G2

Maisie T.

Ecommerce Manager

Computer Software

Mid-Market (51-1000 emp.)

9/25/2026

"Group SLAs Brought Clear Ticket Ownership and Accountability"

5/5

What do you like best about Zendesk for Employee Service?

There'd been this ongoing tension between IT and facilities where facilities kept saying IT sat on tickets forever, and IT swore they responded fast and it was facilities who let things sit once handed off. Nobody could actually prove either side since we just had one big pile of tickets with no real ownership tracking. Set up group SLAs so each team's actual holding time gets measured separately, and turned out facilities was right about one specific ticket type but wrong about the rest, we could finally see exactly where time was going instead of just trading blame in meetings. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

Figuring out realistic targets took longer than I expected, set our first ownership time way too tight based on what I assumed was reasonable, and almost every ticket ended up breaching before we adjusted it down to something that actually matched how these requests normally go. Review collected by and hosted on G2.com.

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

Ending months of back and forth finger pointing with actual data felt genuinely satisfying, nobody could argue with numbers showing exactly how long each team held a ticket. Getting the targets calibrated right took some trial and error though, first attempt was basically set up to fail since I hadn't looked at our real historical resolution times before picking a number. Once that got fixed, it's actually done what I wanted, real accountability instead of a vague sense that someone somewhere was being slow. Review collected by and hosted on G2.com.