![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 6/20/2022 More Options - - [Respond as Zendesk for Customer Service](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-6759253/official_response/new) "Good overall, with a couple of annoying drawbacks" 3.5/5 What do you like best about Zendesk for Customer Service? New navigation is a definite improvement and the AI tools look interesting -although we have not really tried them yet Review collected by and hosted on G2.com. What do you dislike about Zendesk for Customer Service? Zendesk's main flaw remains that it seems designed for managing a large number of shallow interactions - perfect for support of an ecommerce website or other B to C function - but it is clunky and unwieldy in several ways when managing lower volume, longer runnning issues with deeper individual issue complexity in a B to B context. Excessive email notifications remain an issue - it would be a simple change to allow users (particularly team managers) to define particular conditions or filters to trigger notifications or email alerts when a ticket meets certain conditions. Blanket 'follow' on tickets, which notifies you on every field update, is just plain annoying when managing a team of multiple agents. I want to set criteria and be notified when a ticket meets them. (To be fair you can techically do some of that using the 'triggers' function but it is way too complex and set up heavy to be practically useful in this way). Review collected by and hosted on G2.com. What problems is Zendesk for Customer Service solving and how is that benefiting you? We use Zendesk as our global support ticketing process for multiple products. It provides a platform for managing individual customer issues and gives an easy overview of global or regional activity via highly configurable dashboard-style reports that can be displayed on screens in the office and are available to the management team. It also integrates to our development management platform Review collected by and hosted on G2.com. Show More Rating Updated (3/9/2026) Current UserValidated ReviewerIncentivizedSource: Seller invite See what 6653 reviewers think of Zendesk for Customer Service 8.6 out of 5 ยท Verified reviews from real users [ Read all reviews ](https://www.g2.com/products/zendesk-for-customer-service/reviews)