The seamless integrations with our existing CRM and communication tools are easily the biggest upside for us. On top of that, the customizable workflows and automated routing make sure complex tickets go straight to the right agents right away, without any need for manual triaging. Review collected by and hosted on G2.com.

While Zendesk is extremely feature-rich, the initial setup and configuration can feel complex and take a significant amount of time. For new administrators, there’s a steep learning curve—especially when trying to customize workflows and triggers—which can slow down the rollout and delay deployment. Review collected by and hosted on G2.com.