![James H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "James H.") JH James H. Deployment Strategist Mid-Market (51-1000 emp.) 8/13/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Strong Customer Service Platform with Powerful Integrations" 5/5 What do you like best about Zendesk for Customer Service? One of the things I like most about Zendesk is how well it integrates with Slack. The Slack notifications are particularly helpful because I receive an alert when a ticket has been responded to, which means I can stay informed about ticket activity without having to constantly monitor Zendesk. This is especially useful when working across multiple tickets or collaborating with different teams, as it provides an additional layer of visibility and helps ensure that important updates do not get missed. I also like having customer conversations, ticket history, and support activity centralized in one place. Having that information readily available makes it easier to understand the full context of a customer issue and track it through to resolution. Zendesk also provides useful reporting and automation capabilities, which can help teams monitor performance, identify trends, and reduce the amount of time spent on repetitive tasks. Overall, I appreciate that Zendesk provides a structured way to manage customer service requests while still offering integrations that fit into the other tools our team uses every day. Review collected by and hosted on G2.com. What do you dislike about Zendesk for Customer Service? My main frustration with Zendesk is that the product can feel quite complex to use. There are a lot of features, settings, and configuration options, and it can take some time to understand how everything works and determine the best way to use the platform. This can make the experience feel overwhelming, particularly for new users or when trying to complete something that should be relatively simple. I also find the functionality for mentioning or tagging another person directly within a ticket to be limited. When I need to bring a teammate's attention to a specific ticket or ask for their input, I would prefer a more straightforward way to mention them directly in the ticket and clearly notify them. Having to rely on another communication channel for something that could be handled within the ticket can create additional steps and make collaboration less seamless. While Zendesk has a lot of powerful functionality, I think simplifying some of the user experience and improving collaboration features within individual tickets would make the platform much easier and more efficient to use. Review collected by and hosted on G2.com. What problems is Zendesk for Customer Service solving and how is that benefiting you? Zendesk helps us manage and respond to customer support requests in a structured and efficient way. I work for a software company that provides solutions for public safety, so our customers often rely on us to quickly address issues that may impact their day-to-day operations. Zendesk gives customers a centralized place to submit support tickets and provides our team with the information and context needed to investigate and resolve those issues effectively. It also helps me prioritize requests based on urgency and impact, allowing me to focus my attention on the most critical issues first. Having tickets organized in one system makes it easier to track conversations, follow up on outstanding requests, and ensure that important customer issues do not get overlooked. Overall, Zendesk helps us provide a more consistent and responsive support experience while giving me a clear way to manage my workload and prioritize customer needs. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite See what 6675 reviewers think of Zendesk for Customer Service 4.3 out of 5 ยท Verified reviews from real users [ Read all reviews ](https://www.g2.com/products/zendesk-for-customer-service/reviews)