--- title: Zendesk for Customer Service Reviews meta_title: 'Zendesk for Customer Service Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 6985 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: 6985 scale: '5' date_modified: '2026-06-26' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Zendesk for Customer Service Reviews **Vendor:** Zendesk **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 6,985 ## 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 highlight the **ease of use** of Zendesk, appreciating its seamless interfaces and improved usability features. (532 reviews) - Users appreciate the **seamless workspaces** in Zendesk, enhancing usability and streamlining communication through tools like Talk and email ticketing. (402 reviews) - Users value the **organized customer support** provided by Zendesk, enhancing response speed and multi-channel integration. (286 reviews) - Users appreciate the **ease of use** of Zendesk, finding it convenient for managing customer queries and communication. (274 reviews) - Users love the **intuitive ticket management** features in Zendesk, making support and issue tracking seamless. (257 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 find Zendesk lacking in **essential features** , such as customizable ticket statuses and summarization options for agents. (216 reviews) - Users find the **learning curve** for Zendesk's advanced features challenging, especially during initial setup and integration. (183 reviews) - Users find Zendesk's **limited features** for sales hinder usability and require excessive time to customize effectively. (180 reviews) - Users find **limited customization** options in Zendesk, making initial setup and adjustments time-consuming and challenging. (158 reviews) - Users find Zendesk’s **complexity** and steep learning curve challenging, compounded by bugs and integration limitations. (139 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) - Poor Reporting (113 reviews) ## Zendesk for Customer Service Reviews ### 1. Zendesk's do-it-yourself approach to their product leaves customers in the dark. **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2023 **What do you like best about Zendesk for Customer Service?** The interface is better than most but the ability to customize or understand what is available is largely shielded in the company FAQs. **What do you dislike about Zendesk for Customer Service?** No support in customizing Explore reports, ticket forms or getting basic feedback on when updates to Agent Workspace could be expected. I have given the same feedback for over 3 years and have continued to receive feedback from other ZD customers about the same issues I have reported with no acknowledgment from ZD. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Currently, nothing is being solved, only sold. We have had numerous tickets and complaints in writing regarding Agent Workspace that has not been resolved and yet we are frequently given a sales pitch to return to Agent Workspace. Our team has had to review countless FAQ articles, trial by QA, and discussions with other companies that use Zendesk and live chatting support to reach a decision about not moving forward with Agent Workspace. The only plus here is that we were able to revert back to ZD without AW. ### 2. Zendesk experience has been frustrating, inefficient, and deeply disappointing. **Rating:** 0.0/5.0 stars **Reviewed by:** LMS S. | Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2026 **What do you like best about Zendesk for Customer Service?** they answer the phone, their knowledge base is huge. **What do you dislike about Zendesk for Customer Service?** Zendesk significantly overpromised during the sales process and has failed to deliver on the level of support that was clearly discussed and agreed upon. From the beginning, I was explicit: I have a large team and require hands-on, ongoing implementation support—not surface-level assistance. This was communicated before signing and reiterated multiple times after onboarding began. Zendesk repeatedly emphasized the size of their team and their ability to support businesses like mine. In practice, getting meaningful help has been unnecessarily difficult. I emailed three separate Zendesk contacts/teams requesting assistance and received no response. The only reason I finally received a confirmation from someone was because I called again—after already attempting multiple written follow-ups. When I did eventually get on a Zoom call, I was informed the time would be limited. The session focused on resolving small, isolated issues rather than providing actual setup guidance or walking through a proper implementation. This is not onboarding. This is not hands-on support. For a platform positioned as enterprise-ready, the lack of ownership, continuity, and responsiveness is unacceptable. The disconnect between what was sold and what is being delivered is stark. Zendesk’s support structure feels reactive, fragmented, and unwilling to engage at the level required for a growing organization with real operational needs. I chose Zendesk based on explicit assurances of support. Those assurances have not been honored. The experience has been frustrating, inefficient, and deeply disappointing. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** trying to get set up in general and they are barely helping no matter how i reach out. ### 3. A Reliable Choice for Scaling Customer Support with Ease **Rating:** 5.0/5.0 stars **Reviewed by:** SACHIN K. | Quality Assurance Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Zendesk for Customer Service?** There AI Agent named Copilot is amazing as it helps us write emails with the help of AI **What do you dislike about Zendesk for Customer Service?** They must be efficient all the time as they are quite buggy **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Automation tools like triggers, macros, and SLAs have reduced manual workloads and ensured timely follow-ups, while the built-in reporting gives us actionable insights into agent performance and customer satisfaction. It has also enabled better collaboration between support, sales, and product teams thanks to its seamless integration with tools like Salesforce, Jira, and Slack. **Official Response from Zendesk Sam:** > Hey Sachin! Thanks for leaving a review! Your feedback is greatly appreciated! Thank you for your support and we look forward to making your experience with us even better! ### 4. Zendesk support system is very poor **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about Zendesk for Customer Service?** I try to reach them, but bad luck could not reach. They do not customer's voice. **What do you dislike about Zendesk for Customer Service?** Zendesk has to completely restructure their approach. Either Define the country wise timing to contact or 24x7 service need to be given. I do not know why your sales and service team do not like customers. I think there is no feed back system about the sales and service. Self-service, AI, Chatbots etc. are waste of time if a customer wants to take your services. Still customers satisfaction can not be delivered by AI and chatbots. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Actually Zendesk could not solve any of my problem and there was not any benifit of applying time and affort in its implementation ### 5. Riding the wave and keeping AI as a tool and not replacement for humans **Rating:** 4.5/5.0 stars **Reviewed by:** Michael P. | TechOps & Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Customer Service?** Multi channel support Clean, user friendly UI, compared to others AI and automation tools Good after sales support **What do you dislike about Zendesk for Customer Service?** Complicated pricing structure Learning curve and configuration requirements Potentially over reliance on AI, making customer experience feel artificial and may feel impersonal, this is important especially in entertainment **What problems is Zendesk for Customer Service solving and how is that benefiting you?** A 24/7, easy-to-use, multichannel way to get connected and resolve time-sensitive issues. ### 6. Powerful but User Friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Kevin F. | Senior CX Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2022 **What do you like best about Zendesk for Customer Service?** Still the industry leader in CRM systems in my opinion **What do you dislike about Zendesk for Customer Service?** Still no way to easily report on agent status and this is crucial for contact center management **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Makes it easy to set up an all in one support queue with email forwarding, automatic responses, etc. Our team also uses the sales feature to bring in new business. ### 7. Limited Features, Heavy Reliance on Custom Code, and Difficult to Administer **Rating:** 0.0/5.0 stars **Reviewed by:** Eric W. | IT Director, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2025 **What do you like best about Zendesk for Customer Service?** Respected name, plethora of integrations available, and part of a wide ecosystem of products. **What do you dislike about Zendesk for Customer Service?** Many aspects are half-baked and inconsistent. A large portion of official “features” are offered by way of marketplace apps, with wildly inconsistent documentation, support, and functionality. The Agent workspace is clumsy and inefficient, and basically non-customizable despite the “customization” feature which offers basically no options. Ticket views are clunky to create and manage, and contain way too much white space (again, no customization options), causing constant vertical and horizontal scrolling. The rest of the agent interface truly serves no practical purpose: an uneditable and useless Dashboard, an old report viewer that just tells you to use the new one instead, and a User/Organizations list which can’t be filtered, sorted, or utilized in any useful way. Customization and branding (where it is allowed) is entirely code-dependent, and still manages to be extremely limited. Many key touch points for customers offer zero customization ability, namely user login and email templates, interrupting customer experiences and creating barriers to cohesive communications. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It was intended to ease workflows; unify sales, implementation, and support teams; and improve the customer experience. It has failed to meet any of those expectations in fantastic fashion. The pricing led two of our teams to refuse to use the platform, and lack of customization and utility of many of the features caused the customer experience to be more fractured as a result of the variety of workarounds and additional tools which had to be implemented to do what Zendesk had promised to do. ### 8. Easy Setup and Use, But Our Team Didn’t Adopt the Chat Feature **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** March 02, 2026 **What do you like best about Zendesk for Customer Service?** I think its easy to set up and to use. It really depends on how much time you set aside to acutally be in the platform. **What do you dislike about Zendesk for Customer Service?** Our team was just not able to use it as often. It ended up becoming more of an email service than a chat feature. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** This was useful for us to be in contact directly with our customers while they were shopping on the website or to help answer any questions. We were able to get offline messages sent to our sales team that was helpful. ### 9. Streamlined Real-Time Support, Needs Better Sales Integration **Rating:** 3.5/5.0 stars **Reviewed by:** Sierra K. | Manager, Onboarding and Academy , Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Zendesk for Customer Service?** I find Zendesk for Customer Service easy to use for the agents, which is a plus. The help center creates a cohesive experience with chat, enhancing our customer interactions. **What do you dislike about Zendesk for Customer Service?** I think there could be a better integration for sales. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I use Zendesk for Customer Service to serve our customers in real time, helping them unlock issues during trials and driving conversion faster with live chat. ### 10. Simple, Intuitive Ticketing—But Not Optimized as a Full CRM **Rating:** 3.0/5.0 stars **Reviewed by:** Stefan D. | Senior Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2026 **What do you like best about Zendesk for Customer Service?** Decent ticketing system, simple to use but my org used to use it as a whole CRM for sales functions, which it wasn’t optimised for. **What do you dislike about Zendesk for Customer Service?** It is simple and intuitive to use, easy to navigate around and to chronologically see activities on tickets/accounts **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Tracking tickets from customers and prospects such as refund requests, data removal, subscription cancellation or account amendments ### 11. One of the best Chat platform and CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Praveen R. | Customer Experience Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Zendesk for Customer Service?** The ease of customisation provided where we don’t need a tech person to be available to customise it according to our needs **What do you dislike about Zendesk for Customer Service?** The improvements are constant and Zendesk is way ahead than what we can suggest for implementations or new features **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Chat platform for our sales and support system **Official Response from Zendesk Sam:** > We appreciate your time in writing a post, Praveen. Our team is always looking for ways to improve our services. We assure you that you will get the product support for your support system. We'd love to know more about your other thoughts, comments, and suggestions. Visit our Help Center to lodge a feedback: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 12. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Divya K. | Sales Ops Incentives Senior Analyst , Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2025 **What do you like best about Zendesk for Customer Service?** As a Customer Support Executive (CSE), what I appreciate most about Zendesk Support Suite is its ability to streamline and enhance the customer support experience through several key features: Unified Agent Workspace: Zendesk consolidates multiple communication channels—such as email, chat, phone, social media, and self-service portals—into a single, intuitive interface. This integration allows for efficient management of customer interactions without the need to switch between different platforms. Automation and Macros: The platform offers robust automation tools and reusable macros, enabling quick and consistent responses to common customer inquiries. This not only saves time but also ensures uniformity in communication. G2 Comprehensive Analytics and Reporting: Zendesk provides detailed dashboards and reports that help monitor key performance indicators (KPIs), track ticket trends, and assess agent productivity. These insights are crucial for continuous improvement and informed decision-making. Desk365 Customizable Knowledge Base: The self-service knowledge base allows for the creation and maintenance of help articles and FAQs, empowering customers to find answers independently and reducing the volume of support tickets. Desk365 Scalability and Integration: Zendesk's flexibility makes it suitable for businesses of various sizes. It supports integration with over 1,200 third-party tools, facilitating seamless incorporation into existing workflows and systems. Software Connect While Zendesk offers a comprehensive suite of tools to enhance customer support, it's important to note that some users have reported challenges, such as a steep learning curve for new users and complexities in pricing structures. Desk365 **What do you dislike about Zendesk for Customer Service?** 1. Complexity for New Users The interface can be overwhelming for beginners—especially when trying to set up automations, triggers, or multi-brand workflows without admin experience. The learning curve is steeper if your support team is small and doesn’t have a dedicated Zendesk administrator. 2. Limited Native Reporting While Zendesk Explore offers analytics, the default reporting can be restrictive, and advanced dashboards often require a paid plan or complex customization. Real-time analytics are limited unless you upgrade. 3. Pricing & Add-On Costs Certain features that feel “basic” (e.g., advanced SLA tracking, in-depth reporting, AI routing) are locked behind higher-tier plans or add-ons. Costs can rise quickly if you scale the number of agents. 4. Search Function Limitations Ticket search isn’t always precise; finding older tickets or specific keyword matches can be frustrating without tagging discipline. 5. Automation Constraints Some automations and workflow rules are not as flexible as competitors like Freshdesk or ServiceNow. Complex routing often requires multiple triggers and workarounds. 6. Collaboration Hurdles Side conversations and internal notes work well, but cross-department collaboration can still require switching to other tools (Slack, Teams) for context. 7. Mobile App Shortcomings Mobile app has limited features compared to the desktop interface—good for quick replies but not for complex ticket management or reporting. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite helps us manage customer and sales support more efficiently by centralizing all queries in one place. It allows us to track requests, respond faster, and maintain clear communication with customers. This improves resolution times, enhances customer satisfaction, and gives our sales team better visibility into customer needs. ### 13. Best platform for any business that needs to manage customer support tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah A. | Senior Product Marketing Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Zendesk for Customer Service?** This is incredibly easy to use. I've used Zendesk at two tech companies now and mainly used it when working on the Sale and Customer Success side of the business. It's also easy to click the "follow" button and stay in the loop of a ticket. I love that you can reply to the customer or add an internal comment to your support engineers. I also find that when a customer has an issue, it's so easy to do a quick search to see if they've submitted a ticket and follow the history of any troubleshooting. This tremendously helps improve customer support. In sales and CS I used this daily or weekly depending on how many customer tickets were coming through. **What do you dislike about Zendesk for Customer Service?** At my last company if a customer submitted a ticket I was automatically receiving alerts when someone in IT responded to my customer but at my current company I was not manually included as a CSM. I'd have to ask my customer to cc me on their tickets which isn't the best customer experience. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The biggest benefit that Zendesk solves for us is the ability to identify risk early. For customers submitting a lot of tickets we prioritize them to prevent churn and also looking at the ARR. For customers with low usage and no tickets submitted we also flag them as at risk and can nurture them accordingly. It's a great platform for helping improve internal issues (example if the site goes down or the platform) or for customers (general knowledge platform questions or troubleshooting something). ### 14. A Versatile Platform for Customer Support- Best for Customization and Multichannel Support **Rating:** 4.5/5.0 stars **Reviewed by:** Chirag M. | Engg Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Zendesk for Customer Service?** After implementing Zendesk for a high-growth D2C business, I can say its flexibility has been a huge plus. Connecting Zendesk with our CRM, e-commerce tools, and messaging platforms ensures our agents rarely have to switch tabs, everything they need is right inside their ticket view. The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios. Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets. Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods. **What do you dislike about Zendesk for Customer Service?** Reporting and analytics are definite weak spots. Zendesk Explore covers basic insights, but breaking data down by custom fields, like channel or resolution type, feels cumbersome. As a result, we’ve had to push data to spreadsheets or outside tools for more detailed analysis. Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go. As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion. While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite has made a real difference in how we handle customer service as a team. Before switching, we struggled to keep up with emails, chats, and messages spread across different platforms—lots of things would slip through the cracks, and our agents were always scrambling. Now, Zendesk pulls everything into one place, so nothing gets lost and we can answer customers more quickly, no matter how they contact us. Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed. We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices. Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves. All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown. **Official Response from Zendesk Sam:** > Hi Chirag! Thanks for taking the time to leave a review! Your exrensive feedback is greatly appreciated! Thank you for your support and we look forward to making your experience with us even better! ### 15. Robust Customer Support Platform with Excellent Integration Features **Rating:** 4.5/5.0 stars **Reviewed by:** Abhishek J. | Technical Recruiter, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk Support Suite offers a centralized, clean, and intuitive interface that simplifies ticket management across email, chat, and social channels. The automation features like triggers, macros, and workflows save time and increase team efficiency. Integration with Slack and Salesforce also works seamlessly, which helped our support team stay in sync with product and sales. **What do you dislike about Zendesk for Customer Service?** The biggest downside is the steep learning curve when it comes to setting up automations and custom views. Reporting and analytics features are also somewhat limited unless you upgrade to higher-tier plans. The mobile app feels slower and less optimized compared to the desktop version. Customer support response times can be inconsistent on lower plans. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite helps streamline customer service operations by centralizing tickets across channels like email, chat, and social. It reduces response times, boosts agent productivity through automations, and improves visibility into team performance. The result is better customer satisfaction and more efficient workflows. **Official Response from Zendesk Sam:** > Thank you for taking the time to leave us an insightful review, Abhishek. We're so happy to hear that Zendesk has helped improve your team's workflow, and we appreciate your feedback on where we can improve. We understand pricing is a concern, and we're continuously reviewing our plans to make sure we provide the best value to our users. We also appreciate your thoughts on the need for tech support intervention in some instances in setting up and on the performance of our mobile app. Rest assured that we'll continue to work hard to improve your future experience with us. Thank you for your support. ### 16. Easy to use and great for recording customer issues. **Rating:** 4.5/5.0 stars **Reviewed by:** Nikit S. | Sales Operation- auditor, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk Support Suite is easy to use, helps efficiently track customer issues, and allows seamless inclusion of internal documentation, which improves collaboration and resolution time.” **What do you dislike about Zendesk for Customer Service?** For the same issue, multiple tickets sometimes get created when customers reply via email, causing duplication and making it harder to track the full conversation. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk helps us provide internal support to our global sales team by offering a centralized platform to log, track, and resolve their issues. It ensures a standardized process and improves visibility and consistency across all support interactions. **Official Response from Zendesk Sam:** > Hi Nikit, thank you for your feedback. We appreciate your support and value the chance to help you. Your feedback helps us improve, and we're committed to providing the best experience possible. We look forward to serving you better in the future. ### 17. Our sales and customer relationships have been strengthened by Zendesk **Rating:** 4.5/5.0 stars **Reviewed by:** Carletta C. | Sales Operations, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2025 **What do you like best about Zendesk for Customer Service?** The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable. As a result, we have been able to devote more time and energy to the conclusion of agreements. We can bring all customer interactions together in one place, they are saved and structured, so no one on the team has to go through multiple systems to find a customer’s history, whether it be via email, chat or a web form. **What do you dislike about Zendesk for Customer Service?** It took a long time to set things up from the beginning, but the system is powerful and needs some changes before it can be turned on and used to its full potential. It took more time than anticipated to tailor the workflows and reporting matching our company model. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The way we handle sales and customers has improved a lot. Zendesk allowed us to create a Kanban board, which we used to delegate work, set due dates and monitor development. There was a huge change when all the information could be seen in one place. When a customer contacts us, we immediately create a ticket and record the entire chat so that anyone on our team can access it. We can quickly and easily assess the full case history to ensure that new responses are accurate and consistent with previous exchanges. We were also able to make real-time adjustments to our plan thanks to the custom reports I built to track sales team performance. **Official Response from Zendesk Sam:** > We're glad to hear your feedback and insights, Carletta. Hearing from our customers is a great joy to our entire team. Your experiences and thoughts are invaluable to us as we continuously work towards enhancing our products and services. Our goal is to empower you to serve your needs more effectively. Thank you for your ongoing support; it means a lot to us! ### 18. Zendesk - Custom To Your Liking **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2025 **What do you like best about Zendesk for Customer Service?** I can customize everything (views, webhooks, roles, permissions) to cater to my businesses needs and wants. I've used Zendesk at two companies now as President, and have also adopted a make-shift 'sales' system inside of it to not pay for the standalone ZD Sales (will talk about later). **What do you dislike about Zendesk for Customer Service?** Separate sales product, and poor integrations. ZD Sell is a horrible product, and I mean just atrocious (the opposite feeling I have about their Suite). To combat this, I've created a pipeline inside of ZD suite, for my sales agents, and created a sales form and some Webhooks with and without Zapier to not have the need for ZD Sell. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk can automate routing of chats, emails, and calls via trees and role systems. The tools inside of ZD suite allow us to have a very quick response time, ensuring we've had a 99.x% CSAT rating (again across my current and previous company). ### 19. First level support as Servicedesk Engineer **Rating:** 5.0/5.0 stars **Reviewed by:** Justine A. | Information Technology Service Desk, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2024 **What do you like best about Zendesk for Customer Service?** It is more easy to use compare to other ticketing tool like ServiceDesk Plus(SDP). Specially the macro which helps me to give fast response to the users who need our help as IT. **What do you dislike about Zendesk for Customer Service?** The rating system it should has a comment whenever you give ah good or bad satisfactiong rating **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Its difficult it is for support to align with departments such as sales or technical teams. **Official Response from Zendesk Sam:** > Thank you for giving us a 5-star review, Justine! We're happy to know that our macros feature has been a great help for you. If you want to include a section for users to leave a comment on your CSAT survey ratings, please follow the step-by-step instructions here on how to set this up: https://support.zendesk.com/hc/en-us/articles/7689997846554-Sending-a-CSAT-survey-to-your-customers ### 20. Optimizing Sales Operations with Zendesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Zendesk for Customer Service?** Zendesk Support Suite's strongest feature is its seamless omnichannel integration. It unifies conversations from email, chat, social media, and phone into a single, contextual agent workspace, dramatically boosting agent efficiency and improving the overall customer experience. **What do you dislike about Zendesk for Customer Service?** Its pricing structure is a common criticism. Costs can become surprisingly high as you add more agents or require advanced features, which are often locked behind more expensive plans, making it less accessible for smaller teams with complex needs **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It solves data silos by unifying support and sales data. This gives me a full customer view, helping identify upsell opportunities and churn risks ### 21. Zendesk is smooth, easy and user-friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Akash K. | Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Zendesk for Customer Service?** From its user-interface, simplicity and features, zendesk offers a seamless experience. **What do you dislike about Zendesk for Customer Service?** Although there’s nothing to dislike but the notification bell could see some changes **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We’re creating landing page for quick sales and using zendesk chat support system to talk to potential leads for immediate conversions without having the lead to go on call with us. **Official Response from Zendesk Sam:** > Hey Akash! Thanks for leaving a review! 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! ### 22. A great set of tools for all support needs **Rating:** 5.0/5.0 stars **Reviewed by:** Shalini S. | Social Media Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Zendesk for Customer Service?** It was surprisingly easy to use and intuitive and the customer support is robust, thoroughly impressed. **What do you dislike about Zendesk for Customer Service?** I haven't used it long enough to note downsides but perhaps more explanation can be added for non-technical users. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** The chatbot helped in lead capture and moving the lead along the marketing and sales funnel. **Official Response from Zendesk Sam:** > We're glad to hear that you find Zendesk to be user-friendly, Shalini. Your feedback means a lot to us, and we appreciate you taking the time to share your thoughts and support. Our team is committed to continuously improving our services, and we look forward to providing you with even better experiences in the future. Thank you once again for your kind words and trust in Zendesk. ### 23. unified, insightful and efficient: zendesk does it all **Rating:** 5.0/5.0 stars **Reviewed by:** Gaurav M. | SDE 2, Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2025 **What do you like best about Zendesk for Customer Service?** it simplified multichannel customer support, efficient support at scale with Zendesk suite. **What do you dislike about Zendesk for Customer Service?** it's pricey for small teams, takes time to master **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Its integration with tools like Slack, Jeera, and Salesforce has enabled smoother collaboration between our support, sales, and support teams. ### 24. Virtual support system within a company **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** December 24, 2024 **What do you like best about Zendesk for Customer Service?** Customers, Prospective clients, Vendors and employees all can be integrated at one place. All These features are extensively used and the framework of slack, call , sometimes social media buttons are very useful. Usability is very high at different levels, majorly helpful for calling agent /support team the concised modality of zendesk is really helpful **What do you dislike about Zendesk for Customer Service?** Auto emails are very similar and they need to improved customized auto email message. I sense the customer support is good in US hours, may not be in APAC hours **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We use it for sales CRM, payment schedule is significantly well manged. Zendesk usability had been managing and organizing these conversations at one go. I am assuming the customer/client can find a real time solution rather than when the resource log in and respond to vendor/client query. This is really helpful ### 25. Versatile and Powerful Ticketing Solution for our SMB Needs **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Small-Business (50 or fewer emp.) **Reviewed Date:** August 27, 2024 **What do you like best about Zendesk for Customer Service?** I’ve been using Zendesk Support Suite since the end of April, and my experience so far has been overwhelmingly positive as I have used this every day since we onboarded. Ease of Use: Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability, ensuring that settings and features are not buried under layers of complexity. This makes it straightforward to implement and deploy new features as needed. While there was a bit of a learning curve with the reporting tools, this was primarily due to the custom needs I had. Fortunately, my admin was able to not only meet but exceed these needs, making the investment in learning well worth it. Onboarding Process: The onboarding process exceeded my expectations. It was simple and well-supported, with our sales representative guiding us through much of the setup and training. This hands-on approach made it extremely easy to implement Zendesk and get our operations up and running quickly. Features and Functionality: One of the standout features is the ticketing system, which I find very easy to manage. It allows me to effortlessly keep track of requests and address our users' needs efficiently. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports, which has significantly improved our decision-making process. The platform’s overall simplicity in customization has been another major advantage, enabling us to adapt it perfectly to our workflows. Performance and Reliability: I’ve experienced no notable impact on performance and have had no reliability issues with Zendesk Support Suite. The platform has been consistently reliable, allowing us to maintain our support operations without any unexpected downtime or disruptions. This level of performance stability is critical for ensuring that our customer support runs smoothly. Value for Money: The value-for-dollar ratio with Zendesk Support Suite is high. The time savings alone, coupled with the powerful reporting capabilities, have saved me more than the cost of implementation for the year. This makes Zendesk not just a cost-effective choice, but a strategic investment in our customer support infrastructure. Customer Support: The support from Zendesk’s team has been excellent. The sales process was refreshingly non-pushy, with our agent focused on understanding our needs and ensuring we were set up correctly. Even after implementation, our agent continues to check in regularly, offering support as needed. **What do you dislike about Zendesk for Customer Service?** Integration with Microsoft Teams: While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams. As I transition our company to using Teams as our main method of office communication, having a more seamless and feature-rich Zendesk integration would allow us to move most of our support structure directly into Teams. This would greatly enhance our efficiency and collaboration, making the support process even smoother. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk has provided me with a robust management solution for handling both user requests and internal project tracking. Before implementing Zendesk, managing these processes was time-consuming, and there was no centralized source of truth or a dedicated area for users to reach out to. With Zendesk, I’ve been able to standardize the support process, which has significantly improved efficiency. This standardization has enabled me to handle more requests and projects while providing more granular insights into each open issue. The ability to centralize and streamline these processes has been a game-changer for our operations. **Official Response from Zendesk Sam:** > Hi there! Thank you for this amazingly detailed review! We're happy to hear that Zendesk has provided you with a robust management solution for handling both user requests and internal project tracking. We appreciate your support and look forward to making your experience with us even better. ### 26. I have used this in Uber and also in Vimeo as a CRM tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Arul W. | Support Specialist II, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2024 **What do you like best about Zendesk for Customer Service?** It can be integrated with so many apps, ex: Translator, JIRA, Sales Force and company internal tools. It can also be integrated with AI tools. **What do you dislike about Zendesk for Customer Service?** Sometimes the translator does not function properly. That is the only issue I got, it could be the third-party app integration issue. But apart from that I do not have anything that I can complain on :) **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I have all the resources in one place to help assist my clients. Easier to report and have the data in one place for data analysis. Flexible with our requirements as the support team. Also, easier for the users to write in or follow-up with previous queries. Gives enough time for the users to write back before closing the ticket. **Official Response from Zendesk Sam:** > Hey Arul! Thank you for this 5-star review! We're happy to hear that Zendesk grants you all the resources to help and assist your clients! If you need any assistance regarding the language translator, feel free to reach out to us via: https://zdsk.co/zdhelp Your feedback means a lot to us, and we want to invite you to our Community Forum where your thoughts, ideas, and suggestions can help us make your experience with us even better: https://support.zendesk.com/hc/en-us/community/topics ### 27. Easy to use, easy to customize **Rating:** 4.5/5.0 stars **Reviewed by:** Jason P. | Team Lead, Tech Support & Infrastructure, Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about Zendesk for Customer Service?** I do really like the Support platform from a user perspective, and the trigger system is wonderfully dynamic and flexible. I like that form fields and are searchable now (terrific improvement). The marketplace is great for additional enhancements. Macro's are great for standardizing user responses. **What do you dislike about Zendesk for Customer Service?** There are a few things that I'm critical of - like the disjointed admin experience at the moment. I find I have to bounce between Support and Admin to adjust users (moving them from staff to end user or vice versa), but I'm hopeful a more unified experience is on the way. Would like to see an improvement in the Support web portal so that it can more easily be adapted to support internal requesters (who sometimes are also agents), and lock it down so it's not available to just anyone. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk originally was deployed to provide Tech Support to the internal staff, which it does fairly well (though if you're an agent, it often treats those users tickets differently, putting comments are internal notes). We then deployed to our call centre and customer relations teams. We deployed large forms for this purpose, and while they work well, I'm hopeful we can pare these down and refine them soon. We are now looking at onboarding our Sales team to Sell. **Official Response from Zendesk Sam:** > Our goal is to make the system seamless not only for users but also for those who administer their program, Jason — we love hearing your thoughts! We'll make sure to pass this feedback along so we can improve our services. We appreciate your time and effort in writing this review. If you have any other questions, concerns, feedback, or suggestions feel free to check out this Help Center guide: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 28. Zendesk is an efficient and easily accessible tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Khanyisani S. | Customer Sales Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Zendesk for Customer Service?** Zendesk makes it easy when receiving replies as they are directed back to the ticket. It also has cool features that allow you to link different tickets that belong to one user. **What do you dislike about Zendesk for Customer Service?** I personally can not see anything wrong with the way forwarder for zendesk works as it always get the job done. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It improves productivity and this helps drive more sales in a smaller amount of time. ### 29. Overpriced for what you get **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2024 **What do you like best about Zendesk for Customer Service?** The UX is well-designed and intuitive to use. It syncs well with your calendar and emails in a basic way (no AI-boosted features). I liked the feature that allows you to populate the record fields using information pulled from LinkedIn. Saves time. **What do you dislike about Zendesk for Customer Service?** It's difficult to cancel your contract. It's difficult to get through to a human in their Support team. A lot of the reporting features are only available for 'Elite users'. Doesn't automatically reconcile duplicates. The Reach feature is not GDPR compliant and therefore has no use in Europe. Many of the reporting features are available only for 'Elite users' only. It would be nice to have more automated features and prompts. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It aggregates my data and organises it well. It computes the sales figures. **Official Response from Zendesk Sam:** > We apologize for the support experience you have had. It's not the level of service that we strive to provide to our customers. We're sorry for any inconvenience or frustration this may have caused you. Our team is continuously working to enhance our support services and your feedback will be taken into consideration as we seek to improve. We appreciate your patience and understanding as we work towards delivering a better support experience in the future. ### 30. The sales experience could use help. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Zendesk for Customer Service?** We are new to the platform and the thing that I like most is the reporting. **What do you dislike about Zendesk for Customer Service?** The sales process has caused our project to roll out much later than desired. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It's not been depolyed just yet. ### 31. out of the box simple to use - features can get complex **Rating:** 3.5/5.0 stars **Reviewed by:** Sarah b. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2023 **What do you like best about Zendesk for Customer Service?** it syncs well with our current tech stack, simple enough to use right away out of the box. customizable if needed, but basic enough for anyone to understand. works well with teams big and small. **What do you dislike about Zendesk for Customer Service?** it can get complicated. Lots of features, customizations, but not a ton of support on implementing (not without a high $$ at least). Basic/standard is pretty boring, their sales team is not technically saavy and usually just reaches out to get you to upgrade. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** ability to organize and repond quickly to customers who have general questions. Using macros, we can not only respond quickly, but have a unified and similar verbiage for every customers so there is no issues with communicating. ### 32. Zendesk, perfect solution for techinical support and customer service. **Rating:** 4.5/5.0 stars **Reviewed by:** Manoj D. | Team lead, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Zendesk for Customer Service?** It allows the user to assign cases to each other easily. The agent can view the complete history of previous conversation on a single screen while on chat. Easy access to reports. Scheduled reporting helps the stake holders while on a review or dailt standup meets. **What do you dislike about Zendesk for Customer Service?** Difficult to intigrate with other sales software like sales force, pipedrive. Zendesk needs to have a only calling options seperately if some one needs it just for calling purpose. This calling feature needs to have an easy intigration. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We are able to use zendesk as a one stop solution for Techsupport, billing, collections, retention and customer service teams. As it give the agents the complete history of the customers at a single page. Agents are also able to read the notes from other departments, which is some times very useful. ### 33. Looks Great, not as user friendly as I had hoped..... **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Zendesk for Customer Service?** I liked how clean it looked, and how when you opened a ticket all of the information you needed from previous interactions was there at your fingertips, you didn't need to go searching. **What do you dislike about Zendesk for Customer Service?** The live chat service, it is/was terrible. There was no way for a manager to take over a chat. The chat transcripts automatically emailed, was nice but not necessary. Not having the live chat open on a different tab made it difficult for our team to navigate and it was over all not user friendly for us. We have since reverted back to the old chat system and it is working out wonderfully! **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is allowing us to utilize one platform that all users can access to be able to assist our customers better. The live chat service is great and has cut down on the problematic phone calls so that we can focus on sales. ### 34. Was once great, then left our sales funnel broken for weeks. **Rating:** 0.0/5.0 stars **Reviewed by:** Franz M. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2023 **What do you like best about Zendesk for Customer Service?** When it first came out, it was an attractive and easy way to affordably deliver great support. We used it for a decade or more for customer service. The ux was pleasurably simple and intuitive and the pricing and features were easy to understand and matched common needs. **What do you dislike about Zendesk for Customer Service?** Over time pricing became more and more complex and expensive. Multiple plans, sometimes with even the same names like "Enterprise" or "Pro" would only get you part of what you needed. We added zen sales to handle basic CRM needs and things only got worse. The amount of data sharing between these two apps was pretty limited unless you got everyone seats for both. The plan we had at zen sales limited our concurrent sequences to 50, but when we hit that no notification was ever sent to us to upgrade. It just stopped sending emails to leads. When we paid to upgrade to the next plan (pretty expensive at $99/user/mo) they took our money but didn't actually up the 50 limit to the 300 promised. We opened multiple support tickets and waited weeks to get it resolved, but they never could. It would be days between responses from zen, and then they'd just want us to re-enable remote admin access so they could look again (because it had timed out.) There's no phone to call. We even opened a sales ticket to try to get noticed. In the end we just moved support to Jira using JSD, and we went with Pipedrive for CRM as it costs a lot less and does a lot more. We enjoyed you for a decade zen, but for a company that sells a support product - that was miserable. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It used to solve support, customer success, and even sales. It was basically the front door to our business across multiple websites. All communication started there. ### 35. RUN AWAY FROM ZENDESK **Rating:** 0.0/5.0 stars **Reviewed by:** Alex K. | Director of Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** March 22, 2023 **What do you like best about Zendesk for Customer Service?** There is nothing I find valuable about Zendesk. The products are clunky, the support is non-existent after you get thruogh the sales process and they constantly try to sell you bot interaction as the future of Customer Care but their own bot is terrible at resolving issues. **What do you dislike about Zendesk for Customer Service?** Everything. The way they handle issues is a pain, their products don't feel like they were tested by real customer care agents and are missing major features that inhibit the functionality of the products. They constantly upsell you on the next tier which means paying more per month to get very basic features. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** They are attempting to help us finalize a departure from Zendesk. Of course, it took way too long to resolve. ### 36. Zendesk helps us keep our customers and agents happy! **Rating:** 5.0/5.0 stars **Reviewed by:** Dan R. | Support and Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2021 **What do you like best about Zendesk for Customer Service?** We're really happy with the integrated email and chat dashboard for our agents (Agent workspace) and the ability to mange useful reporting, automated responses, and Answer Bot resolutions. The SLA functionality also helps agents stay focused with 'top-of-the-bucket' prioritization so they don't have to spend cycles trying to figure out which ticket is most important, or lose track of tickets in the queue. We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers. Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process. The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com. **What do you dislike about Zendesk for Customer Service?** It's clear that Zendesk has been a work in progress over the years, and several modules do not sit tightly with each other. Chat, for example, was developed by Zopim, and it's clear that it's been copied/pasted into the layout. Configuration is especially painful and takes place on two different dashboards. They've consolidated some of the settings configurations, but it still feels cumbersome, and agent permissions management still jumps you back and forth between various configuration menus. Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We're handling requests originating from a variety of surfaces, web form ticket submission, web widgets in our app including in-app chat, email support, help center. Integrating this into a seamless experience for our agents is top priority as it allows our agents to live in a single environment. This plus the tight integration with the help center for public and internal-facing documentation is critical in assuring our agents have quick access to all of the resources they and our customers may need to be successful. The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams. ### 37. Overpriced, support sucks big time, sales team are super sneaky -- avoid Zendesk **Rating:** 0.0/5.0 stars **Reviewed by:** Brendan T. | Principal Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2023 **What do you like best about Zendesk for Customer Service?** The software itself is good, the company just sucks **What do you dislike about Zendesk for Customer Service?** The support sucks There's basic features on the roadmap that are completely ignored Sales team are super sneaky and have straight up lied to us more than once **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk software is great but the company sucks ### 38. Top ticketing system out there **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2022 **What do you like best about Zendesk for Customer Service?** Simply the trigger and automation rules are very detailed. You can fully customize it to your needs. With this multiple teams can use Zendesk based on their responsibilities. For example, you can have tiered support, specialists, experts and other departments as well like Sales and Account Managers, Abuse handling, etc. use one tool. **What do you dislike about Zendesk for Customer Service?** Currently, I wish there would be a way to automatically delete tickets or send them to the suspended view based on automation or trigger. This would be very helpful in fighting spam emails and requests. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** In collecting all users' requests from many different sources into one tool. We are able to tag and label these, follow our performance and ensure that all user issues are logged and can be helped in a prioritized manner. ### 39. Best support product we used **Rating:** 5.0/5.0 stars **Reviewed by:** Damir B. | Director of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** December 07, 2022 **What do you like best about Zendesk for Customer Service?** We use Zendesk for more than a year now, and we are very satisfied. We have a Zendesk Suite Professional plan, which has exactly what we need to integrate Zendesk with other services we use or create ourselves, and to be able to extend our business to almost full automation when it comes to technical parts. **What do you dislike about Zendesk for Customer Service?** We like almost every aspect of Zendesk Suite. The only thing we discuss at times is the price, as we pay per agent and at times we do not even utilize all the seats. It would be good to have some admin seats that are not used for chat/support, and that are not paid for, it will be easier for us to automate even more. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite solves most of our problems when it comes to the communication with our customers and helps us automate receipt emails, trigger specific webhooks, and track sales properly. ### 40. Avoid **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2023 **What do you like best about Zendesk for Customer Service?** There are multiple plan levels available, and while their pricing structure is overly confusing for no reason, they do have a lot of features available. **What do you dislike about Zendesk for Customer Service?** Zendesk's team is fantastic when you're a prospective customer. Their sales team is on it and attentive. Once you sign a contract, different story. We've been trying to implement new features for over 2 months now, and getting an updated SLA is like pulling teeth. The Account Executive team / CSM team is stretched thin, and I get the impression they only make time for their high paying customers. Currently we've been waiting over 2 weeks to determine why there is a pricing discrepancy on an updated agreement versus what we've paid and have receipts for. Not sure why that takes so long to confirm internally. If I could go back 2 months, I'd save myself the time and migrate our entire team to a different platform. In the future, if I have a need, I'm going to avoid Zendesk at all costs. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk is our customer service messaging solution. ### 41. Excellent platform, customer experience can be a bit lacking though sometimes **Rating:** 3.5/5.0 stars **Reviewed by:** Sean L. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2022 **What do you like best about Zendesk for Customer Service?** The platform is clean and easy to use. It's very rare to have outages, and generally a reliable platform. Great functionality and is overall a dream to use. Compared to competitors, Zendesk is a much more mature platform that has been refined and carefully thought through. I did consider moving recently but quickly came back after trialling another platform. **What do you dislike about Zendesk for Customer Service?** Dealing with sales, especially when trying to downgrade. I had an absolute nightmare trying to downgrade my plan recently. I was literally begging to get help. The sales team don't want to hear from you unless you're looking to spend money. It was resolved in the end, but it was a lot of work and stress to get a resolution. If it wasn't for that experience, I'd be giving the highest rating. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Using Zendesk allows us to centralise all our customer communications into one place for all our brands and communication channels. It helps the team collaborate and stay organised. It also allows for automation to speed up workflows, whilst maintaining some degree of personalisation. It is our single platform for talking with customers, other than the physical mail we get from time to time which, to be fair, gets digitised and put into Zendesk. ### 42. A robust tool but not super user friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Rachael S. | Customer Support Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2022 **What do you like best about Zendesk for Customer Service?** I like having light agents creating groups and organizations as well as the knowledge base/help center **What do you dislike about Zendesk for Customer Service?** I don't like moving from admin center to guide to tickets, I wish I could assign tickets to light agents, I wish your default views were more intuitive and easy to see/change, There should be more templates to choose from for articles, getting specific help is a bit hard/time consuming and I want to integrate others apps and it's all overwhelming for a new customer. The training guides don't start or include the specific things I need as customer service my focus is my own customers, not my organization as a customer to zendesk, but most articles are written for developers at such a high level and there is SO much text it's too much to read and digest easily **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It is better than HelpDesk which were using before and has an actual app that works and the whole end to end customer support we can provide now is SO much better! And your sales persom was very responsive and helpful, unlike Freshdesk who we also got quoted. That is ultimately why we went with Zendesk, is the customer support for us. ### 43. Professional customer advocate tool **Rating:** 5.0/5.0 stars **Reviewed by:** Namukose L. | Customer Service Advocate, Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2022 **What do you like best about Zendesk for Customer Service?** Zendesk has a variety of features we like at our company: 1. Integration- the tool can be integrated with standard tools like social media platforms that help us communicate to clients from their favourite social media platforms from one zendesj, increasing customer support productivity. Mailchimp integration helps us to create and send campaigns to our subscribers from zendesk, and the integration with Trustpilot helps us to respond to reviews within the desk. 2. Customization; I like the possibility of customising and editing triggers. Customising the chat widget and customising custom support email using the DKIM and SPF records has given us total brand uniformity and a professional overview of our help centre using our custom URL. **What do you dislike about Zendesk for Customer Service?** Though the tool is excellent, it is perfect for smaller enterprises with a good ROI. The smaller package of $49/month/agent, assuming you have ten operators, would mean $490/month, and this is so expensive to smaller businesses, yet you need to pay the operator independently. The tool requires some technical skills to get everything right, like verifying DNS record for CNAME and SPF require little technical skills to get everything started and working out well which may need some extra additional cost if you do not in-house technician **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It was hard and time-consuming to respond to clients independently from different platforms. Integrating Zendesk with social media platforms like Facebook, Twitter, WhatsApp, email and Instagram saved us 8 hours we could use in responding to all inquiries. We are more productive as far as customer service is concerned. I use the insights, feedback, and rating to understand how to support operators working with clients for training purposes and create a report for our CEOs and senior support operator manager. Customizinf, the tool like chat widget and emails, has given us a professional look because of brand uniformity and hence a more trusted brand to our clients, which improves sales and positive feedback from review sites ### 44. Never trust what they say during a sales presentation. **Rating:** 0.0/5.0 stars **Reviewed by:** Kris W. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2022 **What do you like best about Zendesk for Customer Service?** The platform looks nice on the surface, but in the end was completely unusable to our enterprise. They lied during the sales presentation which induced us to buy, now we spent $18,000+ on a platform that we get zero use out of. **What do you dislike about Zendesk for Customer Service?** Was promised that their platform would work with our VOIP provider. Signed the contract and now they tell me that it actually won't work, which effectively makes it useless for us. Lost $18,000+ because of them, they won't take any responsibility at all. Tried for over a month and a half to work things out with them and they even said they would do something in then later stopped answering calls and emails, we tried to go up their management chain, no one would reply. I'm happy to go in detail about my experience, please reach and I'm happy to share this horrific experience with them. I would not heed any assurances they give, they are liars. Despicable for a Fortune 500 company. I'd run far far away from them. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It's unusable for us. We never went past the onboarding phase since the platform does not integrate with our systems like they promised. ### 45. Passwrod reset **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Building Materials | Small-Business (50 or fewer emp.) **Reviewed Date:** November 28, 2022 **What do you like best about Zendesk for Customer Service?** We have been using Zendeask for a number of years now. It is very simple to install on our platform (wordpress). Our customers find the chat widget very engaging, and it helps us to develop sales through customer support. **What do you dislike about Zendesk for Customer Service?** The only thing we would state as a negative is the big jump to a paid plan. You can only use one agent at a time on the free plan, which can sometimes cause issues when more than one customer wants to engage. Other than that, we think it's great. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** It allows us to interact with our customers at important stages of their buying process. Whether we answer a query about one of our products, offer a discount code or send them a link to other items that they may like. This is vital when wanting to increase sales. ### 46. Regular Product Improvements, Listens to Feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Paige A. | Customer Experience Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about Zendesk for Customer Service?** There is a vast variety of features and customization options, and I have seen lots of feedback from clients applied in the software updates that are released regularly. Lots of events are available for free through the web to connect with the company, and support has been relatively quick to respond to any issue I've raised with them. **What do you dislike about Zendesk for Customer Service?** There are still some features that have been widely requested or are considered base in other suites that have not yet been implemented by Zendesk. Because the server is hosted by zendesk, reporting is obtuse even when using their tool and direct database calls cannot be made through explore, making the report building process much more complex than if the data was stored by the company itself. The self service training seems to be undergoing more improvements than the original iteration, but still lacks a lot of content that would be nice to see. Most of the information needs to be found through the support center and forums, and there can be some circular searching to find which article has exactly what you need. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We are using Zendesk Support Suite to run the entire Customer Experience department of our E-commerce business, for tickets, sales, and our customer help center. We are hoping to continue to utilize it more to automate some of our issues, but navigating the transition from chat to messaging and chatbot is tricky due to limited options for educating our customers ### 47. Easy setup and great support tool **Rating:** 5.0/5.0 stars **Reviewed by:** Allison V. | Chief Operating Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 06, 2022 **What do you like best about Zendesk for Customer Service?** Zendesk is a great tool to have on the website to provide excellent customer service. It was easy to deploy onto our website and activate the necessary channels. I was surprised at how easy it was to personalize the settings and how responsive they were. **What do you dislike about Zendesk for Customer Service?** I would like to see a more user-friendly way to access the agent workspace as well as the admin sites. I think if the two were merged or the interface was made in a way that allowed the agent/admin to switch easily between them. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** Zendesk Support Suite it helping to support customers with the technical challenges on the website and offers assistance with purchasing or sales inquiries. It helps to keep communication clear and organized. ### 48. The value that Zendesk provides to our customers **Rating:** 5.0/5.0 stars **Reviewed by:** Arthur M. | Innovator, Small-Business (50 or fewer emp.) **Reviewed Date:** April 01, 2022 **What do you like best about Zendesk for Customer Service?** How practical things are even to beginners who never worked with the platform before. I started without the knowledge of triggers, automations, etc, and I could learn them within a week. **What do you dislike about Zendesk for Customer Service?** Sometimes we need third party apps to fill out some spaces that Zendesk doesn't fill, like a better way to reassign tickets based on schedules (like Round Robin). **What problems is Zendesk for Customer Service solving and how is that benefiting you?** I build automations and triggers for my company. My job is to make our agents' job easier. I also gather data from Zendesk Explore to help other fields of the company, like sales and marketing. ### 49. Amazing Tool for Small Teams with Large Customer Bases **Rating:** 4.5/5.0 stars **Reviewed by:** Gennavee R. | Customer Service and Admin Support, Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Zendesk for Customer Service?** The ticketing format and overall cohesiveness of the platform are bar none of the best out there. Our team went from working out of a single sales email address to this glorious multifaceted workspace that can be customized to each agent's needs and preferences (for the most part) and the integration it has with our storefront provider, Shopify, is phenomenal. But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic. Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated. **What do you dislike about Zendesk for Customer Service?** The inability to cycle through ticket tabs with a keyboard shortcut and the inability to rearrange those tabs by clicking and dragging is frustrating for all members of our team. Also, not having a built dark mode is annoying. There are paid extensions to work specifically with Zendesk, but in this day and age, you would hope for the option to be included for free by default. You can use browser extensions and Opera offers the option to force dark mode on webpages, but I'd rather it just be offered through Zendesk to begin with. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We used to work out of a single email account and one of the biggest issues was customers sending multiple emails, or responding to their first one which would push their email thread to the top of the inbox, which we worked backward through. Switching to the ticketing format has enabled us to track everything and keep everything to a much, much higher degree. We are also able to see and understand the context of every interaction much more easily. ### 50. Excellent support for the less technically inclined **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2022 **What do you like best about Zendesk for Customer Service?** Though I wouldn't consider myself to be technologically illiterate, I wouldn't consider myself a digital guru either. The support from Zendesk has been incredibly helpful in answering all of my questions, helping me understand the systems better, and ultimately helping our team better support our customers. **What do you dislike about Zendesk for Customer Service?** It's taken me a bit to figure out how to resume a conversation with the Zendesk support team, instead of starting new tickets while the original support ticket is still open/pending. Fortunately that's a simple matter that was simply an oversight on my own part. **What problems is Zendesk for Customer Service solving and how is that benefiting you?** We're a small business that have been graced with a lot of growth over the last few years. So our sales and support team went from four people to about a dozen, and our customers increased accordingly. We were formerly operating out of one, single, shared inbox. With Zendesk Support, we've been able to get a handle on our inboxes, track metrics, and better track areas for improvement within the company, based on customer feedback and trends tracked by our support team! ## 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 - 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[Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) - [Zscaler Internet Access](https://www.g2.com/products/zscaler-internet-access/reviews) ## Zendesk for Customer Service Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Conversational AI - Conversational Commerce Platforms** - AI chatbots - Messaging and Notifications - AI agents - Voice assistants - Communication apps **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Analytics** - Trends - Performance Tracking - Email Tracking **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Platform integration - Conversational Commerce Platforms** - Ecommerce stores - Sales channels - Payment Platform - Internal tools **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Analytics and Reporting - Conversational Commerce Platforms** - Conversational analytics - Advance reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Customization - Integration APIs - Internationalization - User, Role, and Access Management - Performance - Mobility - Reporting - Dashboards **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Workforce Management Platform Features** - Labor Forecasting - Shift Scheduling - Time & Attendance Tracking - Absence & Leave Management - Skills Management - Succession Planning - Workforce Analytics - Self-Service Capabilities - Mobile Shift Scheduling - Team Communication **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Zendesk for Customer Service Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,706 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,842 reviews) - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,251 reviews)