G2

Sebastian T.

Finance Manager

Consulting

Mid-Market (51-1000 emp.)

8/31/2026

"Power users started answering questions faster than our own agents could"

4.5/5

What do you like best about Zendesk for Customer Service?

We turned on Gather, Zendesk's community forum piece, mostly as an experiment and didn't expect much from it. Turns out a handful of our most experienced customers just started answering other people's questions in there before we even saw the post, stuff about weird edge-case configurations that honestly would've taken one of our agents time to research anyway. Our self-service score, basically what percentage of people find an answer without ever filing a ticket, went up noticeably once the forum had enough activity to actually be useful as a search result. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

Unanswered posts just sit there with no real way to auto-escalate them into an actual ticket if nobody responds after a day or two, we've had a few questions go quiet in the forum that should've gotten pulled into support instead of being left hanging. Review collected by and hosted on G2.com.

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

Didn't expect random customers to become an actual support resource, but a few power users answering questions before we could has taken real pressure off the team, especially for the kind of niche questions that take longer to research than to just know from experience. The gap where unanswered posts don't automatically convert into tickets is a real one, we've had to manually check in on stale threads ourselves since there's no built-in nudge for that. Review collected by and hosted on G2.com.