--- title: Zendesk for Employee Service Reviews meta_title: 'Zendesk for Employee Service Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 111 reviews by the users' company size, role or industry to find out how Zendesk for Employee Service works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 111 scale: '5' date_modified: '2026-09-17' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Zendesk for Employee Service Reviews **Vendor:** Zendesk **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 111 **AI Enabled:** This product embeds AI to enhance or extend its core functionality. ## About Zendesk for Employee Service Zendesk for Employee Service is an easy to use, AI-powered solution designed to streamline internal service delivery across IT Service Management (ITSM), Human Resources Service Management (HRSM), and other internal support. Built on the Zendesk Resolution Platform and powered by AI trained on 18+ billion service interactions, Zendesk empowers teams to provide fast, accurate resolutions, increasing employee satisfaction and productivity. Easy to implement, scale, and adapt across departments, Zendesk is designed to accommodate the evolving needs of growing organizations without costly developer resources. The platform offers pre-built integrations with popular IT and HR systems, along with robust data analytics to drive informed decisions. Whether you're looking to build a top-tier service desk, improve incident management, automate workflows, or boost self-service capabilities, Zendesk for Employee Service provides the ease of use, flexibility and scalability required for today's dynamic workplace. ## Zendesk for Employee Service Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users value the **quick access to company knowledge** with Unleash, enhancing efficiency and team synchronization. (10 reviews) - Users value the **time-saving capabilities** of Zendesk for Employee Service, significantly enhancing team efficiency and productivity. (9 reviews) - Users value the **AI-powered search capabilities** of Zendesk for Employee Service, significantly enhancing support efficiency and collaboration. (6 reviews) - Users appreciate the **easy integrations** of Zendesk for Employee Service, quickly getting up and running with excellent support. (6 reviews) - Users appreciate the **smooth integration process** of Zendesk for Employee Service, enabling quick deployment and enhanced productivity. (6 reviews) - AI Features (5 reviews) - Daily Use (5 reviews) - Users find Zendesk for Employee Service to be **super easy to use** , significantly improving efficiency in obtaining quick answers. (5 reviews) - Search Functionality (5 reviews) - AI Assistance (4 reviews) **What users dislike:** - Users find the **AI limitations** of Zendesk frustrating, with subpar code generation and transparency issues regarding algorithms. (3 reviews) - Users note the **limited features** of Zendesk for Employee Service, lacking advanced options for complex needs. (2 reviews) - Users find the **limited options** in Zendesk for Employee Service restricts advanced functionality and customization. (2 reviews) - Users find the **missing features** in Zendesk for Employee Service limit its functionality for more complex needs. (2 reviews) - Users experience **slow loading times** for complex information retrieval, impacting the overall efficiency of the platform. (2 reviews) - Users find the lack of a **mobile app** for Zendesk Employee Service makes accessing information on the go challenging. (1 reviews) - App Functionality (1 reviews) - Users find the **reporting process overwhelming** , hoping for a simpler method despite anticipated AI improvements. (1 reviews) - Users often face **clocking issues** with Zendesk for Employee Service, impacting productivity tracking during ticket work. (1 reviews) - Users face **potential complexity** with Zendesk for Employee Service, noting a steep learning curve for advanced features. (1 reviews) ## Zendesk for Employee Service Reviews ### 1. Got the facilities manager looped in without giving him a full seat **Rating:** 4.0/5.0 stars **Reviewed by:** Eleanor T. | Marketing Manager, Market Research, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 02, 2026 **What do you like best about Zendesk for Employee Service?** An IT ticket about a broken badge reader at one office kept needing input from our facilities manager, but buying him a full agent seat just to comment occasionally on maybe five tickets a month felt like a waste. Made him a light agent instead, he gets CC'd, sees the relevant tickets, adds private notes with what he actually knows about that building's wiring, all without taking up a paid seat. Solved a real cross-department gap without extra licensing cost. **What do you dislike about Zendesk for Employee Service?** He can't actually be assigned the ticket or edit anything on it, so if the fix ultimately needed him to own a step directly, we still had to loop in a full agent to formally take ownership of that part. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Getting subject matter input from someone outside IT used to mean forwarding email threads back and forth or just guessing at facilities-specific details ourselves. Light agent access solved that cleanly, real input without paying for a seat he'd barely use. The inability to assign or edit tickets directly is a fair limitation given it's free, just means anything requiring his direct action still needs a full agent involved at some point. ### 2. Onboarding questions do not keep landing on the HR team now **Rating:** 4.5/5.0 stars **Reviewed by:** Rowan M. | Cloud Architect, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 02, 2026 **What do you like best about Zendesk for Employee Service?** We use Zendesk for a lot of the questions that come up when someone joins the company. Before this, new employees were sending separate messages to HR, IT, and their manager just to figure out basic things like benefits, access, equipment, or where to find a policy. Now they have one place to ask for help and can search the employee knowledge base first. Our support team can also see which requests are waiting, which are being handled, and who owns each one. **What do you dislike about Zendesk for Employee Service?** The knowledge base needs regular attention. We had a few old articles sitting there that were no longer accurate, so employees were sometimes finding an answer that needed updating. We now review the most-used articles every so often, but that is extra maintenance that we did not have with our old system. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** It has taken a lot of the small questions out of HR's inbox. Employees do not have to remember which person handles a particular request, and the team can send something to HR, IT, or another department without losing track of it. The self-service side has been especially helpful for new hires because they can find answers outside normal office hours instead of waiting for someone to respond. ### 3. IT stopped assuming they were doing a good job and actually found out **Rating:** 4.0/5.0 stars **Reviewed by:** Sebastian T. | Finance Manager, Consulting, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 31, 2026 **What do you like best about Zendesk for Employee Service?** IT support internally just assumed things were fine since nobody complained loudly, but nobody was actually measuring it either. Turned on the standard CSAT survey on internal tickets, so employees rate IT and HR responses Good or Bad right after a ticket closes. Turned out one specific IT tech was getting flagged Bad way more than the rest of the team, something leadership had zero visibility into before actual data showed it plainly. **What do you dislike about Zendesk for Employee Service?** The Good/Bad binary is pretty blunt for internal use, an employee having a rough day might mark something Bad even if the actual resolution was fine, and there's no built-in way to ask a quick follow-up on why without customizing it further. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Assuming internal support was fine without any actual measurement was clearly the wrong call once we saw a real gap between team members. The binary rating system is limited, doesn't capture nuance, and it took extra setup work to add a comment field for context. Still, having some real signal beats the complete blind spot we had before. ### 4. Stopped losing laptops when people left the company **Rating:** 4.0/5.0 stars **Reviewed by:** Alex M. | Senior Property Inspector, Commercial Real Estate, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 30, 2026 **What do you like best about Zendesk for Employee Service?** Offboarding used to be genuinely embarrassing, someone would leave and three weeks later we'd realize their laptop never got returned or their accounts were still technically active. Set up future-scheduled tickets tied to a departure date, so account deactivation and equipment recovery tasks trigger automatically instead of relying on whoever handled that person's exit to remember every step manually. Also connected our asset tracker so a laptop's ownership, location, and condition show right on the offboarding ticket instead of digging through a separate spreadsheet to figure out what that person even has. **What do you dislike about Zendesk for Employee Service?** The automated scheduling depends on someone actually entering the correct departure date upfront, had one case where HR entered the wrong date and the offboarding tasks fired a week early while the person was still working. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Chasing down equipment and access weeks after someone already left was a recurring headache that quietly created real security risk, nobody likes admitting an ex-employee's login was still active a month later. Automated offboarding tickets tied to asset records fixed the two most embarrassing gaps we had. The date-entry dependency is a real weak point since one typo can throw off the whole sequence, so we've since added a manual double-check step before departures. ### 5. HR tickets stopped being visible to random IT agents **Rating:** 4.0/5.0 stars **Reviewed by:** Jesse A. | Senior Data Engineer, Consumer Services, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 27, 2026 **What do you like best about Zendesk for Employee Service?** We consolidated HR and IT requests into Zendesk and initially worried about privacy, some HR stuff should not be something an IT agent randomly sees while working a different ticket. Turns out department spaces move ticket access up to the brand level, so agents only see tickets within their assigned brand regardless of which groups they belong to, meaning HR tickets stay invisible to IT agents entirely. Also started using the service catalog for new hire equipment requests, employees picks what they need from a list and it auto-fills the fields instead of someone typing out a request from scratch. **What do you dislike about Zendesk for Employee Service?** Setting up the workday integration to pull employee data directly into tickets took longer than expected, our HR data had some inconsistent formatting that needed cleanup before the sync actually worked reliably. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Worrying about IT agents accidentally seeing sensitive HR tickets was a real concern before department spaces fixed the access split properly. The service catalog for equipment request has also cut down a lot of back and forth figuring out exactly what a new hire needs. Workday sync needed real cleanup work upfront, but once it was running, pulling employee info directly into a ticket saved agents from switching tools mid-request. ### 6. A Game Changer for People Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Megan J. | People Operations Manager, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** May 12, 2026 **What do you like best about Zendesk for Employee Service?** Zendesk was straightforward to implement, and once it was set up, it's been very easy for our team to use day-to-day. One feature our team particularly values is the ability to track internal notes, which helps us stay aligned and communicate behind the scenes without losing important context. **What do you dislike about Zendesk for Employee Service?** The one improvement I'd love to see is a native integration with Slack that would allow us to send direct messages to employees from within Zendesk. Having that capability would streamline communication and reduce the need to switch between platforms. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Prior to using Zendesk, our People Operations team relied on a shared inbox to receive employee inquiries, but we had no practical way to track or report on those interactions. Zendesk has changed that entirely. We can now pull meaningful data that shows which departments we support most, the overall volume of employee inquiries we handle, and the types of questions our employees are asking — giving us visibility we simply didn't have before. ### 7. Zendesk Ticket Success **Rating:** 5.0/5.0 stars **Reviewed by:** josiah.lampen@odl.com L. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 14, 2026 **What do you like best about Zendesk for Employee Service?** It's a great tool for centralizing our ticket requests. Our employees are familiar with the forms and process and understand the UI used for integration. Great Knowledge base and ability to reference documentation within the Zendesk portal. **What do you dislike about Zendesk for Employee Service?** It could use more add-ons for customization. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Tickets used to be submitted via email or messaging. It was very hard to track and identify systemic issues within the organization. SLAs were not a thing until we implemented Zendesk. SLAs help keep us accountable while sharing clear expectations to our userbase, something vitally important to a successful ITSM tool. ### 8. Big Fan of Zendesk **Rating:** 5.0/5.0 stars **Reviewed by:** Riley M. | Digital Marketing Strategist, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 23, 2026 **What do you like best about Zendesk for Employee Service?** What I like best about Zendesk for Employee Service is how it brings structure and visibility to internal support. It makes it easy to manage employee requests in one place, prioritize what matters most, and ensure nothing falls through the cracks. The interface is intuitive, so teams can adopt it quickly without a steep learning curve, and the automation features help reduce manual work and speed up response times. Overall, it creates a more organized and efficient experience for both the support team and employees. **What do you dislike about Zendesk for Employee Service?** One downside is that Zendesk can feel a bit complex to configure and fully optimize, especially for internal employee service use cases that differ from traditional customer support. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Zendesk for Employee Service helps centralize and streamline internal support requests, which can otherwise be scattered across emails, chats, or informal channels. By bringing everything into one system, it creates better visibility into what employees need and how quickly issues are being resolved. ### 9. Well-rounded but the marketplace puts customization and good features behind a paywall. **Rating:** 4.0/5.0 stars **Reviewed by:** Karl A. **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Employee Service?** Zendesk is easy to use, from setting up triggers to being able to see exactly how they were triggered within tickets. Every feature Zendesk has to offer is easy to access right from the start page. It’s also easy to collaborate in tickets, since you can see which tickets other technicians are browsing. Having different groups makes it simple to sort and organize tickets. **What do you dislike about Zendesk for Employee Service?** Zendesk is a solid tool, but at times it feels overly basic, with essential functionality locked behind paid marketplace apps. Features that should be standard, like setting up tasks within a ticket, often require additional subscriptions. For example, only tickets marked as “Tasks” can be reopened at a later date. To work around this limitation for “on-hold” tickets, we had to build our own solution using their API. While there are marketplace apps that solve this, they come at an extra cost. Using the API to create tickets has worked well for us technically, but it negatively impacts analytics. You either have to create the API key on an existing agent or pay for an additional license just to have a dedicated API user. An API user should reasonably be included at no extra cost if you already have at least one license. Analytics in general feel unnecessarily restricted. Without paying for another agent license, reporting becomes unreliable, and it’s disappointing that custom reports are only available in the most expensive tier. Additionally we have not managed to pull analytics data via their API. Zendesk Guide is another mixed experience. While it works well in principle, many of the features that make content organization manageable are locked behind higher-tier plans. This makes it harder to recommend as a knowledge base solution. On top of that, you’re limited to a single theme unless you pay extra. The IT Asset Management capabilities also lack some very basic features. Asset IDs are long, random strings instead of simple incremental numbers, and more importantly, you can’t link tickets to assets. Given that tickets are Zendesk’s core functionality, this feels like a major oversight. Being able to connect tickets to assets would provide a clear and useful asset history. Overall, Zendesk is a good tool—but with so many alternatives available, it’s hard to consider it the best or most cost-effective option. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** We don’t have to manage support through a shared mailbox in Outlook anymore. ### 10. Zendesk is packed with features and yet easy to administrate **Rating:** 4.0/5.0 stars **Reviewed by:** Claus S. | IT Supporter, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Employee Service?** The best thing about Zendesk is the perfect balance between advanced functionality and user-friendliness. Even though the platform offers a wide range of features and integrations, the interface never feels overwhelming. It is intuitive to administrate, making it fast to set up and adjust workflows without needing to be a technical expert. **What do you dislike about Zendesk for Employee Service?** The pricing structure can be a bit opaque when adding various add-ons, which can make it a costly solution for smaller organizations. Additionally, the reporting module (Explore) has a bit of a steep learning curve if you want to build highly complex, custom dashboards from scratch. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Zendesk has helped us centralize all internal IT requests, ensuring that nothing falls through the cracks in a busy inbox. It has given us a much better overview of response times and bottlenecks. The primary benefit is a significantly more efficient support department and higher employee satisfaction because technical issues are resolved much faster. ### 11. Side Conversations That Keep Collaboration in One Place **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Warehousing | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** June 18, 2026 **What do you like best about Zendesk for Employee Service?** Being able to conduct and track side conversations within the same view is immensely helpful. On top of that, responding to collaborators internally instead of going back and forth over email feels really slick and keeps everything in one place. **What do you dislike about Zendesk for Employee Service?** It can be confusing for employees to receive a bounce-back notification confirming that their ticket was received. Also, it’s frustrating that a closed ticket will reopen if an employee replies with something as simple as “thank you.” **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Coordination between the work of several individual team members is essential. Collaborating together on an issue or question is immensely helpful. ### 12. Great ticketing system that creates efficiency with ease of use. **Rating:** 5.0/5.0 stars **Reviewed by:** Austin O. | IT Support Engineer, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 28, 2026 **What do you like best about Zendesk for Employee Service?** It is easy to use and very easy to set up. Easy to integrate with other services. Helps calm all the noise we get in our department, and helps us organize as well. **What do you dislike about Zendesk for Employee Service?** Nothing comes to mind. Always had good luck with it! **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Keeping records of communication and creating efficiency for our employees to be able to get ahold of us. ### 13. Great support solution for our organization **Rating:** 4.5/5.0 stars **Reviewed by:** Todd G. | CIO, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** June 16, 2026 **What do you like best about Zendesk for Employee Service?** I like the ability this allows to provide some really cool self-service options for our employees. It is its own instance so we can conveniently and confidentially separate internally focused requests from externally focused requests. **What do you dislike about Zendesk for Employee Service?** The price structure is on the higher side of our budget. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** At MAP, Zendesk is not just a help desk—it is a multi-purpose service management platform that: Powers employee support operations Enables structured and segregated internal service delivery (IT, HR, Payroll) Operates under defined governance and security controls ### 14. Senior IT Developer **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through Google One Tap using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** May 26, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Zendesk for Employee Service?** It’s easy for management to use and understand. The integration was also straightforward to set up on our Magento 2 platform, and the pricing seems to fit within our budget. I didn't realised that zendesk provided on board training after we have on boarded our staff **What do you dislike about Zendesk for Employee Service?** Many of the workflows feel geared more toward external customer support than day-to-day internal employee operations. As a result, HR and IT teams sometimes need additional customization to make it function and feel like a true employee service platform. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Employees contact departments through email, chat, WhatsApp, Slack, walk-ins, and spreadsheets, and as a result requests often get missed or duplicated. What Zendesk solves is centralizing all of those requests into one ticketing and workflow system, so everything is captured in one place. ### 15. Excellent Ticketing System for Support Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Rushali M. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 01, 2026 **What do you like best about Zendesk for Employee Service?** Its very easy to manage and keep things organized. **What do you dislike about Zendesk for Employee Service?** KB search sometimes doesnt give accurate results. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Zendesk helps us keep customer support organized by centralizing all tickets, tracking conversations, and ensuring nothing gets missed. Features like macros and automation reduce repetitive work, allowing us to respond faster and provide a more consistent experience for our Sunapsis clients. ### 16. The solution is easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Uditha S. | Manager, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 24, 2026 **What do you like best about Zendesk for Employee Service?** "The visibility across departments is the best part. When a new hire starts, HR and IT can see exactly where the other stands in the onboarding process, ensuring nothing falls through the cracks **What do you dislike about Zendesk for Employee Service?** The biggest drawback is the high cost and complexity, as per-agent pricing makes it expensive for internal teams, and it lacks the deep specialized features found in dedicated HR or IT Service Management (ITSM) tools **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Zendesk for Employee Service solves the problem of fragmented internal support by centralizing HR, IT, and Finance requests into a single AI-powered platform, which benefits you by automating routine tasks and allowing employees to get instant help directly within apps like Slack or Teams. ### 17. Zendesk review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 12, 2026 **What do you like best about Zendesk for Employee Service?** Easy to use interface for viewing and replying to tickets. Powerful administrative portal with customization and automation options. **What do you dislike about Zendesk for Employee Service?** Some features that we used to have standard in our previous web helpdesk require a third party application or low code automation. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** It solved our issue of relying on an on-premises ticketing solution. We will continue to add features to enhance our Zendesk experience as time goes on as we are just a few months in. ### 18. Centralizes Internal Requests and Speeds Up IT Resolution **Rating:** 5.0/5.0 stars **Reviewed by:** Fede K. | IT Team Leader, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** March 22, 2026 **What do you like best about Zendesk for Employee Service?** The best part of Zendesk for Employee Service is how it centralizes all internal requests into a single place. It significantly reduces the time our IT teams spend on manual sorting, enabling them to resolve complex issues faster while maintaining a clear audit trail. **What do you dislike about Zendesk for Employee Service?** To be honest, I haven't found many major downsides yet. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** The users send an email directly to the IT team. ### 19. Omnichannel Routing That Distributes Work Effortlessly **Rating:** 5.0/5.0 stars **Reviewed by:** Davd F. | Technology Consultant, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** March 20, 2026 **What do you like best about Zendesk for Employee Service?** I like the omnichannel routing and the ability to distribute the work based on idle time. **What do you dislike about Zendesk for Employee Service?** The support I’ve received from Zendesk hasn’t been great. Responses are slow, and it often feels like the process is being handled by someone who doesn’t understand the business or the product’s intricacies. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** We’re able to help many more people while using fewer agents. ### 20. Easy AI Setup for Zendesk Knowledge Base Answers **Rating:** 4.5/5.0 stars **Reviewed by:** Teresa W. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Employee Service?** I have enjoyed how easy the AI setup is for answering questions by utilizing the Zendesk knowledge base **What do you dislike about Zendesk for Employee Service?** It has taken some time to learn how the QA works and its AI feature. The scorecard wasn't fully intuitive. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** We are now implementing Zendesk ticket AI and will have it answer approximately 20% of our incoming tickets without human interaction. ### 21. Metrics and Automated Approvals That Deliver **Rating:** 5.0/5.0 stars **Reviewed by:** Deb B. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Employee Service?** Metrics, Automated Approvals, Ease of configuration, AI and Automation capabilities **What do you dislike about Zendesk for Employee Service?** No digital signature, too many ways to do the same thing **What problems is Zendesk for Employee Service solving and how is that benefiting you?** We haven't went live yet (1 month!) But we are looking forward to it saving agent time by using automation and AI tools. Also, the metrics will help us solve problems we didn't know we had. ### 22. Good ticket management, clunky UI **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Employee Service?** Zendesk's best feature is its ability to quickly search and categorize tickets. **What do you dislike about Zendesk for Employee Service?** The main two issues are: 1. The implementation of the new reporting system "Explore" is poorly done. Clicking on the reporting button from within Zendesk takes you to a page telling you to then open Explore, rather than taking you directly to the new system. Additionally, the report building tools are not easy to use and don't update quickly. 2. The ability to send messages regarding a ticket to third parties (such as to a software vendor) are extremely limited. The only option is to utilize side conversations, which is not its intended use. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Zendesk is providing better organization and searching of tickets and their statuses. ### 23. ZD is pretty good! **Rating:** 4.5/5.0 stars **Reviewed by:** Dale S. | Community manager, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Employee Service?** The UI is very easy to use, especially for somebody like me who doesn’t like a complex interface. **What do you dislike about Zendesk for Employee Service?** I would say it’s the way some of the employee pages look. I wish we could customize our own pages so we can choose what we want to see and what we don’t want to see. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Well, our internal issue was originally budget-related, so using Zendesk for this has been very cost-effective for us. ### 24. Super Helpful for IT & ES Use Cases—Keeps Improving **Rating:** 5.0/5.0 stars **Reviewed by:** Frederick V. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Employee Service?** Super helpful for IT and ES use cases and continually interates **What do you dislike about Zendesk for Employee Service?** Unclear of how it differentiates from CS for folks that have been with Zendesk for 8+ years **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Unifying knowledge and getting answers in a single-pane of glass ### 25. Simple, Fast Turnaround with Easy Admin Customization **Rating:** 4.5/5.0 stars **Reviewed by:** John K. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Employee Service?** Simple, quick turnaround for agents. easy customization for admins **What do you dislike about Zendesk for Employee Service?** Could use more robust training on all of the features that get added. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** IT Needs across our agency, Accounts Payable services, Payroll Support. ### 26. Easy to Implement and a Joy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** yozabel l. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Employee Service?** Easy to implement for the admin and easy to understand for agents. **What do you dislike about Zendesk for Employee Service?** Anything comes to my mind because I really enjoy the products. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Helps to automate manual flows. ### 27. Zendesk Handles Many Tasks Well for Employee and Operational Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Employee Service?** We use Zendesk to service employee needs as well as building and other operational tasks. **What do you dislike about Zendesk for Employee Service?** Zendesk can do many things, but there are many simple items that either require third party support or take long to implement on their end. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Zendesk helps us serve many office needs from supplies to building maintenance and employee needs such as building access. ### 28. good system for helpdesk **Rating:** 3.5/5.0 stars **Reviewed by:** Eyal D. | IT Manager, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 20, 2026 **What do you like best about Zendesk for Employee Service?** It is easy to use and operate. It’s user-friendly, and I find it quite easy to handle and configure. **What do you dislike about Zendesk for Employee Service?** The branding and form handling could be a bit better, and it would be easier if the editing process were more straightforward. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** It solves our need for a ticketing system. ### 29. Upgrading the End User Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 24, 2026 **What do you like best about Zendesk for Employee Service?** I like how we can meet our end users at their level and not have them jump through hoops to get help. I also like the ability to use the reporting functions to have snapshot views of how we are doing as a team and our productivity levels. **What do you dislike about Zendesk for Employee Service?** I think the reporting is not very user friendly **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Creating efficiency and standards of operation. We are becoming more engaging with our end users and are able to better equip them to solve their own issues. ### 30. Complete kit for success with the client. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **AI Translated:** This review has been translated from Portuguese using AI. **Reviewed Date:** April 08, 2026 **What do you like best about Zendesk for Employee Service?** Various tools, with multiple integration alternatives and ease of use, which contribute to more productive work. **What do you dislike about Zendesk for Employee Service?** It may seem a bit overwhelming at first because of the various options and tools available. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Managing various services improves productivity, making employees focus on what is important, while Zendesk takes care of the rest. ### 31. Effortless Ticket Management and Team Communication **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie L. | Nutrition health educator, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 04, 2025 **What do you like best about Zendesk for Employee Service?** It is easy to open an close tickets as well to call participants and communicate with other team members. **What do you dislike about Zendesk for Employee Service?** I havent found something at the moment, so far it has been helpful. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** I am a nutrition health educator so, it helps me to communicate with participants and at the same time create tickets in different teams. ### 32. Easy to Use and Intuitive—even for Non-IT Users **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 19, 2026 **What do you like best about Zendesk for Employee Service?** It's easy to use. Intuitive for a non IT person **What do you dislike about Zendesk for Employee Service?** I know Zendesk has a lot more capabilities but I just do not know what they are **What problems is Zendesk for Employee Service solving and how is that benefiting you?** It helps submit and track tickets ### 33. Zendesk’s Clear, User-Friendly Interface Makes Support Simple **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through Google using a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** January 16, 2026 **What do you like best about Zendesk for Employee Service?** I feel thar Zendesk is the most user friendly interface I've worked with. I think it has a more clear interface and is lesa complex overral than other softwares. **What do you dislike about Zendesk for Employee Service?** On rare occasions, evaluation assignments did not load as expected, but this was the only issue I experienced while using the platform. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Zendesk helps keep customer support requests from email and text organized in one place, making it easier to respond efficiently by prioritizing and tracking sla, track tickets, and complete quality evaluations consistently. ### 34. Finally, an End to Scheduling Spreadsheets! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 08, 2025 **What do you like best about Zendesk for Employee Service?** Honestly, the best part is that it lives right inside Zendesk. I'm done with juggling messy spreadsheets to predict our staffing needs. It looks at our actual ticket data to forecast our busiest times, so I can build the team schedule with real confidence instead of just guessing. It just takes the headache out of making sure we have the right people working at the right time. **What do you dislike about Zendesk for Employee Service?** Its simplicity is both its best feature and its biggest weakness. It’s fantastic for straightforward scheduling and forecasting, which covers 90% of our needs. But if you're looking for the really deep, granular features of a heavy-duty, standalone WFM tool - like super complex "what-if" scenarios or multi-layered reporting - it can feel a bit basic. You're essentially trading some of that advanced power for the convenience of having everything perfectly integrated in Zendesk. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** It solves the two biggest weekly headaches for any support manager: guesswork and spreadsheets. First, it stops me from just guessing how many agents we need for the week. It looks at our actual Zendesk ticket data and forecasts our busy hours, so we're not flying blind into the Monday morning rush. The benefit for me, especially on a Friday afternoon like this, is huge. It saves me hours of tedious admin work. But more importantly, I have confidence that we're properly staffed for next week—which means happier customers and a less stressed-out team. It lets me focus on coaching, not just counting heads. ### 35. Zendesk employee service **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk for Employee Service?** I'm sorry - but we do not use these services from Zendesk. **What do you dislike about Zendesk for Employee Service?** have not used this service so I can't say what I like or don't like. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** not applicable as not using this. ### 36. Working Smarter with Zendesk Work Management **Rating:** 5.0/5.0 stars **Reviewed by:** Jody O. | Franchise Concierge, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **Reviewed Date:** July 01, 2025 **What do you like best about Zendesk for Employee Service?** Improves coordination between departments like support, operations, engineering, or HR while maintaining clean customer experiences. **What do you dislike about Zendesk for Employee Service?** Reporting is basic for complex operational or strategic planning. It's also confusing, you have to take the reports that are automatically generated and spend a lot of time customizing them to what you actually want. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Allows agents to create internal tasks directly from tickets, routing tasks to other teams without needing separate systems and without involving the customer. ### 37. Great experience **Rating:** 4.0/5.0 stars **Reviewed by:** Jesus S. | Director of IT Support and Network Operations, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 27, 2025 **What do you like best about Zendesk for Employee Service?** Great customer facing solution. Highly recommended for public customer support. **What do you dislike about Zendesk for Employee Service?** I would love a simpler reporting method. It seems a bit overwhelming to run reports but I do see improvements with AI coming **What problems is Zendesk for Employee Service solving and how is that benefiting you?** It is our primary ITSM solution for all our company services. **Official Response from Zendesk Sam:** > Hello Jesus! Thanks for taking the time to leave a review! Thank you for your support and we look forward to making your experience with us even better! ### 38. Ticketing tool review **Rating:** 4.0/5.0 stars **Reviewed by:** Patrick F. | Service Desk Engineer, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 17, 2024 **What do you like best about Zendesk for Employee Service?** What I like the most about Zendesk are the macros and views that can utilize our workaround. **What do you dislike about Zendesk for Employee Service?** What I dislike is there are no options to duplicate the ticket and no features for dependency tickets to make it a child ticket. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** As an IT ServiceDesk, Zendesk is the primary tool I use to deliver first-level support on our end users with their IT related concerns. The benefit of it to me is I can manage the SLA of every single ticket because there is an indication where you can see if the SLA is running or paused. **Official Response from Zendesk Sam:** > "We're glad you like the macros and views feature of Zendesk, Patrick. Our team is always looking for ways to improve. We appreciate your thoughts about ticket duplication—this will be taken as feedback. You can join our Community Team to learn more about our latest product and software updates: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk" ### 39. Smoother process to accept chats and emails. **Rating:** 5.0/5.0 stars **Reviewed by:** Shaik I. | Customer Support Executive, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through Google One Tap using a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** April 01, 2025 **What do you like best about Zendesk for Employee Service?** Managing work load and visibility of chats in queue. **What do you dislike about Zendesk for Employee Service?** Not dislike, but sometimes annoyed with continuous beep sound, when the chats are not accepted. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Arranging breaks and managing queue. Region wise chats transferring. ### 40. Time efficient. **Rating:** 5.0/5.0 stars **Reviewed by:** Zethembe M. | payments operations specialist, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 20, 2024 **What do you like best about Zendesk for Employee Service?** Zendesk is easy to navigate. The system is time efficient, making it easy to help the next seller. The different views make it easy to know which box you are working on as well. You are also able to filter and get exactly what you are working on. Zendesk also helps to see which tickets need the most attention and that delivers good customer services. **What do you dislike about Zendesk for Employee Service?** The downside of Zendesk is that you always have to refresh to see any updated tickets. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Managing the flow of the tickets, and it also benefits the works as we know exactly what needs to be attended first. ### 41. Excellent **Rating:** 5.0/5.0 stars **Reviewed by:** Samkelisiwe V. | Payment Support Specialist, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** August 13, 2024 **What do you like best about Zendesk for Employee Service?** It is easily acceptable as we use it on a regular basis, being able to communicate with customers as well as other departments via zendesk ticket. **What do you dislike about Zendesk for Employee Service?** Ticket that are being incorrectly assigned to another department causing a delay in workflow **What problems is Zendesk for Employee Service solving and how is that benefiting you?** The ticket priority workflow helps to work on the long standing tickets, we are able to be able to respond to customers timeously. **Official Response from Zendesk Sam:** > Hey Samkelisiwe! Thank you for the excellent review! We're happy to hear that Zendesk helps you and your team on a regular basis! We appreciate your support and look forward to making your experience with us even better. ### 42. Unleash setup is amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 08, 2024 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Zendesk for Employee Service?** My feedback as an admin is that Unleash's team made my life much easier. I received a task from our management to implement an AI tool to improve sync between departments - I tried multiple tools and chose Unleash eventually. The reason is that their customer support team fixed bugs within days and kept adding features every other week. The integration was very smooth, and the results didn't take too long to arrive **What do you dislike about Zendesk for Employee Service?** Unleash needs a few sessions to be explained - nonetheless after 2 sessions we were able to onboard all of the team members. Also, sometimes it can take a few seconds to get an answer to the questions that we ask but it keeps on improving! **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Finding information fast, helping sales & marketing team collaboration, achieving ROI goals easily. ### 43. An amazing asset for our R&D team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 15, 2024 **What do you like best about Zendesk for Employee Service?** Firstly it is very simple to use. I use unleash's Slack assistant often to find out information about our product roadmap. In addition they keep on adding features and integrations based on our request. Their level of support is exceptional! I remember that it took 2 weeks to implement Unleash within our workflow - that's impressive for an AI tool. **What do you dislike about Zendesk for Employee Service?** Since our company has internal tools that we have built, the integration process of them takes longer than the list of existing integrations of Unleash. Make sense but still worth noting that. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** It helps me find information and catch up with all updates around the company. It makes the company knowledge bases accessible easily, all while being able to find information by chatting with their Slackbot. That's really cool! ### 44. Expediting legal Due diligence **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 19, 2024 **What do you like best about Zendesk for Employee Service?** I work in the litigation team of my law firm - since we handle thousands of cases yearly, we need to remember the context of each case especially before hearings and attending the court. We use unleash to capture the data from multiple documents as well as generate answers based on our company policy and guidelines. I use it daily as well as my entire team. It is easy to use and integrate to most of our softwares **What do you dislike about Zendesk for Employee Service?** We expect AI to be able to note discrepancies within our database - it's not there yet but I assume it will happen sooner rather than later. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** finding information, generating answers, resolving conflicts ### 45. The core element of our company's chatbots **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 15, 2024 **What do you like best about Zendesk for Employee Service?** Their API is simple to use and saved our R&D team months of development. We integrated Unleash with our existing bots in Slack and gave them superpowers in being able to answer based on every resource. It is fairly impressive and my team use it daily **What do you dislike about Zendesk for Employee Service?** I think that the next step would be to use it via voice commands and it's not there yet. We will stay tuned **What problems is Zendesk for Employee Service solving and how is that benefiting you?** R&D and product meetings sync, finding information from our sales team (salesforce) as well as the algo team. Our company is very organized so it's a perfect match for adding a tool that can search and answer about all of our scattered data. ### 46. Finding information using Unleash is the engineering team dream **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 19, 2024 **What do you like best about Zendesk for Employee Service?** I work closely with our chip design team and I work on multiple projects at a time that require me staying constantly in the details of each of them. I use Unleash's enterprise search capabilities to get a summary and recap of the projects. I use it daily and it is so easy to use. It saves me hours every week and the need to text every team about minor details. **What do you dislike about Zendesk for Employee Service?** They didn't develop yet integration to our company's chat app and it could be useful to have their AI assistant within our work environment. I hope it will happen soon! **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Finding information, knowledge retrieval, project management ### 47. Unleash helps me share knowledge within our engineering department **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 20, 2024 **What do you like best about Zendesk for Employee Service?** As a senior member of our team I'm being asked daily by our product and our R&D team questions that are of two types - projects status and explaining processes. Unleash handles 70% of the questions using the AI assistant I created easily within minutes. I integrated it to Jira and my personal drive to create answers - works like magic. Our entire company benefits from it **What do you dislike about Zendesk for Employee Service?** Code generation would be a useful feature, on the other hand using Unleash goes hand in hand with using dedicated AI tools for coding **What problems is Zendesk for Employee Service solving and how is that benefiting you?** sharing knowledge, effective use of my time, finding information ### 48. Analysts benefit from using Unleash **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 19, 2024 **What do you like best about Zendesk for Employee Service?** I need to analyze our customers data - and like most companies, there are so many of them that I need to cover. In order to get the context right for each customer I use Unleash to give me the context of every ticket and past requests from our clients. It is a life saver and my go-to for searching information. **What do you dislike about Zendesk for Employee Service?** I wish these apps had the capability to predict ARR and future income - but the tech is not ripe yet for these sorts of tasks. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** knowledge retrieval, information, answering tickets, saving time ### 49. AI agent I can trust **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 19, 2024 **What do you like best about Zendesk for Employee Service?** I work in the design department and I used to constantly ask our marketing dept for updates about their campaigns. Using Unleash search and q&a capability I simply get answers to every question that I have. It was easy to implement and whenever I have a question I contact our account manager - which answer so fast! **What do you dislike about Zendesk for Employee Service?** I wish it could pull information from Figma. I was told it is in their next list of updates - it would be a dream. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** Updates about our company, knowledge finding, generating answers, syncing between design and marketing ### 50. Unleash + Zendesk: A Support Efficiency Game Changer! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 07, 2024 **What do you like best about Zendesk for Employee Service?** We integrated Unleash with Zendesk and it's been a lifesaver for our support team! Unleash acts as an intelligent assistant within Zendesk, using Enterprise AI Search to find exactly what agents need to solve customer issues quickly. This has drastically improved our first-call resolution rates and overall customer satisfaction. Unleash is a game-changer for any company looking to boost their Zendesk support efficiency. **What do you dislike about Zendesk for Employee Service?** Our team has expressed a desire for more customization options within the tool. While the current settings are functional, expanding these options would greatly enhance our user experience. **What problems is Zendesk for Employee Service solving and how is that benefiting you?** collaboration, access to knowledge, efficiency ## Zendesk for Employee Service Discussions - [What is the WFM process?](https://www.g2.com/discussions/tymeshift-what-is-the-wfm-process) - [What is Tymeshift Zendesk?](https://www.g2.com/discussions/what-is-tymeshift-zendesk) - [What is Tymeshift?](https://www.g2.com/discussions/what-is-tymeshift) - [What Tymeshift used for?](https://www.g2.com/discussions/what-tymeshift-used-for) - [View Zendesk for Employee Service pricing details and edition comparison](https://www.g2.com/products/zendesk-for-employee-service/reviews?section=pricing&secure%5Bexpires_at%5D=2026-09-17+21%3A24%3A01+-0500&secure%5Bsession_id%5D=7fb2df75-cdbf-4854-a6f1-e1d7dce27b62&secure%5Btoken%5D=8e7bcf1f29a846020fca35808ba75a943314779416b78f625a2ddfacb31dda51&format=llm_user) ## Zendesk for Employee Service Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Code Generation - Text to Image - Generative AI - API - Natural Language Processing - Virtual Characters and Avatars - Content Generation - Personalization and Recommendation - Conditional Generation - Transformer Model - Automated Image & Video Editing - Interactive and Co-Creative Systems - Text Summarization - Data Augmentation - Variation Autoencoder Models - Adversarial Training - Transfer Learning and Fine-tuning - Simulation and Scenario Generation - Creative Design - AI Copilot - Prompt Engineering - Foundation Model **Feedback Management** - Feedback Management **Proactive Error Detection** - Proactive Error Detection **Alerts/Notifications** - Alerts/Notifications **Document Management** - Document Management **Self Service Portal** - Self Service Portal **Autonomous Task Execution** - Autonomous Task Execution **Reporting/Analytics** - Reporting/Analytics **Security & Compliance** - Security & Compliance **Natural Language Processing** - Natural Language Processing **Integration into Third Party Applications** - Integration into Third Party Applications **AI Agent Configuration** - AI Agent Configuration **Adaptive Learning** - Adaptive Learning **IT Incident Management** - IT Incident Management **Automated Routing** - Automated Routing **Service Level Agreement (SLA) Management** - Service Level Agreement (SLA) Management **Knowledge Base Integration** - Knowledge Base Integration **Support Ticket Management** - Support Ticket Management **Workflow Automation** - Workflow Automation **Core Conversational Capabilities - AI Chatbots** - Controlled LLM Response Generation - Context Maintenance Within Sessions - Natural Language Understanding & Intent Inference **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Customization** - Customization - HR Integrations **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Duplicate Detection - Content Editor - WYSIWYG Editor - Rich Text Editor - Drag & Drop Editor - Customizable Templates - Surveys & Feedback - Pre-built Templates **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Compatibility** - Federated Search - File Types - Global Language Support **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Data** - Reliability - Data Security **Automation - AI IT Agents** - Document Processing - Feedback Collection **Agentic AI - Enterprise Search Software** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making - AI/Machine Learning **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Knowledge Base** - Q & A - Link Sharing - Searchable **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **HR Content** - Knowledge Management - Content Delivery - Document Management **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Advanced Search - Browser Extension - Organization - Other Integrations - Knowledge Integrations - Full Text Search - Web Notifications - Alerts/Notifications - Website Integration - Social Media Integration - Reporting/Analytics **Search Queries** - Typo Tolerance - Faceted Search - Synonyms - Highlighting - Natural Language - Full Text Search **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information - Augmented Analytics - Proactive Chat **Interaction** - Complex Query Handling - Natural Conversation - Understanding - Feedback Management - Customizability - Multi-Channel Management - Communication Management - Workflow Management - Email Management - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Generation - Generative AI **Autonomy - AI IT Agents** - Adaptive Responses - Task Execution - Independent Decision Making - Problem Solving **AI powered search - Enterprise Search Software** - Generative RAG (Retrieval augmented generation) - Relevance Tuning - NLP & Semantic search - Fuzzy Search **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Security** - Verification - Role-Based Permission - Public vs Private **Task & Flow Management - AI Chatbots** - Scripted Dialogue & Decision Tree Support - Fallback Responses for Unknown Queries **Logistics** - Security - Employee Portal - AI **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Functionality** - Personalization - Search Analytics - Integrations - Visual Analytics - Real-Time Analytics **Learning** - User Interaction Learning - Error Learning **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **IT Ticket Management - AI IT Agents** - Ticket Status Updates - SLA Monitoring - Ticket Categorization - Ticket Assignment - Automated Ticket Creation **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Multi-Language **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Compatibility - Enterprise Search Software** - File Types - Federated Search - Global Language Support **Additional Functionality** - Search/Filter - AI Copilot - Commenting/Notes - Content Publishing Options - Reporting & Statistics - Content Library - Document Classification - Drag & Drop - API - Customizable Branding - SEO Management - Real-Time Reporting - Generative AI - Self Service Portal - Widgets - Mobile Interface - Catalog Management - Online Forums - Email Alerts - Collaboration Tools - Mobile Alerts - Dashboard - Feedback Management - Document Storage - User Management - Live Chat - Chatbot - Knowledge Management - Wiki - Text Editing - SSL Security - Customizable Reports - Customizable Fields - Data Import/Export - Single Sign On - Content Management - Workflow Management - Knowledge Base Management - Activity Tracking - Discussions/Forums - Activity Dashboard - Calendar Management - Communication Management - Document Management **Additional Functionality** - Customer Surveys - Lead Qualification - Transcripts/Chat History - Language Detection - Pre-Configured Bot - Lead Capture - Code-free Development - Natural Language Processing - Multi-Language - For Sales/Marketing - Contextual Guidance - Automated Responses - Customer Support - Chatbot - Intent Recognition - Sentiment Analysis - Customer Experience Management - Query Suggestions - Transfers/Routing - AI Copilot - Canned Responses - AI/Machine Learning - Multi-Channel Communication - Automated Routing - Workflow Automation **Additional Functionality** - Sentiment Analysis - Data Import/Export - Behavior Tracking - Data Storage Management - Single Sign On - AI Copilot - API - Multiple Data Sources - Activity Dashboard - Forecasting - Metadata Management - File Management - Text Analysis - Drag & Drop - Compliance Management - Tagging - Indexing - Autocomplete - For eCommerce - Customer Database - Catalog Management - Query Suggestions - Document Management - Access Controls/Permissions - Content Management - Generative AI - Task Management - Reporting & Statistics - Search/Filter - Data Capture and Transfer - Data Visualization - Alerts/Notifications - For Enterprises - User Management **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Management** - Ticketing Platform - Single Sign-On - Business Process Management - Self-Service - Dashboard & Reporting **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Deployment & Embedding - AI Chatbots** - API Access for Business System Integration - Web Widget & SDK Embedding **Content Generation** - Creativity - Content Accuracy **IT Support Automation - AI IT Agents** - Knowledge Base Utilization - Workflow Automation - Real-Time Troubleshooting - User Self-Service Assistance - Proactive Issue Detection **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Functionality - Enterprise Search Software** - Personalization - Search Analytics - Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication** - Social Features - Tagging - Upload - Comments **Admin & Configuration - AI Chatbots** - No-Code Conversation Design **System** - API Flexibility - Update Frequency and Utility - Cross-Platform Compatibility - Software Integration - Third-Party Integrations **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Search Queries - Enterprise Search Software** - Highlighting - Faceted Search - Typo Tolerance - Synonyms **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Additional Functionality** - Collaboration Tools - SSL Security - Reporting & Statistics - Customizable Reports - Customizable Fields - Customizable Branding - Data Import/Export - Single Sign On - Content Management - Content Library - Workflow Management - Text Editing - Widgets - Generative AI - Knowledge Base Management - Activity Tracking - Discussions/Forums - API - Live Chat - Activity Dashboard - AI Copilot - Calendar Management - Drag & Drop - Self Service Portal - Communication Management - Commenting/Notes - Catalog Management - Document Management **Agentic AI - AI Chatbots** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations - User Management - Support Ticket Management - Requisition Management - Inventory Management - Email Management - Maintenance Management - Workflow Management - Problem Management - Service Level Agreement (SLA) Management - Supplier Management - Procurement Management - Knowledge Base Management - Task Management - Change Management - Incident Management - Contract/License Management - Audit Management - Configuration Management **Additional Functionality** - Cost Tracking - Access Controls/Permissions - Prioritization - Customizable Fields - Data Import/Export - Asset Tracking - Customizable Branding - API - Alerts/Notifications - Reporting/Analytics - Barcode/Ticket Scanning - Monitoring - Customizable Forms - Compliance Tracking - Data Visualization - Audit Trail - AI Copilot - Self Service Portal - Customizable Reports **Monitoring & Improvement - AI Chatbots** - Feedback-Driven Response Optimization **Reliability & Safety - AI Chatbots** - Guardrails & Content Controls **Additional Functionality** - Autoresponders - Configurable Workflow - Natural Language Processing - Customizable Branding - Sentiment Analysis - Real-Time Analytics - Pre-Configured Bot - Activity Dashboard - Live Chat - Real-Time Monitoring - Code-free Development - Reporting & Statistics - Speech Recognition - Drag & Drop - Reporting/Analytics - Generative AI - Customer Service Analytics - Chatbot - Intent Recognition - Lead Capture - Multi-Channel Communication - Search/Filter - Visual Analytics - AI Copilot - Chat/Messaging - CRM - Chat Transcript - Performance Metrics - Contextual Guidance - Natural Language Search - Monitoring - Speech Synthesis - Real-Time Notifications - Customer Database - API - For Developers - Customer Segmentation - Alerts/Escalation - Engagement Tracking ## Top Zendesk for Employee Service Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,308 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,478 reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - 4.6/5.0 (13,546 reviews)