Zendesk Contact Center Reviews & Product Details

The best part of Zendesk Contact Center is the level of visibility it brings into our workflows. I can see what’s coming in, how the work is distributed, and how quickly we’re responding. The reporting and dashboards make it easy to understand trends, spot issues early, and coach the team effectively. Review collected by and hosted on G2.com.

The main challenge I run into with Zendesk Contact Center is that some workflows don’t behave consistently. For example, tickets that shouldn’t require a reply sometimes get reassigned, and certain metrics—like excluding out-of-hours messages from First Reply Time—require extra setup. These things are fixable, but they can slow us down day to day. Review collected by and hosted on G2.com.

Zendesk for Contact Center shines with its intuitive interface and seamless omnichannel capabilities, making it remarkably easy to use for both agents and managers. The platform simplifies implementation with robust onboarding tools and flexible configurations, allowing teams to get up and running quickly. Its AI-powered voice support, built on Amazon Connect, enhances call quality and provides real-time transcription and sentiment analysis, which improves both agent responsiveness and customer satisfaction. Zendesk’s widespread adoption across industries is a testament to its reliability and adaptability, particularly for businesses that prioritize consistent, high-quality customer interactions.

In terms of features, Zendesk offers a rich suite—from automated workflows and analytics dashboards to generative AI tools that help agents craft faster, more personalized responses. Customer support is a strong suit, with 24/7 assistance and a vast knowledge base to help troubleshoot or optimize usage. Integration is another key highlight: Zendesk seamlessly integrates with CRMs, productivity tools, and third-party apps, making it a scalable solution for growing teams. Whether you're evaluating ease of use, implementation, support, or feature depth, Zendesk consistently delivers a well-rounded contact center experience. Review collected by and hosted on G2.com.

Zendesk’s SLA policies can be unreliable. We’ve seen issues like SLA badges not showing, breach timers ignoring business hours, and reply time metrics failing to trigger. These errors make it hard to track performance accurately and can disrupt workflows. Review collected by and hosted on G2.com.

I appreciate the omnichannel experience. Our customers contact us via in-app chat, email, or phone, and Zendesk brings all these interactions together in one place. This unified approach is crucial for providing responsive, real-time support. The dashboards and reporting tools also offer valuable insights into ticket volume, response times, and customer satisfaction, enabling us to confidently refine our processes. They also provide clear visibility into feature-related questions, user pain points, and support trends, which helps our product and engineering teams enhance the platform more efficiently. Review collected by and hosted on G2.com.

I would really like to see better notifications for when a new ticket is received, no matter which channel it comes from. Currently, I only get alerts for new chats, but if an email ticket is assigned to my inbox, I don't receive any notification. I also believe the platform could improve how it notifies users when they are mentioned in a ticket. Although being added to the followers list and getting an email notification is useful, there isn't an in-platform alert to inform you when you've been mentioned in a conversation. Review collected by and hosted on G2.com.

Was able to see My Quality score and Surveys from our supervisors and clients feedback .

It helps me improve if there will be some misses on my part. Review collected by and hosted on G2.com.

There's nothing I hate about the app since it was easy and friendly for a non techsavy guys Review collected by and hosted on G2.com.

Zendesk is extremely user-friendly and simple to navigate. I really appreciate how easily I can move between tickets and profiles, merge interactions, leave both public and internal notes, escalate issues, and more. It truly makes my work as a CX service representative much easier in every way! Review collected by and hosted on G2.com.

The one aspect of Zendesk that I find frustrating is that I can't locate a view showing all the tickets I've interacted with during a day, even if those tickets are no longer assigned to me. Adding this feature would be a significant improvement! Review collected by and hosted on G2.com.

It was so useful and intuitive to use, AI features are great and also agents have ability to know for whom they are transferring the calls. It also summarizes in all the languages now Review collected by and hosted on G2.com.

The Plugin seems too big Inside Zendesk, team should work on making it smaller and efficient for agent Review collected by and hosted on G2.com.

I used Zendesk for more than 5 years as an email customer support agent at Lazada Indonesia. In my experience, Zendesk is very user-friendly and effective for handling customer emails. Every email automatically becomes a ticket that we can track and prioritize. For example, when a customer complained that a product hadn't arrived, I would check the shipping status in another system (such as BOB), then go back to Zendesk to reply to the customer and apologize for the late delivery. I also escalated the issue to the shipping team through Zendesk. We used the “Pending” status to indicate that we were waiting for a response from the relevant team. This workflow made it easy to coordinate between departments. Review collected by and hosted on G2.com.

Sometimes the interface was a bit slow during peak hours. Also, some of the advanced automation features required extra training to use efficiently. Review collected by and hosted on G2.com.

It's easy to set up various assignments, calibrations, and scorecards. It's very reliable and provides visibility about individual and team scores. Updates are easy to roll out and implement without losing data. Review collected by and hosted on G2.com.

Some AI features are immature, and I can't coach them directly. Review collected by and hosted on G2.com.

Easy to use, set up, customize, and get help if needed. Implementing AI is also easy. Review collected by and hosted on G2.com.

I wish there were tighter user permissions especially if you have more that one instance or brand in your account. Review collected by and hosted on G2.com.

Formally known as Klaus, this was a platform my client would use for the QA evaluations for the support team. However, we decided to leave this platform since the score card and reporting were changed to a new interface that did not meet our expectations. Review collected by and hosted on G2.com.

Klaus use to be fun but after Zendesk acquired it, they changes were not so good. The scorecard was very limiting as well. Review collected by and hosted on G2.com.