G2

Rowan M.

Cloud Architect

Enterprise (> 1000 emp.)

9/2/2026

"Onboarding questions do not keep landing on the HR team now"

4.5/5

What do you like best about Zendesk for Employee Service?

We use Zendesk for a lot of the questions that come up when someone joins the company. Before this, new employees were sending separate messages to HR, IT, and their manager just to figure out basic things like benefits, access, equipment, or where to find a policy. Now they have one place to ask for help and can search the employee knowledge base first. Our support team can also see which requests are waiting, which are being handled, and who owns each one. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

The knowledge base needs regular attention. We had a few old articles sitting there that were no longer accurate, so employees were sometimes finding an answer that needed updating. We now review the most-used articles every so often, but that is extra maintenance that we did not have with our old system. Review collected by and hosted on G2.com.

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

It has taken a lot of the small questions out of HR's inbox. Employees do not have to remember which person handles a particular request, and the team can send something to HR, IT, or another department without losing track of it. The self-service side has been especially helpful for new hires because they can find answers outside normal office hours instead of waiting for someone to respond. Review collected by and hosted on G2.com.