FD

Freya D.

Project Manager

Mid-Market (51-1000 emp.)

8/20/2026

"Customers started fixing their own issues before even opening a ticket"

4/5

What do you like best about Zendesk for Customer Service?

We built out our help center with zendesk's self service articles, and honestly did not expect it to make much of a dent, figured people would still just email in either way. Turns out a decent chunk of common questions, like password resets and billing basics, get answered by the article before someone even opens a ticket. The suggested articles that pop up while someone's typing a ticket has cut down repeat tickets on stuff we'd already documented. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Keeping articles updated is a real chore nobody officially owns. A few outdated ones sat around for months giving wrong info before someone on the team noticied and flagged it. Review collected by and hosted on G2.com.

What problems is Zendesk for Customer Service solving and how is that benefiting you?

Ticket volume dropped a bit once people started finding answers themselves instead of emailing for everything. Was not a massive shift, but enough that agents have more room to handle the harder stuff instead of answering "how do I reset password" for the hunderdth time. Article upkeep needs actual ownership though, we learned that the hard way after a few went stale. Review collected by and hosted on G2.com.

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Current UserValidated ReviewerIncentivizedSource: Seller invite

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