Zendesk for Customer Service - AC Reviews & Product Details

I find Zendesk to be a very convenient tool. It is easy to access, and everything is clearly detailed and well organized. As a customer service representative, I have certain metrics to meet, such as average call handling time. Zendesk simplifies my work because all I need to do is select the appropriate options, choose the title, set the dispositions, and indicate whether a case is pending or solved. Review collected by and hosted on G2.com.

In my experience, I haven't encountered any disadvantages when using the Zendesk tool. Review collected by and hosted on G2.com.

We use Zendesk to manage customer escalations by tracking them through tickets. It also facilitates communication between T1 and T2 teams as they handle different cases. I appreciate the ability to create automations and triggers, and I find the macros particularly easy to use. Review collected by and hosted on G2.com.

There was a recent update that I didn't particularly enjoy. It seems to have made things within a ticket feel more cluttered, although the features remain useful. Review collected by and hosted on G2.com.

As a user what I like the best about ZenDesk is its comprehensive feature that allows Customer support and has capabilities of integration with other systems like Google Suite (Google Sheets), frequency use, and automation systems for responding to some tickets. Additionally, due to its advanced features, it allows customization according to the company's specific needs and is easy to set up. Review collected by and hosted on G2.com.

ZenDesk support suite has advanced and complex features that require IT resources for configuration and customization according to the company's which also needs Budgets and extract costs. this could be a barrier to start-up companies that have small capital and low-skilled labours that might need the training. moreover, functionality of mobile app is not efficient for the users because of its slow-down during the process. Review collected by and hosted on G2.com.

I like Zendesk because it’s reliable and pretty straightforward. It’s well-established in the industry, has the core features most teams need, and generally just works without much fuss! Review collected by and hosted on G2.com.

I’d say the downside is that it can feel a bit rigid at times. Some things are harder to customise than you’d expect, and a few parts still feel like older legacy bits bolted on. It does the job, but there are moments where you wish it was a bit more flexible and modern under the hood.

For example, some of the admin settings feel weirdly buried, and things like setting up more complex workflows or automations can be clunky unless you know exactly where everything lives. The reporting side is also quite limited unless you pay for the higher tiers, and sometimes the interface still has that mix of old and new screens that don’t feel consistent. None of it’s deal-breaking, but it does make the platform feel a bit dated in places. Review collected by and hosted on G2.com.

I like the organization of Zendesk Support Suite. The ability to properly assess what kind of support inquires we're getting, the ability to accurately measure how many responses our team is giving. A centralized place for reviewing what information comes in that is accessible to multiple users without the need of a shared gmail inbox. I love that we can reduce the energy spent on tickets with pre-built macros; I love that we can feel a proper sense of accomplishment with "resolved" and "closed" tickets. I found the initial overview of Zendesk's youtube videos extremely helpful in understanding how Zendesk could fit itself into our operations and be the solution to a lot of our pinch points. Although it required several days of trial-and-error set up, I was able to get Zendesk up and running and our team was able to transition into the software, feeling more comfortable about the information coming in. Zendesk has been a great reliever of tension for our support team and support operations. We use Zendesk daily, and we appreciate it allowing us to respond to all of our customers within 24 hours. Review collected by and hosted on G2.com.

The paywalling of critical features is not my favorite business practice. Considering inbox management is a key selling point of the software for customer support teams, the ability to email the ticket via Side Conversations is pretty integral to the customer support experience, and makes onboarding the program especially difficult in the transition period as other parties will not know how to use Zendesk; or we may not want them to utilize Zendesk. There's also an initial technical barrier when trying to set up and implement more of Zendesk's features. Like, the forms being robust internally but extremely difficult to integrate into our external websites is a big negative and hard to work around. I also find it requires a lot of self-study. Every new term or feature links to a wikipedia like page that requires trying to read it, and since there's often features on that page you are also new to, it becomes a downwards spiral of trying to understand concepts and features without clear examples to really anchor yourself to. Review collected by and hosted on G2.com.

What I like best about Zendesk Support Suite is its ease of use and how quickly new agents can adapt to it. The implementation process was straightforward — we were able to get it up and running with minimal technical help. The customer support team at Zendesk is very responsive and always provides practical solutions when issues arise. We use Zendesk frequently throughout the day, and it remains reliable even with heavy ticket volumes. The number of features available—from macros to triggers, reporting, and multi-channel messaging—covers nearly everything we need to run an efficient support desk. Lastly, the ease of integration with our CRM, and internal tools makes it a seamless part of our workflow. Review collected by and hosted on G2.com.

While overall powerful, the initial setup and configuration can be a bit complex, especially when integrating multiple brands or departments Review collected by and hosted on G2.com.

Zendesk Support Suite offers a seamless and intuitive interface that makes managing customer queries incredibly efficient. I especially appreciate its powerful automation features, customizable ticket workflows, and multi-channel support, which help streamline communication across email, chat, and social media. The integration with other tools and detailed reporting also make it easy to track performance and improve customer satisfaction. Review collected by and hosted on G2.com.

While Zendesk Support Suite is powerful, it can feel overwhelming for new users due to its complex setup and wide range of features. Some customization options require technical expertise, and the pricing can be a bit high for smaller teams. Additionally, response times from support can vary, especially during peak hours Review collected by and hosted on G2.com.

Zendesk is a powerful and scalable customer support platform with a user-friendly interface and rich feature set. Implementation is smooth, and it integrates well with popular tools like Slack and Salesforce. While customer support is responsive, Zendesk Voice needs improvement in reliability and functionality. We use it daily to manage tickets, automate workflows, and gain insights through robust reporting Review collected by and hosted on G2.com.

Zendesk is a powerful platform for scaling customer support, especially for teams that need flexibility and depth. While there’s room for improvement—particularly in voice capabilities—it remains a top contender in the helpdesk space. Review collected by and hosted on G2.com.

We can navigate through the insights in order to monitor our customers' satisfaction and agents activity and their performances. At the same time we can also monitor average ticket resolution time calls activity. Review collected by and hosted on G2.com.

The call quality is not up to the mark. I have observed the recordings, the quality of sound is not that good while speaking to the customers even after using great quality headphones. I would suggest this needs to be improved. Review collected by and hosted on G2.com.

We transitioned from ServiceNow to Zendesk over 4 years ago. I love it for how easy it is to learn, configure, create new workflows and integrations and how they are responsive to feature requests. Review collected by and hosted on G2.com.

There are still a few things that are not available in Zendesk Support Suite that I need, such as a CMDB, or any kind of relational database, though we now have a way to create custom objects and one could build this out on their own. It's definitely on my request list for a future feature! Review collected by and hosted on G2.com.