Zendesk for Customer Service Reviews & Product Details

Zendesk helps organize our support team and track tickets, in a safe and secure way. Review collected by and hosted on G2.com.

Sadly, Im finding that Zendesk is pushing users to more AI, which our company is against, so the more they force it on users, the les we use Zendesk. Not only are we trying to avoid AI, I often find that many of the "cool new features" are either only available to Enterprise customers (the HIGHEST paid plan), or they just don't pertain to our small team. That or they are AI-based features, which, again, we won't use, nor do we want to get charged for them the way that Zendesk is charging for each use of an AI response, whether it helps or not. So sadly, while we'll continue to Zendesk, as there aren't many great alternatives, an who wants to go through the pain of making that massive change, I am no longer joining their online events on their big event of the year, Relate, since its all related to AI... so they are slowly loosing us. Review collected by and hosted on G2.com.

The latest evolution of Zendesk’s AI Agents is a total game-changer, primarily because the bot has moved away from rigid, "if-this-then-that" scripts to a more fluid, Generative AI model. What I find most impressive is how deeply customizable the personality is; you can now toggle between professional or casual tones or even provide a custom persona description to ensure the bot sounds exactly like your brand. Review collected by and hosted on G2.com.

While the new features are great, the subscription experience for long-term users is frustrating. I’m currently on a grandfathered plan, and Zendesk makes it increasingly difficult to manage. They’ve essentially built a "paywall" around their latest innovations; many of the new AI add-ons aren't compatible with legacy tiers, which feels like a tactic to force an upgrade to their much more expensive Suite packages. It’s disappointing that staying loyal to the platform means being locked out of modern tools unless you're willing to accept a significant price hike and a total plan migration. Review collected by and hosted on G2.com.

New things of Zendesk are AI Powered Ticket Summarization. It helps agents very fast to understand the conversation without reading the entire thread. And also, Intelligent Triage, which categorises and prioritizes tickets so the right team (for particular tickets) can respond faster. Review collected by and hosted on G2.com.

There is nothing for the dislike in Zendesk. Review collected by and hosted on G2.com.

One of the things I like about Zendesk is how efficiently it manages customer queries through a centralized ticketing system. It allows support teams to track, prioritize, and resolve customer issues in an organized way, which improves overall response time and service quality.

I also appreciate features like internal notes and automation. These tools help agents handle repetitive tasks quickly and maintain consistent communication with customers. The ability to integrate with other platforms and maintain a clear history of customer interactions makes it easier for teams to collaborate and resolve issues faster.

Overall, Zendesk provides a structured and reliable environment for managing customer support operations, which helps teams stay organized and deliver better customer experiences. Review collected by and hosted on G2.com.

Zendesk for Customer Service is a great tool, but the interface can feel a bit complex for new users. It would be helpful if the navigation and reporting features were more simplified. Review collected by and hosted on G2.com.

I still really appreciate having cross channel support with email, calls, and chats all in one central platform. One thing I’ve continued to value is how easy it is to review a customer’s full ticket history, which helps provide better context and continuity when assisting them.

I also really like the ability to merge tickets from the same user to avoid duplicate conversations with different agents. That feature helps keep communication organized and ensures customers aren’t repeating themselves.

Another thing that’s been helpful is how flexible Zendesk is with integrations. Being able to connect tools like Facebook and Instagram directly into the ticketing system makes it much easier to manage conversations from multiple channels in one place. Overall, it continues to be a clean, intuitive platform that helps streamline day to day support work. Review collected by and hosted on G2.com.

One area that could be improved is the support experience. It can sometimes be difficult to get in touch with a live support agent, and response times can be slower than expected. The automated bot is helpful for basic questions, but it can be challenging when you need to speak with a real person about a more complex issue.

When I do connect with support, the responses often rely on sending help articles rather than working through the issue directly. While the documentation is useful, more hands on troubleshooting would make the experience feel more supportive and efficient.

We have also experienced intermittent issues with call quality, including occasional dropped calls or agents not being able to answer incoming calls. Improvements to the reliability of the calling feature would make the platform even stronger for teams that rely on voice support. Review collected by and hosted on G2.com.

I am loving the Zendesk App Builder to create tools that have enabled our CS team to work more efficiently. This was a very easy and intuitive tool to use that has boosted our ticket handling time from average 5 min to around 3 min. I love that Zendesk is allowing AI to be accessible to CS folks that are not too technical. Review collected by and hosted on G2.com.

I would love to see better reporting data such as leveraging AI to "chat with your data" because today data is very black and white. There is not a lot of data that one can gather in regards to customer intent or feelings unless tagged, but this can't be fully automated today while there are other tools in the market that can already accomplish this. Review collected by and hosted on G2.com.

"Zendesk has evolved from a simple organization tool into a powerhouse of efficiency. With the new Agent Copilot, I no longer just manage queries; I resolve them faster using AI-powered summaries and suggested actions. The Intelligent Triage feature is a game-changer, automatically identifying customer intent and sentiment so I can prioritize urgent issues at a glance. It has transformed my workflow from reactive to proactive, ensuring every customer feels valued through smarter, automated interactions. Review collected by and hosted on G2.com.

While Zendesk remains a leader in centralizing communication, there is still room for improvement in post-submission flexibility. The inability to edit comments after they are posted remains a hurdle for correcting minor typos or formatting slips. Additionally, while Markdown support is excellent for internal organization, the email gateway still struggles with external formatting; it often fails to handle line wrapping and nested threads from customers' plain-text emails effectively. A more intelligent 'auto-formatting' layer for incoming emails would significantly reduce the manual effort needed to parse messy tickets. Review collected by and hosted on G2.com.

One of the new things that i liked about Zendesk Recently they have introduce AI Powered automation and AI agents. i will give you deep details about the how this Ai powered automation and ai agents will help the customer basically with the help of ai agents we can resolve the queries of customer automatically across the channel like Chat, Email, Ivr and it will also reduce the manual efforts of the platform agents. Even with the help of AI we can handle 80% of customer interactions allowing support team to focus on more complex issue.

Another good feature Zendesk has launch Zendesk copilot that will help the agents to summarizing the customer ticket quickly and help the agents to resolve the ticket in short span of time. Review collected by and hosted on G2.com.

Recently i have developed the chat bot for one of my customer using Zendesk there i found there is no back button or voice related thing which is available on the chat UI, let say if a customer has started a new conversion after some time may be he come to wrong step and later he realize he has to again start the conversion from 2nd step so there has to be a back button.

To be honest I love Zendesk it is one of the best CRM tool that i have ever used in my life. thanks

lack of live monitoring dashboard so that agent will get the live data of customer in real time Review collected by and hosted on G2.com.

I think one of the new things I like about Zendesk for Customer Service is the increasing adoption of AI-powered automation and assistance for the agents. Features such as AI-powered reply to suggestions, automatic ticket summarization, and AI-powered routing are some of the new things that make the customer support process efficient and effective for the agents.

I also like how Zendesk incorporates AI with the knowledge base, providing customers with relevant articles or responses even before the ticket is assigned to an agent. This is also useful for reducing the overall number of tickets for the customer support teams.

I also think the new feature of enhanced analytics and reporting is useful, as it helps provide a deeper understanding of customer response and resolution, as well as overall customer satisfaction. Review collected by and hosted on G2.com.

One area that can improve for Zendesk for Customer Service is the support provided by their support team. At times, getting support from the Zendesk support team takes a little longer than expected, especially for technical issues.

Another area that can improve for Zendesk for Customer Service is the ease of customizations. Even though the product is powerful, the customizations available for the admin panel can sometimes be a little complex. Review collected by and hosted on G2.com.

Recently I’ve also noticed improvements in Zendesk’s AI and automation features. Tools like AI suggestions for agents and smarter ticket routing make it easier to manage large volumes of support requests. The newer updates around analytics and ticket management also help teams stay organized and respond to customers faster.One thing I continue to appreciate about Zendesk is how reliable the platform is even as our support workload grows. The ticket management system keeps conversations organized and makes it easy to track customer issues from start to resolution. I also like the automation features that help reduce manual work for the support team. Overall, it continues to be a dependable tool for managing customer support efficiently. Review collected by and hosted on G2.com.

One suggestion I would give is that when a client creates a ticket or replies on a ticket, instead of the agent always needing to send a holding response, Zendesk should have an option where the agent can simply put an “eyes” or “smiley” reaction on the client’s message. This way the client knows that the ticket has been seen and is being worked on, without the agent having to send a separate message every time.

Another suggestion is related to side tickets. When an agent creates a side ticket to involve an internal team, the client should automatically get a notification that the ticket is being worked on internally. Even if the agent has not replied yet, the client would still know that there is internal movement on the ticket and that their issue is actively being looked into. Review collected by and hosted on G2.com.