G2

Katie D.

Customer Care Manager

Small-Business (50 or fewer emp.)

Updated 3/11/2026

Originally submitted 7/27/2021

"Its the Cadillac of support suites"

3/5

What do you like best about Zendesk for Customer Service?

I do think the AI has helped a lot! That has increased across many platforms and it has reduced a lot of time for our team. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

It could always be better. We appreciate direct communication and representative check-ins on a regular basis. I do think the industry standard has changed across the board. Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk for Customer Service:

Set up views to organize tickets

Set up SLAs to create catgories of priority

Configure phone to use if you'd like to make calls from cell phone

Lean into Answerbot as much as possible! Review collected by and hosted on G2.com.

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

Being able to handle multiple tickets from all directions (chat/voice/email/facebook/instagram) in one place makes customer service much more manageable with a team of 7 actively in there doing so many different things at one time. We love the benefit of using the answerbot to offer FAQs in email triggers and in chat. That helps to reduce some tickets for sure! More customization in the chat answer bot would be fabulous. Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: Seller invite