---
title: Zendesk for Customer Service Reviews
meta_title: 'Zendesk for Customer Service Reviews 2026: Details, Pricing, & Features
  | G2'
meta_description: Filter 7077 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: 7077
  scale: '5'
date_modified: '2026-09-21'
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:** 7,077  
**AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality.
## 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
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.

**What users like:**

- Users appreciate the **ease of use** with Zendesk, benefiting from organized workflows and seamless functionality. (526 reviews)
- Users value the **centralized communication and automation features** of Zendesk, enhancing efficiency and personalized support. (395 reviews)
- Users value the **efficient organization and speedy responses** facilitated by Zendesk's centralized customer support system. (286 reviews)
- Users find Zendesk's **ease of use** invaluable, appreciating its intuitive interface and efficient task management. (274 reviews)
- Users benefit from the **easy management of support tickets** in Zendesk, enhancing collaboration and efficiency. (252 reviews)
- Users value the **efficiency** of Zendesk Support Suite, benefiting from quicker responses and streamlined workflows across channels. (250 reviews)
- Users appreciate the **seamless integrations** of Zendesk Support Suite, enhancing efficiency in managing customer queries. (219 reviews)
- Automation (202 reviews)
- Intuitive (202 reviews)
- Users love the **user-friendly interface** of Zendesk Support Suite, making it easy to manage customer queries efficiently. (183 reviews)

**What users dislike:**

- Users find Zendesk lacking in **missing features** , like customizable ticket statuses and commenting options for agents. (216 reviews)
- Users find the **limited features** of Zendesk frustrating, leading to complex workarounds and time-consuming setups. (180 reviews)
- Users find the **learning curve steep** due to advanced features, making setup and customization challenging for non-experts. (179 reviews)
- Users find **limited customization** in Zendesk, requiring significant time and effort to achieve desired setups and configurations. (158 reviews)
- Users find Zendesk's **complexity** overwhelming for beginners, with a steep learning curve for advanced features and reports. (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's do-it-yourself approach to their product leaves customers in the dark.

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** August 14, 2023

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

The interface is better than most but the ability to customize or understand what is available is largely shielded in the company FAQs.

**What do you dislike about Zendesk for Customer Service?**

No support in customizing Explore reports, ticket forms or getting basic feedback on when updates to Agent Workspace could be expected. I have given the same feedback for over 3 years and have continued to receive feedback from other ZD customers about the same issues I have reported with no acknowledgment from ZD.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Currently, nothing is being solved, only sold. We have had numerous tickets and complaints in writing regarding Agent Workspace that has not been resolved and yet we are frequently given a sales pitch to return to Agent Workspace. Our team has had to review countless FAQ articles, trial by QA, and discussions with other companies that use Zendesk and live chatting support to reach a decision about not moving forward with Agent Workspace. The only plus here is that we were able to revert back to ZD without AW.

  ### 2. Hard-to-Use Reporting, Tired UI, and No Love for B2B Customers

**Rating:** 1.5/5.0 stars

**Reviewed by:** Gail D. | Senior Director, Customer Support, Computer Software, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through Google One Tap using a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** June 03, 2026

**What do you like best about Zendesk for Customer Service?**

Zendesk is very configurable, though I struggle to think of what I *like* about Zendesk.  I found the reporting tool in particular to be very difficult to use.  Their AI offerings felt bolted on versus integrated, and their integrations didn't work particularly well.  Support was not timely.  Pricing was not competitive.  This is why we moved to another tool.

**What do you dislike about Zendesk for Customer Service?**

Please see the previous comment.  My team provides B2B support, and Zendesk felt mainly focused on innovations that improved the experience for B2C, so it became less and less useful of a tool over the last few years.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We're a B2B support team for a SaaS company.  Zendesk was our support ticketing system for 15+ years.

  ### 3. There are Better Options

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**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.

  ### 4. Accurate Customer Records and Agent Performance Tracking

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** May 08, 2026

**What do you like best about Zendesk for Customer Service?**

Zendesk allows you to maintain accurate customer records and track communication over time.

**What do you dislike about Zendesk for Customer Service?**

The application overall is extremely cumbersome which can lead to complicated and difficult training processes. Onboarding new agents takes an unusually lengthy amount of time.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Mainly, Zendesk is an excellent tool for monitoring agent performance overall. You can easily track trends, identify outliers, and also correct course when needed.

  ### 5. it was a great platform

**Rating:** 2.0/5.0 stars

**Reviewed by:** Jolynne G. | CSR agent, Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** April 22, 2026

**What do you like best about Zendesk for Customer Service?**

The platform is easy to use but wasnt efficient.

**What do you dislike about Zendesk for Customer Service?**

The platform needs improvements in efficiency.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

It was great for documenting numbers and tracking responses per agent, and it also helped with reporting.

  ### 6. Initial software great, but lack of features and poor Support - would not recommend

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** January 24, 2025

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

Simple to set up and train out to end users

**What do you dislike about Zendesk for Customer Service?**

No BCC option, for over 4 years, despite numerous suggestions on their forums.. they dont take customer suggestions into account for any future development

Having to use an API to pull simple data from our system - files not available in CSV just JSON

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We had not used a Support suite previously, it offers good reporting and ease of use

**Official Response from Zendesk Sam:**

> Thank you for taking the time to share your thoughts with us, Debbie. Your feedback is important to us, and we want you to know that our team is consistently seeking out opportunities to enhance our services. We truly value the insights you provide, and we will certainly consider your comments as we strive to improve. Your continued support of Zendesk means a lot to us, and we are committed to ensuring that your experience with our services is as positive as possible.

  ### 7. Zendesk Review

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Restaurants | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** October 16, 2024

**What do you like best about Zendesk for Customer Service?**

It helps answer guest questions and problems all in one place. The ticket system makes it easy to tag guest issues for reporting and it's easy to direct tickets to the management team in the field from the corporate office. Plus, it connects with different communication channels like our website, social media channels, and chat so everything is in one place for the most part.

**What do you dislike about Zendesk for Customer Service?**

It doesn't have a robust reporting option and it doesn't work well with Instagram and TikTok private messages. Also, it could have more advanced analytics and insights that'll assist with letting the company know about any guest concerns.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

It assists with reaching out to customers and getting their replies in one system.

**Official Response from Zendesk Sam:**

> We're glad to learn that you find the Zendesk Support Suite to be user-friendly, especially with its all-in-one channel functionality. It’s always encouraging to hear positive feedback from our users, reassuring our team that we are on the right track in providing a seamless experience.

We also acknowledge areas where we can enhance our services further. Your insights are important, and we appreciate you sharing your thoughts and experiences with us. Feedback like this is important for our continuous improvement. 

  ### 8. Overpriced for what you get

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 31, 2024

**What do you like best about Zendesk for Customer Service?**

The UX is well-designed and intuitive to use. It syncs well with your calendar and emails in a basic way (no AI-boosted features). I liked the feature that allows you to populate the record fields using information pulled from LinkedIn. Saves time.

**What do you dislike about Zendesk for Customer Service?**

It's difficult to cancel your contract. It's difficult to get through to a human in their Support team. A lot of the reporting features are only available for 'Elite users'. Doesn't automatically reconcile duplicates. The Reach feature is not GDPR compliant and therefore has no use in Europe. Many of the reporting features are available only for 'Elite users' only. It would be nice to have more automated features and prompts.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

It aggregates my data and organises it well. It computes the sales figures.

**Official Response from Zendesk Sam:**

> We apologize for the support experience you have had. It's not the level of service that we strive to provide to our customers. We're sorry for any inconvenience or frustration this may have caused you. Our team is continuously working to enhance our support services and your feedback will be taken into consideration as we seek to improve. We appreciate your patience and understanding as we work towards delivering a better support experience in the future.

  ### 9. Zendesk Support Suite Review

**Rating:** 1.5/5.0 stars

**Reviewed by:** Alex W. | Customer Care Manager, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** May 06, 2022

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

I like the compatibility with Zendesk and other programs/software. We have been able to integrate Slack, Intercom, and our own API. I think that it is more user-friendly for the agent than some other support tools.<br><br>My account manager, Nell, has been great.

**What do you dislike about Zendesk for Customer Service?**

I do not like Zendesk reporting and searching. Trying to find specific tickets or filter them in existing views can be a pain. Having to create queries for reports as opposed to just selecting the fields you want on the report is a little confusing.<br><br>*Update (11/06/23):<br>The support for their products is a joke.<br>They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. The support documentation is incredibly lackluster and it's often impossible to know which guide to use as they have non-sensical terminology that makes even finding the appropriate guide very difficult.<br><br>I would not recommend Zendesk for their lack of support alone. it seems that it's been built to allow you to do most things but with non-user-friendly UI.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

It allows us to manage our call volume relatively easily and keeps a good history of the cases/tickets that is easy to see when multiple agents are handling one ticket.

**Official Response from Zendesk Sam:**

> Hi Alex - Thanks for taking the time to write us a review. We understand how important it is to get the support you need - this isn’t the kind of service we’d like you to have. It will be helpful for us to improve in providing great support as well as the reporting and searching features by sharing these 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

  ### 10. Receiving support is challenging and the new layout is also difficult to navigate.

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Sporting Goods | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** August 08, 2023

**What do you like best about Zendesk for Customer Service?**

Zendesk is relatively easy to use after you get used to it. I appreciate its phone call support and the Answer Bot, which has successfully assisted thousands of our users in resolving their own inquiries.

**What do you dislike about Zendesk for Customer Service?**

We encountered a problem with our emails being sent to junk/spam folders or not being sent at all. We faced slow response times from Zendesk Support, and after a month, the issue remained unresolved and even worsened. Additionally, the new layout is disliked by my entire team. We are eager to have the ability to customize the layout.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

The Zendesk Support Suite is great for configuring the languages the help center and Zendesk Support offer, especially as we expand into new markets. However, I find dynamic content confusing and have not yet had the opportunity to use it. The Zendesk Support team actually advised against using it if it's not already a part of our workflow.

  ### 11. Remote Cardiac Device Rep

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Source: Thank You page:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review.

**Reviewed Date:** May 29, 2024

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

I love how when receiving phone calls a form populates with the patient's name.

**What do you dislike about Zendesk for Customer Service?**

Zendesk drops calls alot and the service is not all so good.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

To be honest none.

**Official Response from Zendesk Sam:**

> We value the time you took to provide us with your feedback. We regret to learn about your support experience — this isn't the experience that we want you to have. Our team is keen on gaining a deeper understanding of the issues you face when receiving calls. By delving into the specifics of your experiences, we aim to pinpoint the root cause of the problem and work towards offering an improved resolution. We are eager to connect with you through our support channels to further discuss and address your concerns.

You can get in touch with us via our in-product messaging widget link: zdsk.co/zdhelp or How to Contact Zendesk Support Help Center article here: zdsk.co/ContactUs 

  ### 12. Zendesk HelpDesk Guides have the most useless editor & WYSYWIG I've ever used

**Rating:** 1.5/5.0 stars

**Reviewed by:** Aaron R. | Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** April 12, 2023

**What do you like best about Zendesk for Customer Service?**

I'm only using Zendesk HelpDesk Guides for our product documentation. It's ok, decent permissioning and drafting features.

**What do you dislike about Zendesk for Customer Service?**

There are some serious limitations to effective documentation that I would expect a leader like Zendesk to have figured out by now. Those limitations are: 
1) There is no auto-save with Zendesk Guides. If your session times out, you're screwed and have to start again. This results in excessive saves which hinders version control. 

2) The guides editor needs work. There is no support in the WYSYWIG for a colored notes/info box which should be standard in any knowledge base tool. Even Zendesks own documentation has these colored info boxes but they can only be done with custom CSS code. 

3) Images in docs don't enlarge. This is another basic feature essential for product documentation that should have really been part of Zendesks MVP from day one. Full product screenshots often have lots of small text, unless you want to insert a massive image within your docs, most product screenshots are too small to read the details so being able to enlarge the image is essential. It's not possible with Zendesk without a third party paid tool and custom code. Seriously Zendesk, it's 2023... let me enlarge my product screenshots in a popup please!

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Zendesk supports our self-service product documentation. It works but should be so much better

  ### 13. It was a decent tool and the new changes have made it unusable

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** August 16, 2023

**What do you like best about Zendesk for Customer Service?**

Callum and team are attempting to help us maximize our use and are listening to the feedback where the changes have fallen short.

**What do you dislike about Zendesk for Customer Service?**

Nobody enjoys a cost increase. The changes that are made to chat have made our team less productive. They are moving in an AI type of situation while we are still wanting to offer our higher tiered customers human contact.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Chat was great and helped us identify when a customer was getting stuck at checkout or something similar. The new agent workspace will take that away. "Ease of use" below - let me explain that the tool itself is easy to use before agent workspace. The reporting features are a bit of a nightmare and now we will have to start over. This is a catastrophe.

  ### 14. A good tool but with a bad customer support

**Rating:** 2.0/5.0 stars

**Reviewed by:** Diego Q. | Customer Success Regional Manager, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** October 07, 2021

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

The tool works well for what it has been set up, but the customer support from account managers and customer success has left a lot to be desired for the past 6 months.

**What do you dislike about Zendesk for Customer Service?**

When Zendesk acquired Base CRM and integrated it as Zendesk Sell, we were thrilled, as we were Base CRM's customers. However, several years later, Zendesk has failed to fully incorporate Sell as part of the Suite and solutions provided. It feels as if Sell lives in another place, which has caused a little trouble on our side.

**Recommendations to others considering Zendesk for Customer Service:**

Zendesk works best if you decide to buy the whole package. I've seen the wonders of self-service and the automation provided by Zendesk's tools, so if you choose to jump ship, you better be able to leave behind all your other tools.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Efficiently processing and automating the flow of tickets

  ### 15. A lot of useless features, very poor support for high-quality text-based interaction

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** August 09, 2023

**What do you like best about Zendesk for Customer Service?**

On paper, it offers a lot of integrations. On paper, it checks all the boxes of what someone would want to deliver to a customer.

**What do you dislike about Zendesk for Customer Service?**

None of the integrations do what you want. In every case, you have to implement your own from scratch. The customer-facing helpdesk interface is laughably poor in terms of text formatting and customer engagement. The knowledge base is just awful in terms of categorizing and formatting content. Zendesk is just not suitable for real-world technical support of complicated software products.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Zendesk is causing more problems than it solves. We have chosen to move away from Zendesk because maintaining and customizing it is not feasible.

  ### 16. Ironically, the support is weak for a product that is surprisingly rough around the edges.

**Rating:** 1.5/5.0 stars

**Reviewed by:** Joel G. | President, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** October 04, 2022

**What do you like best about Zendesk for Customer Service?**

Zendesk has a trouble-ticketing system that allows us to keep track of more complex back-and-forth with customers, as opposed to our previous system, which was primarily focused on real-time chat.

**What do you dislike about Zendesk for Customer Service?**

1) Zendesk's support is poor -- especially for a company focused on helping companies deliver support. There's a weak chatbot that simply tells me that they'll get back to me days later via email. Plan LOTS of extra time for your deployment.

2) It's sloppy around the edges. For example, I just received an email congratulating me for finishing onboarding with a big turquoise button to sign up for office hours... but that button takes me to a 404. I tried to report the issue via email (support@zendesk.com) but that bounced, and I also tried to report via web chat. No luck. There's no bot category for "your email contains broken links" or "I have no idea how to sign up for your office hours." I'm just not going to bother to report it.

3) Migration from Intercom is basically not supported. If I were going FROM Zendesk TO Intercom, Intercom provides a wizard that automatically migrates my Help content. However, Zendesk has no such feature. I have spent HOURS copy-and-pasting articles from my Intercom help center to the new Zendesk help center.

4) The UX is clunky, basically requiring you to spend hours going through their Academy to learn how to use it. Want to reply to the customer question? You click on a button that says "Submit as Pending." What?? It's also incredibly clunky to get to settings from the Ticketing section, or to go from Ticketing the Help section (which they call Guide). I'd bet that all three are built by separate teams that don't talk.

5) The built-in tools are inadequate for connecting your other systems. Something as simple as "quick links" to your other systems requires a paid add-on. In Intercom, I could easily add links to my billing system, my Admin tool, etc, all from within the main support UI. With Zendesk, you're stuck with the panel that they designed/hard-coded.

6) If you want your product team to be able to view and EDIT tickets in a useful way (for example, to view/engage on product bugs), they will need full Agent Zendesk seats. The poorly-designed "Light Agent" seats allow them to view and comment internally, but they cannot change status (resolved?) or tag other people (like another engineer?). It's extremely frustrating. I understand Light Agents should not be allowed to reply to the customer, but they need to be a productive member of the internal process. The Light Agent seat design is so restricted that it's basically useless.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

As our SaaS company grew, the size of our team, the number of incoming customer requests, and the complexity of the incoming requests all increased. We needed a system that not only provided a persistent ticketing system for our team, but also provided visibility to our managers. Zendesk has done both of those things.

  ### 17. Beware of draconian contract terms if you plan on reducing your agent seats on a multi-year deal

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** April 12, 2023

**What do you like best about Zendesk for Customer Service?**

It's easy to use and has a rich feature set. Clever automations and macros. Guide (knowledgebase) is excellent.

**What do you dislike about Zendesk for Customer Service?**

Multi-year contract locks you into paying for seats even when you don't need them. Answerbot is hard to get working properly. Some features come bundled even when you don't need to use them and you cannot tailor your subscription accordingly.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

IT helpdesk, change management, user guides

  ### 18. Decent product but some very large flaws, mostly with after the sale issues.

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

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name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 27, 2021

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

We have been with Zendesk for a few years now. They are continually improving the product, and making integration easier with other products.

**What do you dislike about Zendesk for Customer Service?**

The sales staff response time and knowledge about what they are selling is not acceptable. When you are paying for a product with features those features should be available and the sales person should know what is included in the sale.

The thing that is going to make us look for another solution is that if you delete something there is no undelete option. Meaning if someone malicious gets into your tenant and deletes things or changes things there is no way to recover. This was found out after almost 5000 customers were deleted from our tenant...

**Recommendations to others considering Zendesk for Customer Service:**

I would at this point personally recommend looking elsewhere for a support solution.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

As a support communication product to our customers the product works well, and giving customers the ability to solve their own issues through the Guide is what we really like.

  ### 19. Deprecates useful features with no explanation, Support is no longer very responsive or helpful

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** August 30, 2022

**What do you like best about Zendesk for Customer Service?**

The Explore features provide a lot of functionality, although it does take a little while to learn the platform. I like being able to customize views, create macros, and other things that let me as an Administrator get a big picture of what is happening for the team. Being able to route messages from two applications, and a help center, and an email address is useful as well.

**What do you dislike about Zendesk for Customer Service?**

I've used Zendesk for years (also at another organization) and they have a tendency to deprecate functionality that is widely used with no reasoning behind it or solution. The community is a lot of people offering the same feedback about how much they utilize something with no response from Zendesk. Occasionally they rethink a poor decision, but in many cases it feels like they don't factor in use cases when making changes. Their support is also very lacking. I don't understand why they've switched to a "messaging" component but it's nowhere near as helpful as being able to email. With messaging, you wait for an agent to respond, and are then notified several different ways. I think the idea is that you could chat with them in real time, but that's never the case. The agent provides an update, you respond, and then it can be several days before it is acknowledged. In many cases I've had to re-explain myself several times just to make sure the agent actually understands what I'm trying to do, so the responses I get are not just delayed but not particularly helpful or relevant.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We need a single place to receive requests from customers in a HIPPA compliant manner, and to control the content that people see, so by requiring them to authenticate and set them up on the back end we can feel comfortable nothing sensitive is being shared.

  ### 20. AI instead of humans

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.)

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name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** July 18, 2022

**What do you like best about Zendesk for Customer Service?**

Zendesk support is marginally helpful once you jump over all of the AI hurdles and bots to reach a live human being. If the question is simple, you'll get a simple answer, generally in the form of a Help Center link that you could have found on your own (or did find and determined it insufficient).

**What do you dislike about Zendesk for Customer Service?**

If your question is complex, you'll get vague answers from Support or bounced around from team to team while they all point the finger at each other. Hopefully the acquisition will Make Zendesk Customer-Centric Again?

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Zendesk Support is most beneficial when contacted through the chat widget within an existing account with a very straightforward question. I would get more benefit from a proper account manager that was dedicated to our success, but that seems too hard for Zendesk to manage so the Support team is the next best option.

  ### 21. Below average

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.)

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**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** April 26, 2023

**What do you like best about Zendesk for Customer Service?**

Honestly not much, it was pretty frustrating to use sometimes.

**What do you dislike about Zendesk for Customer Service?**

Having to close out each individual ticket and not receiving the correct number of calls.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

I'm not sure what problems they are trying to solve! I haven't realized any.

  ### 22. It is very highly customizable but it's also not very flexible.

**Rating:** 2.0/5.0 stars

**Reviewed by:** Michael K. | Head of Customer Operations, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 29, 2022

**What do you like best about Zendesk for Customer Service?**

It can do a lot of things and can be integrated with many apps. Very highly customizable to meet your needs

**What do you dislike about Zendesk for Customer Service?**

You almost need a Zendesk developer if you want to maximise your usage and cost aren't competitive when you compare to the competition.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

the general part of a customer service team with issue logging, reporting, etc which is allowing for saved time and tracking and improvements.

  ### 23. email newest message at the bottom is really annoying and not user friendly

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** May 03, 2022

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

Groups, being able to hop in and out of groups very quickly to see what everyone is doing is very useful. the views are good but could do with more options for the requirements

**What do you dislike about Zendesk for Customer Service?**

the conversation box, by putting new emails at the bottom makes finding the latest message hard sometimes. also removing who an email is sent to makes it hard to know which people have seen which messages in the feed, also adding ccs by using a macro would be nice but being able to read the emails is much more important to me

**Recommendations to others considering Zendesk for Customer Service:**

there are other providers of a similar/ better product for email communication, but for chats zendesk is good

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

the select an address app helps to focus our customer's emails and stops them from emailing people who either are no longer in the business or not working on that account.

  ### 24. Longtime customer, increasingly dissatisfied

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 07, 2022

**What do you like best about Zendesk for Customer Service?**

It covers the basics in terms of what we need for both public-facing support articles, as well as support ticket management.

**What do you dislike about Zendesk for Customer Service?**

Since the beginning, zendesk has done a poor job of making the admin side of the platform easy to use. It has always been difficult to find admin functionality, and despite somewhat frequent changes to how it works, it never actually solves this problem.

Zendesk's own support team is pretty good, but it's very difficult to get in touch with someone, just because their chat feature is buried in the platform.

They make it difficult to pay more for access to additional features without massive upgrade fees (at least for a legacy customer who's paying a low fee).

The sales team doesn't seem to care about us as a customer, and while the customer support reps do, they never seem to be able to escalate our issues to anyone who cares about us either.

The platform does not make it easy to do reporting, and even charges more for reporting features which should be available standard, as it's a core part of the functionality every single customer needs.

**Recommendations to others considering Zendesk for Customer Service:**

Consider alternatives.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We use zendesk to track support requests, and manage a public-facing customer portal of support articles/content.

  ### 25. Many great features, several downfalls

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** September 06, 2022

**What do you like best about Zendesk for Customer Service?**

The shared inbox is great to be able to ensure customers are getting rapid support and attention. We love the text feature so we can provide support via text.

**What do you dislike about Zendesk for Customer Service?**

There is no control over suspended tickets. Even if you whitelist certain organizations, many very important tickets are in suspended. Even emails from zendesk.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We like to offer customers the option to text their questions.

  ### 26. Decent, but lacking in chat options.

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** June 10, 2022

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

It is a very robust system with multiple options to tailor your support to your clientele.

**What do you dislike about Zendesk for Customer Service?**

There are only 3 aux codes for chat availability: Online, Offline, and Away. For such a robust system, this is disappointing. The system is not user-friendly., so it can be difficult to find the correct setting you want to adjust. The Help Center articles do not appear properly to user segments.

**Recommendations to others considering Zendesk for Customer Service:**

Determine exactly what you need and how those features would look on Zendesk before enrolling in the system.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Zendesk has allowed us to set up a Live Chat option on our website. which increases customer satisfaction.

  ### 27. Slow to receive an answer

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** July 06, 2022

**What do you like best about Zendesk for Customer Service?**

Many resources are available. Community Forum is also interesting to see that other customers also have same questions.

**What do you dislike about Zendesk for Customer Service?**

It takes ages to receive my answer when I contact the customer service representative. I need to log another ticket if the ticket is resolved but I still have some further questions. I assume that the staff are located in US. It is understandable there is a time difference however I feel that customer service is getting worse. I prefer to have someone answering my questions within the same day. (it used to be within 15 minutes)

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

A lot of data helps us understand trends and root cause issues. We are using this data to improve customer service.

  ### 28. Poor level of support

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** October 07, 2021

**What do you like best about Zendesk for Customer Service?**

I like the existing out-of-the-box dashboards within explore, particularly for ticket volume, SLA achievement rate, and CSAT.

**What do you dislike about Zendesk for Customer Service?**

Basic functionality doesn't seem to exist — like creating a query that pulls a table with both requester email and the requester quote itself. I'm not sure why it isn't possible to include customer quote when it's such a fundamental value.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Our CSM will make recommendations for what we should do at a high level but doesn't seem to have working knowledge of the system. Whenever I have questions, she redirects me to support articles, but the skill level required to digest these support articles is moderate or advanced. Or I'm directed to chat with a support team, and when I chat with them, they tell me I should consider using Zendesk partners (a paid service). I am constantly just sent in a loop of no one being able to help me set up simple things or troubleshoot certain logic.

  ### 29. Zendesk did not live up to expectations

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.)

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name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** August 18, 2021

**What do you like best about Zendesk for Customer Service?**

I like the Asana and Slack integrations and ability to add multiple ticket field to the left-hand rail of browser (our agents use this feature for issue reporting). We also have our ops team included as agents but with completed different views as our support team which gives the illusion of having two inboxes in one.

**What do you dislike about Zendesk for Customer Service?**

The onboarding experience was challenging. So many essential and elementary functions like sending or forwarding an email are hidden behind obscure settings or require an app integration - elementary functions that are available on smaller and less expensive platforms. For a company that markets as the best platform for ticket resolution, I continue to be disappointed in the lack of innovation. For example, when exploring the Zendesk help center, you see comments from users asking for simple updates for years ago that that yet to be addressed. I also find the customer support team to be inadequate or unfamiliar with the platform they are troubleshooting. I often have to speak with multiple reps to receive an answer to an issue. I also don't love views. It is hard to see your entire inbox and there is not an option to create folders, only different views. The suspended email function is frustrating, too, as we have many workflows tied to our email address that constantly get blocked.

**Recommendations to others considering Zendesk for Customer Service:**

Explore other options before committing and spend the time identifying your needs. Then, ask more than 1 ZD rep if the platform will meet those needs. We were told specific needs would be met but quickly learned that was not the case once we were in the thick of it.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

The asana integration lets our support team create tasks for the operations team without switching browsers and keeps the task tied to a specific ticket - This has helped with organization. The slack integration works similarly.

  ### 30. Not a happy customer but too busy to go anywhere else or train anyone on anything new

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Professional Training & Coaching | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** October 21, 2021

**What do you like best about Zendesk for Customer Service?**

I like in theory how it helps to keep everything organized. You can easily manage and keep an eye on how many open issues there are and how long they take to get closed. It is a great way to see overall how much of what type of requests we receive. It is a great way that people on all of our teams can help each other out.

**What do you dislike about Zendesk for Customer Service?**

There constantly seems as though there is something wrong. We have accidentally deleted a core function that doesn't allow users to receive our updated comments. I do understand that it is great to be able to customize it to tailor our every need but how is this a core function that should even be something you are able to delete? It does not leave much room for human error without "breaking the system". My biggest complaint is that I constantly am reaching out and it is clear when someone is new or a lower-tier trained employee because they're working hard for long extents of time to figure it out for us to spend an hour on the line together with no resolve. I would much rather be escalated to someone who knows what they are doing than wait for someone to figure it out. It makes me frustrated and give up wanting to contact you. Then I have to figure out a workaround to cope with no one knowing how to help. 

Then you have the opportunity for emails to be forwarded straight to Zendesk but that same email address can not be one of our own agent's so nothing that the agent was responding to from their personal email address was copying the ticket inside of Zendesk. How is a major function such as this not something that can be done? It is a ticket management software that is supposed to manage email responses. Another issue was that automated responses were being triggered but there was no trigger to understand why they were getting a default notice and then also the one that I created as well.. Empty notifications were being sent out with no additional information.

I couldn't get a teammate of mine on board with this being an effective resource because of the ways it's fallen short. Now my company's team and customers continue to bipass using Zendesk at all and emailing each other directly. Our usage has significantly dropped.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

I was trying to have multiple back office agent's supporting each other by keeping our eyes on each other's emails and promptly responding to client's that someone will get too then soon. It was working well until our Program's email agent Genevieve could not get what she needed from Zendesk and was having to do double time by opening her email and also copy paste and editing it in the zendesk ticket. While some would receive the response and some would not by her copying the other directly forwarded email addresses. She had the biggest influx of emails and once no one could figure out how to make it work we had to pull hers out. Everyone has continued to request not using Zendesk.

  ### 31. Complicated, inaccessible, lacks UX designer.

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Cosmetics | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** August 06, 2021

**What do you like best about Zendesk for Customer Service?**

ZD talk: easy to use, better than google voice. Love that the phonecall is automatically recorded and ticket is automatically generated.

**What do you dislike about Zendesk for Customer Service?**

It is an incredibly inaccessible tool. The language is geared towards those in the tech space, and not customer service reps. I find that a majority of the tool is self-serve and self customizable. Which does not really matter if it is difficult and time-consuming to create customizations. ZD needs better UX - please hire a UX designer that focuses on accessibility. This goes beyond the inaccessible light gray text, low contrast, or confusing terms. Do research that involves actual customer support representatives to make the tool more useful to those who use it. Make the 'articles' you provide easier to follow along with and more readable. If not, put more tech-savvy individuals on the support team.

**Recommendations to others considering Zendesk for Customer Service:**

Look at other options if you do not have a great deal of time to set up and use this tool, much less train, other representatives, to use it. We have continued to use it because it feels like somewhat of both a sunk cost and what is the industry standard, and we will switch if we continue to not receive what we pay for. Our experience has gotten better as we have used the tool, but I would not recommend ZD.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

- Lack of attention to UX is a huge issue with this tool - Needs more clear language - Support team lacks technical experience: I often solve my own issues in the time that it takes for ZD to even understand my question. If this was a free service, that would be acceptable. It is not acceptable for a paid service. - Articles are difficult to follow along with - It is incredibly difficult to create automation, triggers, and views. - It is difficult to sort through your own emails and prioritize effectively

Benefits:

- Fonts are clear and easy to read - ZD talk is easy to use and has improved our overall customer experience. - Chat integration (while difficult to set up) has been useful and improved our customer experience. - Putting tickets into new, open, pending, and solved has helped me prioritize better than traditional Gmail.

  ### 32. Needs improvement on both UI and Client Success

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** October 01, 2021

**What do you like best about Zendesk for Customer Service?**

They have options to build on, i.e., chat, reporting, and the knowledge base.

**What do you dislike about Zendesk for Customer Service?**

It is very user-unfriendly, creating a workflow, a report, and setting up the chat flows needs so much improvement. Even as a user, reaching out to Zendesk's chat support I had so many issues with the chat suddenly stopping in the middle of our conversation before my issue was resolved. The chat flow didn't allow enough flexibility to collect users' information. The reporting was overall very tough to create and felt very much back in time in terms of UI & UX. Finally, the account management team was not helpful at solving any of our issues and instead tried upselling additional packages that we mentioned we had no interest in. They, unfortunately, didn't even respond to our account closure emails and decided to renew our subscription and charged us.

**Recommendations to others considering Zendesk for Customer Service:**

I would go with Intercom!

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We use it for ticketing, chat, and reporting on ticket volumes. It's easy to keep track of inbound tickets that are in different stage and urgency.

  ### 33. User friendly platform but technical service dismal

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** June 29, 2021

**What do you like best about Zendesk for Customer Service?**

The platform is very easy to use and we had quick uptake with it. The smartlists are super easy to work from, the adaptations easy to implement.

**What do you dislike about Zendesk for Customer Service?**

From the platform itself, there is not much to dislike - we use the old BASE platform, however so we don't know what the Zendesk platform is like. The only challenge on the platform is we can't set our sales goals to financial year, just calendar year so that part is useless to us. 
On the service side, expect to only communicate digitally with problems; no one has a phone apparently. And also, expect long wait times - our last issue took 10 days to get a valid response. It is frustrating not to get direct service and be directed to self-help - we don't have the time to go on fishing expeditions.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

It's great for customer management and both customer and internal communication.

  ### 34. Years of changes turned Zendesk from one of the best solutions into an expensive nightmare.

**Rating:** 1.5/5.0 stars

**Reviewed by:** Christian R. | Director, Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 29, 2021

**What do you like best about Zendesk for Customer Service?**

Honestly, considering the changes made during the last five years there is not much left to like. Many basic features that used to be available on entry-level plans are now hiding behind overpriced plans and the help center isn't really clear in all cases making it a guessing game if something that doesn't work is because of a bug or because it's simply not available to all users.

**What do you dislike about Zendesk for Customer Service?**

Zendesk changed over the years from a great company with great pricing to a business that offers more and more but hides basic features behind overpriced plans that most businesses on their way up won't afford.

**Recommendations to others considering Zendesk for Customer Service:**

If you can find something else that covers your needs avoid Zendesk. Only if they see that their decisions over the last couple of years cause them to lose customers will they be likely to make the necessary adjustments to make Zendesk the #1 choice for all kinds of support solutions in the future.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

The only benefit left of Zendesk is their easy user interface to manage email requests and even that suffered from the introduction of their new "workspace" view.

  ### 35. Dissatisfied with the latest Task Player upgrade.

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 15, 2021

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Zendesk for Customer Service?**

The old version. The 'upgrades' typically feel like a 'backgrade'.

**What do you dislike about Zendesk for Customer Service?**

The 'upgrades' they make are rarely useful.

**Recommendations to others considering Zendesk for Customer Service:**

Stop doing unnecessary 'upgrades'.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

The Task Player issue. I requested they revert it back to an optional feature.

  ### 36. Solid Application with Poor Execution

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** June 22, 2021

**What do you like best about Zendesk for Customer Service?**

Zendesk is an excellent tool for responding to customers quickly and automating certain aspects of the communication process. The reporting on items is really solid, and there is a lot you can do with this tool. The Talk and Guide feature also provide an excellent service for most service-oriented companies.

**What do you dislike about Zendesk for Customer Service?**

The problem I have with Zendesk is that a lot of features that you expect to be there aren't there. Many of these features are spelled out in the community from 3-5 years ago and it looks like they are all but ignored. That brings me to their training and community. The training is limited. It shows you how to do things but doesn't give any indication of why to do something. Having your support be a community forum makes it hard to find how to do certain things. Personally, I think they should make a more robust training guide rather than having a spatter of articles from all over that may or may not address your questions.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

The biggest problem we are solving with Zendesk is having all communication with customers flow through Zendesk so that we can document all conversations, whether it is by phone or by email. This way we can keep a record of every interaction with a client. We are also able to direct customers to the correct department without having to waste their time or transfer them to multiple people.

  ### 37. Zendesk Help Support is extremely slow and unknowledgeable.

**Rating:** 2.0/5.0 stars

**Reviewed by:** Nate Z. | Customer Experience Operations, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** January 12, 2021

**What do you like best about Zendesk for Customer Service?**

Extremely thorough system with some incredible functionality

**What do you dislike about Zendesk for Customer Service?**

The set up / administration is a beast, and often you will need to contact support for help. I've contacted them a couple times with minor questions, but responses take forever. We sent in a question on Dec 4, reach out twice after that and didn't get a response until Dec 16. It is now Jan 12 and the question is still unresolved because each time u send a message it can take 3-5 days to get a sentence response. We wanted to launch jan 18, so we figured reaching out about the issue on Dec 4, would give us enough time...guess not.

This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We are switching off of intercom to a new, more complex, and more robust ticketing system. We are seeing much greater reporting functionality.

  ### 38. Not very flexible

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 17, 2021

**What do you like best about Zendesk for Customer Service?**

I like how comprehensive the sales funnel report

**What do you dislike about Zendesk for Customer Service?**

I don't like that if an existing contact submits another inquiry through my website, Zendesk doesn't recognize that they already exist and notify me of a new inquiry. Instead, it creates a new lead.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

I realized that the lead capture form I'm using on my website isn't the one that Zendesk created for me.

  ### 39. Documentation of products is not good. Lot of confusion between Zendesk Messaging & Livechat option

**Rating:** 1.5/5.0 stars

**Reviewed by:** Arpit D. | product manager, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 30, 2021

**What do you like best about Zendesk for Customer Service?**

Zendesk Live Help is good as they are accessible but even they don't know about zendesk messaging in detail

**What do you dislike about Zendesk for Customer Service?**

Very hard to use product & no help from Zendesk team in implementation. Have already faced multiple issues on Zendesk website. A big turn off!

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Accessible. Helpful only when you know what you want to do but zendesk call it something else. To find jargons being used basically

  ### 40. Continuous Glitches

**Rating:** 2.0/5.0 stars

**Reviewed by:** Stephany M. | Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** December 17, 2019

**What do you like best about Zendesk for Customer Service?**

It is easy to use, practical and allows the employees to manage information in a more organized way. In addition, it takes into consideration the privacy of the client's information.

**What do you dislike about Zendesk for Customer Service?**

In a month it might show issues like slow performance or it crashes. In addition, when there are several users using the program they might meet in a same ticket not allowing one of them to send the response and not warning them.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We take tickets providing related to an app and provide users with customer service when the app shows any issues.

  ### 41. Lacks so many essential features and obsolete UX & UI

**Rating:** 2.0/5.0 stars

**Reviewed by:** Sumeet M. | Founder and CEO, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** October 22, 2018

**What do you like best about Zendesk for Customer Service?**

It's really quite easy and simple to onboard and uses. If you're using Enterprise plan then there's always chat support for you. Widely used Customer Support tool with a focus on productivity and team response metrics. It's highly scalable.

**What do you dislike about Zendesk for Customer Service?**

Their support at Tier 2 and Tier 3 levels. No chat support for initial paid plans and very outdated UI & UX. A quite costly plan in comparison to other market players.

**Recommendations to others considering Zendesk for Customer Service:**

If you're a big enterprise focusing more on productivity of your Customer Support Team then this tool is for you as Zendesk is more Team metrics than customer satisfaction.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We're using Zendesk Suite Pro for the customer support mostly by email ticketing system for RTIwala clients. Though also using for Social Customer Support via Facebook and Twitter.

  ### 42. Outstanding service, terrible customer support

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** April 07, 2019

**What do you like best about Zendesk for Customer Service?**

Zendesk offer an outstanding service, it is far better than any other service provider out there, at an affordable cost too.

**What do you dislike about Zendesk for Customer Service?**

Zendesk offer terrible customer support, it often takes 10+ days to solve a simple issue if it not classed as "critical". billing issues also takes a very long time to resolve.

**Recommendations to others considering Zendesk for Customer Service:**

If you are looking for a customer service Helpdesk then Zendesk is the one. If you're looking for a relationship with your provider, Zendesk is not the one.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Zendesk has provided an excellent service to our customers, we have been able to solve issues at a rapid rate, however due to Zendesk's poor customer care we are ending our agreement with them at the end of the month.

  ### 43. Zen desk Chat

**Rating:** 1.5/5.0 stars

**Reviewed by:** Timothy A. | Talent Acquisition Specialist, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** April 09, 2019

**What do you like best about Zendesk for Customer Service?**

What I like about this program is that it helps user better interfere with customer complaints and compliments to help your business grow and understand where you need to improve yourself.

**What do you dislike about Zendesk for Customer Service?**

What I dislike is that it does not provide a complete interface where you need to more to better understand for the user and the consumers point.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

It has been trials and error and the program what not used much.

  ### 44. It needs a lot of work

**Rating:** 2.0/5.0 stars

**Reviewed by:** Mercedes D. | Barista, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** February 22, 2019

**What do you like best about Zendesk for Customer Service?**

I liked that Zendesk usually accomplished what we needed it to, but it constantly crashed or malfunctioned, slowing my team and impeding their stats

**What do you dislike about Zendesk for Customer Service?**

It constantly crashed or malfunctioned, slowing my team and impeding their stats

**Recommendations to others considering Zendesk for Customer Service:**

If you do implement Zendesk, please ensure that you are communicating with their team about size of company, expected same time usage, etc.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We used Zendesk to reply to tickets and to call couriers, customers, merchants, and internal communication about CX/PM/MX related content

  ### 45. Phone Support that doesn't execute

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** January 30, 2019

**What do you like best about Zendesk for Customer Service?**

The software suite is a good idea to reduce costs and improve cross channel customer support functions.

**What do you dislike about Zendesk for Customer Service?**

Zendesk aims high with this call center software but it misses the mark. It's relatively easy to set up if you're familiar with their current ticketing solution software, but it doesn't quite pack the punch that it hopes to. I've found that the customer experience was not always as positive using this vs. competitors.

**Recommendations to others considering Zendesk for Customer Service:**

There are other competitors on the marketplace which provide better overall customer experience. This isn't the worst offering out there but I think others could be better suited for our industry.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We integrated the Zendesk talk with our Zendesk ticketing support system to try and provide better customer support.

  ### 46. Best Customers Support

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** March 01, 2019

**What do you like best about Zendesk for Customer Service?**

Being a marketer with a small business, I have to manage customer support myself where Zendesk helps me to do this. Quite easy to handle and the best thing is the email support.

**What do you dislike about Zendesk for Customer Service?**

Nothing to dislike in this product, while this app helps me to solve customers' problems.

**Recommendations to others considering Zendesk for Customer Service:**

Customer support is essential for your business. Many tools are available, but Zendesk is reliable for both business and customers.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We are running a small business for marketing and advertising where our customers always demand a support portal instead of sending mail. We use it to create tickets, follow up, and much more.

  ### 47. Mis-sold and customer services refuse to provide the complaints procedure

**Rating:** 1.5/5.0 stars

**Reviewed by:** Asa B. | Operations Director, Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** April 11, 2018

**What do you like best about Zendesk for Customer Service?**

The software itself is very good the service desk, however, less so.

**What do you dislike about Zendesk for Customer Service?**

When you take a trial you choose which trial of which plan. What actually happens is you are shown the features of professional and the only way you would know is if you looked at the asterisk on professional. Why would you do this if you are trialling Team!?

When this was required it was agreed it was a mistake. As we have been mis-sold we asked for the extra feature included in our demo of team to be provided as a gesture of goodwill. No extra cost to Zendesk as they are a software company and this extra little feature as no extra overhead. We were told this was not possible and when asked to raise a complaint we were refused. When asked about the complaints policy, we were refused. Twice promised a call back from a manager, no contact. Contacted a staff on Linkedin who referred me back to the ticket owner and we're back into a loop.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We have seen that we are efficient with a team working on Zendesk. The categorisation is useful also.

However, please be careful. C/S survey results are only available on professional (not team).

  ### 48. It does the same job as Freshdesk but with average support at 3 times the price

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** July 31, 2018

**What do you like best about Zendesk for Customer Service?**

It stores most of the information you need centrally and this makes it easy for our support team to respond and manage to users.

**What do you dislike about Zendesk for Customer Service?**

1) Mobile version is horrible. 2)The tickets are just stored and there is no real value add apart from storage. Does not even integrate well with Gmail. It is difficult to configure. 3) Bulk changes to tickets is not possible. It is so tedious you'd rather give up. 4) it is EXPENSIVE, with no ADD-Ons. Freshdesk offers everything at a lesser price.

**Recommendations to others considering Zendesk for Customer Service:**

Do not consider this product, if you are starting out, start with a simpler product like a Freshdesk or Zoho. Zendesk should be the last option.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Support issues were getting clogged in email. We needed a ticket tracking system which can help us stay organized.

  ### 49. Slow interface; Difficult navigation

**Rating:** 1.5/5.0 stars

**Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** December 02, 2018

**What do you like best about Zendesk for Customer Service?**

Zendesk Chat offers an efficient way to communicate with customers and offers many customization options for user interface.

**What do you dislike about Zendesk for Customer Service?**

Notifications tend to be distracting and there is extreme difficulty with navigating the history portion of the chats.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

Zendesk Chat provides a way to interact with customers in live time rather than email interaction which can take hours to days to resolve problems for customers.

  ### 50. I don't like Zendesk

**Rating:** 2.0/5.0 stars

**Reviewed by:** Donald G. | Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review.

**Reviewed Date:** July 06, 2018

**What do you like best about Zendesk for Customer Service?**

I suppose the interaction with other websites and apps is a good feature.

**What do you dislike about Zendesk for Customer Service?**

I dislike the call features and the way we have to save a ticket as open then save again as pending.

**Recommendations to others considering Zendesk for Customer Service:**

I recommend other options, Zendesk is not the best software.  The mobile app is very limited too.

**What problems is Zendesk for Customer Service solving and how is that benefiting you?**

We just use it to manage emails to customers.


## 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?filters%5Bnps_score%5D=2&utf8=%E2%9C%93&section=pricing&secure%5Bexpires_at%5D=2026-09-21+16%3A48%3A45+-0500&secure%5Bsession_id%5D=154b25ed-7b14-4e98-992a-f1b434206695&secure%5Btoken%5D=7e44832ed2765f2bd18a57160501013eab3b42951da088aae8988bc87dfc3d57&format=llm_user)

## Zendesk for Customer Service Features
**Additional Functionality**
- Tagging
- Natural Language Processing
- Data Extraction
- Multi-Language
- Predictive Analytics
- Drag & Drop
- Speech Recognition
- Reporting/Analytics
- Data Storage Management
- Virtual Personal Assistant (VPA)
- AI Copilot
- Customer Segmentation
- Collaboration Tools
- Data Import/Export
- Generative AI
- For eCommerce
- Role-Based Permissions
- Customizable Branding
- Search/Filter
- Monitoring
- Document Management
- API
- Data Visualization
- Trend Analysis
- Machine Learning
- Access Controls/Permissions
- Alerts/Escalation
- Performance Metrics
- Real-Time Data
- Third-Party Integrations
- Mobile App
- Multiple Data Sources
- For Sales Teams/Organizations
- Sentiment Analysis
- Activity Dashboard
- Chatbot
- Workflow Automation

**Additional Functionality**
- Third-Party Integrations
- To-Do List
- @mentions
- Single Sign On
- File Management
- Activity Dashboard
- Drag & Drop
- Alerts/Notifications
- Prioritization
- Access Controls/Permissions
- Screen Sharing
- Content Management
- Brainstorming
- AI Copilot
- File Transfer
- Calendar Management
- Status Tracking
- Real-Time Notifications
- Version Control
- Task Management
- Activity Tracking
- Real Time Editing
- Communication Management
- Chat/Messaging
- Tagging
- Generative AI
- Assignment Management
- Task Scheduling
- Project Management
- Collaboration Tools
- Workflow Management
- Secure Data Storage
- File Sharing
- Document Storage
- Task Progress Tracking
- Discussions/Forums
- Commenting/Notes
- Reporting & Statistics
- Contact Management
- Video Conferencing
- Progress Tracking
- Mobile Access
- API
- Document Management
- Customizable Branding

**Dashboard**
- Dashboard

**Speech Recognition**
- Speech Recognition

**Compliance Management**
- Compliance Management

**Autonomous Task Execution**
- Autonomous Task Execution

**Sentiment Analysis**
- Sentiment Analysis

**Data Security**
- Data Security

**Third-Party Integration**
- Third-Party Integration

**Human-in-the-loop (HITL)**
- Human-in-the-loop (HITL)

**Agentic Task Execution**
- Agentic Task Execution

**Natural Language Processing**
- Natural Language Processing

**Conversational AI**
- Conversational AI

**Performance Metrics**
- Performance Metrics

**Interaction Tracking**
- Interaction Tracking

**Knowledge Base Management**
- Knowledge Base Management

**CRM Integration**
- CRM Integration

**Inquiry Routing**
- Inquiry Routing

**Contextual Guidance**
- Contextual Guidance

**Communications Management**
- Communications Management

**Proactive Chat**
- Proactive Chat

**Ticket Management**
- Ticket Management

**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
- Workflow Management
- Knowledge Base Management
- Ticket Management
- Call Center Management
- Queue Management
- Inbox Management
- Support Ticket Management
- Email Management

**Usability**
- All-Employee Access
- Supporting Documents
- Two-Way Communication
- Multi-Channel Communication

**Productivity Tools**
- Notes
- Internal Discussion
- Assignments and Tasks
- Workflows
- Templates
- Integrations
- Tagging System

**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
- Knowledge Base Management

**Generative AI**
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Generative AI**
- AI Text Generation
- AI Text Summarization

**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
- Real-Time Notifications
- Real-time Consumer-facing Chat

**Process**
- Mentions
- Tickets
- Macros

**Reporting**
- Priority Case Alerts
- Trend Analysis
- Performance Monitoring
- Social Media Monitoring

**Analytics**
- Trends
- Performance Tracking
- Email Tracking

**Platform**
- Live chat
- Integrations
- Branding
- Analytics
- Collection of information
- Augmented Analytics
- Proactive Chat

**Support Automation**
- Intelligent Routing
- Seamless Escalation
- Transcripts
- Self-Serve Support

**Administration**
- Scheduling
- Triggered Notifications
- Segmentation
- Integrations

**Automation**
- Ticket Resolution
- Customization
- Intelligent Routing
- Customizable Templates

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**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

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**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

**Additional Functionality**
- Real-Time Analytics
- Email Management
- API
- Single Sign On
- Search/Filter
- Collaboration Tools
- Third-Party Integrations
- Activity Dashboard
- Canned Responses
- Surveys & Feedback
- Reporting/Analytics
- Transfers/Routing
- Geotargeting
- Interaction Tracking
- CRM
- Transcripts/Chat History
- Document Storage
- Screen Sharing
- Contact Management
- Autoresponders
- Multi-Channel Communication
- Mobile Access
- AI Copilot
- Offline Form
- Real-Time Monitoring
- Support Ticket Management
- File Sharing

**Additional Functionality**
- Customer Surveys
- Lead Qualification
- Transcripts/Chat History
- Language Detection
- Pre-Configured Bot
- Lead Capture
- Code-free Development
- Natural Language Processing
- Multi-Language
- For Sales/Marketing
- Contextual Guidance
- Automated Responses
- Customer Support
- Chatbot
- Intent Recognition
- Sentiment Analysis
- Customer Experience Management
- Query Suggestions
- Transfers/Routing
- AI Copilot
- Canned Responses
- AI/Machine Learning
- Multi-Channel Communication
- Automated Routing
- Workflow Automation

**Additional Functionality**
- Social Media Integration
- Survey/Poll Management
- Live Chat
- Real-Time Reporting
- Support Ticket Tracking
- Knowledge Base Management
- Customer Complaint Tracking
- Real-Time Notifications
- Case Management
- API
- Collaboration Tools
- Customizable Templates
- AI Copilot
- Data Import/Export
- Interaction Tracking
- Service Level Agreement (SLA) Management
- Audit Trail
- Issue Management
- Real-Time Updates
- Corrective and Preventive Actions (CAPA)
- Access Controls/Permissions
- Self Service Portal
- Multi-Channel Management
- Third-Party Integrations
- Canned Responses
- Email Management
- Customizable Forms
- Surveys & Feedback
- Activity Dashboard
- Prioritization
- Routing
- Support Ticket Management
- Widgets
- Chat/Messaging
- Alerts/Escalation
- Activity Tracking
- SSL Security
- Workflow Management
- Quality Assurance
- Feedback Management
- Issue Tracking
- Customizable Branding
- Tagging
- Customer Service Analytics
- Assignment Management
- Email Templates
- Customizable Reports
- Reporting/Analytics
- Reporting & Statistics
- Forms Management

**Additional Functionality**
- Workflow Management
- Interaction Tracking
- Alerts/Notifications
- Single Sign On
- Self Service Portal
- Real-Time Analytics
- Customer Database
- Client Portal
- Inventory Management
- Tagging
- Configurable Workflow
- Customer History
- Surveys & Feedback
- Support Ticket Management
- Service Level Agreement (SLA) Management
- Widgets
- Search/Filter
- Chatbot
- Email Templates
- Activity Tracking
- Feedback Management
- Real-Time Data
- API
- Reporting/Analytics
- Event Triggered Actions
- Website Integration
- Help Desk Management
- Call Center Management
- Queue Management
- SSL Security
- Social Media Integration
- CRM
- Chat/Messaging
- Live Chat
- AI Copilot
- Customizable Reports
- Email Management
- Customizable Branding
- Reporting & Statistics
- Real-Time Notifications
- Access Controls/Permissions
- Customizable Forms
- Customer Communication
- Activity Dashboard
- Third-Party Integrations
- Customizable Fields
- Multi-Channel Communication
- Application Management
- Communication Management
- Role-Based Permissions

**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
- Video Chat

**Platform**
- Customization 
- Integration APIs
- Internationalization
- User, Role, and Access Management
- Activity Dashboard
- Activity Dashboard
- Mobile Access
- Activity Dashboard
- Training Management
- Goal Management
- Feedback Management
- Action Management
- Mobile Access
- Activity Dashboard
- Benefits Dashboard
- Activity Dashboard
- Feedback Management
- Performance Management
- Recruitment Management
- Compliance Management
- Training Management
- Calendar Management
- Employee Management
- Orientation Workflow Management
- Task Management
- HR Management
- Help Desk Management
- Mobile Access
- Payroll Management
- Document Management
- Job Description Management
- Social Media Integration
- Mobile Access
- Activity Dashboard
- Third-Party Integrations
- Assessment Management
- Social Media Integration
- Activity Dashboard
- Mobile Access
- Third-Party Integration
- Initiative Management
- Workflow Management
- Community Management
- Employee Referral Management
- Candidate Management
- Workflow Management
- Communication Management
- Advertising Management
- Application Management
- Email Management
- Job Management
- Discount Management
- Pipeline Management
- File Management
- Job Management
- Data Storage Management
- Compensation Management
- Employee Management
- Job Application Management
- HR Management
- Competency Management
- Performance Management
- Compliance Management
- Job Description Management
- Evaluation Management
- User Management
- Role-Based Permissions
- Third-Party Integrations

**Platform**
- Mobile User Support
- Customization 
- User, Role, and Access Management
- Third-Party Integrations
- Reporting
- Activity Dashboard
- Mobile Access

**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
- Budgeting/Forecasting
- Automated Scheduling
- Employee Scheduling
- Time Off Management
- Workflow Management
- Timesheet Management
- Recruitment Management
- Performance Management
- Payroll Management
- Attendance Management
- Calendar Management
- Employee Management
- Compliance Management
- Compliance Tracking
- Activity Tracking
- Sick Leave Tracking
- Vacation/Leave Tracking
- Skills Tracking
- Variable Workforce
- Reporting/Analytics

**Automation**
- Customer Interaction Automation
- Feedback Collection
- Document Processing

**Autonomy**
- Independent Decision Making
- Adaptive Responses
- Task Execution
- Problem Solving

**Additional Functionality**
- Real-Time Reporting
- Shift Swapping
- AI Copilot
- Real-Time Notifications
- Reminders
- Self Service Portal
- Employee Database
- Time Off Requests
- Approval Process Control
- Performance Metrics
- Employee Onboarding
- Document Storage
- Real-Time Data
- Data Import/Export
- Time & Attendance
- Drag & Drop
- Clock In/Out
- Customizable Reports
- Generative AI

**Additional Functionality**
- Automated Routing
- Chatbot
- Reporting & Statistics
- Autoresponders
- AI Copilot
- Real-Time Monitoring
- CRM
- Gamification
- Conversation Intelligence
- Customizable Fields
- Surveys & Feedback
- Key Performance Indicators
- Collaboration Tools
- Multi-Channel Communication
- Voice Recognition
- Live Chat
- Task Automation
- IVR
- Language Detection
- Multiple Data Sources
- Predictive Analytics
- API
- Alerts/Escalation
- Data Security
- Interaction Tracking
- Prioritization
- Secure Data Storage
- Macros/Templated Responses
- Performance Metrics
- Single Sign On
- Mobile App
- Reporting/Analytics
- Access Controls/Permissions
- Email Templates
- Real-Time Notifications
- Automated Responses
- Data Import/Export
- Personalization
- Workflow Automation

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