G2

Sebastian T.

Finance Manager

Consulting

Mid-Market (51-1000 emp.)

8/31/2026

"IT stopped assuming they were doing a good job and actually found out"

4/5

What do you like best about Zendesk for Employee Service?

IT support internally just assumed things were fine since nobody complained loudly, but nobody was actually measuring it either. Turned on the standard CSAT survey on internal tickets, so employees rate IT and HR responses Good or Bad right after a ticket closes. Turned out one specific IT tech was getting flagged Bad way more than the rest of the team, something leadership had zero visibility into before actual data showed it plainly. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

The Good/Bad binary is pretty blunt for internal use, an employee having a rough day might mark something Bad even if the actual resolution was fine, and there's no built-in way to ask a quick follow-up on why without customizing it further. Review collected by and hosted on G2.com.

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

Assuming internal support was fine without any actual measurement was clearly the wrong call once we saw a real gap between team members. The binary rating system is limited, doesn't capture nuance, and it took extra setup work to add a comment field for context. Still, having some real signal beats the complete blind spot we had before. Review collected by and hosted on G2.com.