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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 (6859)
Health, Wellness and Fitness
Zendesk has transformed how we support our franchisees.
Reviewed on Aug 07, 2026
Review provided by G2
What do you like best about the product?
The system is robust and offers multiple ways to provide support, which makes it flexible for different needs and situations. We especially like the new AI implementation that helps us build out third party integrations, improving response performance.
What do you dislike about the product?
It can be challenging to understand how the many different features and functions fit together to form a fully realized support structure for users, especially when changes to UI are introduced so frequently.
What problems is the product solving and how is that benefiting you?
It allows us to keep track of user requests and issues, while also building out a proper Content database so that our users can self-serve and truly reach out with urgent or important issues that they cannot resolve themselves.
Information Technology and Services
Experienced user of Support, chat, talk, AI Agents and Admin center.
Reviewed on Aug 06, 2026
Review provided by G2
What do you like best about the product?
Ability to monitor and manage tickets from the mobile app. Integration with Claude Code via MCP for article creation, Trigger setup and Admin Center tasks.
What do you dislike about the product?
Hard to keep up with all of the new AI features. Challenging to go from a basic setup using email, chat and talk to knowing what automations, AI tools or integrations to use and how to use them. Finding use cases for things like App Builder, external connectors, action builder, etc. and how that can be used for a small team running a SAS startup. Seems like most use cases or most features are best suited to simple, e-commerce retail or service industry.
What problems is the product solving and how is that benefiting you?
Self-service opportunities although keeping articles up to date and automating that is a challenge.
Retail
A great solution for an all in 1 customer service platform
Reviewed on Aug 05, 2026
Review provided by G2
What do you like best about the product?
We really like being able to have customer and internal enquiries from all of our channels in the one spot, so our agents only need to work from Zendesk. We have emails, Whatsapp conversations, form responses, Google reviews and Facebook DM's all in the one spot.
What do you dislike about the product?
There are some limitations on customisation.
What problems is the product solving and how is that benefiting you?
It solves the problem of having our agents move between multiple platform, resulting in efficiency gains.
Computer Software
Customer Service in a neat little package
Reviewed on Jul 31, 2026
Review provided by G2
What do you like best about the product?
I believe Zendesk offers a strong customer service package for organisations that are starting to set up a customer service portal, and it also makes it easy for users to build on and expand it over time.
What do you dislike about the product?
As a technical user, I was able to adjust the knowledge base and the AI agent setup pretty easily on my own. However, I can see how getting started might feel a bit daunting for non-technical users or admins.
What problems is the product solving and how is that benefiting you?
It allows us to host a versioned knowledge base for our software, provide self-service help for our end users, and offer a helpdesk for cases where they need agent assistance.
Irfan M.
Title: Flexible, Powerful, and Easy to Customize for Customer Support
Reviewed on Jul 31, 2026
Review provided by G2
What do you like best about the product?
What I like best about Zendesk is how customizable it is. It allows you to create your own workflows, ticket views, and automations to match your team's processes. The custom reporting features also make it easy to track performance and gain insights into support operations. This flexibility helps streamline day to day support and makes it easier to manage customer conversations efficiently.
What do you dislike about the product?
One downside is that some of the more advanced features, such as creating workflows, automations, and other custom configurations, can be a bit complex for non technical users. There is a learning curve, and it may take some time to understand how everything works. However, once you become familiar with the platform, the flexibility and customization options make the effort worthwhile.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage customer inquiries in one place, automate repetitive tasks, and track support performance. This has improved our response times, made collaboration easier, and helped us provide a better customer experience.
Sifiso D.
Well-Organized Platform That Makes Customer Contacting Easy
Reviewed on Jul 31, 2026
Review provided by G2
What do you like best about the product?
It makes contacting customers more accessible, and creates a well organised platform.
What do you dislike about the product?
We can't edit messages in case we did a typo.
What problems is the product solving and how is that benefiting you?
Its a very organised ecosystem which creates time management for solving tickets
Sibusiso S.
Simultaneous Access to Multiple Tickets Makes Support Smoother
Reviewed on Jul 30, 2026
Review provided by G2
What do you like best about the product?
Allows our support team to have simultaneous access to multiple tickets at the same time.
What do you dislike about the product?
At this stage, I have witnessed any glitches or time consuming challenges with Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has solved the problem of customers sending emails, and then having to wait for a response from an individual support agent. This has helped our team to be able to see individual-addressed messages, and then reply to the messages on the "absent" individual's behalf.
Retail
Intuitive system with good reporting options
Reviewed on Jul 30, 2026
Review provided by G2
What do you like best about the product?
I like the ability to set up various views and inboxes. Macro's, forms and tags are also super helpful to us. The reporting functionality is great for us to report on performance, sentiment and enquiry type to the wider team.
What do you dislike about the product?
Customer service - it feel very robotic, I often ask for a question just to be sent a link to an article. I prefer a more personal help option.
What problems is the product solving and how is that benefiting you?
Helping to automate responses and build up our knowledge database.
Transportation/Trucking/Railroad
Customer Support
Reviewed on Jul 29, 2026
Review provided by G2
What do you like best about the product?
We use Zendesk for the customer support team and it has great features to keep track of all of our customer tickets.
What do you dislike about the product?
Integration to our data warehouses could be better, ticket body goes through our ELT tool just fine but we have to go through a manual process to backup all the attachments.
What problems is the product solving and how is that benefiting you?
Unifying all channels (phone, email, automated through our app), ticket assignment for agents. With these we have a good idea for the number of tickets we receive in total across all channels as well as who takes care of them.
Chris W.
Easy to Use with Key Information at Your Fingertips
Reviewed on Jul 29, 2026
Review provided by G2
What do you like best about the product?
It’s easy to use, and all the required information is right at my fingertips.
What do you dislike about the product?
It could integrate more policy information, and it would be helpful if leaving notes were easier.
What problems is the product solving and how is that benefiting you?
It’s been a real benefit for me because when customers call in, I can just click a button and most of their information shows up right away.