to recognize our emails were not spam — an unacceptable answer for a business-critical communication platform. Despite again involving our IT partners, the issue remained unresolved into April 2025, forcing us to explore alternative ticketing systems. We formally requested immediate cancellation on May 14, 2025, including prorated billing. What followed was weeks of confusion, escalations, and inconsistent communication. After repeated follow-ups, we were told early termination was approved effective July 2025. Even then, we had to correct Zendesk when they nearly canceled an unrelated domain. The billing process was just as problematic. We repeatedly requested a final invoice and were ultimately told in writing that no open invoice existed for the closed account. Based on that confirmation, we closed our records. Months later, in November 2025, we received a collections notice for an alleged unpaid invoice. Despite documented proof that Zendesk told us no balance was due — and despite the extensive service failures that rendered the platform unusable — Zendesk’s finance department refused to cancel the charge. This experience reflects serious issues with reliability, communication, and internal coordination. The platform failures disrupted our operations, and the billing mishandling escalated into a collections situation that should never have occurred. For a system meant to support customer communication, the lack of accountability and resolution was deeply disappointing. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** None. We were forced to stop using it because they could not figure out why it stopped working correctly. ### 36. Great Organization and Efficiency, But Key Features Locked Behind Paywall **Rating:** 5.0/5.0 stars **Reviewed by:** Michael D. | Support Operations Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** October 22, 2025 **What do you like best about Zendesk for Customer Service?** I like the organization of Zendesk Support Suite. The ability to properly assess what kind of support inquires we're getting, the ability to accurately measure how many responses our team is giving. A centralized place for reviewing what information comes in that is accessible to multiple users without the need of a shared gmail inbox. I love that we can reduce the energy spent on tickets with pre-built macros; I love that we can feel a proper sense of accomplishment with "resolved" and "closed" tickets. I found the initial overview of Zendesk's youtube videos extremely helpful in understanding how Zendesk could fit itself into our operations and be the solution to a lot of our pinch points. Although it required several days of trial-and-error set up, I was able to get Zendesk up and running and our team was able to transition into the software, feeling more comfortable about the information coming in. Zendesk has been a great reliever of tension for our support team and support operations. We use Zendesk daily, and we appreciate it allowing us to respond to all of our customers within 24 hours. **What do you dislike about Zendesk for Customer Service?** The paywalling of critical features is not my favorite business practice. Considering inbox management is a key selling point of the software for customer support teams, the ability to email the ticket via Side Conversations is pretty integral to the customer support experience, and makes onboarding the program especially difficult in the transition period as other parties will not know how to use Zendesk; or we may not want them to utilize Zendesk. There's also an initial technical barrier when trying to set up and implement more of Zendesk's features. Like, the forms being robust internally but extremely difficult to integrate into our external websites is a big negative and hard to work around. I also find it requires a lot of self-study. Every new term or feature links to a wikipedia like page that requires trying to read it, and since there's often features on that page you are also new to, it becomes a downwards spiral of trying to understand concepts and features without clear examples to really anchor yourself to. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps us ditch the overstuffed shared gmail inbox the company has been using for years. It helps us keep track of our open support tickets and communicate more effectively with the ticket organizational system. It gives us numbers and data to use (even if the more nuanced data points are paywalled...). It gives customer support at my company its own legs and makes it feel more reliable and trustworthy. It allows anyone in my company to be trained to do support. It allows an automated initial response which takes care of the headache of people wondering if their email went anywhere. It's been pretty helpful. ### 37. Zendesk-Customer -Life Cycle Management **Rating:** 5.0/5.0 stars **Reviewed by:** Hitesh M. | Associate, Enterprise (> 1000 emp.) **Reviewed Date:** January 15, 2026 **What do you like best about Zendesk for Customer Service?** I like how Zendesk brings all customer communication into one place. It’s easy to track tickets, see conversation history, and make sure nothing gets missed. The automation rules and macros save a lot of time, and it helps the team respond faster and more consistently. **What do you dislike about Zendesk for Customer Service?** Certain useful features are only available in higher plans, which can make it expensive as your needs grow. example Sierra. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Before Zendesk, support requests were coming from different channels (Fresh-desk)and were hard to track. Zendesk centralizes everything, so there’s better visibility, faster response times, and fewer missed or forgotten tickets. This has improved customer satisfaction and made support operations more organised and efficient. **Official Response from Zendesk Sam:** > Hey Hitesh. We appreciate you taking the time to leave us a review. We're glad to hear that Zendesk makes your job easier! We're delighted you had a great experience! ### 38. A Reliable Choice for Scaling Customer Support with Ease **Rating:** 5.0/5.0 stars **Reviewed by:** SACHIN K. | Quality Assurance Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Zendesk for Customer Service?** There AI Agent named Copilot is amazing as it helps us write emails with the help of AI **What do you dislike about Zendesk for Customer Service?** They must be efficient all the time as they are quite buggy **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Automation tools like triggers, macros, and SLAs have reduced manual workloads and ensured timely follow-ups, while the built-in reporting gives us actionable insights into agent performance and customer satisfaction. It has also enabled better collaboration between support, sales, and product teams thanks to its seamless integration with tools like Salesforce, Jira, and Slack. **Official Response from Zendesk Sam:** > Hey Sachin! 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! ### 39. Helpful Macros, but a Bland UI and Some Unintuitive Backend Workflows **Rating:** 3.5/5.0 stars **Reviewed by:** Thomas F. | Tech Services Analyst II, Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** Macros are helpful in providing scripted responses to common issues. **What do you dislike about Zendesk for Customer Service?** The user interface and user experience is a bit bland. Some back end refinements are not intuitive. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use it to address technical and operations issues from a wide array of stakeholders and cross functional teams. ### 40. All-in-One Customer Support Platform That Boosts Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Mushir K. | Healthcare payer , Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk consolidates all your customer communications, whether by email, chat, phone, social media, or other channel into a single, organized platform, so your team no longer has to manage multiple separate tools. It automates repetitive tasks, streamlines workflows, and allows customers to reach out through their preferred channels. Additionally, Zendesk provides valuable insights and integrates with many of the tools you already use, making customer support easier and more efficient overall. It is deigned for daily use. **What do you dislike about Zendesk for Customer Service?** Basic setup is failry quick but advanced wokrflows may need little bit of technical skills. And interface could have been a bit more better by adding more graphical 3d effects. Customer support is real quick and professional though response quality may vary by plan. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is solving the problem of scattered customer messages by bringing all support platform email, chat, phone, social media into one systemetic system so teams do not miss any customer who needs our help. Automate repetitive work, and understand support performance with insights and reporting. This makes customers happier with quicker answers and helps the user run support more efficiently, reduce costs, and grow with tools that connect easily to other apps they already use. It allows the user to quickly respond to customer & run support more efficiently. Ultimately reducing cost resulting in more revenue at the end of the day becuase customer do not need to connect again and again. **Official Response from Zendesk Sam:** > Thank you for sharing your experience! We’re delighted to hear that our platform has helped streamline your daily workflows and made managing your tasks effortless. ### 41. My Vision For Customer And Employee Experiences Brought To Life **Rating:** 5.0/5.0 stars **Reviewed by:** Adam V. | Technical Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is extremely flexible while also being easy to use. With some finesse, it can do nearly any task I can think of to streamline every customer interaction. **What do you dislike about Zendesk for Customer Service?** Sometimes, updates are pushed to us that are non-optional and feel half-baked. We shouldn't be forced into any feature unless it is for security or stability purposes. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk gave us a unified interface for all of our support channels so that agents do not need to jump back and forth between messaging, email, phone, etc. and are instead served work from all channels in a single list. This makes sure that everything happens in the order that it needs to and nothing gets left behind. ### 42. There are Better Options **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2026 **What do you like best about Zendesk for Customer Service?** I like that it helps streamline the process of handling customer complaints from various sources. **What do you dislike about Zendesk for Customer Service?** The rollout of the program was heavily abbreviated due to COVID-19, with no hands-on training as promised. So the original team had to be self-sufficient in learning the system. The program's support is inadequate, and the support team frequently changes. Initially, they make promises, but then they become unresponsive. Although the Help Site contains many articles, it is nearly impossible to find the information you need. The training videos are decent but have several gaps, making the learning curve steep. YouTube is a better option for training than the company's own resources. Fixing obvious problems takes an unreasonable amount of time. I would switch to a different system in a heartbeat if my company allowed me. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It mostly addresses reporting and consolidation challenges that arise from relying solely on email and phones to handle complaints. ### 43. Perfectly encompasses all of our needs. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** March 20, 2026 **What do you like best about Zendesk for Customer Service?** It really allows you to make it as simple or as complex as your needs dictate. We use Zendesk for a variety of business needs, and we have yet to really test the limits of its capabilities, which only leaves us room for growth and evolution. **What do you dislike about Zendesk for Customer Service?** There are only a few downsides to Zendesk. Its lack of UI customization is somewhat of a pain point for us. We would love to be able to "dumb down" the UI for some of our users so that it is easier to navigate. And for others, we would like to have more options/data available to be used/seen. The other pain point we face is updating things like triggers and macros in bulk. Sometimes we need to just add an action in our macros in bulk like add tags, and instead of doing it individually macro by macro, it would be amazing if we could do those kinds of things in bulk, similar to how we can do that for tickets. The same goes for triggers, being able to update an action or a filter condition would be AMAZING. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is great for us in the fact that all of our support tools are consolidated into one platform. We used to use Salesforce, and we needed to use third-party phone systems and a help center managed in Intercom, but now it is all in one place, and it is a streamlined process for getting people trained. ### 44. Perfect solution for customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Mohammad Y. | Customer support, Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Zendesk for Customer Service?** I feel like the smoothness of zendesk improved a lot also it is working fast tools are providing data without buffering and without taking time. its Ai feature got better. By this OverAll experience improved a lot. **What do you dislike about Zendesk for Customer Service?** Zendesk provide all the service related to Customer Service in one platform it which is the key feature of this platform also it is very easy to use solving customer issue is easier by using this platform this make overall experience good for both customer and employes. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It's mainly for customer support service and it is benifiiting bussiness owner to focus on bussines rather than focus on support system. **Official Response from Zendesk Sam:** > We are truly delighted to hear that the Support Suite has made a significant positive impact on your customer service operations. It’s incredibly rewarding for us to know that our tools are helping you enhance your interactions with your customers. While we strive to provide the best possible experience, we acknowledge that there is always room for growth and improvement. Our team is continuously working hard to refine our services and introduce new features that will better meet your needs. We sincerely appreciate your ongoing support and feedback, as it plays a crucial role in helping us evolve and serve you better. Thank you once again for choosing our Support Suite! ### 45. User-Friendly Zendesk That Streamlines Support with Fast, Straightforward Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in 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?** Zendesk is very user-friendly and easy to navigate, which makes day-to-day customer support much more efficient. It’s especially great for reporting, as pulling metrics is straightforward and quick. I also find it very easy to build and customize forms, macros, and triggers, which helps streamline workflows and improve overall productivity. **What do you dislike about Zendesk for Customer Service?** One downside of Zendesk is that reporting can feel limited without advanced setup, especially for more complex or custom metrics. It can also be a bit challenging to manage and troubleshoot triggers or automations at scale, as they can become hard to track. Additionally, some features are not very intuitive at first and may require extra time or documentation to fully understand. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps keep everything in one place, so it’s a lot easier to track and manage tickets without things getting lost. It solves the issue of scattered communication by organizing everything into queues and workflows. For me, it saves time and makes it easier to respond faster. Things like macros, triggers, and forms also help a lot with repetitive work and keep responses consistent, so I can focus more on the cases that actually need attention. ### 46. User friendly! **Rating:** 5.0/5.0 stars **Reviewed by:** Kelsey H. | Book Seller, Small-Business (50 or fewer emp.) **Reviewed Date:** October 04, 2023 **What do you like best about Zendesk for Customer Service?** I love using zendesk, I hadn't previously used an sort of CX ticketing platform so I was nervous coming in but the platform is so easy to use and navigate I was able to jump right in. Our CSM is also so great and helpful. **What do you dislike about Zendesk for Customer Service?** I don't have any complaints, I really enjoy it. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use it for customer inquiries and complaints. It's easy to navigate their question to the right department of our tier one agents are not able to answer **Official Response from Zendesk Sam:** > Superb! We love hearing feedback from our end-users, Kelsey. Thanks for your kind words — our team is continuously working to improve our services. We appreciate you and your business with us. You can check out our Community Center to know more about anything-Zendesk: https://support.zendesk.com/hc/en-us/community/topics ### 47. Zendesk gets the job done, but it's not special in any way and not very intuitive **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consulting **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** You can everything in one screen, everything as in tickets, emails, requests and you don't have to get out of Zendesk to do things. **What do you dislike about Zendesk for Customer Service?** The UI looks old, hard to merge tickets, hard to set it up or change how you've originally set up. You have to pay more per license to view basic reporting. If you need to connect Zendesk to other software, the integrations are limited. The more efficient you get with Zendesk (by automating and reducing licenses), the more expensive it becomes, which is ironic since Zendesk wants to help you be more efficient (provide more support with fewer agents), but it'll jackup your license costs when doing so. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We work in consulting and we need to reply to support tickets asap. Zendesk notifies us of those right away. It centralizes the support requests if they come from the AI bot, or email or phone or even Slack. ### 48. Excellent AI software **Rating:** 4.5/5.0 stars **Reviewed by:** Usama N. | Self Employed, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Zendesk for Customer Service?** My experience with Zendesk for Customer Service is still very positive. It continues to be a reliable platform for managing customer support tickets and improving response time. **What do you dislike about Zendesk for Customer Service?** While Zendesk for Customer Service is a very reliable platform for managing support tickets and customer communication, there is still room for improvement. The interface can sometimes feel a bit complex for new users, and certain reporting and customization features could be made more intuitive. Simplifying these areas would make the overall experience even better for support teams. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** AI customer service helps to relive most of the customer's issues without being a staff getting involved and chatbot is also available to guide the customer's with the process and information required. ### 49. Flexible, easy to use support suite **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2022 **What do you like best about Zendesk for Customer Service?** The updated Guide editor is a lot better than the old version, which makes editing our articles more enjoyable. We've added chat and telephony and are exploring how AI agents can help us. **What do you dislike about Zendesk for Customer Service?** I'd like to see better search and filter support for finding tickets, as well as being able to move a response from a customer into a new ticket - for example when they follow up on an old ticket with a new question. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We are a small support team and Zendesk helps us manage tickets from many more customers than we could handle using email alone. Our best feedback from customers is around our support team, and Zendesk certainly helps achieve such good results. ### 50. The top of omnichannel customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Giuseppe P. | IT DevOps, Leisure, Travel & Tourism, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Zendesk for Customer Service?** The possibility of integration with WhatsApp in a precise and extensive way through the APIs provided. **What do you dislike about Zendesk for Customer Service?** The cost always remains one of the highest hurdles to overcome. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The flexibility in managing support across multiple channels is simply unmatched. Email, chat, social media, and phone are all seamlessly integrated, allowing the team to offer a consistent and smooth experience to customers. Additionally, intelligent automations and detailed reports simplify daily work and provide valuable data to optimize performance. ## 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=4&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-06+12%3A45%3A32+-0500&secure%5Bsession_id%5D=15a10830-95e2-4bc2-ab27-8178aebc1e83&secure%5Btoken%5D=6379ba2127c4d128651124a211fa008143d67ab794627acb2fc23067a6d677b1&format=llm_user) ## Zendesk for Customer Service Integrations - 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[Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Amazon Virtual Private Cloud (Amazon VPC)](https://www.g2.com/products/amazon-virtual-private-cloud-amazon-vpc/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Assembled WFM](https://www.g2.com/products/assembled-wfm/reviews) - [Atlassian Enterprise Support](https://www.g2.com/products/atlassian-enterprise-support/reviews) - [Avaya Communications APIs](https://www.g2.com/products/avaya-communications-apis/reviews) - [Avaya Contact Center](https://www.g2.com/products/avaya-contact-center/reviews) - [Azure DevOps Server](https://www.g2.com/products/azure-devops-server/reviews) - [BetterCloud](https://www.g2.com/products/bettercloud/reviews) - [Bugzilla](https://www.g2.com/products/bugzilla/reviews) - [Businessmap](https://www.g2.com/products/businessmap/reviews) - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [ChatGPT](https://www.g2.com/products/chatgpt/reviews) - [Citrix Gateway](https://www.g2.com/products/citrix-gateway/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [Compass](https://www.g2.com/products/acuvate-compass/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [Cresta](https://www.g2.com/products/cresta/reviews) - [Device42, A Freshworks Company](https://www.g2.com/products/device42-a-freshworks-company/reviews) - [DigitalChalk LMS](https://www.g2.com/products/digitalchalk-lms/reviews) - [Email-to-Anything](https://www.g2.com/products/email-to-anything/reviews) - [Entrust IDV, formerly Onfido](https://www.g2.com/products/entrust-idv-formerly-onfido/reviews) - [Exotel Customer Communication Platform](https://www.g2.com/products/exotel-customer-communication-platform/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Facebook for Business](https://www.g2.com/products/facebook-for-business/reviews) - [Fin](https://www.g2.com/products/fin/reviews) - [Forethought](https://www.g2.com/products/zendesk-forethought/reviews) - [Freshcaller](https://www.g2.com/products/freshcaller/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - [Google Analytics](https://www.g2.com/products/google-analytics/reviews) - [Google Cloud BigQuery](https://www.g2.com/products/google-cloud-bigquery/reviews) - [Google Meet](https://www.g2.com/products/google-meet/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Guru](https://www.g2.com/products/guru/reviews) - [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Instagram for Business](https://www.g2.com/products/instagram-for-business/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - [Jotform](https://www.g2.com/products/jotform/reviews) - [Juicer](https://www.g2.com/products/juicer/reviews) - [kapa.ai](https://www.g2.com/products/kapa-ai/reviews) - [Klaviyo](https://www.g2.com/products/klaviyo/reviews) - [Knowledge Base](https://www.g2.com/products/knowledge-base/reviews) - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - [Magical](https://www.g2.com/products/magical/reviews) - [Make](https://www.g2.com/products/integromat-by-celonis-make/reviews) - [MARS](https://www.g2.com/products/orbit-online-mars/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Dynamics 365 Business Central](https://www.g2.com/products/microsoft-microsoft-dynamics-365-business-central/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [monday AI Work Platform](https://www.g2.com/products/monday-com/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - [Notion](https://www.g2.com/products/notion/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - [Pendo](https://www.g2.com/products/pendo-io-pendo/reviews) - [Pipedream](https://www.g2.com/products/pipedream/reviews) - [Playvox Customer AI](https://www.g2.com/products/playvox-customer-ai/reviews) - [Playvox WFM](https://www.g2.com/products/playvox-wfm/reviews) - [Printify](https://www.g2.com/products/printify/reviews) - [Python](https://www.g2.com/products/python/reviews) - [Quiq](https://www.g2.com/products/quiq/reviews) - [Retool](https://www.g2.com/products/retool/reviews) - [Revenue Hub](https://www.g2.com/products/revenue-hub/reviews) - [RingCentral AI Receptionist (AIR)](https://www.g2.com/products/ringcentral-ai-receptionist-air/reviews) - [RingCX](https://www.g2.com/products/ringcx/reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) - [Rocket.Chat](https://www.g2.com/products/rocket-chat/reviews) - [Sage HRMS](https://www.g2.com/products/sage-hrms/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Salesforce Partner Cloud (formerly Salesforce PRM)](https://www.g2.com/products/salesforce-partner-cloud-formerly-salesforce-prm/reviews) - [SandboxCMS](https://www.g2.com/products/sandboxcms/reviews) - [SendSafely](https://www.g2.com/products/sendsafely/reviews) - [Servox-DES](https://www.g2.com/products/servox-des/reviews) - [Shared Contacts for Gmail](https://www.g2.com/products/shared-contacts-for-gmail/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Sierra](https://www.g2.com/products/sierra/reviews) - [Sift](https://www.g2.com/products/sift-s-ai-powered-fraud-decisioning-platform-sift/reviews) - [Simplesat](https://www.g2.com/products/simplesat/reviews) - [Skype](https://www.g2.com/products/skype/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [Snowflake Data Exchange](https://www.g2.com/products/snowflake-data-exchange/reviews) - [Sobot Omnichannel Suite](https://www.g2.com/products/sobot-omnichannel-suite/reviews) - [Stripe Connect](https://www.g2.com/products/stripe-connect/reviews) - [TechSee](https://www.g2.com/products/techsee/reviews) - [Thunes](https://www.g2.com/products/thunes/reviews) - [Totango](https://www.g2.com/products/totango/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [Twilio Flex](https://www.g2.com/products/twilio-twilio-flex/reviews) - [Unbabel](https://www.g2.com/products/unbabel/reviews) - [Unity](https://www.g2.com/products/unity/reviews) - [Village Management Software](https://www.g2.com/products/village-management-software/reviews) - [WhatsApp API](https://www.g2.com/products/whatsapp-api/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [WHMCS](https://www.g2.com/products/whmcs/reviews) - [Workday HCM](https://www.g2.com/products/workday-hcm/reviews) - [X (Twitter)](https://www.g2.com/products/x-twitter/reviews) - [yellow.ai](https://www.g2.com/products/yellow-ai/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk Sunshine](https://www.g2.com/products/zendesk-sunshine/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [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 - 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 (3,710 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,843 reviews) - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,251 reviews)