--- title: "Zendesk Suite Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Zendesk Suite Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/164283/Zendesk/" page_type: "product" language: "en" publication_date: "2026-11-03" --- # Zendesk Suite Software Review 2026: Features, Integrations, Pros & Cons Last updated on November 3, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Zendesk Suite ## What is Zendesk Suite? Zendesk provides a modern, AI-powered help desk experience that saves time for customer support, IT, and HR teams through convenient automations and optimized workflows. Zendesk help desk ticketing software simplifies internal and external support, with 60% of customers seeing CSAT increase and 85% gaining better visibility after implementing Zendesk. Power up your support with software that alleviates common pain points by deflecting more tickets and speeding up resolution times. Choose the smart, scalable support solution. ## What is Zendesk Suite used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Live Chat](https://www.capterra.com/live-chat-software/) Recognitions Shortlist Overall rating Based on 4,111 user reviews Reviews sentiment Positive 89% Neutral 8% Negative 3% Pros & cons Comprehensive multi-channel client support Unified chat and ticket workflows Frequent technical and performance problems High and complex pricing structure Starting price $55 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - Customer Service / 2026 - Help Desk / 2026 - Knowledge Base / 2026 - Live Chat / 2026 - Community / 2025 - Contact Center / 2025 - Customer Engagement / 2025 - Customer Experience / 2025 - Customer Success / 2025 - Issue Tracking / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## Zendesk Suite alternatives Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (18,834)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.5 (2,216)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.2 (1,009)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/164283/Zendesk/alternatives/) ## FAQs about Zendesk Suite Overview ### What problems does Zendesk Suite solve? Zendesk Suite solves fragmented customer support workflows by consolidating email, chat, phone, social messages, and tickets into one queue with full interaction history. Automation, routing, macros, SLA tracking, and reporting reduce missed requests and manual follow-up. Customer service, IT help desk, operations, and sales-support teams benefit most. Answer based on 2106 reviews Overview ### Which roles and teams benefit most from Zendesk Suite? Zendesk Suite is most used by customer service, support, and customer success teams managing tickets, inquiries, and follow-up across channels. IT managers and software teams handle technical requests and incident communication, while operations, project, and account managers track service work. Executives and business owners monitor customer-service performance and team activity. Answer based on 3656 reviews Overview ### What company size and industries is Zendesk Suite built for? Zendesk Suite is for businesses of all sizes, with small businesses representing 66% of reviewers and Computer Software leading at 13%. It also serves midsize businesses (18%) and enterprises (16%) across IT services (11%), marketing and advertising (5%), retail, financial services, education, government, healthcare, and other sectors. Answer based on 4094 reviews Features and Usability ### What are the key features of Zendesk Suite? Zendesk Suite includes core ticket management for creating, assigning, prioritizing, and tracking customer requests, with internal notes and customizable views. It also offers email-to-ticket conversion, real-time consumer-facing chat, notifications and escalations, knowledge base management for self-service, and reporting/analytics for monitoring support performance. Answer based on 426 reviews Pricing ### How much does it cost and what fees or limitations are included? Zendesk Suite starts at $55 per user/month for Suite Team; Suite Growth costs 89 and Suite Professional 115 per user/month, while Enterprise pricing is not listed. A free trial is available. Reviewers report costs can rise as teams add agents, advanced features, or add-ons, and some find higher tiers expensive for smaller businesses. Answer based on 654 reviews Integrations ### Which third-party tools and platforms does Zendesk Suite integrate with? Zendesk Suite integrates with over 200 integrations, including Jira for issue tracking, Slack for notifications, Gmail and Microsoft Outlook for email, Shopify for commerce support, WhatsApp and Twitter/X for social messaging, and Zapier for connecting additional apps. Its catalog also includes platforms such as Salesforce Service Cloud and WordPress. Answer based on 611 reviews Getting Started and Support ### How easy is it to onboard and train a team on Zendesk Suite? Zendesk Suite offers in-person training, live online sessions, webinars, documentation, and videos. Reviewers report that agents, support staff, and nontechnical users learn basic ticketing quickly, often with minimal instruction. Administrators and teams configuring automations, integrations, analytics, or custom workflows generally need more time, practice, and structured training during initial setup. Answer based on 237 reviews Getting Started and Support ### What customer support options does Zendesk Suite offer, and how do users rate the experience? Zendesk Suite offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live representatives, and chat. Users often find its interface intuitive and report helpful, timely assistance, though experiences vary: some cite slow responses, difficulty reaching a human, and frustration with billing or configuration support. Answer based on 1784 reviews Security ### How does Zendesk Suite handle data security and access control? Zendesk Suite uses user roles, groups, permissions, user segments, and field-level access limits to control ticket and knowledge-base visibility. Reviewers also cite hierarchical and granular access controls, authentication options, encryption, and data backups. Limitations include restrictive or insufficiently fine-grained roles, limited segment logic, audit trails, and secure data-sharing options. Answer based on 50 reviews ## Who uses Zendesk Suite? Based on Capterra reviews from the past 2 years Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Comprehensive multi-channel client support 94% positive reviews out of 185 Reviewers appreciate client support for enabling fast, organized, and secure communication across various channels. Mohamed C. Lecturer, 1,001 - 5,000 employees. "Zendesk helps connect administrators, service providers to their clients without any barrier thanks to the huge number of integrations to solve problems faster. " Frequent technical and performance problems 61% negative reviews out of 503 Most users report bugs and issues cause slowdowns, crashes, downtime, and unreliable integrations, impacting productivity. Ashli H. Client Solutions Navigator, 51 - 200 employees. "Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues" Unified chat and ticket workflows 89% positive reviews out of 103 Most reviewers indicate chat and ticket management centralizes conversations, automates workflows, and improves response efficiency. Mauricio W. Senior Sales Executive at WhiteWater, Inc., 11 - 50 employees. "Zendesk makes it easy to efficiently centralize customer support and track conversations across multiple channels." High and complex pricing structure 53% negative reviews out of 408 Some reviewers find pricing costly, with extra charges for features, confusing tiers, and limited affordability for small teams. Matthew B. Operations Director, 1,001 - 5,000 employees. "The pricing structure can also become expensive as you scale, especially if you need premium features." Intuitive and accessible interface 91% positive reviews out of 95 Most reviewers describe user experience as straightforward, easy to learn, and accessible for all users. Cumbersome email handling and notifications 40% negative reviews out of 306 Some users comment email management is unintuitive, with limited customization, notification issues, and difficulties managing threads. Christine B. Pilates transformation expert, 2 - 10 employees. "Major issues with spam and junk email not being filtered out, while real customer emails get lost in the mix." ## Features AI summary Based on 5,135 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) Zendesk Suite supports all three of the features reviewers value most: **Ticket Management**, **Support Ticket Management**, and **Real-Time Notifications**. Together, these capabilities help businesses organize incoming requests, track support issues from start to finish, and keep teams updated as activity happens, allowing teams to respond faster and deliver more consistent customer service. Ticket Management 4.5 (590) 66.95% of 590 reviewers that rated this feature as important or highly important Zendesk Suite offers organized ticket tracking, assignment, and prioritization, letting you manage customer requests efficiently. Users think the system’s search, customizable views, and automation streamline workflows, while integration with tools like Jira and social channels improves collaboration and tracking. Support Ticket Management 4.5 (634) 62.93% of 634 reviewers that rated this feature as important or highly important This aspect helps you track, prioritize, and resolve support tickets efficiently with customizable workflows and integrations. Some reviewers find the system user-friendly, with macros and reporting, though a few mention limited client visibility and a desire for more built-in follow-up options. Real-Time Notifications 4.4 (346) 60.40% of 346 reviewers that rated this feature as important or highly important It gives you instant alerts for ticket updates, new messages, and customer interactions, helping you respond quickly. Reviewers indicate notifications via email, mobile, and integrations like Slack keep teams informed, though some mention minor delays or limited notification details in emails. Call Center Management 4.6 (200) 54.50% of 200 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Mobile Access 4.2 (199) 40.70% of 199 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Email Management 4.4 (390) 53.33% of 390 reviewers that rated this feature as important or highly important You benefit from centralized, organized email handling, automatic ticket creation, and easy sorting or labeling. Reviewers appreciate the intuitive interface, duplicate detection, and integration with chat, but some mention inbox view limits and challenges with CC’ing or managing many inboxes. Zendesk Suite 182 features ### All Features - Account Alerts: Informs of any account changes and notifications - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Archiving & Retention: Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Assignment Management: Assign issues and tasks based on availability or required skills - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Autoresponders: Create and automatically send premade copy in response to customer messages - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Batch Communications: Send messages, notifications, or documents to an entire customer base at the same time - Blended Call Center: A call center that both makes and receives calls - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Canned Responses: Shortcuts for inputting frequently used messages - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Case Management: Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process - Catalog Management: Create and manage digital catalog of products/services with their details, specifications, and price - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Churn Management: Identify customers at risk of migration and activate strategies to retain them - Client Management: Manage contact details and communication with clients - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Complaint Monitoring: Obtain, monitor, and review customer feedback/complaints relating to products and services to improve customer satisfaction - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contact Management: Manage, organize, and store contact information - Content Creation: The ability to create unique content - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Contract/License Management: Track, store, and access client contracts or licenses - Corrective and Preventive Actions (CAPA): Investigate and take action at root cause or error in processes to prevent recurring issues - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Engagement: Initiate interactions with customers by proactively starting conversations or providing informational content - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customer Management: Store and organize information about customers and previous interactions - Customer Portal: A website or login for customers to access information - Customer Segmentation: Process of dividing customers into groups based on common characteristics - Customer Social Profiles: Track customers' activities across social networks and maintain details about their demographics, preferences & more - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Decision Support: Tools that provide relevant information at specific times to support judgments and courses of action - Discussions/Forums: Online forums/groups where users can ask questions, share ideas, best practices, etc. - Document Storage: Store and organize documents in a centralized system - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Management: You benefit from centralized, organized email handling, automatic ticket creation, and easy sorting or labeling. Reviewers appreciate the intuitive interface, duplicate detection, and integration with chat, but some mention inbox view limits and challenges with CC’ing or managing many inboxes. - Email Templates: Pre-made examples and templates for emails - Email Tracking: Track delivered, received, and opened emails - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - Filtering: Find & retrieve relevant data or documents - For Insurance Industry: Intended to be used by insurers - For iPad Devices: Operate/access software on iPad Devices - For Startups: Primarily serving startup companies - Forms Management: Store, manage and track all forms in a centralized location - Full Text Search: Search for specific words or phrases within a document or database - Gamification: Games or game-like elements to track progress and reward accomplishments - Geotargeting: Geographic location of visitors determines behavior of the software - Group Management: Organize and edit a group of people's policy and members - Health Score: Calculate a company, client account or person's health via a scoring system - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - Interactive Content: Allow the audience to interact or engage with the content - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Scheduling: Schedule and assign issue completion dates and/or times - Issue Tracking: Record and follow the progress of every issue - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Lead Management: Store information about leads or contacts and track, manage and nurture them throughout the sales process - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Manual Dialer: Agents choose who to call and when - Mobile Access: Access software remotely via mobile devices - Mobile App: Access the system via a mobile application - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Data Collection: Collect information from multiple sources - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Language: Manage and support multiple languages - Negative Feedback Management: Identify, track, and respond to negative feedback - Offline Form: Form to collect visitor contact information when live chat isn't available - On-Demand Communications: Generate personalized communications upon request to meet customer needs - On-Demand Recording: Record the audio of phone conversations for quality assurance purposes - Onboarding: Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Predictive Analytics: Predict future data based on historical data sets - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Prioritization: Arrange tasks based on the level of priority or urgency - Proactive Chat: Copy on the page or chat window encouraging the user to engage with the chat option - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Projections: Estimate or forecast of a future scenario based on the study of present trends - Quality Assurance: Systematic evaluation of various aspects of a project or service to prevent defects or issues - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-time Consumer-facing Chat: With this capability, you can assist customers instantly, manage multiple chats, and use quick replies or bots to boost efficiency. Reviewers appreciate the real-time interaction, easy setup, live notifications, and file sharing, noting it enhances customer satisfaction and agent productivity. - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: It gives you instant alerts for ticket updates, new messages, and customer interactions, helping you respond quickly. Reviewers indicate notifications via email, mobile, and integrations like Slack keep teams informed, though some mention minor delays or limited notification details in emails. - Real-Time Updates: Receive system updates as soon as any changes are made - Recording: Record live video calls to play later - Recurring Issues: Set an issue to repeat - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Revenue Management: Monitor sales and make necessary adjustment in order to increase demand and revenue - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Routing: Plan daily routes to optimize employee scheduling and provide directions - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Sales Pipeline Management: Pipeline view and tracking lead status - Screen Sharing: Digitally share screen view with others - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Single Sign On: Allow users to access multiple services after entering their login credentials once - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Social Media Monitoring: Track activity on sites such as Facebook, Twitter, Instagram, etc. - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Support Ticket Management: This aspect helps you track, prioritize, and resolve support tickets efficiently with customizable workflows and integrations. Some reviewers find the system user-friendly, with macros and reporting, though a few mention limited client visibility and a desire for more built-in follow-up options. - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Task Management: Create, manage and track all task activities and progression - Template Management: Create, save, and re-purpose templates for emails, forms, etc. - Templates: Sample files or documents that could be customized as needed or used as is - Text Analysis: Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc - Text Editing: Edit text as needed - Text to Speech: Turns text into natural sounding speech - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Zendesk Suite offers organized ticket tracking, assignment, and prioritization, letting you manage customer requests efficiently. Users think the system’s search, customizable views, and automation streamline workflows, while integration with tools like Jira and social channels improves collaboration and tracking. - Transcripts/Chat History: View messages sent by both parties during the chat conversation - Transfers/Routing: Transfer queries and organize messages between agents - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - Usage Tracking/Analytics: Track and interpret metrics on the usage of company resources - Video Support: Supports various video file formats - Voice Mail: Computer-based system that allows users to send and receive voice messages - VoIP Connection: Place/receive calls through voice over IP connection - Web-based Deployment: SaaS, web-based, online deployment - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Win/Loss Analysis: Analyze lost and won opportunities - Workflow Management: Create, design and manage workflows for repetitive tasks - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.4 (3,494) 4.4 Based on 3,494 reviews ## Pricing Value for money 4.2 (2688) Free Trial [View pricing plan details](https://www.capterra.com/p/164283/Zendesk/pricing/) Suite Team $55.00 Per User,Per Month It includes: - AI-Powered Automated Answers up to 50 - Easy-to-Set up Automations and Workflows - Email - Email and Phone Support From the Zendesk Team - Industry-Leading Ticketing System - Messaging Across Web - Mobile and Social - Onboarding and Adoption Guidance - Online - Out-of-the-Box Reporting - Prebuilt 1000+ Apps and Integrations - Single Help Center - SMS and Live Chat Support - Standard Data and File Storage - Standard Rate Limit for Robust Apis - Unified Agent Workspace - Voice Suite Growth $89.00 Per User,Per Month It includes: - Advanced Rate Limit for Robust Apis - AI-Powered Automated Answers up to 100 - AI-Powered Knowledge Management - Customisable Ticket Layouts - Easy-to-Set up Automations and Workflows - Email - Email and Phone Support From the Zendesk Team - Industry-Leading Ticketing System - Intermediate Data and File Storage - Light Access Licenses up to 50 - Messaging Across Web - Mobile and Social - Multilingual Support and Content - Multiple Help Center - Onboarding and Adoption Guidance - Online - Out-of-the-Box Reporting - Prebuilt and Custom 1000+ Apps and Integrations - Self-Service Customer Portal - SLA Management - SMS and Live Chat Support - Unified Agent Workspace - Voice Suite Professional $115.00 Per User,Per Month It includes: - Advanced Rate Limit for Robust Apis - Advanced Voice Capabilities - AI-Powered Automated Answers up to 500 - AI-Powered Knowledge Management - Conversion Routing Based on Agent Skill - Customisable and Shareable Dashboards - Customisable Ticket Layouts - Data Location Options - Easy-to-Set up Automations and Workflows - Email - Email and Phone Support From the Zendesk Team - Events Connector for Amazon Web Services - HIPAA Compliance - Industry-Leading Ticketing System - Integrated Community Forums - Intermediate Data and File Storage - Light Access Licenses up to 100 - Messaging Across Web - Mobile and Social - Multilingual Support and Content - Multiple Help Center - Onboarding and Adoption Guidance - Online - Out-of-the-Box Reporting - Prebuilt and Custom 1000+ Apps and Integrations - Private Conversation Threads - Self-Service Customer Portal - SLA Management - SMS and Live Chat Support - Unified Agent Workspace - Voice Suite Enterprise Talk to Sales It includes: - Advanced Knowledge Management - Customisable Agent Workspaces - Customisable Branding for Web Conversions - Custom Team Roles and Permissions - Excellent Customer Support - Light Access Licenses for up to 1000 - Real-Time - Robust Apis - Sandbox Environment for Change Management - Shareable and Advanced Reporting and Analytics - AI-powered Content Cues Value for money 4.2 (2,688) 4.2 Based on 2,688 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Trello](https://www.capterra.com/p/211559/Trello/)[ Dropbox](https://www.capterra.com/p/143068/Dropbox-Business/)[ Microsoft Excel](https://www.capterra.com/p/176574/Excel/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ WhatsApp](https://www.capterra.com/p/180345/WhatsApp/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ WordPress](https://www.capterra.com/p/131687/WordPress/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.3 (2796) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.3 (2,796) 4.3 Based on 2,796 reviews ## User reviews Overall rating 4.4 Based on 4,111 reviews Filter by rating Counts reflect reviews available in this feed. 5(2274) 4(1391) 3(325) 2(67) 1(54) Mentioned topic Recent reviews first, then most helpful NA Nick A. Systems Administrator Used the software for: 1-3 years ### "Not bad overall, missing a number of modern features for the cost." 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 November 3, 2026 Overall not bad, not looking to replace any time soon unless they go through with promises of removing API tokens and breaking the only way to connect to Entra for account provisioning. We aren't a big company but the nature of the business has a high turnover rate so manual account provisioning/deprovisioning would be a huge hassle. Pros Ticket views are nice, help center especially with custom themes make for a very visually pleasing knowledge base for users. App builder has proven to enable features that should be native but are not by way of being able to create custom apps without needing to know how to code yourself. Cons Given features such as scheduling future tickets or ability to pull in user's managers from AD without a very specific custom app workaround process, the cost is a little high. There are several features Id expect to see in a modern system that it lacks. Creating parent/child tickets is not natively possible without addon apps, the layout builder isn't very flexible with how exactly fields can be arranged. Huge focus on AI is taking away from features like these that should be present already. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Technology Consultant Used the software for: 3-5 years ### "We stopped letting client tickets fall through the cracks during the handoff process." 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 November 2, 2026 It’s definitely worth it for a small shop where everyone wears multiple hats. We’re answering client questions faster now since the context is right there, and honestly, nothing gets lost when someone is out of the office. The setup was straightforward enough that I just handled it between projects. I’d recommend it to anyone doing client-facing tech work. Pros We had a real mess on our hands whenever clients emailed different people on the team about the same issue. Zendesk pulled everything into one thread, so whoever picked it up could see the whole history right there. Using macros saved us from constantly retyping the same deployment status updates, too. The email integration only took about ten minutes to set up, and after that, it just worked. Cons The mobile app feels a step behind the desktop version whenever you’re trying to check ticket details in a hurry. Reporting is another headache, it gets pretty cluttered if you just want something simple, like checking average response times by client, without having to build out custom views first. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Jess T. SSM Used the software for: 1-3 years ### "Zendesk review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 October 21, 2026 Pros We still use zendesk for IT ticket management and it is still very easy to use and navigate and submit new requests Cons communication through zen desk needs a bit of improvement. I tend to have them still sent to my spam folder Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Zainab I. Specialist Tutor Used the software for: 1-3 years ### "Zendesk is great in general" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 5, 2026 Overall has been smooth user experience with little to no hiccups at all great to use within the teams etc. Pros Really great integration, perfect work overall. Amazing desktop space easy to use and really great in general Cons n/a it overall has a great smooth user interface and really happy with it all. Amazing in general... Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Customer Support Lead Used the software for: 1-3 years ### "Zendesk Suite: Pretty solid support hub" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 27, 2026 I’ve been using Zendesk Suite for a while, and the automated ticket routing that assigns tickets to the right agent based on skill tags has saved me hours. It’s like having a smart dispatcher that drops the right ticket in the right queue, keeping my team on track. Pros The macro automation feature lets us stitch together ticket responses in a single click, cutting our response time dramatically, and the reporting dashboards give us clear visibility into agent workload. Cons The documentation could be clearer on the custom trigger syntax and the pricing tier for high ticket volumes feels a bit steep but the support team is usually helpful. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Estrella A. Software Engineer Used the software for: 1-3 years ### "Zendesk Suite streamlines technical escalations between support and engineering" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 21, 2026 Zendesk Suite offers solid Value for Money and general Ease of Use. Reliable Customer Support makes resolving incident escalations efficient across engineering. Pros Zendesk Suite features robust Jira integration and internal notes. Automated Message and Email routing streamlines technical escalation and improves cross-team Communication. Cons Initial webhooks Setup feels complex when connecting custom microservices, and configuring ticket trigger conditions requires careful testing to avoid loops. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Austin O. IT Support Engineer Used the software for: 1-3 years ### "Great choice for a ticketing system" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 17, 2026 It has been very positive. It has allowed us to communicate better, track tasks, and the reporting functionality is great too. Pros Zendesk has been very successful for us to deploy. We went from no ticketing system to Zendesk, and it has been great for us. Easy to use, easy to support, easy reporting, great tool. Cons Nothing comes to mind! I have ran into issues with the product but the support has been great, and we were able to get my issues resolved in a timely manner Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Program Manager Used the software for: 3-5 years ### "Good for Keeping Customer Requests Organized" 5.0 August 17, 2026 Pros I liked having customer messages and support requests organized in one place. It was easy to see who was handling a ticket, check previous conversations, and follow up without losing the context. Email notifications and ticket status updates were useful too. Cons The interface could feel a little busy, especially when there were a lot of tickets. Some settings and filters were not very obvious at first, so it took some time to get comfortable with everything. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Cortney K. Director of People Used the software for: Less than 1 year ### "Zendesk review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 6, 2026 We used zendesk as our customer service platform and really enjoyed the software. It has a lot of features that makes it helpful for agents. Pros Zendesk is super user friendly for our whole team. It has a simple user interface and the customer service is great! Cons We genuinely liked using zendesk and it was super wonderful for our customer service team to use to communicate with customers. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer AE and Technical manager Used the software for: 1-3 years ### "Tech support manager " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 3/10 August 3, 2026 Pros Quite intuitive and friendly to use and our company is using zendesk to track customer cases And it is adopted across multiple regions Cons Nothing really. It could be expanded to standard users rather than just technical support cases. For even general support requests Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. 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