G2

Eleanor T.

Marketing Manager

Market Research

Enterprise (> 1000 emp.)

9/2/2026

"Got the facilities manager looped in without giving him a full seat"

4/5

What do you like best about Zendesk for Employee Service?

An IT ticket about a broken badge reader at one office kept needing input from our facilities manager, but buying him a full agent seat just to comment occasionally on maybe five tickets a month felt like a waste. Made him a light agent instead, he gets CC'd, sees the relevant tickets, adds private notes with what he actually knows about that building's wiring, all without taking up a paid seat. Solved a real cross-department gap without extra licensing cost. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

He can't actually be assigned the ticket or edit anything on it, so if the fix ultimately needed him to own a step directly, we still had to loop in a full agent to formally take ownership of that part. Review collected by and hosted on G2.com.

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

Getting subject matter input from someone outside IT used to mean forwarding email threads back and forth or just guessing at facilities-specific details ourselves. Light agent access solved that cleanly, real input without paying for a seat he'd barely use. The inability to assign or edit tickets directly is a fair limitation given it's free, just means anything requiring his direct action still needs a full agent involved at some point. Review collected by and hosted on G2.com.