Zendesk for Customer Service Reviews & Product Details

We’ve been using Zendesk for user support for a couple years now. It’s been a good platform for managing our users and their support needs. The ticketing system is reliable and helps keep everything organised, especially when handling a high volume of tickets. The interface is fairly intuitive. We find the macros to be really helpful for improving response times and simplifying our responses, since we tend to say the same thing a lot. There is a bit of a learning curve when setting everything up but once we got set up we've found it easy to use and maintain. We also use the knowledge base option to write help articles and have a help centre so that when our users have the same questions over and over we can direct them there for self-help. Review collected by and hosted on G2.com.

The different price tiers can be frustrating. As is the fact that we have to pay for more than one login, even though we already pay for the service. There should be unlimited users with a paid service. Review collected by and hosted on G2.com.

It makes it easy to manage, prioritize, and track customer requests across multiple channels like email, chat. I also really like the automation features, such as triggers, macros, and SLAs, which help streamline repetitive tasks and ensure timely responses. Another big advantage is the flexibility and customization. You can tailor views, forms, and workflows to match your support structure. Lastly, the reporting and analytics tools provide valuable insights into team performance. Review collected by and hosted on G2.com.

Troubleshooting automations (like triggers or routing issues) isn’t always straightforward, especially when multiple rules interact with each other, making it harder to quickly identify the root cause of a problem. Review collected by and hosted on G2.com.

I also like the newer AI features and automation tools — they’ve made handling tickets faster and more efficient. The ability to streamline workflows, set up triggers, and reduce manual work has been a big plus. Reporting has also improved, giving better visibility into performance and helping us make quicker decisions Review collected by and hosted on G2.com.

While Zendesk Support Suite is powerful, the interface can sometimes feel a bit plain and not very modern. There’s also a learning curve — if you’re not fully trained on all the features, it can seem more basic than it actually is. More guided onboarding and feature discovery would help teams unlock its full potential faster Review collected by and hosted on G2.com.

I do think the AI has helped a lot! That has increased across many platforms and it has reduced a lot of time for our team. Review collected by and hosted on G2.com.

It could always be better. We appreciate direct communication and representative check-ins on a regular basis. I do think the industry standard has changed across the board. Review collected by and hosted on G2.com.

Zendesk continues to improve its usability and workflow automation. The interface remains clean and intuitive, making it easy for new team members to get up to speed quickly. I also appreciate the ticket organization, macros, and reporting features that help teams manage high ticket volumes more efficiently. Review collected by and hosted on G2.com.

While Zendesk is a powerful platform, there are still some limitations around customization—particularly with ticket forms, workflows, and user roles. Greater flexibility in these areas would make it easier for teams to tailor the system to their specific operational needs. Review collected by and hosted on G2.com.

Zendesk helps organize our support team and track tickets, in a safe and secure way. Review collected by and hosted on G2.com.

Sadly, Im finding that Zendesk is pushing users to more AI, which our company is against, so the more they force it on users, the les we use Zendesk. Not only are we trying to avoid AI, I often find that many of the "cool new features" are either only available to Enterprise customers (the HIGHEST paid plan), or they just don't pertain to our small team. That or they are AI-based features, which, again, we won't use, nor do we want to get charged for them the way that Zendesk is charging for each use of an AI response, whether it helps or not. So sadly, while we'll continue to Zendesk, as there aren't many great alternatives, an who wants to go through the pain of making that massive change, I am no longer joining their online events on their big event of the year, Relate, since its all related to AI... so they are slowly loosing us. Review collected by and hosted on G2.com.

The latest evolution of Zendesk’s AI Agents is a total game-changer, primarily because the bot has moved away from rigid, "if-this-then-that" scripts to a more fluid, Generative AI model. What I find most impressive is how deeply customizable the personality is; you can now toggle between professional or casual tones or even provide a custom persona description to ensure the bot sounds exactly like your brand. Review collected by and hosted on G2.com.

While the new features are great, the subscription experience for long-term users is frustrating. I’m currently on a grandfathered plan, and Zendesk makes it increasingly difficult to manage. They’ve essentially built a "paywall" around their latest innovations; many of the new AI add-ons aren't compatible with legacy tiers, which feels like a tactic to force an upgrade to their much more expensive Suite packages. It’s disappointing that staying loyal to the platform means being locked out of modern tools unless you're willing to accept a significant price hike and a total plan migration. Review collected by and hosted on G2.com.

New things of Zendesk are AI Powered Ticket Summarization. It helps agents very fast to understand the conversation without reading the entire thread. And also, Intelligent Triage, which categorises and prioritizes tickets so the right team (for particular tickets) can respond faster. Review collected by and hosted on G2.com.

There is nothing for the dislike in Zendesk. Review collected by and hosted on G2.com.

One of the things I like about Zendesk is how efficiently it manages customer queries through a centralized ticketing system. It allows support teams to track, prioritize, and resolve customer issues in an organized way, which improves overall response time and service quality.

I also appreciate features like internal notes and automation. These tools help agents handle repetitive tasks quickly and maintain consistent communication with customers. The ability to integrate with other platforms and maintain a clear history of customer interactions makes it easier for teams to collaborate and resolve issues faster.

Overall, Zendesk provides a structured and reliable environment for managing customer support operations, which helps teams stay organized and deliver better customer experiences. Review collected by and hosted on G2.com.

Zendesk for Customer Service is a great tool, but the interface can feel a bit complex for new users. It would be helpful if the navigation and reporting features were more simplified. Review collected by and hosted on G2.com.

I still really appreciate having cross channel support with email, calls, and chats all in one central platform. One thing I’ve continued to value is how easy it is to review a customer’s full ticket history, which helps provide better context and continuity when assisting them.

I also really like the ability to merge tickets from the same user to avoid duplicate conversations with different agents. That feature helps keep communication organized and ensures customers aren’t repeating themselves.

Another thing that’s been helpful is how flexible Zendesk is with integrations. Being able to connect tools like Facebook and Instagram directly into the ticketing system makes it much easier to manage conversations from multiple channels in one place. Overall, it continues to be a clean, intuitive platform that helps streamline day to day support work. Review collected by and hosted on G2.com.

One area that could be improved is the support experience. It can sometimes be difficult to get in touch with a live support agent, and response times can be slower than expected. The automated bot is helpful for basic questions, but it can be challenging when you need to speak with a real person about a more complex issue.

When I do connect with support, the responses often rely on sending help articles rather than working through the issue directly. While the documentation is useful, more hands on troubleshooting would make the experience feel more supportive and efficient.

We have also experienced intermittent issues with call quality, including occasional dropped calls or agents not being able to answer incoming calls. Improvements to the reliability of the calling feature would make the platform even stronger for teams that rely on voice support. Review collected by and hosted on G2.com.