Zendesk for Customer Service Reviews & Product Details

Zendesk makes handling customer support feel organized and manageable, even when ticket volume is high. Everything emails, chats and customer history is available in one place, which makes responding faster and more consistent. What i like most is how flexible and scalable it is. Automation macros, and clear workflows save a lot of time, and the reporting helps teams understand where improvements are needed. Overall it makes customer service smoother, more efficient and less chaotic for both agents and customer Review collected by and hosted on G2.com.

Zendesk can feel a bit overwhelming at first because there are so many features and configuration options. It takes time to set up properly and can be confusing for new users. another thing is pricing, many useful features and integrations are locked behind higher plans, which can e tough for smaller teams. also when ticket volume is high the interface can feel slightly cluttered. i Review collected by and hosted on G2.com.

What I like best about Zendesk for customer service is how structured and reliable it is for handling customer issues at scale. When many tickets are coming in from email, chat, or web forms, Zendesk keeps everything organized in one place; nothing gets lost, and every conversation has a clear history. Another thing I really like is how mature and stable the platform feels. It's clearly built for real production use. Once workflows are set up, things run smoothly without constant babysitting. From a backend developer's point of view, the APIs and integration are a big plus. Zendesk works well with internal tools, CRM, and databases. I can sync tickets, users, and events with our backend system without hacks. I also like the automation and triggers. Tickets can be routed, tagged, proportioned, and escalated automatically. This reduces manual work for the support team and keeps response times consistent. Review collected by and hosted on G2.com.

One thing I dislike about Zendesk is that it can become expensive as the team grows. Adding agents and advanced features increases costs quickly, which can be hard for startups or smaller teams. Another downside is that configuration can get complex. Triggers, automations, views, and workflows are powerful, but over time they become difficult to manage if not documented well. The UI, while functional, can feel heavy and slow when handling a large number of tickets. It's not always the fastest experience for agents. Customization also has limits; while Zendesk covers most use cases, very specific workflows sometimes require workarounds or custom apps. Review collected by and hosted on G2.com.

One of the things I like best about Zendesk Support Suite is how intuitive and easy it is to use, even for new team members. The interface is clean and well-organized, which makes it simple to manage multiple conversations across channels like email, chat, and social media all in one place. The ticketing system is especially powerful—it helps us stay on top of customer requests, assign them efficiently, and track their progress without anything slipping through the cracks.

I also appreciate the automation features and macros, which save us a lot of time when handling repetitive tasks or responding to common queries. Plus, the reporting and analytics tools give us valuable insights into our performance, helping us improve our response times and overall customer satisfaction. Review collected by and hosted on G2.com.

While Zendesk Support Suite is a robust and reliable platform, there are a few areas that could be improved. At times, the admin settings can feel a bit complex or unintuitive, especially when setting up advanced workflows or automation rules—it takes some time to fully understand and configure them correctly.

Additionally, the reporting dashboards, while useful, could offer more customization options without needing to upgrade or use external tools like Explore. Occasionally, we've also experienced minor delays or syncing issues when handling high volumes of tickets across multiple channels.

That said, most of these challenges are manageable, and Zendesk regularly updates the platform, so we’re hopeful these areas will continue to improve over time. Review collected by and hosted on G2.com.

Zendesk is great because it keeps all customer messages in one place, making it easy to stay organized. And I really like how simple it is to track tickets and reposdone to the customer quickly. I also like the interface; it is clean, which helps my team to stay productive throughout the day without getting confused. Review collected by and hosted on G2.com.

I noticed that the main downside is that some of the advanced settings can be hard to find and take time to learn. Also, if you want to add extra features or more users, the cost can start to get expensive for a smaller business. I also experience that sometimes reporting tools feel a bit limited unless you upgrade. Review collected by and hosted on G2.com.

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

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

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

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

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

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

Zendesk is user-friendly and consolidates all customer requests in a single location. Its automation features, macros, and ticket management tools enable teams to respond more quickly and maintain organization. Additionally, the reporting functions offer valuable insights into overall performance. Review collected by and hosted on G2.com.

Zendesk can become expensive as you add more features and users, and I find that some of the advanced settings are not particularly intuitive. Additionally, the reporting and customization options may seem restricted unless you opt for one of the higher-tier plans. Review collected by and hosted on G2.com.

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

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

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

It centralizes all customer conversations (email, chat, social, etc.) into one system with strong automation, making it faster and easier for agents to resolve issues consistently at scale. Review collected by and hosted on G2.com.

Zendesk’s biggest drawbacks are its complexity and cost: it can feel overwhelming to set up and manage, especially for smaller teams, and many advanced features like analytics, automation, or AI require higher-tier plans or add-ons, making it expensive as you scale. Review collected by and hosted on G2.com.