Zendesk for Customer Service Reviews & Product Details

I really like how Zendesk for Customer Service provides a centralized platform to consolidate all the marketplace portal queries in one place. The generative AI service is a favorite of mine because it helps us create multi-level responses based on our knowledge base, addressing customer queries without needing a live agent and prioritizing issues based on severity. I also appreciate the Zendesk Explore feature for reporting purposes, as it offers deep customization with no limits on data analysis. As a manager who has used Zendesk for over 10 years, I can confidently say it has made my work life smoother and more efficient, allowing me to complete hours of work in minutes. The initial setup experience was great, with helpful onboarding support, templates, dashboards, and training which made the process hassle-free. Review collected by and hosted on G2.com.

I have raised it earlier as well with Zendesk support, that their Zendesk Talk feature needs improvement in a few areas to help managers have better visibility. In my opinion Zendesk Talk feature lacks to offer below- It does not show for how long an agent is sitting idle with no calls, Improper calls distribution, as sometimes a few agents get comparatively more calls with no reason provided, No real time monitoring is available for Zendesk Talk agents logged in. Review collected by and hosted on G2.com.

Zendesk is a ticketing solution, and it does it rather well. It consolidates all the messages of the customers, whether they are emails, chats or social media to a single inbox and so my team does not need to keep moving between the tabs to get the right conversation. It can also be easily visualized using built-in analytics dashboard to show ticket volume, average response time, and customer satisfaction scores. I also enjoy the fact that Zendesk AI is able to propose answers to agents on similar tickets that have been previously dealt with. Review collected by and hosted on G2.com.

The interface is functional, but it does not look the most modern. The design can be considered somewhat old-fashioned compared to the newer tools. It took us almost two weeks to get things in order. It would be good to have improved onboarding of new teams. Review collected by and hosted on G2.com.

I like how adaptable Zendesk is. With constant change within our teams and processes it's nice to also be able to constantly refine Zendesk to build out our ultimate workflows. We have integrated Zendesk within all of support teams and having one unified dashboard for all of our different groups makes keeping informed simple. Review collected by and hosted on G2.com.

I dislike that Zendesk doesn't have a good way to encrypt a groups documents within Zendesk. We exchange confidential documents within Zendesk and it would be nice to have a secure group within the software. We have to send any confidential document outside of Zendesk and then share to Zendesk to redact. Review collected by and hosted on G2.com.

Zendesk is the best choice for organized, scalable, multi-channel customer service with good reporting and automation.

It is ideal for teams that get a lot of support requests from different channels and need a system that can grow with the business. If you want AI-assisted support and structured ticket workflows instead of just an inbox, this is also a good choice.

Centralized ticketing, omnichannel support, automation, and reporting are the best things about Zendesk's customer service. It puts conversations from email, chat, phone, and social media all in one place, which helps teams stay organized and respond faster. Review collected by and hosted on G2.com.

The way the data is shown or how long it takes to refresh might be able to be better.

Also, it takes a long time to sync new chats into the platform, which could be hard for the QA testers at times. Review collected by and hosted on G2.com.

I am so grateful for the ability to sync the Zendesk platform with Vetspire, which I also use, and it allows my chats and notes to be automatically implemented into the patient's chart. It saves time, and allows me to help more Clients that way. Review collected by and hosted on G2.com.

At this time, I don't have anything. The option to search for older tickets is something I've discovered by searching keywords that let me find all associated tickets, and then I can just sort them by date. Review collected by and hosted on G2.com.

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.

The interface is better than most but the ability to customize or understand what is available is largely shielded in the company FAQs. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.