Zendesk for Employee Service Reviews & Product Details

What I like best about Zendesk for Employee Service is how it brings structure and visibility to internal support. It makes it easy to manage employee requests in one place, prioritize what matters most, and ensure nothing falls through the cracks. The interface is intuitive, so teams can adopt it quickly without a steep learning curve, and the automation features help reduce manual work and speed up response times. Overall, it creates a more organized and efficient experience for both the support team and employees. Review collected by and hosted on G2.com.

One downside is that Zendesk can feel a bit complex to configure and fully optimize, especially for internal employee service use cases that differ from traditional customer support. Review collected by and hosted on G2.com.

Zendesk is easy to use, from setting up triggers to being able to see exactly how they were triggered within tickets. Every feature Zendesk has to offer is easy to access right from the start page. It’s also easy to collaborate in tickets, since you can see which tickets other technicians are browsing. Having different groups makes it simple to sort and organize tickets. Review collected by and hosted on G2.com.

Zendesk is a solid tool, but at times it feels overly basic, with essential functionality locked behind paid marketplace apps. Features that should be standard, like setting up tasks within a ticket, often require additional subscriptions.

For example, only tickets marked as “Tasks” can be reopened at a later date. To work around this limitation for “on-hold” tickets, we had to build our own solution using their API. While there are marketplace apps that solve this, they come at an extra cost.

Using the API to create tickets has worked well for us technically, but it negatively impacts analytics. You either have to create the API key on an existing agent or pay for an additional license just to have a dedicated API user. An API user should reasonably be included at no extra cost if you already have at least one license.

Analytics in general feel unnecessarily restricted. Without paying for another agent license, reporting becomes unreliable, and it’s disappointing that custom reports are only available in the most expensive tier. Additionally we have not managed to pull analytics data via their API.

Zendesk Guide is another mixed experience. While it works well in principle, many of the features that make content organization manageable are locked behind higher-tier plans. This makes it harder to recommend as a knowledge base solution. On top of that, you’re limited to a single theme unless you pay extra.

The IT Asset Management capabilities also lack some very basic features. Asset IDs are long, random strings instead of simple incremental numbers, and more importantly, you can’t link tickets to assets. Given that tickets are Zendesk’s core functionality, this feels like a major oversight. Being able to connect tickets to assets would provide a clear and useful asset history.

Overall, Zendesk is a good tool—but with so many alternatives available, it’s hard to consider it the best or most cost-effective option. Review collected by and hosted on G2.com.

The best thing about Zendesk is the perfect balance between advanced functionality and user-friendliness. Even though the platform offers a wide range of features and integrations, the interface never feels overwhelming. It is intuitive to administrate, making it fast to set up and adjust workflows without needing to be a technical expert. Review collected by and hosted on G2.com.

The pricing structure can be a bit opaque when adding various add-ons, which can make it a costly solution for smaller organizations. Additionally, the reporting module (Explore) has a bit of a steep learning curve if you want to build highly complex, custom dashboards from scratch. Review collected by and hosted on G2.com.

"The visibility across departments is the best part. When a new hire starts, HR and IT can see exactly where the other stands in the onboarding process, ensuring nothing falls through the cracks Review collected by and hosted on G2.com.

The biggest drawback is the high cost and complexity, as per-agent pricing makes it expensive for internal teams, and it lacks the deep specialized features found in dedicated HR or IT Service Management (ITSM) tools Review collected by and hosted on G2.com.

The best part of Zendesk for Employee Service is how it centralizes all internal requests into a single place. It significantly reduces the time our IT teams spend on manual sorting, enabling them to resolve complex issues faster while maintaining a clear audit trail. Review collected by and hosted on G2.com.

To be honest, I haven't found many major downsides yet. Review collected by and hosted on G2.com.

I like the omnichannel routing and the ability to distribute the work based on idle time. Review collected by and hosted on G2.com.

The support I’ve received from Zendesk hasn’t been great. Responses are slow, and it often feels like the process is being handled by someone who doesn’t understand the business or the product’s intricacies. Review collected by and hosted on G2.com.

Zendesk's best feature is its ability to quickly search and categorize tickets. Review collected by and hosted on G2.com.

The main two issues are:

1. The implementation of the new reporting system "Explore" is poorly done. Clicking on the reporting button from within Zendesk takes you to a page telling you to then open Explore, rather than taking you directly to the new system. Additionally, the report building tools are not easy to use and don't update quickly.

2. The ability to send messages regarding a ticket to third parties (such as to a software vendor) are extremely limited. The only option is to utilize side conversations, which is not its intended use. Review collected by and hosted on G2.com.

We use Zendesk for our internal IT Ticketing system. This platform is easy to use, set up, and interface with. There are multiple ways to send in tickets and create simple flows that are able to speed up our response and replies to tickets for our end users. Review collected by and hosted on G2.com.

I have not found anything that I dislike about Zendesk at this time. Review collected by and hosted on G2.com.

The UI is very easy to use, especially for somebody like me who doesn’t like a complex interface. Review collected by and hosted on G2.com.

I would say it’s the way some of the employee pages look. I wish we could customize our own pages so we can choose what we want to see and what we don’t want to see. Review collected by and hosted on G2.com.

It is easy to use and operate. It’s user-friendly, and I find it quite easy to handle and configure. Review collected by and hosted on G2.com.

The branding and form handling could be a bit better, and it would be easier if the editing process were more straightforward. Review collected by and hosted on G2.com.