G2

Alex M.

Senior Property Inspector

Commercial Real Estate

Enterprise (> 1000 emp.)

8/30/2026

"Instagram DMs stopped disappearing into someone's personal phone"

5/5

What do you like best about Zendesk for Customer Service?

A lot of our customers reach out through Instagram DMs first, and before this whoever managed our social account was fielding those separately from actual support tickets, so if that person was out, messages just sat unanswered. Now Instagram, WhatsApp, and Facebook messages all land in the same Agent Workspace as regular tickets, any available agent can pick it up instead of one specific person being the bottleneck. The unified customer profile thing has helped too, someone DMs on Instagram then later emails about the same issue, and it's linked as the same person instead of looking like two separate customers. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Got a few duplicate customer profiles early on, someone messaged from Instagram once and email another time, and the system didn't always realize it was the same person unless the contact info matched exactly. Review collected by and hosted on G2.com.

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

Not having one person as the single point of failure for social DMs has made response times a lot more consistent, agents just pick up whatever's in the queue regardless of channel now. Linking the same customer across channels has also stopped a few awkward moments where an agent had no idea someone had already reached out through a different platform. The duplicate profile issue needs occasional manual merging on our end, but it's a minor cleanup task compared to the mess before. Review collected by and hosted on G2.com.