G2

Jack W.

Senior Operations Manager

Facilities Services

Enterprise (> 1000 emp.)

9/25/2026

"Effortless Ticket-Based Calling with Our Real Support Caller ID"

4.5/5

What do you like best about Zendesk Contact Center?

We do a fair bit of follow up calling, checking in after a support issue got resolved just to make sure it actually stuck. Being able to call directly from the ticket itself instead of copying a number somewhere else has made that whole habit way less annoying to keep up with. Whatever caller ID I'm using shows up as our real support number too, so customers aren't getting some random unfamiliar number and letting it go to voicemail out of suspicion, which used to happen more than I'd like. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

Here's the annoying part though, if I call someone and they just don't pick up, nothing automatically flags that anywhere. No ticket gets created, no reminder to try again later, it just sort of disappears unless I personally remember to follow up myself. Also any agent can technically call out from any of our lines, there's no way to lock someone to just the number they're supposed to be using, which has caused a couple mix ups with the wrong line showing on a customer's caller ID. Review collected by and hosted on G2.com.

What problems is Zendesk Contact Center solving and how is that benefiting you?

Calling right from the ticket has genuinely made proactive outreach feel like less of a chore since I'm not hunting for contact info separately. The gap around unanswered calls is a real one though, I've lost track of a follow up call or two simply because nothing reminded me it went unanswered, had to build my own mental habit of double checking instead of relying on the system to catch it. Line restrictions being all or nothing is a smaller annoyance but still something worth knowing if you run multiple support numbers like we do. Review collected by and hosted on G2.com.