Zendesk is easy to learn for both agents and customers.

Love the ability to create either group or individual views, depending on the need. We can easily add categories to identify the types of requests we are getting. And customers can easily find articles we've posted for self-help. Review collected by and hosted on G2.com.

While it is rare to have any issue with Zendesk, customer service is not always properly equipped to handle the situation. With my last ticket with them, it seems I understood how the software worked better than them.

It can be hard to run any type of analysis on categories/tags that have sub-headings. (For example, we might have user: new and user: education. Can run analysis on either separately but not as a group.) Review collected by and hosted on G2.com.