G2

Maisie T.

Ecommerce Manager

Computer Software

Mid-Market (51-1000 emp.)

9/25/2026

"Stopped three agents replying to the same annoyed customer without knowing it"

5/5

What do you like best about Zendesk for Customer Service?

We had this one customer who emailed about a broken checkout, waited maybe twenty minutes for a reply that hadn't come yet, then emailed again from his phone, then somehow also submitted our web form on top of that. Three tickets, three agents, and each one was drafting a response with no clue the other two existed. Now the related tickets panel actually flags likely duplicates from the same person, so whoever opens the ticket sees a little red badge and can merge before wasting time writing something the customer's about to get twice more anyway. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

It only catches tickets from the same requester, so if someone emails from a personal address then later from their work one about the exact same issue, nothing links them and I've still had to catch a couple of those manually just by noticing the subject line looked familiar. Review collected by and hosted on G2.com.

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

That one customer getting three separate replies for one broken checkout was honestly a little embarrassing once I saw it happen, made us look disorganized even though nobody did anything wrong exactly, just bad timing on his end and no visibility on ours. Having the suggestion pop up before an agent starts typing has cut down on that specific kind of mess. Different email addresses from the same person still slip past it though, so it's not catching everything, just the more obvious case. Review collected by and hosted on G2.com.