--- title: Zendesk for Customer Service Reviews meta_title: 'Zendesk for Customer Service Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 7084 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: 7084 scale: '5' date_modified: '2026-09-25' 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:** 7,084 **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. Overall experience with Zendesk Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Ranajit B. | Network Engineer, Enterprise (> 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:** July 27, 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?** One thing i really like about Zendesk is how easy it is now to manage the customer ticket in one place . The interface is quite simple and easy to undeerstand for new users , even if new users can experience the same after using using it a few days and help to customer by responding to customer faster , which the things that matters the most to the customer's expeience. Love te automation feature that is routing the cases to the right teams like region wise and teams who should be responsible for a particular issues for dedicated problems, Over all the process are making it much more organised and efficient. **What do you dislike about Zendesk for Customer Service?** Yes , I think that need to be improved is like switching directly to the next ticket with out going back to the search or ticket list again , that would save my enoguh time as a admin to resolve the issues faster and make me more time efficient to think deeply about the concern on a daily basis . One more features that should be added like assigning cases directly to engineers if multiple engineers are there in shifts. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is easier for the management team to track and get updates on all the employees. **Official Response from Zendesk Sam:** > We're glad to hear that you find the setup process both easy and straightforward to understand, Ranajit. Our team is always dedicated to enhancing the system to provide an even better experience for our users. Please rest assured that we will carefully consider your thoughts and comments as valuable feedback to help guide our improvements. Thank you very much for your ongoing support of Zendesk. ### 2. Simplified Customer Support with Zendesk – A Lifesaver! **Rating:** 5.0/5.0 stars **Reviewed by:** Aijaz L. | Senior Systems Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **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 28, 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?** One new thing I have appreciated about Zendesk for Customer Service is the improvement in automation and workflow management. Features like advanced triggers and conditional macros have helped reduce repetitive actions and allow agents to focus more on resolving customer issues rather than managing tickets manually. I also like the reporting and analytics dashboards. They provide clear insights into ticket volume, response times, and agent performance, which helps teams identify areas for improvement and manage workloads better. Another thing I find valuable is the omnichannel capability. Zendesk brings email, chat, and messaging into one workspace, so it is easier to track the full conversation history of a customer. This improves response quality because agents can quickly understand the context without searching across multiple systems. The collaboration features are also useful since internal notes and tagging help teams work together on complex cases without confusing the customer conversation. Overall, these updates make Zendesk more efficient for daily support operations and help teams deliver faster and more consistent customer service. **What do you dislike about Zendesk for Customer Service?** One area Zendesk for Customer Service could improve is reporting flexibility. While the analytics tools are powerful, creating highly specific reports still requires time and experience with the reporting interface. Making report building more intuitive would help agents and team leads access insights faster without needing advanced configuration. The mobile experience could also be stronger. It works well for quick replies and basic ticket checks, but handling complex tickets, bulk actions, or detailed customer histories on mobile can feel limited. Improving mobile navigation and ticket management would make it more useful for agents who work remotely. Another area for improvement is system performance when handling very large ticket queues or multiple integrations. In high volume environments, the interface can sometimes slow down when loading ticket histories or switching views. Streamlining performance in these scenarios would improve efficiency for support teams. Overall, Zendesk is a very capable platform, but improvements in reporting simplicity, mobile usability, and performance under heavy workloads would make the experience even better for daily support operations. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite has helped solve one of the biggest challenges in customer service — staying organized while managing high volumes of customer queries across different channels. Before Zendesk, it was hard to track conversations, especially when customers would contact us via email, chat, or even social media. With Zendesk, everything comes into one platform, and each interaction is converted into a ticket that can be tracked, assigned, and followed up — nothing gets lost anymore. Another problem it solved is response time. With the help of macros, triggers, and canned responses, I can now reply to repetitive questions faster and more consistently, which not only improves productivity but also gives customers quicker solutions. It also helps in team collaboration — internal notes and ticket assignments make it easy for our team to stay on the same page, even across shifts. Reporting and analytics, while a bit complex at first, have been useful for identifying trends and spotting areas for improvement in our support process. Overall, Zendesk has helped us streamline communication, reduce response times, and improve the overall customer experience — and for me personally, it’s reduced a lot of the manual work and stress. **Official Response from Zendesk Sam:** > Hey Aijaz! Thanks for leaving a review! We're happy to hear that Zendesk Support helps make your job more efficient! If you need any assistance, feel free to reach out to us via this link: https://zdsk.co/zdhelp Thank you for your support and we look forward to making your experience with us even better! ### 3. Great help desk, rightfully an industry leader, but lacks a desktop app **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) 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 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 31, 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?** Zendesk is fantastic, I love the program itself and how user-friendly it is. It helps me stay on top of my work and work so well with my workflow that I can never envision not using it. **What do you dislike about Zendesk for Customer Service?** I will reiterate the fact that there is no native desktop application. If I had the ability to receive desktop notifications instead of having to set that up via a Slack integration, I would give its 10/10 back. I had to remove a point for this because I've been needing this more and more having used Zendesk for so many years. I don't want to have to create new Slack channels just to get a notification when a ticket's been updated, I'd like this to come from Zendesk itself. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Helps solve the tracking and reporting issues regarding the CRM I work with. Keeps all communications with clients in one spot which is a wonderful experience. ### 4. I have hands-on experience in customer onboarding **Rating:** 4.5/5.0 stars **Reviewed by:** Akhil S. | Anti-Money Laundering Specialist, Human Resources, Small-Business (50 or fewer emp.) **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:** July 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?** One thing I appreciate about Zendesk for Customer Service is how easy it is to manage and respond to client enquiries via email. The platform helps organize tickets effectively, making communication with clients more efficient and ensuring timely resolution of issues. **What do you dislike about Zendesk for Customer Service?** No specific improvements at the moment. The platform works well for managing and responding to client enquiries efficiently.” 😊 **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite helps solve the challenge of managing customer interactions across multiple channels—like email, chat, phone, and social media—by bringing everything into a centralized platform. This improves response time, agent productivity, and customer satisfaction. It also addresses issues like ticket duplication, poor internal collaboration, and inconsistent service through features such as automated workflows, internal notes, and reporting tools. For me, this has meant fewer missed conversations, faster resolutions, and better visibility into team performance and customer needs—all of which help deliver a more streamlined and professional support experience. ### 5. Solid tool for support teams! **Rating:** 2.5/5.0 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 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 10, 2017 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?** Zendesk is one of the best customer support platforms on the market, particularly for enterprise organizations. It provides everything you need to build a modern help desk, including robust ticket management, automation, and SLA tracking to help teams consistently meet response and resolution targets. The platform integrates seamlessly with Salesforce, making it easy to surface important customer data directly within support workflows. Zendesk has also made significant investments in AI, offering tools that automate repetitive tasks, suggest responses, and help teams work more efficiently. If you’re looking for a scalable and feature-rich support solution, it’s an outstanding choice for growing and enterprise-level teams. **What do you dislike about Zendesk for Customer Service?** You can't go back and edit a ticket, it gets a little confusing when there's multiple emails for a customer (and an email may be in use already), and it lags from time to time. The ticket search function also lags sometimes too! **Recommendations to others considering Zendesk for Customer Service:** Super easy to use and it's a startup's best friend! **What problems is Zendesk for Customer Service solving and how is that benefiting you?** ZD helps us solve several core challenges in managing customer support at scale. Before implementing it, triaging incoming tickets, routing them to the right teams, and ensuring we consistently met SLAs required a significant amount of manual effort. Zendesk has streamlined all of that through powerful automation and workflow tools. The biggest benefit has been its AI capabilities. Zendesk can automatically categorize and prioritize incoming tickets and leverage our historical responses and knowledge base to suggest accurate replies to common customer questions. This has reduced the time our team spends on repetitive tasks, improved the consistency and quality of our responses, and allowed agents to focus on more complex issues. Its integration with Salesforce also gives our team immediate access to important customer information, which helps us provide faster and more personalized support. Overall, Zendesk has helped us increase efficiency, improve response times, and scale our support operations more effectively. ### 6. Easy to Use, Beginner-Friendly, and Info Is Always Within Reach **Rating:** 4.5/5.0 stars **Reviewed by:** Esteban R. | Sr. Tech Support, Mid-Market (51-1000 emp.) **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:** June 26, 2026 **What do you like best about Zendesk for Customer Service?** Easy to use and beginner-friendly, the information is readily available. **What do you dislike about Zendesk for Customer Service?** I wish the web version had alerts that were as clear as those in the iPhone and Apple Watch versions. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The system we used before contained all the customer's information, so much so that it was overwhelming; in Zendesk I control how much information is available ### 7. Zendesk’s Intuitive UI Makes CRM Work Feel Effortless **Rating:** 4.0/5.0 stars **Reviewed by:** Srikanth C. | 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:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 20, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk’s UI feels easier to use compared with other CRM tools. **What do you dislike about Zendesk for Customer Service?** There are too many Copilots for each group, and they feel like they’re working in silos. It would be much better to have a single Copilot or AI layer that sits on top of all the AI copilots and brings everything together. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It provides customers with all three channels voice, email, and self-service to submit tickets, and the auto-routing feature is also helpful. ### 8. Unified Feedback View with Helpful Dashboards and Automations **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) 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 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, 2026 **What do you like best about Zendesk for Customer Service?** What I value most is the unified view in one place of all feedbacks from our users. Dashboards and automations are extremely useful to help us reduce resolution time for tickets that are often the same. **What do you dislike about Zendesk for Customer Service?** Its easy to use after certain time but there is an adaptation time though. Also the website design is the bit outdated. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk help us to gather in one single place all tickets from customers. The tool is well integrated to our admin system and our website, which allow us to have a 360-degree view of the customer The service has been a significant increase in productivity by reducing repetitive manual tasks but also ensuring a better follow up of our customer team thanks to the different dashboards. Also, the tool is really fast and reliable. ### 9. Easy and practical CSM solution **Rating:** 4.0/5.0 stars **Reviewed by:** John W. **Validated Reviewer:** Validated through a business email account added to their profile **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 16, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk works out of the box and doesn't require extensive skills as is required as a salesforce admin. **What do you dislike about Zendesk for Customer Service?** Zendesk has significantly improved its customized value with action and app builder, but there are still many basic functions that require a Trigger or some custom-built app i.e. I just spent a few hours implementing a Trigger and custom action to copy parent ticket priority to the child side conversation, something that's been asked for for years in the Community. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I have 12 Brands and am working to integrate another Brand, so I would say it's working well. ### 10. Good but limited unless take the top package **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications 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:** June 15, 2026 **What do you like best about Zendesk for Customer Service?** Omnichannel CRM capabilities are a must when dealing with customers. Having all interactions with a customer in one place—whether it’s voice, live chat, WhatsApp, or any other channel—is fantastic. **What do you dislike about Zendesk for Customer Service?** The cost is high and some features and reporting are not available on lower packages meaning you are held hostage for the higher packages. Having a CRM in which you limit the ability to see what agents are doing is not functional and is prohibitive in its nature and as such I cannot recommend Zendesk **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The transparency of contact is making it easier for us to support customers and identify issues that have affected their service. It also helps us spot patterns where the same criteria matches, so we can try to pre-empt any future contact from that customer or from others with similar issues. ### 11. Industry leaders getting bogged down by their own success **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment 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:** May 13, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is historically the industry leader from my knowledge. This means they really do have a lot of features and options available and the platform itself provides everything you would hope it would. Interconnection of a help centre, email and phone platform is a standard that Zendesk really has been at the forefront of. There's a lot of options for external integrations and plenty of developers who have added their own more niche input. There's also a large knowledge base of their own to draw from in helping you get set up and finding answers to questions. **What do you dislike about Zendesk for Customer Service?** Unfortunately as the platform has ballooned it has become less easy to use. Some aspects are more clunky with hang ups from the extensive history of the software. This reflects particularly in reporting (analytics as it is now called). Metrics are hard to find and often give different results depending on your parameters where you'd expect them to be the same. Whilst ZD is embracing AI, it feels like their support has become far more robotic, whether this is due to the AI adoption or the extreme growth of the company and solution I could not say but when contacting a human be expected to be passed around departments for different answers, and for the humans to not actually parse your entire query (for example we have been switched to a higher bill as part of a regular up/downgrade cycle of our business with little warning and on trying to get htis sorted decided switching to SUite was for us, however the quote we were sent back included talk, which is included in suite... a bit of a lack of thoroughness.) **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We will shortly be leaving Zendesk as it's previous benefits of self service, a combined platform and no need for extraneous channels are being matched elsewhere in a way which suits our business more. ### 12. Transcripts and an Easy Usage Guide—A Great Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Dorcus M. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** transcripts and easy guide for usage. tracking tickets is easy and the ability to utilize everything under a single ticket is great. creating tags, intents, and creating content was easy. add users and agents is easy. I can easily reach out to our Zendesk Rep for questions when not capable getting all I need from the help desk. **What do you dislike about Zendesk for Customer Service?** creating forms is difficult and should be easier to do. would like to have more functions and capabilities within forms. integrating to other platforms is hard to come by without looking into others resources. it takes too long to get full support for complicated issues. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** getting transcripts in tickets is helpful. ### 13. Techstartup Success in Using Zendesk **Rating:** 5.0/5.0 stars **Reviewed by:** Will P. | Co-Founder, CTO, Small-Business (50 or fewer emp.) **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:** September 14, 2026 **What do you like best about Zendesk for Customer Service?** Easy to setup and leverage advanced features like the AI agent to quickly resolve customers issues. **What do you dislike about Zendesk for Customer Service?** The process of provisioning new agents is tied to a contract that isn't self service. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Keeping customer updated on their ticket status. Easily communicate with internal staff on issues and prioritizing tickets to resolution. ### 14. Excellent tool for ticketing, but very customizable & difficult to do on your own **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) 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 **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 08, 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 heavily use their macros. Recently having some health issues. Easy to set templates and reuse. Their new ai looks interesting but not available free as on several other platforms **What do you dislike about Zendesk for Customer Service?** Faster response times. Sometimes waiting for a response I have spent several hours and resolved the issue myself. **Recommendations to others considering Zendesk for Customer Service:** use the trial wisely, they are not giving any extensions which was very hard to give a demo to the management. I had to go for flexible contract to demo the product. The product itself is excellent once you know how, Good Support is hard to come by, when you do, collect and ask all your queries. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Helping me with the setting up of the ticketing system which will help organise and make more efficient the working of the support in my organisation. Still in setup stages so cannot comment on how it has improved anything ### 15. Zendesk is a solid tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | 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 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 14, 2026 **What do you like best about Zendesk for Customer Service?** My experiene with Zendesk is of the support ticketing, knowledge base, analytics, and admin functionality. Zendesk has always been an effective, flexible tool for us. It isn't necessarily the most sophisticated platform on the market (Atlassian probably has more features), but it works for our use case. **What do you dislike about Zendesk for Customer Service?** I can't think of anything significant I don't like. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use Zendesk primarily for managing support tickets and the knowledge base for users of web applications we run. It basically solves the problem of how users of those apps can authenticate on our apps and then - seamlessly, via JWT - jump straight into Zendesk. ### 16. Well-Organized Platform That Makes Customer Contacting Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Sifiso D. | Support Agent, Warehousing, 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 **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** July 31, 2026 **What do you like best about Zendesk for Customer Service?** It makes contacting customers more accessible, and creates a well organised platform. **What do you dislike about Zendesk for Customer Service?** We can't edit messages in case we did a typo. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Its a very organised ecosystem which creates time management for solving tickets ### 17. using since 2011 **Rating:** 5.0/5.0 stars **Reviewed by:** Scott H. | Small-Business (50 or fewer emp.) **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 19, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is a reliable and easy-to-use customer support platform that helps streamline communication across multiple channels. The interface is clean, and the automation tools save a lot of time when managing tickets. It integrates well with other systems and scales nicely as your business grows. Overall, it is a solid solution for improving customer service efficiency. **What do you dislike about Zendesk for Customer Service?** Not been able to stop spam, lots of spam gets into Zendesk. Even if you suspend and or block the same user. Triggers are very difficult to set up to send out automatic replies, they have the placeholders and words to use but dont explain to you in an easy way how to execute when setting up triggers. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** keeping all tickets in the same thread, organised. Also can look up the same customer tickets over time. we use for customer contact. ### 18. Zendesk Streamlines Customer Service for Faster, More Effective Responses **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | 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 LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 08, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk streamlines our customer service processes and enables to get back to customer faster and more effectively. **What do you dislike about Zendesk for Customer Service?** There is frequent changeover with Zendesk staff, making it difficult to connect with your representative. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk allows us to keep all of our customer communications in one place and easily connect internally about customer issues. ### 19. Flexible Ticket Holds, Helpful Merging, and Reliable Caller Recognition **Rating:** 5.0/5.0 stars **Reviewed by:** Emma C. | Trust & Safety Analyst, Mid-Market (51-1000 emp.) **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:** April 08, 2026 **What do you like best about Zendesk for Customer Service?** I like being able to place tickets on hold for custom amounts of time. Merging tickets is also helpful. Caller recognition is something we use often. I work on Zendesk every day. **What do you dislike about Zendesk for Customer Service?** Sometimes it can be inelegant/difficult to switch tickets between teams. I often get inbound calls from our main customer service representatives and the ticket will automatically mark as solved when I try to take it on. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helps keep all recorded calls in one place - the trancripts help me with clarity when I am reviewing cases. ### 20. Overall A Good Experience **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software 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:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Everything can be handled in one platform: calls, emails, a knowledge base, reporting, etc. It’s convenient to have all of these in the same place. In addition, it connects well with other platforms like Slack, and the side conversations feature makes collaboration easier. **What do you dislike about Zendesk for Customer Service?** It’s a bit on the expensive side. With strong competition in the market, more platforms are popping up with more attractive pricing. The agents aren’t there to help; they seem to be there to sell add-ons or unnecessary upgrades. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We can handle both email and voice tickets on the same platform, and it lets us track the history much more effectively. We used to use separate platforms for voice and emails, which made it difficult to follow an issue’s history and keep everything in one place. ### 21. Everything at your desk. **Rating:** 4.5/5.0 stars **Reviewed by:** devanshu b. | Software Developer, 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 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:** July 22, 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?** Zendesk provides Agentic Workspace. This workspace gives the agent a single view of the entire customer journey, including the context needed to provide personalized service like: Customer conversations. Ticket statuses. **What do you dislike about Zendesk for Customer Service?** Zendesk have some performance issues during peak usage. During peak times, real-time chat demands can strain customer service agents. Over-reliance on Zendesk’s chatbot platform may lead to misinterpretation of complex customer queries. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk was very helpful in providing a centralised or localised information from all the communication channels such as email, social media,phone etc into a single platform and provides valuable insights easily. Its automation feature helps reduce the query time of responses. ### 22. A fast, reliable and clear tool **Rating:** 4.0/5.0 stars **Reviewed by:** Tomasz F. | Client Service Coordinator, 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:** April 21, 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?** Due to Skype shut off, we had to resort to Zendesk Talk. It turned out to be a very convenient change that helped us save a lot of money. **What do you dislike about Zendesk for Customer Service?** I'd like to keep the current layout (i.e. legacy setup). We tried the agent workspace, which seems to be unavoidable in the future, but the entire team preferred the current layout despite having fewer functionalities. **Recommendations to others considering Zendesk for Customer Service:** It's a powerful tool with multiple functions that make work much easier and enjoyable. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Usually, I contact ZD staff regarding minor issues, however, some of them could be tricky. On each occasion, they provided me with satisfying support and answers. ### 23. Zendesk and healthcare **Rating:** 3.5/5.0 stars **Reviewed by:** Adam G. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** Best thing about Zendesk is the speed of the responses to the end user and the lack of downtime I have not had an issue with the site going down or going slowly and feel very happy using the product. **What do you dislike about Zendesk for Customer Service?** One thing that could improve would be the connection with the owners of the account. We have had several different CSM over our tenure with Zendesk and some have been great and some have been a bit more out of touch. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is bringing all of our problem tickets in one place and helping to gather the data we have been missing ahead of zendesk ### 24. Customer Service in a neat little package **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software 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 31, 2026 **What do you like best about Zendesk for Customer Service?** I believe Zendesk offers a strong customer service package for organisations that are starting to set up a customer service portal, and it also makes it easy for users to build on and expand it over time. **What do you dislike about Zendesk for Customer Service?** As a technical user, I was able to adjust the knowledge base and the AI agent setup pretty easily on my own. However, I can see how getting started might feel a bit daunting for non-technical users or admins. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It allows us to host a versioned knowledge base for our software, provide self-service help for our end users, and offer a helpdesk for cases where they need agent assistance. ### 25. Excellent Tracking with Helpful Public and Private Notes **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | 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 LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 09, 2026 **What do you like best about Zendesk for Customer Service?** I appreciate the way it tracks information, and the option to add both public notes and internal private notes. Those notes provide helpful context and insight when working toward resolving an issue. **What do you dislike about Zendesk for Customer Service?** So far, I haven’t really discovered any downsides. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use it to track IT issues related to new-hire setups, terminations, access problems, and similar requests. It benefits us by serving as a reference manual we can look back on when we need solutions in the future. ### 26. Broad Channel Coverage and Seamless Integrations for Customer Support Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Vanshul C. | Technology Head, Small-Business (50 or fewer emp.) **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 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. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **Reviewed Date:** February 06, 2026 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?** Its breadth of channels coverage. We have our customer service reps team who communicates to customer on phone, WA , Emails and support tech and internal department on chat too. Another positive point for us is its integration with multiple products **What do you dislike about Zendesk for Customer Service?** It’s not really a dislike, but the high initial cost and the learning curve for a new team could be a deterrent to adoption. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use Zendesk for our customer service team to support our customers. Tickets get assigned automatically based on the blueprint you set in the portal, so they go to the right department. Customer responses are visible in the portal as well, which helps the team track the full history. ### 27. Zendesk is fulfilling our needs **Rating:** 4.0/5.0 stars **Reviewed by:** Jordy Z. **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 19, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is easy to use and offers a lot of features. If something is missing, you can usually cover it with external apps or integrations. Overall, even with the basic setup, Zendesk can do it all. **What do you dislike about Zendesk for Customer Service?** It doesn’t have a standard, robust feature for SLA reporting. Reporting is available, but there’s currently no way to automatically send reports to customers that include only their own data. As it stands, customers can see all filters and all customers, which I dislike, because we end up generating each report manually every month by selecting the date/time filter and the organization filter. In my view, a customer service product today should include solid automation for SLA reporting. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helps ensure we keep the business running smoothly when it comes to SLAs, CSAT, and serving our customers. ### 28. User-Friendly Automation, but Premium Features Can Get Pricey **Rating:** 3.5/5.0 stars **Reviewed by:** Ritesh B. | Research scientist, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** July 22, 2026 **What do you like best about Zendesk for Customer Service?** I like the user friendly interface and powerful automation of Zendesk. It consolidates all customer interactions, making support more efficient and improving response times. **What do you dislike about Zendesk for Customer Service?** Zendesk’s price can go up quite a bit with premium features. New users also have a learning curve for advanced customization and initial setup. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** With Zendesk for Customer Service we centralize and track support requests from healthcare professionals, researchers, students and other stakeholders on a single platform. ### 29. AI-Powered Ticketing Redefined Customer Interaction **Rating:** 5.0/5.0 stars **Reviewed by:** Mahadev P. | Service Desk Analyst, Enterprise (> 1000 emp.) **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:** March 09, 2026 **What do you like best about Zendesk for Customer Service?** Bring together customer conversations from all channels, giving agents the context they need. Access dashboards and data easily to enhance your service quality. Use your work email to smoothly connect customer emails and existing apps, and also invite team members. **What do you dislike about Zendesk for Customer Service?** Zendesk is a powerful customer service platform, but there are a few areas where it could improve. The pricing structure can become expensive as advanced features are often limited to higher-tier plans, which may be challenging for smaller teams or growing organizations. Additionally, the reporting and analytics capabilities could be more flexible and detailed to provide deeper insights into customer interactions and support performance **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk for Customer Service reliably connects us with customers from day one, resolving requests smoothly. Its AI handles 80% of ticket automation, and it unifies multiple channel support into a single workspace. ### 30. Easy to use, nice user experience, and very flexible **Rating:** 4.5/5.0 stars **Reviewed by:** Robby B. | Sr. Director of Technology, Information Technology and Services, Small-Business (50 or fewer emp.) **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. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Customer Service?** We've been using Zendesk for years and really like how user-friendly it is. The keyboard shortcuts make it really easy to move quickly through triaging tickets. It's fast, a great web app, and the APIs make it extremely extensible. **What do you dislike about Zendesk for Customer Service?** I wish they would focus more on integration with other tools for things like AI and provide more flexibility there instead of trying to do everything themselves. For our use cases, it doesn't really work very well with the solutions that they are building natively. Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We run a service-based business, so we do all of our customer service tickets and tracking through Zendesk. ### 31. Works great for keeping track of help requests **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | 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:** September 02, 2026 **What do you like best about Zendesk for Customer Service?** Keeps me updated on who needs help and what help they need **What do you dislike about Zendesk for Customer Service?** The only thing I have issues with is getting employees to remember to email the help desk instead of me **What problems is Zendesk for Customer Service solving and how is that benefiting you?** When people ask me for help as I am walking around and working on another issue I tend to forget by the time I get back to my office. Zendesk gives me a place to refer employees to so I can have a list of help requests and status of them in one place. ### 32. Easy to Use and Flexible Custom Setups **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and 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 **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 07, 2026 **What do you like best about Zendesk for Customer Service?** I find it easy to use, and its easy to create custom setups to suit our needs. **What do you dislike about Zendesk for Customer Service?** The price is very high for user licenses, the learning curve is steep **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helps us communicate towards our customers, partners and have automated flows from our backend system ### 33. Solid Experience for Chat, Tickets, and Customer Notifications **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | 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 **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 11, 2026 **What do you like best about Zendesk for Customer Service?** Overall, the experience has been solid, especially when it comes to chat, tickets, and customer notifications. **What do you dislike about Zendesk for Customer Service?** Messaging does not work in case of multibranding. We cannot identify shared end-users across brands **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Customers can easily reach us. Chat, mail, also AI agents are sorting tickets. ### 34. Customizable Yet Sluggish at Times **Rating:** 4.0/5.0 stars **Reviewed by:** Rakshit W. | Happiness Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** April 28, 2026 **What do you like best about Zendesk for Customer Service?** I like that Zendesk for Customer Service is easy to customize and allows me to add apps, which is really beneficial. We can connect many of our internal tools to it, and we have the ability to add user info and direct links to user profiles directly through the Zendesk interface. There's also an app feature for generating coupons directly for the customer, and it was quite easy to onboard, which made the initial setup straightforward. **What do you dislike about Zendesk for Customer Service?** At times, it starts to hang and is slow and often requires me to clean cache or restart the browser. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I use Zendesk to manage and answer customer queries via tickets, messaging, and email. **Official Response from Zendesk Sam:** > Hi Rakshit! Thank you for the wonderful feedback! We love hearing that the team has adopted the software so naturally and that it’s delivering a reliable, user-friendly experience. ### 35. Easy for Everyone to Use, Minimal Onboarding Time **Rating:** 4.0/5.0 stars **Reviewed by:** Angelika W. | Junior PM, Mid-Market (51-1000 emp.) **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 23, 2026 **What do you like best about Zendesk for Customer Service?** It’s easy for everyone to use, which means less time spent on onboarding. **What do you dislike about Zendesk for Customer Service?** The free user guide that Zendesk offers isn’t very good. By “user guide,” I mean the feature where Zendesk lets you create and host your own user documentation within Zendesk. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It gives us a straightforward way to track customer feature requests and bugs. The Slack integration is also a nice touch, and it makes it easy to notify all the relevant people. **Official Response from Zendesk Sam:** > Hello Angelika! Thanks for the review! We love hearing that the software is easy to navigate and helps you get your work done without the hassle. We appreciate your feedback! ### 36. Effortless Ticket Management and Seamless Team Communication **Rating:** 5.0/5.0 stars **Reviewed by:** Hugo H. | Senior customer experience advocate, Mid-Market (51-1000 emp.) **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:** December 17, 2025 **What do you like best about Zendesk for Customer Service?** We use Zendesk to manage customer escalations by tracking them through tickets. It also facilitates communication between T1 and T2 teams as they handle different cases. I appreciate the ability to create automations and triggers, and I find the macros particularly easy to use. **What do you dislike about Zendesk for Customer Service?** There was a recent update that I didn't particularly enjoy. It seems to have made things within a ticket feel more cluttered, although the features remain useful. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk has been instrumental in helping us make sure that customers receive prompt responses after their issues are escalated to the right team. Although we no longer use the voice feature in Zendesk, when we did, it worked well, though it lacked a few features we required. Despite this, we continue to rely on Zendesk as our main ticketing system, and it integrates seamlessly with Aircall. ### 37. Streamlined Our Call Center and Boosted Daily Customer Engagement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) 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:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** The way we use it, it has streamlined our call center, created more efficiencies and allowed me to have associates that are more engaged with our customers on a daily basis, **What do you dislike about Zendesk for Customer Service?** It seems like we are always needing to add new feature or tool to the platform to continue improving with added costs each time. Sometimes we invest in an app and then a year later ZD acquires that company and incorporates it into the system, Can be frustrating at times. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Streamlined customer experience is a positive feature, allowing just to provide higher levels of service while creating efficincies. ### 38. Everything in sight, but AI is weak and mandatory hiring detracts value **Rating:** 3.5/5.0 stars **Reviewed by:** Fernando B. | Servicio de Asistencias Técnicas, 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 Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **AI Translated:** This review has been translated from Spanish; Castilian using AI. **Reviewed Date:** April 09, 2026 **What do you like best about Zendesk for Customer Service?** you have everything in sight and with very little you have any information seen. ability to group, to summarize. Improves customer service quality. **What do you dislike about Zendesk for Customer Service?** AI is very weak and you are forced to hire it for all agents or not hire it at all. If it doesn't provide good service and is expensive, I don't think it adds anything. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Absolute visibility of the agents' work. And indirectly also of the clients. detects weaknesses, lack of training, and the performance of my technicians. ### 39. Zendesk Conference **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | 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 added to their profile **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, 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?** After this long everything on the site is so easy to do **What do you dislike about Zendesk for Customer Service?** Rules are still odd to make so when setting them you have to be careful **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We will be using it for AI capabilities, so that will address a lot of our problems **Official Response from Zendesk Sam:** > Hey there! Thanks for taking the time to leave a review! We're glad to hear that Zendesk addresses a lot of your concerns! If you need assistance with making rules in your software, feel free to reach out to us via this link: https://zdsk.co/zdhelp Thank you for your support and we look forward to making your experience with us even better! ### 40. Zendesk Makes Ticket Management and Customer Support Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Gabrielle B. | Customer Care, Mid-Market (51-1000 emp.) **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 28, 2026 **What do you like best about Zendesk for Customer Service?** I like Zendesk because it helps me manage and receive tickets while assisting customers, instead of relying only on emails and phone calls. **What do you dislike about Zendesk for Customer Service?** The only thing I would say I dislike about Zendesk is that, most of the time, if their system goes down, we have to make sure to inform customers. That interruption stops our process for a period of time, and at the time we didn’t have an extra system to fall back on. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I feel that Zendesk helps customers reach out and get their tickets resolved in a timely manner. It also allows our team to keep tickets organized and stay on top of incoming requests. ### 41. Comprehensive Customer Support Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Prashant P. | Google Workspace Administrator , Information Technology and Services, Small-Business (50 or fewer emp.) **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. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **Reviewed Date:** July 27, 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?** Zendesk continues to improve its platform with better automation, AI-driven support tools, and integrations. The ticket management system, shared inbox, and live chat capabilities help streamline customer communication across multiple channels. The platform also offers strong reporting and analytics, making it easier to track support performance and improve response times. Additionally, the integration ecosystem allows seamless connection with other business tools, improving overall workflow efficiency. **What do you dislike about Zendesk for Customer Service?** While Zendesk is very powerful, initial setup and advanced customization can still be complex, especially for smaller teams without dedicated administrators. Some features are spread across multiple modules, which can create a learning curve for new users. Pricing for advanced features can also become expensive as organizations scale. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk centralizes customer interactions and streamlines support workflows. This has significantly improved our response times and enhanced overall customer satisfaction. **Official Response from Zendesk Sam:** > Our team is always dedicated to finding new and innovative ways to enhance our integration, aiming to provide a more comprehensive and effective customer support solution. We value you taking the time to share your thoughts and feedback with us. Your input plays a crucial role in helping us improve and deliver the best experience. Thank you for your ongoing support and encouragement! ### 42. Fantastical Suite **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | 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 Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** May 10, 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?** - It's an all-in-one solution. - Guests can easily and quickly navigate it. - It's our one-stop solution for all support. - Plenty of integrations for our vast tech stack. - The support we are starting to get is great! - They are they leading AI platform. - Decent ROI. **What do you dislike about Zendesk for Customer Service?** - Compared to ServiceNow, there is a lot that Zendesk can learn from, however, they are quickly closing the gap. - Reporting suite is delayed, unlike ServiceNow. Again, quickly closing the gap and going beyond. - Everything is an add-on... **What problems is Zendesk for Customer Service solving and how is that benefiting you?** - Centralized location for all support needs. **Official Response from Zendesk Sam:** > Hi there! Thank you for leaving this awesome review! We're so glad to hear about the positive impact Zendesk is making for you and your team as a one-stop solution for support! If you have any suggestions or specific features you'd like to see, please feel free to share it with us here: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 43. Zendesk- Good ticketing system but tough to use **Rating:** 3.5/5.0 stars **Reviewed by:** Rohit K. | AGM- Operations, Information Technology and Services, Mid-Market (51-1000 emp.) **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 incentive as thanks for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal incentive as thanks for completing this review. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **Reviewed Date:** October 04, 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?** Working well on AI agents but the support/implementation takes a lot of time until and unless you pay for their pid support. **What do you dislike about Zendesk for Customer Service?** TAT still needs to be improved and their account managers should be more responsible instead of calling customers only at the time of renewal. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We have 1000+ clients and 100+ implementation specialists who work client change management requests. Zendesk provide a platform for our ticketing soultion and also gives transparency to clients by giving them access to Customer Portal via which they can check the statis of their support requests. ### 44. My experience and comprehensive review of ZenDesk Support Suite **Rating:** 5.0/5.0 stars **Reviewed by:** Olivier I. | Client services supervisor, Business Supplies and Equipment, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google One Tap 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:** July 09, 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?** As a user what I like the best about ZenDesk is its comprehensive feature that allows Customer support and has capabilities of integration with other systems like Google Suite (Google Sheets), frequency use, and automation systems for responding to some tickets. Additionally, due to its advanced features, it allows customization according to the company's specific needs and is easy to set up. **What do you dislike about Zendesk for Customer Service?** ZenDesk support suite has advanced and complex features that require IT resources for configuration and customization according to the company's which also needs Budgets and extract costs. this could be a barrier to start-up companies that have small capital and low-skilled labours that might need the training. moreover, functionality of mobile app is not efficient for the users because of its slow-down during the process. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** ZenDesk Support Suite is solving various essential problems for our client engagement department including the Hotline and customer service team. In managing the client inquiries from various and multiple channels are being centralized in a single platform which is ZenDesk where we create categories of claims and tickets on every category. Additionally, ZenDesk is solving manual repetitive tasks and errors to automation which leads to reducing time taken for responding and SLA compliance. **Official Response from Zendesk Sam:** > Thank you for sharing your experience with Zendesk, Olivier! We’re glad to hear that Zendesk’s ability to easily integrate with other apps and to automate tasks have been a great help for your company. We understand pricing is a concern, and we're continuously working on optimizing our plans to provide the best value to our users. We appreciate your thoughts on the need for tech support intervention in some instances in setting up, and we're committed to addressing and improving these aspects to ensure a more seamless experience. If you have any further suggestions or specific features you'd like to see, please feel free to share it with us here: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 45. Effortless Customer Support and Organization with Zendesk **Rating:** 5.0/5.0 stars **Reviewed by:** Hana A. | Operations associate, 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 added to their profile **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** December 24, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk is user-friendly and consolidates all customer requests in a single location. Its automation features, macros, and ticket management tools enable teams to respond more quickly and maintain organization. Additionally, the reporting functions offer valuable insights into overall performance. **What do you dislike about Zendesk for Customer Service?** Zendesk can become expensive as you add more features and users, and I find that some of the advanced settings are not particularly intuitive. Additionally, the reporting and customization options may seem restricted unless you opt for one of the higher-tier plans. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps solve the challenge of managing a high volume of customer inquiries across multiple channels by centralizing everything into one ticketing system. This improves response times, keeps requests from being missed, and makes it easier to collaborate as a team, resulting in better customer satisfaction and more efficient support operations. ### 46. Zendesk turns support from a reactive inbox into a structured, trackable, and scalable operation. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) 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:** April 15, 2026 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?** Zendesk played a key role in streamlining the intake and handling of case requests. It helps centralize the case management workflow, incorporate automation, macro flows and SLA makes it robust and must have tool. It helped efficiently triage incoming tickets, convert them into structured cases, and apply prioritization based on urgency and impact. This ensured that nothing slipped through the cracks, improved visibility across the queue, and allowed the team to focus on the most critical issues first rather than reacting in a purely ad hoc manner. Zendesk easily integrates with other tools such as Salesforce which is helpful, so that the teams need not move to different system to view the account details and context. For customer experience teams, this is a day-to-day tool that helps reduce the inbound volume. The Knowledge base, FAQ guides and AI powdered suggestions are very easy to implement without any dev support. **What do you dislike about Zendesk for Customer Service?** Zendesk gets the job done, but it lacks innovation. I used Zendesk for 4 years and I don't recall any compelling innovations happened during that time. It is very stable tool at its core and hardly had a down time. However, the UI still feels like from 90's and very unappealing. Additionally, it can become messy pretty fast without a tight governance, duplicate automations will start conflicting and no one knows which rule is doing that. Reporting is not very intuitive and there is a steep learning curve. Simple questions can take a long time to anwer and the team ends up taking export to work outside of Zendesk. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It helped bring structure to customer requests and, in doing so, eliminated the shared inbox chaos. Customer queries come from everywhere - emails, chats, websites, forums, and more and Zendesk pulls them into a single ticketing system with clear ownership. With Zendesk, response and resolution times become more predictable, which helps build customer trust. The self-service option is also very helpful for deflecting volume, so the support team isn’t stuck answering the same question 100 times when customers can help themselves. ### 47. Excellent, transparent service **Rating:** 5.0/5.0 stars **Reviewed by:** Holly T. | Team Lead, Customer Support **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:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** I’ve been really liking all the recent updates and features **What do you dislike about Zendesk for Customer Service?** Advanced AI is difficult to configure and impossible to do self-service. More guidance, support and training are needed but I also think that we need to have better no code solutions and field mapping available to be able to route and escalate requests more easily. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Despite a long ramp up process Zendesk is resolving a good number of cases before they start, though I’m not sure if it’s beating out legacy article suggestions. ### 48. Sleek and Efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services 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 20, 2026 **What do you like best about Zendesk for Customer Service?** The most helpful feature about Zendesk for me as an agent is the ability to contact a consumer either through email, text, or phone. Also, when someone is live chatting you can see their other contacts, the page they're on, as well as any order information. **What do you dislike about Zendesk for Customer Service?** On my wishlist is the ability to text someone even if that wasn't their first form of contact. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is solving the issue of consumers having multiple profiles with the same complaint, even when they are using a different email. It's also helping connect us with our call center since they are also using it. They can now see tickets and what actions have or haven't been done instead of asking us and waiting for an answer. This frees the core team up to stay focused and working. ### 49. Has been a very helpful tool. Missing a few features. **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah G. | Web Developer, Mid-Market (51-1000 emp.) **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. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **Reviewed Date:** January 04, 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?** I see that Zendesk has now made some strides towards making its ticketing service more ITSM friendly by allowing you to track IT assets. Although I see this feature hasn't rolled out its a good step for them to enter other customer service markets. **What do you dislike about Zendesk for Customer Service?** Reporting features need to be improved and the ability to export data quickly for further data analysis **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It's solving the lack of data we have within our customer service team. It exposes the areas we need to improve throughout the company by allowing us to see valuable feedback from our customers. ### 50. An ever evolving support platform **Rating:** 4.0/5.0 stars **Reviewed by:** Shaun S. | Senior Manager, IT Systems & Cybersecurity, Enterprise (> 1000 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:** August 20, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk strives to implement modern and evolving changes to its platform to keep up with the ever changing support experience of our users. **What do you dislike about Zendesk for Customer Service?** Some of the changes along the administrative and reporting side of things can disruptions in expectations. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** A centralized platform for multiple brands to receive knowledge and support. ## 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?es_id=83cd01bcf6&locale=fr&page=5§ion=pricing&secure%5Bexpires_at%5D=2026-09-25+16%3A52%3A36+-0500&secure%5Bsession_id%5D=c2c536a8-4710-49d4-b40e-d0de1f77a1c7&secure%5Btoken%5D=9f45ba4e33ff6be05424b624c21d81a90d0d377056be39812745ad6f4119b018&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 ## Top Zendesk for Customer Service Alternatives - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,254 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,750 reviews) - [Front](https://www.g2.com/products/front/reviews) - 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