G2

Charlie W.

Arcesium

Consulting

Enterprise (> 1000 emp.)

8/30/2026

"Copilot’s Expand Feature Delivers Consistently Polished Replies Across the Team"

4.5/5

What do you like best about Zendesk for Customer Service?

We've got a mix of agents on the team, some who write great replies naturally and a couple newer hires who'd send responses that were accurate but kind of rough sounding. Copilot's expand feature lets someone jot a few bullet points about what they want to say and turns it into an actual polished reply pulled from our knowledge base and past macros. Reply quality across the team evened out noticeably, customers aren't getting a noticeably worse-written response depending on which agent happened to pick up their ticket. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Intelligent triage occasionally misreads sentiment on sarcastic messages, flagged a customer as calm and neutral once when they were actually pretty annoyed, just phrased it dryly instead of using obvious angry language. Review collected by and hosted on G2.com.

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

Standardizing reply quality across a team with different writing styles and experience levels wasn't something I expected to matter this much, but it's cut down the noticeable gap between our strongest and newest agents. Sentiment detection missing dry sarcasm is a real limitation worth knowing about if your customers tend to write that way, we still have agents double check tone-sensitive tickets manually. Overall it's made onboarding new agents less nerve wracking since their replies don't sound obviously junior anymore. Review collected by and hosted on G2.com.