--- title: Zendesk for Customer Service Reviews meta_title: 'Zendesk for Customer Service Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 7003 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: 7003 scale: '5' date_modified: '2026-07-28' 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:** 7,003 ## About Zendesk for Customer Service "Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. Leveraging AI built on billions of CX interactions, Zendesk enhances the entire service experience—from self-service to agents and admins—improving efficiency at scale. Zendesk equips agents with tools, insights, and context to deliver personalized service across all channels, including social messaging, phone, and email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1800+ apps under one platform. Zendesk QA uses AI to evaluate and improve agent performance, while Workforce Management optimizes scheduling and productivity to ensure readiness during peak times. The solution is easy to implement and adjust without needing IT or developers. Zendesk’s mission is to simplify business complexity and enable meaningful customer connections for companies of all sizes. Serving 130K+ global brands in 30+ languages, Zendesk is headquartered in San Francisco with offices worldwide." ## Zendesk for Customer Service Pros & Cons **What users like:** - Users value the **ease of use** of Zendesk, which facilitates quick responses and organized support workflows. (526 reviews) - Users appreciate the **seamless workspaces** in Zendesk, enhancing usability through effective tools like Talk and email ticketing. (402 reviews) - Users value the **efficient customer support** provided by Zendesk, appreciating the organized and fast response capabilities. (286 reviews) - Users value the **helpful organization** of Zendesk, enabling faster responses and improved customer support management. (280 reviews) - Users value the **easy ticket management** in Zendesk, enabling effective collaboration and efficient customer support tracking. (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) - Intuitive (203 reviews) - Automation (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 express frustration over **missing customizable features** , limiting their ability to manage ticket statuses and updates effectively. (217 reviews) - Users find the **limited features** of Zendesk for Customer Service frustrating, impacting usability and efficiency in setup. (180 reviews) - Users find the **learning curve steep** for Zendesk's advanced features, posing challenges for those lacking technical expertise. (179 reviews) - Users find **limited customization** options for ticket statuses and agent permissions a drawback for their workflows in Zendesk. (159 reviews) - Users find Zendesk's **complexity and learning curve** challenging, alongside issues with bugs and limited integrations. (139 reviews) - Users find Zendesk **expensive** due to the costly licensing structure that limits flexibility for team members. (137 reviews) - Users report **ticketing issues** that disrupt workflow, particularly with unresolved statuses and communication limitations. (134 reviews) - Users express frustration over **poor customer support** , experiencing long wait times and unaddressed issues consistently. (128 reviews) - Steep Learning Curve (114 reviews) - Poor Reporting (113 reviews) ## Zendesk for Customer Service Reviews ### 1. Comfortable to Use with Understanding Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Performing Arts | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is very good—comfortable to use—and the customer service team is understanding. **What do you dislike about Zendesk for Customer Service?** From my point of view, there’s nothing to dislike. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk for Customer Service* basically solves the "everything is messy" problem when a company has to talk to hundreds of customers every day. ### 2. One Place to Manage IT Requests with Clear Ticket Tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Sree K. | Software Development Engineer III in Test, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2026 **What do you like best about Zendesk for Customer Service?** What I like most is that it gives me a single place to manage all my internal IT requests. Whether I’m reporting an issue with my laptop, requesting software access, or asking for new hardware while working from home, everything is tracked through a ticket, so I always know where things stand. I also appreciate being able to check the status of my requests without having to follow up with the IT team over chat or email. If they need more information, they can leave a comment on the ticket and I can reply right there. Keeping the entire conversation in one place makes it much easier to follow. The interface is simple and doesn’t take long to learn. Creating a ticket is straightforward, and I can easily look back at previous requests whenever I need to confirm what was done or when something was approved. Overall, it has made working with the IT team much smoother. Instead of wondering whether a request was received or who is handling it, I can just open the ticket and see the latest update. **What do you dislike about Zendesk for Customer Service?** I don’t have any major complaints, but there are a few small areas that could be improved. At times, it isn’t immediately clear who is currently handling a ticket or when I should expect the next update, especially if the request has been sitting for a while. In those situations, I usually end up waiting until someone from the IT team responds. I’ve also noticed that when a ticket has several comments, it can take a bit of scrolling to find a specific update. It would be helpful if important status changes or the most recent updates were easier to spot at a glance. Aside from that, the overall experience has been smooth. Submitting requests is straightforward, tracking progress is easy, and having everything in one place is a big improvement over managing requests through emails or chat messages. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It’s made managing internal IT requests much easier, without having to rely on emails or chat messages. Whenever I have an issue with my laptop, need access to software, or want to request new hardware, I can raise a ticket and feel confident it’s been logged properly, rather than wondering whether someone has seen my message. The biggest benefit for me is being able to track a request from start to finish. I can see when it’s assigned, whether the IT team needs more information, and when it’s resolved, all in one place. That visibility saves me from repeatedly following up just to get an update. I also like having a clear history of my previous requests. If I need to refer back to an older issue or check when something was approved or completed, it’s easy to find. Overall, it’s made communication with the IT team more organized, reduced back-and-forth, and helped issues and requests get resolved in a more structured way. ### 3. easy to implement and use with extensive self service resources **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Zendesk for Customer Service?** It was easy to figure out our implementation through all the training available and self service resources. **What do you dislike about Zendesk for Customer Service?** There are some things that I wish could be customized more. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** 1 streamlined platform that hosts all of our incoming customer service requests in one place, regardless of the source. AI agent automated responses. ### 4. 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.) **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. ### 5. Unified Omnichannel Support with Powerful Automation and Analytics **Rating:** 4.5/5.0 stars **Reviewed by:** Ravindra N. | SDET - 2, Oil & Energy, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2026 **What do you like best about Zendesk for Customer Service?** What I like most about Zendesk is its unified workspace for managing customer support across multiple channels. It brings email, live chat, social media, phone, and messaging into a single interface, making it much easier to track conversations and deliver consistent support. Omnichannel support that centralizes customer interactions in one place. Powerful ticket management with automation, routing, and SLA tracking. AI-powered features for automating responses and assisting support agents. Comprehensive reporting and analytics to monitor team performance and customer satisfaction. Extensive integrations with CRM systems and third-party business applications. For me, the most valuable feature is the automation engine. Automated ticket routing, triggers, and macros reduce repetitive work, helping support teams respond faster and maintain consistent service quality. The biggest benefit is improved customer support efficiency. Zendesk streamlines ticket management, reduces manual effort, and enables teams to resolve customer issues more quickly while providing a better overall support experience. **What do you dislike about Zendesk for Customer Service?** The biggest drawback is the complexity of initial setup. While Zendesk is highly customizable, configuring workflows, ticket routing, and automations to match business processes takes time and careful planning. The platform has a steep learning curve because of its extensive configuration and automation options. Pricing can become expensive as you add advanced features, AI capabilities, and additional agents. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk solves the challenge of managing customer support requests from multiple channels in a single, organized system. Instead of juggling emails, chats, phone calls, and social media messages separately, it centralizes everything into one platform and automates much of the support workflow. Consolidates customer conversations from multiple channels into one workspace. Automates ticket routing, prioritization, and repetitive support tasks. Tracks SLAs to ensure timely responses and resolutions. Provides reporting and analytics to identify trends and improve team performance. Maintains a complete history of customer interactions, enabling faster and more personalized support. In my workflow, Zendesk helps ensure that no customer request is overlooked. Automated workflows reduce manual effort, while shared ticket visibility makes collaboration between support agents much smoother. Having all customer interactions in one place also makes it easier to resolve issues without asking customers to repeat information. The biggest benefit is improved support efficiency and a better customer experience. By streamlining ticket management and automating routine tasks, Zendesk helps teams respond faster, stay organized, and deliver more consistent service. ### 6. Ease with Some Key Limitations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2026 **What do you like best about Zendesk for Customer Service?** I like the ease of writing messages in Zendesk for Customer Service and the clear visualization of customer history. This helps me ensure that the entire customer history is related to that specific email and that person. Additionally, I found the initial setup of Zendesk for Customer Service very easy. **What do you dislike about Zendesk for Customer Service?** The integration with the translation tool, which comes with Zendesk itself, fails constantly and sometimes does not appear as available. Furthermore, I still think that the option to delay sending a message, in case I send a wrong message, should be reactivated, but it no longer appears for me. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I can create users and proactively send emails to the client, as well as facilitate message writing and have a clear view of the history. ### 7. Slow Support and Hard to Reach—A CRM That Needs Stronger Customer Service **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2026 **What do you like best about Zendesk for Customer Service?** Nothing to ride home about. Never got live response always need to wait for their next response **What do you dislike about Zendesk for Customer Service?** Slow, difficult to reach out to them. being a Customer Service CRM, customer service is their weakest point **What problems is Zendesk for Customer Service solving and how is that benefiting you?** They couldn't solve a single issue I have raised. They will rather send an article which are mostly too long to go through and at times, irrelevant ### 8. Reliable and Flexible Platform That Continues to Evolve **Rating:** 4.0/5.0 stars **Reviewed by:** Abdallah M. | Business Solutions Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2026 **What do you like best about Zendesk for Customer Service?** I like that Zendesk gives us one place to manage everything when it comes to customer interactions, processes, and support work. It has a lot of integrations and works well for our team, which makes it easy to fit into how we already operate. We created multiple tools that connect through Zendesk, like Sharepoint, Azure DevOps and more. It's also trust worthy and rarely goes down. I also like their Early Access Programs. It’s nice being able to see what’s coming, try things out early, and decide if we want to use new features before they’re fully rolled out. **What do you dislike about Zendesk for Customer Service?** Zendesk Talk is the area where I see the most opportunity for improvement. While it provides the basic functionality needed for an integrated phone system, it is not as advanced or feature-rich as some other tools available in the market. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Previously, configuring or improving Zendesk often required searching through a large number of Help Center articles and determining how to set up each component individually. With Admin Copilot, I can explain what I am trying to accomplish in plain language and receive guidance on how to move forward. This has made creating macros, triggers, workflows, and other administrative processes much faster, less painful, and more seamless. It saves time, reduces the amount of manual research required, and helps us make better use of the platform. ### 9. ZenDesk Relate - Value Packed Opportunity **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate **Reviewed Date:** July 13, 2026 **What do you like best about Zendesk for Customer Service?** ZenDesk is a great product that our team uses daily to support our SaaS customers. ZenDesk Relate was an incredible conference. Not surprised this organization puts on a great in-person event based on my experience using their product and interacting with their team throughout the years. **What do you dislike about Zendesk for Customer Service?** Our team members learn ZenDesk quickly and it just works 99.99% of the time. The potential to scale effectively with the help of AI is super encouraging too - all good things, no complaints. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It's how we manage our call and email interactions with or customer's. Vital to our team success and scaling nicely as we grow! ### 10. Zendesk or Zenbest **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services **Reviewed Date:** July 10, 2026 **What do you like best about Zendesk for Customer Service?** After 13 years of operation, our business has invested in a new communications system to manage all inbound and outbound customer interactions, replacing our existing CRM system. Although we’re still in the build phase, we’re excited to see how this will revolutionise the way we communicate with our thousands of customers. We expect it to help us improve and meet our KPIs and SLAs, but more importantly, to ensure the end user feels supported throughout every interaction. Zendesk truly seems to have thought of everything—from the ease of administering the back-end system, to building and integrating key features without needing development work, right through to setting up automations that help the team work efficiently. Zendesk also shows a strong understanding of both sides: what it’s like to be an agent and the complexities that come with the role, while also ensuring the customer view is clear, well-defined, and thoughtful. So far, we’re really enjoying our new tool and can’t wait to continue the journey and see how it transforms our business and customer experience. **What do you dislike about Zendesk for Customer Service?** My only piece of feedback here, while not wholly negative, is that it has been tough to navigate. If you’re not looking to fully integrate your suite of systems with Zendesk, you may struggle to ensure it fits with how you operate. For example, we weren’t looking to integrate with Salesforce right away (maybe in V2). However, it quickly became clear that tickets were being routed to the wrong team. If you have multiple teams that may deal with a specific tag (depending on where someone is in their journey), getting the routing right can be a real challenge. We have overcome this, but it perhaps highlights that there are a lot of complexities in the organisational structure of a service business, and there isn’t a one-size-fits-all approach. Zendesk hasn’t necessarily accounted for all of that in the out-of-the-box product. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We’re still in the early stages, but I can already say this: the team’s hopes and dreams have come true. We know our job inside and out, and we understand the different situations we face with customers every day. We always knew how things could be improved, but our previous system just didn’t work in the way we needed it to. So far, Zendesk has ticked all of our boxes, and with launch only three weeks away, we’re not nervous—we’re genuinely excited. ### 11. Does the job **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** July 10, 2026 **What do you like best about Zendesk for Customer Service?** Basic ticket-handling is good. It’s fast and works without delays. **What do you dislike about Zendesk for Customer Service?** The reporting and live stats could be better. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Keeping track of tickets and their history. ### 12. 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.) **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. ### 13. Great experience in learning and experimenting with Zendesk Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services **Reviewed Date:** July 08, 2026 **What do you like best about Zendesk for Customer Service?** AI Agents managed in conversation friendly way **What do you dislike about Zendesk for Customer Service?** I haven’t used it long enough yet to dislike any of the features. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Opening and closing tickets, and resolving interactions quickly, feels seamless and straightforward. ### 14. Great Call Trend Metrics, but Email Out-of-Office in Zendesk Is Limited **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2026 **What do you like best about Zendesk for Customer Service?** The added features that allow us to track trends in calls, gives us measurable metrics we can use to track how our customer service agents are doing as well as issues that customers have. **What do you dislike about Zendesk for Customer Service?** There are some limitations such as not being able to put an out of office message on emails received in Zendesk when you are out. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It allows our company to utilize multiple communication methods including chat and SMS as well as phone. It allows us to easily review past conversations and the AI options allow easy summarizations of calls which is saving time on putting in notes. ### 15. A Flexible Platform That Works for Everyone **Rating:** 4.5/5.0 stars **Reviewed by:** Ty K. | Support Operations Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk makes it easy for customers to get help, with a simple experience across email, chat, and other channels. For our team, the Omni-channel Agent Workspace brings everything together in one place, making it easier to manage conversations and stay productive throughout the day. The platform is highly configurable, allowing us to tailor triggers and automations to suit our business, while the Quality Assurance feature has been invaluable for coaching and maintaining consistent service standards. It's a platform that continues to grow with us and has become an important part of our support operation. **What do you dislike about Zendesk for Customer Service?** Every now and then, technical issues can take a little longer to troubleshoot simply because Zendesk offers so much functionality. Product updates could also be grouped into more meaningful regular releases, making it easier for administrators to keep up with new capabilities and confidently plan their adoption. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk for Customer Service empowers end users to easily connect with our team through email, chat, and phone, making it simple to get help in the way that works best for them. On the other side, our agents have everything they need to deliver responsive, consistent, and genuinely helpful support. ### 16. Zendesk Helps Us Streamline Student Support and Ticket Management **Rating:** 4.5/5.0 stars **Reviewed by:** Dhanush P. | University Experience Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk provides a centralized platform to manage student support requests efficiently. The ticketing system helps us track issues, assign them to the right teams, monitor progress, and maintain proper communication until resolution. It improves visibility and helps our team provide a more organized support experience. **What do you dislike about Zendesk for Customer Service?** While Zendesk is very effective for managing support requests, the platform can feel complex initially for new users. Understanding all available features, settings, and workflows requires some learning time. More simplified onboarding guidance and customization options for specific education support needs would make the experience even better. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps us solve the challenge of managing and tracking a large number of student support requests in an organized way. Before using a centralized helpdesk system, handling queries across different channels could make tracking, follow-ups, and ownership difficult. With Zendesk, we can create tickets, assign issues to the appropriate teams, monitor resolution progress, maintain communication history, and ensure better visibility of student concerns. This helps our team respond more efficiently, reduce delays, and provide a smoother support experience for students. ### 17. Reliable Customer support using AI powered workflow **Rating:** 4.5/5.0 stars **Reviewed by:** Aayush M. | Data Engineer - L3, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2026 **What do you like best about Zendesk for Customer Service?** Best part about Zendesk Customer service is its very easy to track all requests raised by clients at a single place and it helps us to save lot of time on repetitive tasks. Recently added AI feature suggest summaries and ticket routing to the correct team more efficiently. **What do you dislike about Zendesk for Customer Service?** Maybe initial setup feels little complicated when you are new to platform though AI assistant helps us to navigate properly but some customization are still difficult to configure for smaller teams and might feel expensive for smaller setup. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps us to manage client support requests on different channels more efficiently. And inbuilt AI workflow automation feature reduces all manual efforts but routing different tickets and suggestion to respective teams which helps us to resolve issues rapidly. ### 18. Easy to Use, Beginner-Friendly, and Info Is Always Within Reach **Rating:** 4.5/5.0 stars **Reviewed by:** Esteban R. | Sr. Tech Support, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2026 **What do you like best about Zendesk for Customer Service?** Easy to use and beginner-friendly, the information is readily available. **What do you dislike about Zendesk for Customer Service?** I wish the web version had alerts that were as clear as those in the iPhone and Apple Watch versions. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The system we used before contained all the customer's information, so much so that it was overwhelming; in Zendesk I control how much information is available ### 19. Intuitive Interface and Efficient Ticket Management **Rating:** 4.0/5.0 stars **Reviewed by:** Rohit P. | Senior Technical Support Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2026 **What do you like best about Zendesk for Customer Service?** Its intuitive interface and efficient ticket management. It keeps conversation organized , make easy to track and prioritize requests. **What do you dislike about Zendesk for Customer Service?** As per my experience one downside is that some advanced features require high-tier plans, which can increases the overall cost. Setup also takes time. While platform is powerful, new users may need some KT to use it. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps us to manage customer requests from multiple channels in one place, reducing the chances of missing or duplicating tickets. Its automation features save time by routing and prioritizing requests, while the reporting tools help us to monitor team performer. As a result we have improved response times and delivered a better customer experience. ### 20. Centralized Ticketing and Reporting That Simplifies Customer Requests **Rating:** 5.0/5.0 stars **Reviewed by:** Octavio R. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2026 **What do you like best about Zendesk for Customer Service?** Its centralized ticketing system and reporting make it easier to manage customer request **What do you dislike about Zendesk for Customer Service?** Reporting customization can feel limited without high tier plans **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Helps organize requests in one place and automate follow ups ### 21. Easy to use and adds value right away **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care **Reviewed Date:** June 24, 2026 **What do you like best about Zendesk for Customer Service?** visibility into support for patients and allows proper tracking against SLAs. Integration with Salesforce. AI agent and autonomous resolution capabilities, especially with the chatbot that is now live on our website. **What do you dislike about Zendesk for Customer Service?** Ease of use with the AI agents... especially the advanced AI agent. seems difficult to stand up and need a lot of support from Zendesk resources. Should be more user friendly. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Providing a platform for centralized support that includes tracking and consistency. ### 22. Grows with you **Rating:** 5.0/5.0 stars **Reviewed by:** Treana A. | Vice President Of Technology **Reviewed Date:** June 24, 2026 **What do you like best about Zendesk for Customer Service?** I like the way that Zendesk grows as you grow. While Zendesk has many modules that are amazing if you are just starting out they have scaled down version that is still very good and applies to what you need. As you grow and your needs grow they allow you to scale so it does not feel like a one size fits all solution. **What do you dislike about Zendesk for Customer Service?** Building some of the flows and understanding the triggers can be time consuming but once everything is setup it works out great. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is solving a ticketing system that allows for direct use across all disciplines. It is a single source place that every department can use to support the end user. It also acts as a knowledge base place to find quick reference and data. ### 23. Flexible CS Team Scaling That Grows with Your User Base **Rating:** 4.0/5.0 stars **Reviewed by:** Stefanos K. | Customer Support and Community Lead, Computer Games, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Zendesk for Customer Service?** It's very flexible when it comes to scaling your CS team, depending on your total user base. **What do you dislike about Zendesk for Customer Service?** Poor AI implementation and it attempts to parcel out and bill too many features separately. Zendesk is slowly course correcting on this, but they push customers to build their own tools and solutions internally. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It allows us to automate the resolution of our biggest ticket drivers, resulting in industry leading handling and resolution times and on target csat. ### 24. Powerful and growing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games **Reviewed Date:** June 24, 2026 **What do you like best about Zendesk for Customer Service?** The excellent reporting and tracking tools help me maintain an overview across all my teams and tasks. The AI improvements are also quite desirable. **What do you dislike about Zendesk for Customer Service?** The way the usage of Zendesk's AI tools is billed can be quite restrictive, and some tools like chatbots have less customizability out of the box than others. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk provides a quick an easy way for our customers to contact us about problems and it provides us with quick or even automated ways of responding helpfully. ### 25. It's ok **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** June 22, 2026 **What do you like best about Zendesk for Customer Service?** Lots of configuration options for automations and integrations, make it feasible to implement a lot of features and flows. API is mostly good documented. **What do you dislike about Zendesk for Customer Service?** Price. Limits. Logs. Probably the worst Support I ever had to deal with. But mostly, integrations are not great, there are a lot of options, but also a lot of missing options that in many cases makes me spin and external server with my own service to achieve some solutions. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** When I get it working, I automate a lot of integrations into my tickets which save a lot of time off my team, and help is deliver quicker solutions to our customers ### 26. It was a great opportunity to connect with others and walk away with ideas we can actually apply. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** AI advanced agents, Analytics Copilot, MCP server/client integrations. **What do you dislike about Zendesk for Customer Service?** One challenge is that the platform can feel a bit complex at times, particularly when I’m setting up workflows or trying to make changes. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Helps us bring structure and consistency to the way we handle customer requests. ### 27. Zendesk - Customer Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk for Customer Service is a mature platform/ecosystem that can be depended on to handle even the most complex support operations. In my opinion, Zendesk is still positioned to be the de facto leader in this space. **What do you dislike about Zendesk for Customer Service?** Some of the integrations with other products and add-ons within the Zendesk ecosystem are clunkier than would be expected. For example, user administration for ZD WFM is not a truly integrated experience which creates significant admin overhead. Another example is how you can't filter tickets within Zendesk Analytics based on ticket tag without first creating a custom attribute filter. There are many such workarounds that are required to get each product to be effective that seem like significant oversights. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Customer Service helps us manage tens of thousands of customer and user support requests a month in a single, unified platform. ### 28. A great balance of cost and features **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** The cost is a big driver. We feel like the value for the money is great. There is also no other company that is as focused on AI and developing new features for the software. Zendesk is industry leading here, and I am excited to see how they will lead the industry innovating tools to help agents (along with their agentic AI agents). It definitely helps make them more competitive when looking at ITSMs. **What do you dislike about Zendesk for Customer Service?** The lack of some of the other features found in ITSM platforms such as change logs and seamless ticket routing for approval, and a more flushed out reporting . Some items are just quality of life (ticket approval), while others are really impactful and make it harder to gather data to deliver to stakeholders (reporters). **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk provides a simple platform for the company's IT Helpdesk to communicate with associates and track/solve issues. ### 29. A full-package, scalable support solution **Rating:** 5.0/5.0 stars **Reviewed by:** Aja V. | CX Operations Consultant & Zendesk Strategist **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk for customer service has provided the most comprehensive end to end solution for all our global needs. It's infinitely scalable, and customizable, making it a valuable tool regardless of the stage your business is in. Native to Zendesk is every tool you could possibly want, but Zendesk maintains an incredibly user-friendly infrastructure that can plug in with any external vendor you may want to collaborate with. Overall, what I like best is that if I can dream it up, I can build it in Zendesk - 99% of the time, without the help of a tech or dev team! **What do you dislike about Zendesk for Customer Service?** Zendesk's pricing can be a little frustrating as many services are ala-carte. In addition, many require a "per agent" fee, regardless of whether the agent will be using that service. They seem to be re-evaluating this process with new products, but worth a double check of your pricing options before signing. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk allows us to maintain a very large, multi-brand enterprise tool - easily. As the sole admin for our company, I'm able to maintain services for 50+ brands and help centers, using the enterprise tools available out of the box from Zendesk. I don't need to involve a tech team. If we need to change a workflow, or implement a new tool, I can easily do that in a few minutes and a few clicks. Ease of use, in an otherwise challenging line of work, is a tremendous benefit! ### 30. Most comprehensive tool for Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah W. | Global Customer Experience Manager **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** The variety of native tools available to add efficiency to day-to-day support operations can’t be beat. It’s easy to navigate between features and quickly see where you can make improvements to what you’ve already built out. The agent interface is clean and intuitive, making it straightforward to find what you need and keep work moving. **What do you dislike about Zendesk for Customer Service?** I’d love for someone to audit my account and make recommendations on how I can better utilize all of the tools. I wish there was a CRM tool as well. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We had previously used standard email support. This was the tool we needed to evolve our customer experience. It was completely untrackable before we implemented Zendesk. ### 31. Everything all in one place **Rating:** 4.0/5.0 stars **Reviewed by:** Katie W. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** All emails in one place, anyone can jump in to assist, either leaving an internal note for the agent, or working with the customer. **What do you dislike about Zendesk for Customer Service?** Omni-routing requires a lot of different triggers, but too many triggers does not allow for proper routing. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** When people go on PTO, anyone can pick-up where someone left off, allowing the agent to enjoy time off and not worry about work ### 32. Great Complete CRM **Rating:** 4.5/5.0 stars **Reviewed by:** Lisa M. | Customer Experience Content Team Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** ZenDesk is easy to use and the support at all levels is fantastic. We have people who understand our business and want to see us be successful. It is an easy to use platform with options like crazy and they just keep adding them. I am confident in my ability to make changes to the backend and if I cannot figure it out there is always someone there to help. It is an all in one system that means I can focus on my customers and doing business. **What do you dislike about Zendesk for Customer Service?** I dislike that everything is an add-on. You have to purchase everything individually and it can get quite pricy. There are items like real-time reporting that should be included from the get-go but you have to pay to add it one. It feels like they just want to sell you another product rather than putting together plans that make sense for businesses. Some of the rules around SLAs and automation/triggers can be difficult to work with and many require doing odd things to make them work. **Recommendations to others considering Zendesk for Customer Service:** For the cost this is a great option for those looking for something that is had a to of options. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We are solving having numerous business lines and departments working in one system. We are figuring out how to build forms that give us actionable data and help to identify issues that we can take to our internal departments to work to decrease customers' need to contact Support for help. We are also solving the problem of separating our customer's individual help centers so we can share information across items that apply to everyone and those that are customer specific. ### 33. Zendesk has so many great features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Manufacturing **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is a trendsetter for keeping up with the latest technology **What do you dislike about Zendesk for Customer Service?** If you have an issue you have to open a ticket and wait for an email and that could take 2 or 3 days when you need help now **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is making it easier through technology to be able to keep knowledge up to date and relevant ### 34. Wide application, but slow development and customer service **Rating:** 2.5/5.0 stars **Reviewed by:** Daniel N. | System Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 17, 2026 **What do you like best about Zendesk for Customer Service?** There's a lot of things that can be done. There are apps for things that are not native, but even with the standard suite, it will get you a good base to work with. There are plenty of options and ways to deal with tickets and a good solid system for a knowledge bank. **What do you dislike about Zendesk for Customer Service?** Ironically, Zendesk's customer service is not that great. They are slow to respond if you have to deal with a representative in another time zone (and with the size of Zendesk, I shouldn't have to deal with US representatives as a EU company). Things that are in development can take literally years to be finished if they ever will be. I've had multiple cases of things that just doesn't work very well, and as I google it I see people having the same issues years back and that Zendesk has said "they are working on", and even years later after that, they still haven't finished. This is actually more the norm than exception whenever I run into a problem with the product that feels like there should be a solution for it. AI development seem to go much quicker though, but even so they are lagging behind a bit and we've opted to use a non-native chatbot solution which is both cheaper and better despite being an external service. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We have 14 different stores at the moment (3 brands in 4 markets, and 2 brands in 1 market). Zendesk does a good job collecting tickets from all our stores and makes us able to work on them collectively and to tag them to specific markets and brands for both general and more specialized support. We can also easily send tickets to product specialists and our inhouse repair workshop for help solving tricky tickets. ### 35. great ticketing service with options like Slack **Rating:** 4.5/5.0 stars **Reviewed by:** Steve S. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** reporting for compliance reasons is made easy to manage controls, test compliance governance **What do you dislike about Zendesk for Customer Service?** pricing scheme is odd and there should be a way to contact/ connect with other vendors / partners **What problems is Zendesk for Customer Service solving and how is that benefiting you?** allowing us to track complaints and partner issues. ### 36. Easy and practical CSM solution **Rating:** 4.0/5.0 stars **Reviewed by:** John W. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk works out of the box and doesn't require extensive skills as is required as a salesforce admin. **What do you dislike about Zendesk for Customer Service?** Zendesk has significantly improved its customized value with action and app builder, but there are still many basic functions that require a Trigger or some custom-built app i.e. I just spent a few hours implementing a Trigger and custom action to copy parent ticket priority to the child side conversation, something that's been asked for for years in the Community. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I have 12 Brands and am working to integrate another Brand, so I would say it's working well. ### 37. Excellent, transparent service **Rating:** 5.0/5.0 stars **Reviewed by:** Holly T. | Team Lead, Customer Support **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** I’ve been really liking all the recent updates and features **What do you dislike about Zendesk for Customer Service?** Advanced AI is difficult to configure and impossible to do self-service. More guidance, support and training are needed but I also think that we need to have better no code solutions and field mapping available to be able to route and escalate requests more easily. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Despite a long ramp up process Zendesk is resolving a good number of cases before they start, though I’m not sure if it’s beating out legacy article suggestions. ### 38. Great support solution for our organization **Rating:** 4.5/5.0 stars **Reviewed by:** Todd G. | CIO, Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk Customer Service provides a comprehensive and flexible solution for serving our clients in a personalized manner. The new AI functionality is phenomenal and will help us reach a new level of service to our clients. **What do you dislike about Zendesk for Customer Service?** My biggest concern is the per agent price. While it's less expensive than our previous Service Now solution, as we scale up our usage, the expense has become somewhat burdensome. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** At MAP, Zendesk is not just a help desk—it is a multi-purpose service management platform that: 1) Powers our client support operations 2) Serves as a system of record for service interactions 3) Supports our branded client portal experience 4) Enables structured internal service delivery (IT, HR, Payroll) 5) Operates under defined governance and security controls ### 39. Experience was not just highly informative but also practical. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** It has allowed us to solve for a number of internal process efficiencies and productivity. **What do you dislike about Zendesk for Customer Service?** Creating solutions within Zendesk can sometimes be a challenge when features are spread out in different tabs that sometimes don't feel cohesive. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Most recent solution is creating a proactive communication to our Customers regarding their returned products. ### 40. Streamlining Customer Service and Human Connection **Rating:** 5.0/5.0 stars **Reviewed by:** Priscila O. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** I love that it is a one stopshop for all streams of communication which allows end users and agents to have and incredible flow of communication, the tool really removes redtape in custumer service. **What do you dislike about Zendesk for Customer Service?** The articles they create for admin/agents could be a lot clearer. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Has a onestop shop solution that allows us to assist all of our incoming customers. ### 41. Overall A Good Experience **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Everything can be handled in one platform: calls, emails, a knowledge base, reporting, etc. It’s convenient to have all of these in the same place. In addition, it connects well with other platforms like Slack, and the side conversations feature makes collaboration easier. **What do you dislike about Zendesk for Customer Service?** It’s a bit on the expensive side. With strong competition in the market, more platforms are popping up with more attractive pricing. The agents aren’t there to help; they seem to be there to sell add-ons or unnecessary upgrades. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We can handle both email and voice tickets on the same platform, and it lets us track the history much more effectively. We used to use separate platforms for voice and emails, which made it difficult to follow an issue’s history and keep everything in one place. ### 42. Easy to use and effective. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Being able to manage and triage tickets efficiently and creating personalized triggers that fit our environment. **What do you dislike about Zendesk for Customer Service?** Currently it is difficult to see from an analytics standpoint where our trends for our most popular ticket types are. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The EAP for task lists was helpful. Adding Copilot is also useful as well. ### 43. We've been using Zendesk Customer Service for a few years. **Rating:** 4.5/5.0 stars **Reviewed by:** Colin S. | Senior Director of Support **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** I like how Zendesk keeps evolving to meet our company current needs. We have used Zendesk for almost 10 years and keep finding new ways to leverage it to help our users. **What do you dislike about Zendesk for Customer Service?** The analytics section of Zendesk is bulky and difficult to navigate. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It's allowing us to resolve simple questions with AI and help center articles while our team can focus on more difficult support items. ### 44. Great Tool for Streamlining Support Requests **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** • Easy to use and intuitive interface that makes ticket management simple. • Helps our team stay organized and respond to requests more efficiently. **What do you dislike about Zendesk for Customer Service?** integration abilities are not great with some softwares **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Makes Ticket Management Easy ### 45. Customizable Support for Customers **Rating:** 5.0/5.0 stars **Reviewed by:** Alyssa U. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** The thing that I like best about Zendesk for Customer Service is that we can really customize Zendesk to the needs of our business and customers. We are a niche product with technically challenging issues that happen to our customers. Being able to customize our offerings to their needs has been really beneficial. Also Zendesk has so many resources and outlets when you get stuck on something, I love that there is usually someone who has asked the same question. **What do you dislike about Zendesk for Customer Service?** What I dislike about Zendesk for Customer Service is that some of the new features that are coming out are not as user friendly as the older ones. For examples Procedures vs dialogue has been a hurdle to overcome, the CoPilot was not understanding fully our needs. Now that there is manual override that has been helping the process. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** What Zendesk for Customer Service is solving right now is having an Agentic AI Bot. It allows customers to chat with our AI bot and get more in-depth information. Customers are able to ask more complicated questions and get real answers instead of being forced to escalate to a human. This is benefiting us as we are able to have more self solve cases and leave the more technically challenging questions to the human agents. It also helps us achieve answering customers quicker which in turn enhances customer experience. ### 46. Powerful for workflows and automation, but reporting and admin setup can be frustrating **Rating:** 4.5/5.0 stars **Reviewed by:** Sebastian E. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk is very strong when it comes to organizing support operations, building triggers, managing views, and handling different support channels in one place. It gives us a lot of flexibility to route tickets, separate agent work from automation, and adapt workflows as our operation changes. It is especially useful when you need to manage email, chat, WhatsApp, and bot-assisted support in a structured way. **What do you dislike about Zendesk for Customer Service?** The main downside is that some configurations are much more complex than they should be, especially in reporting and analytics. Metrics can be difficult to set up correctly when bots, automations, and human agents all interact in the same ticket. Explore is powerful, but it is not always intuitive, and small changes in formulas, channel naming, or field setup can break a report. Some admin tasks also feel too manual and time-consuming for teams that need to move fast. More API management options, mostly for AI management will help a lot **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps us centralize customer support across email, chat, WhatsApp, and automated bot flows, which makes it much easier to manage volume and keep the team organized. It solves a big operational problem for us by letting us route conversations correctly, separate what the bot can handle from what agents should handle, and build views and triggers around real support workflows. The benefit is better visibility, faster response handling, and more control over how customer conversations are managed and measured. ### 47. Customer Support Hub **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** I love how it keeps every conversation from email to chat in one neat timeline so the support teams never lose context. **What do you dislike about Zendesk for Customer Service?** I dislike how complex its pricing and setup can get, as features you actually need often require expensive tier upgrades or tedious configuration **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It stops customer messages from slipping through the cracks by pooling everything into one shared workspace which saves our team tons of time and frustration. ### 48. Great for small teams **Rating:** 4.0/5.0 stars **Reviewed by:** Nadine D. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** Zendesk has a great out of the box package with pre build dashboards. Its very user friendly and can be customised to help suit your team. **What do you dislike about Zendesk for Customer Service?** The channel separation and sound notifications aren't easy to customise and can cause some friction to users. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I am about to start on the AI Agent journey and I am really looking forward to deflecting one touch contacts. ### 49. Zendesk **Rating:** 4.5/5.0 stars **Reviewed by:** Lauren K. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** They can automatically be filtered by topic/client, which saves manual sorting/searching for the emails certain teams can do. Can easily breakdown the reports to see how many emails we have received and how many emails each agent has sent. Automatically chase people who have not replied to our emails. **What do you dislike about Zendesk for Customer Service?** Sometimes the triggers aren't enough to catch everything we need. It's hard to add hundreds of different phrases/words to catch all the complaints as the type of emails we receive in our debt collection setting, one sentence can contradict another and they miss-filter. Whilst they can be unhappy about a certain thing, its not neccassarily a complaint and more gets picked as complaints than it should, but its better to double check the complaints than miss any. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It solves having to manually sort 200/300 ish emails a day to find complaints or put them into the correct catagory's we need to work efficiently. This reduces the amount of admin work needed. ### 50. Refined Process **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew J. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Customer Service?** What I like best about Zendesk is how it brings everything together in one place. It makes it easy to track conversations, manage tickets efficiently, and keep responses consistent, which helps my teams stay organised and deliver a better customer experience. **What do you dislike about Zendesk for Customer Service?** Nothing, once you know how to set it up and get it right for your teams its great **What problems is Zendesk for Customer Service solving and how is that benefiting you?** All customer communication coming through 1 channel ## 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?order=most_recent§ion=pricing&secure%5Bexpires_at%5D=2026-07-28+01%3A56%3A44+-0500&secure%5Bsession_id%5D=e1811374-cda4-475a-97c9-ad44c2d28f27&secure%5Btoken%5D=e1e93eb4469f190794cf21c100be2ae8c7a9563b00152eb6ba9b3b02c83548d8&format=llm_user) ## Zendesk for Customer Service Integrations - [8x8 Work](https://www.g2.com/products/8x8-work/reviews) - [Adapt Ideations](https://www.g2.com/products/adapt-ideations/reviews) - [ADP Workforce Now](https://www.g2.com/products/adp-workforce-now/reviews) - [Agentforce Marketing (formerly Salesforce Marketing Cloud)](https://www.g2.com/products/agentforce-marketing-formerly-salesforce-marketing-cloud/reviews) - 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[SandboxCMS](https://www.g2.com/products/sandboxcms/reviews) - [Servox-DES](https://www.g2.com/products/servox-des/reviews) - [Shared Contacts for Gmail](https://www.g2.com/products/shared-contacts-for-gmail/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Sierra](https://www.g2.com/products/sierra/reviews) - [Skype](https://www.g2.com/products/skype/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - [TechSee](https://www.g2.com/products/techsee/reviews) - [Thunes](https://www.g2.com/products/thunes/reviews) - [Totango](https://www.g2.com/products/totango/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [Twilio Flex](https://www.g2.com/products/twilio-twilio-flex/reviews) - [Village Management Software](https://www.g2.com/products/village-management-software/reviews) - [WhatsApp API](https://www.g2.com/products/whatsapp-api/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [WHMCS](https://www.g2.com/products/whmcs/reviews) - [Workday HCM](https://www.g2.com/products/workday-hcm/reviews) - [X (Twitter)](https://www.g2.com/products/x-twitter/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk Sunshine](https://www.g2.com/products/zendesk-sunshine/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) - [Zscaler Internet Access](https://www.g2.com/products/zscaler-internet-access/reviews) ## Zendesk for Customer Service Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Conversational AI - Conversational Commerce Platforms** - AI chatbots - Messaging and Notifications - AI agents - Voice assistants - Communication apps **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Analytics** - Trends - Performance Tracking - Email Tracking **Platform** - Live chat - Integrations - Branding - Analytics - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Platform integration - Conversational Commerce Platforms** - Ecommerce stores - Sales channels - Payment Platform - Internal tools **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Analytics and Reporting - Conversational Commerce Platforms** - Conversational analytics - Advance reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Customization - Integration APIs - Internationalization - User, Role, and Access Management - Dashboards **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Workforce Management Platform Features** - Labor Forecasting - Shift Scheduling - Time & Attendance Tracking - Absence & Leave Management - Skills Management - Succession Planning - Workforce Analytics - Self-Service Capabilities - Mobile Shift Scheduling - Team Communication **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Zendesk for Customer Service Alternatives - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,251 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,725 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,844 reviews)