G2

Jack W.

Senior Operations Manager

Facilities Services

Enterprise (> 1000 emp.)

9/25/2026

"Smart Duplicate-Reply Warning Saved Us From an Awkward Customer Moment"

5/5

What do you like best about Zendesk for Customer Service?

Had a moment last month where I opened a ticket, started typing out a whole explanation for a refund policy question, and right at the top there's this little banner saying another agent's already on the same ticket. Turned out my coworker had literally just submitted almost the identical answer thirty seconds before me. Would've looked pretty unprofessional sending the same thing twice to one customer, so that warning saved me from an awkward moment I didn't even know was coming. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

It doesn't always catch it if someone's on their phone instead of the browser, had one case where a teammate replied from the mobile app and I had zero warning she was even on the ticket, found out only after I'd already hit send on my own reply. Review collected by and hosted on G2.com.

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

That near miss with the refund ticket made me actually appreciate a feature I'd honestly never thought twice about before. Knowing someone else is already looking at the same thing, right there before I start typing, has stopped at least a couple of those doubled up replies since. The mobile gap is real though, worth knowing it's not airtight if your team's answering from phones as much as desktops. Review collected by and hosted on G2.com.