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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 (6864)
Non-Profit Organization Management
Great App Integrations, But a Confusing Navigation Experience
Reviewed on Aug 11, 2026
Review provided by G2
What do you like best about the product?
The ability to integrate other apps into the ticket.
What do you dislike about the product?
Not user interface friendly, meaning navigation can be confusing.
What problems is the product solving and how is that benefiting you?
This is our support system for our customers.
Rachel Q.
Strong choice for customer service software
Reviewed on Aug 11, 2026
Review provided by G2
What do you like best about the product?
The ability to customize macros and user flows has been instrumental in helping us standardize our support processes. The out-of-the-box dashboards have also been very helpful, allowing us to track industry-standard metrics without needing a significant amount of configuration. In addition, we really value the integrations with tools like Asana and Google Chat, since they make it easier for our teams to work across multiple applications smoothly.
What do you dislike about the product?
The constant sales push for Voice functionality felt disconnected from our actual requirements. Operationally, the inability to edit internal notes is a pain point, it forces our team to add repetitive follow-up notes, severely cluttering our ticket history.
What problems is the product solving and how is that benefiting you?
Zendesk gives us a single, central place to manage support across all our organizations, instead of juggling scattered inboxes. Automated views and categorization (Triage, Finance Admin Review, and priority levels) help route tickets to the right team quickly, and collision detection prevents multiple agents from working on the same ticket at the same time. SLA tracking and CSAT surveys also give us clear visibility into response times and customer satisfaction, which is currently at 100% on our Help Desk. Overall, the biggest benefit is more organized and accountable support at scale.
Retail
Zendesk
Reviewed on Aug 11, 2026
Review provided by G2
What do you like best about the product?
The ticketing system is great. The AI allows for easy transcriotion and note taking.
What do you dislike about the product?
The phone system is awful. It can take a couple of days for them to reply if you need help. That sucks.
What problems is the product solving and how is that benefiting you?
Solves workflow issues we had with orevious email ticketing systems.
Sibahle N.
Easy Multi-Channel Customer Communication with Zendesk
Reviewed on Aug 09, 2026
Review provided by G2
What do you like best about the product?
Using zendesk is helpful communicating with customers across different platforms like chat, voice or email. It’s so easy to switch from one to another
What do you dislike about the product?
I would say the bugs that would make the system crash at times
What problems is the product solving and how is that benefiting you?
Its solves the admin of using different types of applications to communicate with your customers
Naina Y.
Easy to Use and Keeps Customer Support Organized
Reviewed on Aug 07, 2026
Review provided by G2
What do you like best about the product?
What I like most about Zendesk is that it makes it easy to keep track of customer issues and conversations in one place. It saves time, keeps things organized, and helps our team respond to customers more quickly.
What do you dislike about the product?
I haven't experienced any major issues with Zendesk. With regular use, it becomes easier to navigate, but a simpler interface for some workflows could make the experience even better.
What problems is the product solving and how is that benefiting you?
Zendesk helps solve the problem of managing customer requests and keeping track of conversations in one place. It makes it easier for me to follow up on issues, work with my team, and respond to customers faster. Overall, it saves time, keeps things organized, and helps me provide better and more consistent support.
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.