G2

Pauli Juel .

CTO and Partner

Small-Business (50 or fewer emp.)

9/9/2026

"Seamless Automation with Room for Zendesk UI Enhancement"

5/5

What do you like best about eesel AI?

I like that eesel AI deeply integrates with Zendesk, making our workflow much smoother. The ability to customize filtering and instructions is fantastic, allowing us to tailor the AI’s responses to fit our needs, like knowing when not to react to a ticket. The way eesel AI drafts responses automatically when a new ticket is created saves us a lot of time because the replies are ready when we open a ticket for the first time. Transitioning from Macha to eesel AI has been beneficial in this regard, as we no longer need to manually request a draft response. The setup was easy, which was a great relief, and overall, it has been a very effective tool in our workflow. Review collected by and hosted on G2.com.

What do you dislike about eesel AI?

The integration with Zendesk is currently a bit cumbersome since it relies on triggers, webhooks, and API calls to add comments to a ticket. It would be better to have a real Zendesk app that integrates directly with the Zendesk UI. Right now, using a suggested reply means we have to manually copy/paste the text from eesel AI's comments on the ticket, whereas competitors like Macha have a real Zendesk UI integration with added buttons in a ticket to automate these actions. Review collected by and hosted on G2.com.

What problems is eesel AI solving and how is that benefiting you?

I use eesel AI to draft responses to customer requests in Zendesk, saving time on typical questions. It suggests replies ready when I first open a ticket, enhancing efficiency. Its deep integration and customizability handle tickets precisely based on our needs, preventing unnecessary responses. Review collected by and hosted on G2.com.