JF Jean F. Assistant Manager EPM Systems Support Enterprise (\> 1000 emp.) 9/7/2022 More Options - - [Respond as Zendesk for Customer Service](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-7079625/official_response/new) "Zendesk is easy for both agents and customers to use" 4/5 What do you like best about Zendesk for Customer Service? 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. What do you dislike about Zendesk for Customer Service? 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. What problems is Zendesk for Customer Service solving and how is that benefiting you? Makes it very easy to see what kinds of issues our customers are running into and share solutions among the agents. It is more efficient than trying to follow a trail of emails because it's all right there under the agent and/or category. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite See what 6655 reviewers think of Zendesk for Customer Service 4.3 out of 5 ยท Verified reviews from real users [ Read all reviews ](https://www.g2.com/products/zendesk-for-customer-service/reviews)