Zendesk for Customer Services enhances my ability to keep track of new tasks and existing tickets, as well as assign and delegate work. It makes it easier to manage updates, monitor progress, capture feedback, and follow the status of each task through to completion. It also provides various service statistics and customer feedback, which helps me improve customer service. Overall, Zendesk has simplified the traditional way I used to manage tasks and provide support/services to my customers and clients. Review collected by and hosted on G2.com.

I’ve never come across anything I dislike about Zendesk for Customer Service, which is why I’d recommend it to anyone looking to manage job requests, work orders, and job rating satisfaction on a daily basis for almost 10 years now. It is easy to implement, integrate into Microsoft 365 and the support from the Zendesk team its second to none - from signing up, billing, security, etc... Review collected by and hosted on G2.com.

Zendesk is functional for addressing customer needs in a timely manner and through multiple channels. Employees can see incoming requests and easily address them. The tools for creating a knowledge center are also helpful for getting relevant information to our customers so they can address their own needs. Review collected by and hosted on G2.com.

It can be difficult to export information from tickets, users, or organizations. Create reports with analytics is fine, but sometimes I just want all of the raw data in a .csv Review collected by and hosted on G2.com.

I use Zendesk for Customer Service for both external customer interactions and internal support. I really like the ability to track requests and respond timely. The ease of use is a huge advantage, allowing anyone to manage it even if they do not have an IT background. I also really like using macros and copilot to shorten our response times and provide consistency. Setting up Enterprise accounts is super easy as a partner, usually within 30-45 days. Review collected by and hosted on G2.com.

reporting on AI channels is lacking currently. The details around ticket metrics as it compares against other channels and the ability to watch trends of customers who use AI and whether or not they engaged in other channels as well. Review collected by and hosted on G2.com.

I have been using Zendesk for around 6 years and I really like the user interface since everything is easy and quick to use. It is also very customisable, over the years we have easily tuned it to support our business. Any times I need to perform any sort of administration, it is fairly easy and intuitive. If I need product support, Zendesk are very helpful, responsive and descriptive. Review collected by and hosted on G2.com.

Without plugins, it can be difficult to choose the from email addresses which support tickets are sent to customers. Most business just have one so it is not a big deal. Review collected by and hosted on G2.com.

Overall I've had a pretty good experience with Zendesk but there are definitely some quirks you need to know about if you're doing anything beyond basic ticket management. The automation is powerful once you get the hang of it - triggers, automations, and macros let you build out pretty complex routing logic and workflows. The API is solid and well-documented which has been a lifesaver when I need to pull custom reports or do bulk operations that the UI doesn't support well.

The integration ecosystem is good too. We connect with Jira, Slack, Office 365, and a bunch of other tools and it mostly just works. For managing a multi-team support operation with different queues and routing needs, it handles the complexity well once you get everything configured right.

That said, there are some frustrating gaps. Omnichannel routing can override your trigger-based group assignments in ways that aren't obvious, so you end up having to build defensive conditions everywhere to catch edge cases. Tag-based logic doesn't work the way you'd expect either - if one trigger adds a tag, other triggers firing in that same pass can't see it yet, so you have to work around that with update_type conditions and other tricks. The search API caps at 1,000 results which means chunking large date ranges for reporting, and macro restrictions only let you include groups not exclude them, so hiding irrelevant macros from certain teams is unnecessarily painful.

HTML email templates are also kind of a pain because any whitespace between tags renders as line breaks, so you have to minify everything to a single line which makes them impossible to read and maintain. And custom fields aren't always populated at ticket creation time, so triggers using Create conditions can randomly fail depending on when the field gets set.

It's a solid platform if you have someone technical managing it who can learn all the undocumented behaviors and quirks. Just don't expect it to be plug-and-play for complex workflows. You'll spend time testing and building workarounds, but once you know what to watch out for it does the job well. Review collected by and hosted on G2.com.

The biggest frustration is how many undocumented behaviors you have to learn the hard way. Omnichannel routing can override trigger-based group assignments in the same update event, but there's no warning about this anywhere - you just discover it when tickets aren't routing where you expect and have to dig through audit logs to figure out what happened. Same thing with tag timing - if one trigger adds a tag, other triggers firing in that same pass can't see it yet, so guard tag logic that should work just doesn't. You end up building workarounds for things that seem like they should work based on how the UI presents them.

The search API 1,000-result limit is a pain for any kind of large-scale reporting. If you want to pull ticket data for a high-volume group or date range, you have to chunk it into smaller searches and stitch everything back together. It adds a lot of complexity to what should be straightforward data pulls.

Macro visibility restrictions are unnecessarily limiting too. You can only include groups in macro visibility, not exclude them, so when we wanted to hide non-CES macros from our CES groups we had to go through and manually add every other group to hundreds of macros. There's no reason exclusion logic shouldn't be an option.

HTML email templates are also weirdly fragile. Any whitespace between HTML tags renders as line breaks in the actual email, so you have to minify everything to a single unreadable line before you can use it. Makes templates nearly impossible to maintain or update without breaking something.

The documentation gaps are probably the underlying issue with all of this. A lot of the advanced functionality just isn't well explained, so you're left testing and troubleshooting to figure out how things actually work versus how you'd assume they work. It's fine once you know the quirks, but the learning curve is steeper than it needs to be. Review collected by and hosted on G2.com.

After using Zendesk for some time, I'd say it's one of the more user-friendly support platforms out there. The interface is clean and well-organized, making it easy to get up and running without a steep learning curve. Whether you're managing tickets, setting up automation, or creating macros, most tasks feel intuitive from the start.

The ticketing system in particular stands out — it's straightforward to navigate, and the ability to quickly triage, assign, and track issues keeps the team aligned without a lot of friction. New team members were able to get comfortable with the platform fairly quickly, which is a big plus. Review collected by and hosted on G2.com.

A few areas could still be improved. Reporting configuration is not very intuitive, as some of the more advanced configuration settings can feel buried. It can be difficult to find the data you need and update the report to incorporate filters across different objects. Review collected by and hosted on G2.com.

What I rely on most is having everything land in one place. Emails, chat, social messages, and phone calls all become tickets in the same queue, so I’m not bouncing between five different inboxes trying to piece together what a customer already told someone else. The full conversation history is right there on the ticket.

Macros have probably saved me the most time day to day. For the questions we get again and again, I can drop in a canned response and tweak it as needed. That keeps replies consistent across the team and means I’m not retyping the same thing twenty times.

Routing and triggers are another big upside. Tickets get assigned and tagged automatically based on the rules we set up, so the right person gets the right issue without anyone manually sorting everything. Setting up SLAs and getting alerts when something’s about to breach has also helped us stop letting tickets slip through the cracks.

A few other things are worth calling out. The reporting actually tells you something useful; response times, ticket volume, and where the backlogs are building. The knowledge base/help center is handy too, because you can deflect a chunk of the repetitive stuff by pointing customers to articles, and you can build it out of answers you’re already writing. It scales well as well; whether you’ve got a couple of agents or a whole department, it doesn’t really change how you work.

Onboarding new agents has been smoother than I expected. The interface is intuitive enough that people pick it up quickly without a ton of training.

It connects with just about everything we use: Slack, Salesforce, Shopify, and Jira. The marketplace has hundreds of apps, so setup is usually just a few clicks, and the API is solid when we need something custom. The Slack integration is especially handy for responding to tickets without leaving the channel. Review collected by and hosted on G2.com.

The biggest downside is the cost. It gets expensive quickly: the per-agent pricing adds up as the team grows, and a lot of features you’d expect to be standard are locked behind higher tiers. It can feel like you’re being nickel-and-dimed, where solving one problem means upgrading to the next plan.

Setup and configuration can also be a lot to take on. Getting triggers, automations, and routing rules properly dialed in takes real time and some trial and error, and it isn’t always intuitive when something doesn’t fire the way you expected. For a small team without someone dedicated to admin work, it can start to feel like overkill.

Performance can be another issue. When you have a lot of tickets or several apps running, the interface can get sluggish, and there are stretches where loading tickets takes longer than it should.

Reporting is solid at a basic level, but it gets frustrating when you need something more custom. Building the specific report you have in mind often means wrestling with the tools, or bumping up to a tier that includes better analytics.

A few smaller annoyances: support from Zendesk itself can be slow, which is ironic for a customer service tool. Some marketplace integrations are third-party and inconsistent in quality. And because there are so many features and settings, there’s a real learning curve—new admins in particular can get lost in the configuration. Review collected by and hosted on G2.com.

The added features that allow us to track trends in calls, gives us measurable metrics we can use to track how our customer service agents are doing as well as issues that customers have. Review collected by and hosted on G2.com.

There are some limitations such as not being able to put an out of office message on emails received in Zendesk when you are out. Review collected by and hosted on G2.com.

The variety of native tools available to add efficiency to day-to-day support operations can’t be beat. It’s easy to navigate between features and quickly see where you can make improvements to what you’ve already built out. The agent interface is clean and intuitive, making it straightforward to find what you need and keep work moving. Review collected by and hosted on G2.com.

I’d love for someone to audit my account and make recommendations on how I can better utilize all of the tools. I wish there was a CRM tool as well. Review collected by and hosted on G2.com.

Well in customer support it’s a very useful tool and managing customer queries becomes much easier because all tickets and emails are streamlined. It also helps in responding faster and more efficiently, which improves the overall customer experience. The interface is quite user-friendly, so even when handling multiple requests. Recently we launched co-pilot in that so that is becoming very helpful to our agents. We use it for email support LOB to reply to our customer and we see the padding feature in that really helps to add opening lines and apologies when required. Review collected by and hosted on G2.com.

Sometimes it works so slow or lacks when handling multiple tickets, which affects workflow during busy hours and impact the SLA. Sometimes it does not translate the whole page and that is very time consuming process because we need to use translate it from google then so that increases the AHT of the agent. Review collected by and hosted on G2.com.