CL Curtis L. Continuous Improvement and Compliance Manager Mid-Market (51-1000 emp.) 8/10/2023 More Options - "Great ticketing system, but of course there is still room for improvement." 4.5/5 What do you like best about Zendesk for Customer Service? Zendesk is our IT ticketing system at work. A few of my favorite features of Zendesk, is being able to work in one place without having to open other apps or pages. I like that we are able to build macro's for standard responses or responses for certain types of tickets we receive. Having different views is essential, especially from a manager's overview. I need different views to check on the progress of different individuals tickets. Another favorite, I dont think it's Zendesk, but a partner of Zendesk. The SweetHawk Super Suite was a great addition to our Zendesk. Review collected by and hosted on G2.com. What do you dislike about Zendesk for Customer Service? Since day one, the biggest complaint was the limit of 8 personal views. I was able to overcome this limitation by purchasing SweekHawk Super Suite, but I feel Zendesk should have provided another means to achieve this. If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered. We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it. I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now. My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited. Review collected by and hosted on G2.com. What problems is Zendesk for Customer Service solving and how is that benefiting you? Zendesk is adding more features to have an all-in-one place to go for customer support and helpdesk support tools. We are also able to get metrics on issues and conduct reporting on our tickets. Review collected by and hosted on G2.com. Show More Response from Zendesk Sam of Zendesk for Customer Service [Editedit](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-8453963/official_response/edit) Hi Curtis! Your review means a lot to us. We appreciate you took the time how you thoroughly specify the limitations that we need to take action and improve. With a few downsides from your experience, we also recommend that you could also share this in our Community forums so our Product team can take a look. https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk Rating Updated (8/12/2024) Validated ReviewerIncentivizedSource: Seller invite See what 6653 reviewers think of Zendesk for Customer Service 8.6 out of 5 ยท Verified reviews from real users [ Read all reviews ](https://www.g2.com/products/zendesk-for-customer-service/reviews)