G2

Jack W.

Senior Operations Manager

Facilities Services

Enterprise (> 1000 emp.)

9/25/2026

"Cross Help Center Search Made Answers Easier to Find Across IT and HR"

4/5

What do you like best about Zendesk for Employee Service?

We'd set up separate help centers for IT and HR since they're basically run as different brands in our account, made sense on paper but in practice employees didn't know or care which team owned which topic, they just typed their question wherever felt closest. Turned on cross help center search so now someone searching in HR's portal also pulls up matching IT articles and vice versa, and it genuinely surprised me how many people had been quietly stuck not finding an answer because they were searching the wrong side without realizing it. Also started paying attention to the content gap suggestions, it flagged that a bunch of people were searching for something about VPN setup with basically no article covering it well, wrote one and searches for that topic actually started resolving instead of turning into tickets. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Employee Service?

Setting up the cross search connection wasn't something I stumbled into on my own, had to actually go looking for how to enable it since it's not obviously turned on by default, felt like a feature I could've been missing out on for months without knowing it existed. Review collected by and hosted on G2.com.

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

Realizing employees had basically been searching in the wrong portal without knowing it, and just not finding help because of that, was a bit of a wake up call about how we'd structured things. Cross search fixing that split has made self service actually work the way we meant it to from the start. Content gap suggestions pointing at exactly what people were struggling to find has also meant I'm writing articles based on real search behavior instead of guessing what might be useful. Review collected by and hosted on G2.com.