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Zendesk Suite
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn about Zendesk at www.zendesk.com.
Reviews (6921)
Jake M.
Zendesk Streamlines High-Volume Support with Powerful Automation and Reporting
Reviewed on Sep 13, 2026
Review provided by G2
What do you like best about the product?
Zendesk makes it straightforward to manage a high volume of player support tickets. Its automation, organization tools, and reporting features help our team respond more quickly, stay on top of requests, and ultimately keep players happy.
What do you dislike about the product?
The platform can take a while to learn and set up, especially if you’re trying to build more advanced workflows. Pricing can also start to add up as the team grows.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage a high volume of player support requests in one place. It keeps our team organized, helps us respond faster, and makes it easier to deliver a consistent experience for players across every interaction.
Jacob H.
Reliable Support Management for Gaming Teams
Reviewed on Sep 13, 2026
Review provided by G2
What do you like best about the product?
What I like most is the ticket organization. It helps our team keep player requests neatly organized, track conversations in one place, and respond quickly and efficiently.
What do you dislike about the product?
Some of the more advanced features can take a while to set up, and the reporting tools could be more intuitive and easier to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage player requests in one place, which makes it much easier to track issues, follow up consistently, and respond quickly. As a result, our support team stays organized, and the overall player experience improves.
Information Technology and Services
Quick Response Times When We Need Help
Reviewed on Sep 12, 2026
Review provided by G2
What do you like best about the product?
Quick response times when we run into issues with our instance. It works great using zapier and other 3rd party tools for integration
What do you dislike about the product?
There are times when we have had a specific feature that we requested and they tell us its "on the roadmap" however most of those features never came to be, requiring us to purchase 3rd party tooling and increase our billing monthly.
What problems is the product solving and how is that benefiting you?
Ticket management for our customers. It is beneficial for group replies, macro utilization, and overall functionality. We have only seen this product go down fully one time in the last 7 years.
Daniel C.
Nobody has to ask me what happened to a ticket anymore
Reviewed on Sep 11, 2026
Review provided by G2
What do you like best about the product?
I mainly use Zendesk to keep track of customer requests that take more than one reply to fix. I can leave the ticket with the full conversation, add a note for the next person, and move on without sending them a separate message. The views are probably the feature I use most because I can open Zendesk in the morning and immediately see what is still sitting with me.
What do you dislike about the product?
I had to spend some time cleaning up the setup. We created too many ticket types and tags at first, and people kept choosing different ones for the same kind of problem. Once we cut it down, it stopped being confusing.
What problems is the product solving and how is that benefiting you?
What I like is that I don't have to remember where a conversation was last left. Everything is on the ticket. A customer can reply two days later and I can see the earlier messages straight away. It is also useful when someone else takes over a ticket because they can read the history instead of coming back to me for the background.
Gambling & Casinos
Solid Experience for Chat, Tickets, and Customer Notifications
Reviewed on Sep 11, 2026
Review provided by G2
What do you like best about the product?
Overall, the experience has been solid, especially when it comes to chat, tickets, and customer notifications.
What do you dislike about the product?
Messaging does not work in case of multibranding. We cannot identify shared end-users across brands
What problems is the product solving and how is that benefiting you?
Customers can easily reach us. Chat, mail, also AI agents are sorting tickets.
Robert P.
Customer service agent that uses ZD for analytics and tracking.
Reviewed on Sep 10, 2026
Review provided by G2
What do you like best about the product?
The best feature about ZD is that it helps track analytics for tickets, response times, high touch and helps keep track of multiple threads pertaining the same trip.
What do you dislike about the product?
You constantly have to refresh the home screen as new tickets come in. I feel it should auto update every 30 seconds or so.
What problems is the product solving and how is that benefiting you?
Its allowing all of my team to work out of one central inbox. While still separating who is working on what.
Information Technology and Services
Great software for service and support!
Reviewed on Sep 10, 2026
Review provided by G2
What do you like best about the product?
Ease of use when interacting with customers. Editing messages is a breeze. Love being able to respond from my email when logging in isn't convenient. Interface is well done and easy to navigate and customize.
What do you dislike about the product?
Attachments could easier to view/preview
What problems is the product solving and how is that benefiting you?
All of our SaaS Support runs through Zendesk and I've loved being able to use it to respond to customer issues and provide resolution to their problems.
Max D.
Great Support Software
Reviewed on Sep 09, 2026
Review provided by G2
What do you like best about the product?
ZenDesk easily allows us to consolidate all support requests into one place, and delegate responsibilities. It has streamlined support and expedited responses to a degree that was not possible or manageable prior to implementing Zendesk
What do you dislike about the product?
Nothing! It has matched all expectations
What problems is the product solving and how is that benefiting you?
We had no organization on support requests across 30 properties, and now they are all consolidating into one place, and being assisted in an expedited manner
Manufacturing
Highly Customizable Platform with a Standout Co-Pilot AI
Reviewed on Sep 09, 2026
Review provided by G2
What do you like best about the product?
I appreciate how customizable the platform is. While some integrations may come with an added cost, it can almost always work with whatever connection you need. I also really value the co-pilot AI for both agents and admins.
What do you dislike about the product?
It can sometimes be a larger learning curve than expected.
What problems is the product solving and how is that benefiting you?
Dissolving silos in my company has been the number one benefit. It also helps refine the data we collect by guiding agents through forms that weren’t customizable in our last program. The CoPilot will certainly support the onboarding of new agents as well.
Leisure, Travel & Tourism
Powerful, Customizable Ticketing—But Specific Feature Requests Need Love
Reviewed on Sep 08, 2026
Review provided by G2
What do you like best about the product?
It has most all of the features I'd want in a ticketing system and is super customizable. My team is very well organized with it, and we've changed our setup multiple times over the years to prioritize different kinds of tickets and rearrange groups of agents. I have used some other help desks and they do not have all the features I want (custom fields, views, groups, triggers, automations, contact forms have historically been heavily used by our team).
What do you dislike about the product?
Some features do not work how you'd expect them to, and you can see in the community post for the feature request that so many other admins want the same improvements. But there is very little hope that Zendesk will ever make these changes. Some posts are many many years old and various PMs comment from time to time, sometimes it even sounds like projects are underway, but then the change is never made. Ex: automation where tickets can be deleted, ability to customize/remove a signature for messages sent via SMS, little things and big things that do impact how people want to use Zendesk.
What problems is the product solving and how is that benefiting you?
Making sure our customer questions and issues are taken care of.