What I appreciate most is the ability to manage multiple brands within a single system while maintaining separate communication, content, and knowledge bases. In our e-commerce operations, with different stores and languages, this is very important. A strong point of Zendesk is its flexibility. Macros, fields, tags, views, triggers, and automations allow the system to be tailored to the company's actual processes — from pre-purchase inquiries, through order and return handling, to collaboration with partners. We don't have to limit ourselves to one imposed way of working. I also appreciate access to the customer contact history and the ability to organize matters so that the team knows what requires action. The knowledge base is also of great value to us, both for customers and employees. The ability to develop our own procedures, multilingual content, and link them to ticket handling is a significant advantage. It's a system that provides a lot of room for growth and gradual work improvement. Review collected by and hosted on G2.com.

The biggest downside for me is the complexity of the configuration. Some things that seem simple from a user's perspective require many settings, additional rules, tests, or using the API. Developing the system independently can therefore take a lot of time. It's also not always easy to determine whether a function is unavailable due to the package owned, an additional license, permissions, or the product's limitation. I also have reservations about the predictability of AI's operation. In our tests, there were responses that did not match the question and situations where correctly retrieved data was not used in the response to the customer. This requires multiple scenario checks and refining instructions. I see potential in these functions, but at the current stage of our implementation, I don't treat them as a solution that can simply be turned on and left unsupervised. When developing the system, I am also hindered by the need to analyze additional add-ons, costs, and the scope of access for agents. I would like it to be easier to assess what exactly we receive within the services we have. We also encountered problems with Microsoft Teams integration, where the initial technical support recommendations did not resolve the issue. Overall, I value Zendesk for its capabilities, but I would expect greater simplicity in administration, a clearer scope of functions, and more predictable AI operation. Review collected by and hosted on G2.com.