G2

Nontobeko M.

Senior Product Support Specialist

Mid-Market (51-1000 emp.)

10/8/2026

"User-Friendly Zendesk with Strong Metrics, Chat Integrations, and Helpful Support"

4/5

What do you like best about Zendesk?

Zendesk has a user-friendly interface that makes it easy to use. You can track metrics and integrate chat, including integration with the AI bot. It offers a seamless way to stay in contact with customers and rarely has issues with speed or functionality. The pricing makes it worthwhile for large organisations, since you can collaborate easily with other users. They also keep you updated on new features and have a great helpdesk for any questions or support you may need. The AI bot integrated with chat can surface the chats before sending them through to a live agent. Review collected by and hosted on G2.com.

What do you dislike about Zendesk?

What I dislike most is that an old ticket gets reopened when a user responds. Sometimes this falls through the cracks, and it can affect metrics, especially for support. Review collected by and hosted on G2.com.

What problems is Zendesk solving and how is that benefiting you?

Zendesk helps with having one centralised place to receive customer emails instead of using your individual email and getting unwarranted emails at any time of the day. This has led to happier workers and an increase in productivity as you don't need to sift through individual emails and everyone has access to the same mailbox so no email goes missed. Review collected by and hosted on G2.com.