# Page 11 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 11 - Is Zendesk Suite the right Help Desk solution for you? Explore 4071 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/164283/Zendesk/reviews --- Zendesk Suite 4.4 (4071) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 15th, 2026 # Page 11 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 251-275 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DS Djordje S. Client Manager Information Technology and Services Used the software for: 2+ years ### "Zendesk - Feel Zen about Supporting Your Products" May 20, 2022 4.0 With Zendesk, we centralised our ticket management and enabled a steady inflow of new tasks coming from our clients and managers before they head the development portion of the team. Pros Ticket management resolves the biggest problem most companies have post-launch - ticket maintenance and keeping track of what you have done / resolved. It can be tied directly to another applications for task management (like Jira) that will help translate the support into development. The variety of fields, labels, customized inputs and pattern forms make ticket-making for the end user really simple. Cons The least favorite thing about Zendesk is the limitations of basic plans , you will not be able to customize the application or invite many people to cooperate. Also, the Rich-text editor can be wonky at times. Reason for choosing Zendesk Suite There was no real alternative - not one application has the same reach, or abilities of Zendesk. Review Source VR Verified Reviewer sr software engineer-III Computer Software Used the software for: 2+ years ### "Zendesk the best supporting application" October 27, 2022 5.0 It's a great working on zendesk suite as we can easily connect with our customer and customer can easily find us in case they really need us urgently. Pros We can connect with our customers and customers can also find us immediately when they are in real down system situation. So for us customers system should be up all the time and they can reach us anytime for us to be a successful company Cons There is nothing which is of least use. as far as technical member is concerned we hardly fetches any reports and that is Management work.. Review Source DZ Danial Z. KYC Agent Financial Services Used the software for: 1-2 years ### "Zendesk - Are there even other Customer Ticket Management Services Out There?" July 31, 2022 4.0 Pros It is my first software used for customer service management/contact. I do not know if there are others out there that are more expensive or cheaper or more reliable to use etc. so it is a tad difficult to say what I like or dislike as comparisons are not available to me. I do like the clean interface. Cons Following a ticket is the only way to be able to follow a specific request and then again if you're working on a 100 tickets a day, it'll get hard to track if the only way to get updates is to follow a ticket. All you have is that this ticket number has an update to go on. Most won't remember which ticket just got updated until they go into it. I also wished there was a night mode function. Review Source Andrew K. Chief Executive Officer Computer Software Used the software for: 2+ years ### "Great System for Support Ticket Management" November 6, 2023 4.0 Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes. Pros Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow. Cons Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents. Reason for choosing Zendesk Suite This software was recommended by an employee based on their previous experience with the service. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Jira charged for every single user and was much too expensive. Review Source GS Govindraj S. Head of Support Hospitality Used the software for: 2+ years ### "Productivity and Efficient Support tool" November 10, 2020 5.0 We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software Pros The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well. Cons Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced. Reason for choosing Zendesk Suite Because Zendesk has a very good chat features and a unified communication system. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Because Salesforce Service cloud is much complex and doesn't come with a out of box configuration. We always have to depend on a consultant and from a cost and quality perceptive it didn't meet our expectation. Review Source AS Antonella S. Project manager Apparel & Fashion Used the software for: I used a free trial ### "integrazione in un unico prodotto" February 5, 2023 5.0 Zendesk Suite è una piattaforma di supporto clienti completa che offre molte funzionalità, tra cui ticketing, chat, conoscenza base, analytics e automazione. Queste funzionalità aiutano le aziende a fornire un supporto efficiente e personalizzato ai clienti. Zendesk offre anche molte opzioni di personalizzazione e integrazione con altre app e servizi.Tuttavia, Zendesk Suite può essere costoso e complesso da configurare e utilizzare per alcune aziende e potrebbe avere limitazioni nella personalizzazione e nell'integrazione. Inoltre, l'interfaccia utente potrebbe non essere intuitiva per alcuni utenti.In generale, Zendesk Suite è una soluzione potente e completa per le aziende che cercano di fornire un supporto clienti di alta qualità, ma è importante considerare i propri requisiti e valutare se soddisfa le proprie esigenze. Pros Zendesk Suite offre molte caratteristiche positive per le aziende che cercano di fornire un supporto eccellente ai clienti, alcune delle quali includono:Integrazione: Zendesk Suite offre un'ampia gamma di integrazioni con altre app e servizi che aiutano le aziende a automatizzare i processi e migliorare la produttività.Personalizzazione: Zendesk offre molte opzioni per personalizzare il look e la funzionalità della propria piattaforma di supporto, tra cui la possibilità di creare moduli personalizzati e di integrare il proprio logo e i propri colori.Analisi e reportistica: Zendesk fornisce una vasta quantità di dati e analisi sulle prestazioni del supporto clienti, inclusi i tempi di risposta, i tassi di risoluzione e molto altro, che aiutano le aziende a comprendere meglio come stanno gestendo il supporto clienti.Accessibilità: Zendesk è accessibile da qualsiasi dispositivo con una connessione a internet, il che significa che le aziende possono fornire supporto ovunque, in qualsiasi momento. Cons Come ogni piattaforma, anche Zendesk Suite ha alcuni aspetti negativi che vale la pena menzionare:Complexity: Zendesk Suite può essere complesso da configurare e utilizzare, specialmente per coloro che non hanno esperienza con le piattaforme di supporto clienti.Customization limitations: Mentre Zendesk offre molte opzioni per la personalizzazione, ci sono ancora limiti a ciò che è possibile personalizzare, specialmente nella versione gratuita.Integrazione: Anche se Zendesk offre molte integrazioni, alcune aziende potrebbero trovare che le integrazioni desiderate non sono disponibili.User interface: Alcuni utenti potrebbero trovare che l'interfaccia utente di Zendesk non sia intuitiva o facile da usare. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) Reason for choosing Zendesk Suite Zendesk Suite è una piattaforma di supporto clienti completa che offre molte funzionalità, tra cui ticketing, chat, conoscenza base, analytics e automazione. Help Scout, d'altra parte, è una piattaforma di supporto clienti più semplice e incentrata sulla customer experience che si concentra sulle conversazioni con i clienti.Entrambi i prodotti hanno i loro pro e contro e la scelta dipenderà dalle tue esigenze specifiche. Ad esempio, se stai cercando una piattaforma completa che offra molte funzionalità, Zendesk Suite potrebbe essere la scelta migliore. Se stai cercando una piattaforma più semplice che si concentri sulle conversazioni con i clienti, Help Scout potrebbe essere una scelta più adatta. Review Source AE Alaa E. Technical Outsourcing Specialist Information Technology and Services Used the software for: 2+ years ### "Best applications for managing the process of responding to customer requests and inquiries." July 25, 2022 5.0 Zendesk provided us with great flexibility to deal with customer requests and inquiries, and enabled us to increase the speed of response as well as enable us to document all procedures automatically, and the reports it provides to us are comprehensive and we can always take advantage of them to develop our operations. Pros Zendesk is a great and organized space, with its features, the staff can organize everything related to customer tickets and inquiries, as well as live chat with them, self-service features, and also accurate documentation of all actions. I love how Zendesk's high-quality automation enables us to automatically track incoming tickets from customers and how we can customize an autoresponder to respond to them and also quickly distribute them to the responsible team member. I also like how all those times, the procedures that took place and the extent of customer satisfaction with the speed of response are documented within records, through which we can measure the ability of team members to respond quickly as well as the extent of customer satisfaction with that. I also like how easy it is to customize Zendesk in different languages ​​so that we can give the customer the space to choose the language that suits them and how easy it is to use it to answer customer inquiries and requests via SMS so we can expand our operations. Cons I haven't experienced any negative functionality with Zendesk, the user interface design is amazing, all the tools and tickets are easy to access, and the way tickets are coded is innovative and simplifies for the client as well as team members to easily follow. Review Source VA Verna A. Habilitation training specialist Mental Health Care Used the software for: 1-2 years ### "Zendesk helps you work smarter " September 10, 2022 5.0 I didn't have a lot of problems with it is very very easy to navigate. Pros Zendesk is a great help desk and it has many features it it's streamlines our job it has many features and a great cloud application.. send us help is really well suited and very helpful for line of business. Cons Well honestly I thought there's it was expensive that's the one call about it it's way expensive. Review Source Kelvin M. Recruiter Telecommunications Used the software for: 2+ years ### "The first choice when it comes to Helpdesks! " February 18, 2023 5.0 An amazing experience for sure. I started off with this helpdesk and immediately grasped how to use it to my advantage. I was able to check the team's overall performance at a glance using the Reporting feature. We could set up responses for common scenarios which made the agents' life a bit easier and improved output. Pros You can customize the views to suit the kind of tickets that come into the account. You can get a detailed representation of each agent's output during the month. You can customize its appearance to best suit your brand and needs. You can set up a variety of pre-conceived responses called macros to aid the agents in responding to common queries and issues within the account. You can set up a call centre using this helpdesk.You can make internal notes to the team using this helpdesk, this is often important during drafting training. It is easy to train agents on how to use this software. Cons It is a bit pricey. The software has had the same look for a while now which, after a while, starts being monotonous. Review Source JH Johnny H. Software Support Specialist Financial Services Used the software for: 2+ years ### "Zendesk is really good!" August 18, 2022 5.0 Very satisfied, it works well to allow teams to come together and solve tickets. Pros It’s easy to manage tickets and keeps everything easy to find. Internal notes can be left on each ticket as a sticky not for coworkers. Customers cant see these. Cons Creating macros could be easier, but it’s no dealbreaker. Review Source GK Geoffrey K. manager Marketing and Advertising Used the software for: 2+ years ### "Zendesk the Best software" July 30, 2022 4.0 My experience with Zendesk was great! The customer service was excellent and they were able to help me with any questions I had. The process was easy and user-friendly. I would definitely recommend Zendesk to others. Pros I liked how easy it was to use Zendesk software. I've used other customer service software before and Zendesk was by far the easiest to use and navigate. I also liked how Zendesk had a lot of features that other customer service software didn't have. Overall, I was really pleased with Zendesk and would recommend it to anyone looking for customer service software. Cons One downside to Zendesk is that it can be difficult to customize to fit your specific needs. While the software is fairly user-friendly, there are not a lot of options for changing the look and feel to match your brand. This can be frustrating for companies who want their customer service to have a consistent look and feel with the rest of their online presence. Review Source LHV Luis Hernan V. support engineer Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "Good application with everything necessary for proper customer service" June 1, 2023 4.0 Once you get past the initial learning curve, it's a great app. Since we started using it, we have more control with our clients and all our tickets can be resolved. Pros The way it allows me to prioritize tickets and assign them to my agents gives me full visibility into the issues and who is solving them.For me it is important to be able to know what problems are the most frequent in the company, as well as to know how my agents interact with clients. Cons At first it can be confusing to use and the options could be more explanatory. Review Source SpE Sans prenom E. Ceo Internet Used the software for: 6-12 months ### "Zendesk is the best " July 12, 2022 4.0 Zendesk allowed me to follow the evolution of my business, and to learn how to quickly manage my requests, tickets... Pros Zendesk has allowed me to better track customers and analyze performance through insights that allow me to understand what needs to be improved. Cons What I liked least is sometimes not possible to reach them all the time thanks to their telephone assistance. Sometimes impossible to request an email code. Alternatives considered [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite Because zendesk is currently the best software in terms of efficiency. Review Source JW James W. Business Transformation Manager Information Technology and Services Used the software for: 2+ years ### "Backbone of our Support & PS Teams" February 1, 2023 4.0 The time savings across departments are massive, and it has allowed us to have a much more joined up and structure approach across our business. It has also dramatically improved the service we can support our clients with, due to better prioritization, visibility and workflows applied to tickets. Pros Triggers and custom fields with the addition of webhooks and the API/Zapier have meant we have been able to join up our departments and control really carefully how tickets can go from sale to implementation to invoicing. This is on top of all of the out the box support features we can leverage for our customers when they have an issue. Cons Some gaps in the API, or long turnaround time on some requested features being released. The reporting is clunky and we have worked around that by using webhooks to get the data out into a different product where we can easily query via ODBC or in Excel. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Zendesk Suite Rooted in the support space as their main area of expertise. Review Source Ricardo A. Ecommerce Director Retail Used the software for: 2+ years ### "It expensive, buy it handles its core business well" July 15, 2021 5.0 The tool does what it states well. I would recommend starting small and not getting bedazzled by the different packaged they handle. Pros Email ticketing is great, with a lot of room for macros, automation, triggers and routing to optimize answers. Cons The support team to actually make us USE the tool was horrible. We wanted guidance into optimization and setup of the tool. We later found out that to actually grow in the use of to tool was to steep in price. Review Source JMA Jomaica Marie A. Technical Support II Health, Wellness and Fitness Used the software for: Less than 6 months ### "Zendesk for All of Us" July 2, 2023 5.0 Overall, it is very good. I was able to organize all my ticket by creating my own views and I was able to call the staff from different countries efficiently. Connection is almost smooth depending on your internet connection. You can call them via their phone or cellular phone. Pros I like that calls are being recorded. Managers and the quality team can review each call and help employees under them improve by pinpointing the wrong thing that they did. You'll know the results of the surveys and you'll be able to review why they gave the survey by reading given comments as well. Cons There are little glitches sometimes. It will show you that the call recording is 4 hours, even though it is just for 4 minutes. Review Source VR Verified Reviewer Client support Consumer Services Used the software for: 6-12 months ### "Exceptional in support ticket management" September 23, 2023 5.0 I have had experience with Zendesk both as someone who opens support tickets, and the one who responds to them, and now as a frequent user of the application, I understand how precise the work goes into support management and how incredibly the platform helps the workflow of its users. Pros I really like that you can alter work items in order of priority, as it helps myself and my team split our work into our respective departments. The FAQ feature has made our work much easier as guides are already provided and only important queries are sent to the support team. This software is user friendly and it provides enough training material to get you started on the platform. Overall great job! Cons Even though Zendesk is an incredible software I believe it would be more helpful to make the customization a little easier to manoeuvre around to increase work flow, so things can become manual if you don't have the time or technical abilities to workaround and fully utilize the platform. Review Source DO Danielle O. Senior Support & Product Specialist Computer Software Used the software for: 6-12 months ### "Cost More While Providing Less Than Competitors" September 8, 2022 3.0 For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where. Pros I had a good laugh when they advised me to use Google search instead of their own search tool. Cons The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags. Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) I switched from Kayako Classic because a company we acquired was already using Zendesk and we were led to believe we would have assistance, internally and from Zendesk support, in implementing and learning the system. We already went over budget and couldn't afford the outrageous training costs or costs of add-ons that we were told would be included. I have since switched to Freshdesk and i love it!! Highly recommend Freshdesk over this garbage!! Review Source VR Verified Reviewer Key account manager E-Learning Used the software for: 1-2 years ### "Zendesk pros and cons " July 7, 2023 5.0 Over all the experience is very good , but some improvement can be done by the team Pros The most I loved about Zendesk is that it is user friendly and realtime resolution can be provided to the customer. Cons The least is there leads management as sometime the leads that are added in the system doesn't show up Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite Because of it's real time chat option which was most important for my compnay Review Source VR Verified Reviewer Trainer Information Technology and Services Used the software for: 2+ years ### "True review of Zendesk " October 5, 2022 5.0 There are several fantastic time features, like tags, macros, and triggers. I used the Zendesk API extensively in my reporting and found it to be very user-friendly. Overall, Zendesk is a solid product! Pros Since I've been using it for a few years, I think Zendesk is fantastic. Through a single platform, I can handle all customer inquiries, marking them as new, pending, etc. I immediately see what needs to be done in order to be time-efficient. To make sure that my customers are always kept informed and feel valued. Automated response also helps us big time Cons Can't think of any except it is a little costly to use all of Zendesk's functionality or features. Review Source VR Verified Reviewer Manager Publishing Used the software for: 2+ years ### "Amazing Software" May 4, 2021 5.0 Pros Then that’s because one of the best ticketing system but I have our use. Not only do I use it in my professional life but I am consistently using it in my personal life as well. It helps keep tickets organized so you know which ones that you need to reply to and it’s a great system of checks and balances. You’ll be able to manage your tickets in an efficient way with Zendesk due to the fact that you get notifications to alert you when a ticket is in your queue. Those notifications are vital because it keeps you on track and ensures that every ticket gets answered in a timely fashion. Cons It takes a little time to get used to the software just because there’s so many different components to the software that you have to fully understand before diving into using it 100%. Review Source Devyani S. Customer Relationship Associate Banking Used the software for: 6-12 months ### "Overall good and feature rich customer helpdesk application but not for early startups" March 30, 2022 4.0 Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues. Pros Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue. Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer. And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard. Cons Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly. For an early startup cost of this application is too high as there are features that they might not need. Alternatives considered [tawk.to](https://www.capterra.com/p/167792/tawk-to/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Zendesk Suite We might switch to other application if zendesk don't have automation and call center management systems. Other application have those features but up to mark or not that much customizable as in zendesk. Review Source Brian H. Software Engineer Information Technology and Services Used the software for: 6-12 months ### "Gives the features you need" November 17, 2021 5.0 From my perspective, its great at what it is supposed to be - a very easy to use and simple ticketing system. The API is straight forward and has most of the fields represented on the main Zendesk ticket screens. Overall, it is cheaper than Freshdesk and I feel like it accomplishes what we need it to for the most part. Pros Zendesk user experience is simple to navigate and has a modern look and feel. The thing I like the most is the simple navigation, great use of colors where needed, and the ticket history. Cons The client portal (Guide) offers a lot of great features but one that is lacking would be showing custom fields to end users in a list form (allowing end users to search and organize their ticket list). One of our particular scenarios is needing this feature and due to it missing, have had to rely on other 3rd party services to surface up that information in a searchable form. Review Source AJ Angel J. Director of Information Systems Non-Profit Organization Management Used the software for: 2+ years ### "Zendesk Suite makes Good Communication Real!" March 19, 2026 5.0 Overall, I would not change our use of Zendesk. Zendesk has been good for our complicated communications and helps with resolving issues within our internal and external processes. We continue to improve our communication and satisfactory rates. Pros It is a comprehensive way of understanding all the incoming requests and needs from a wide variety of sources. The ability to organize the incoming requests and assign, reassign and solve in one software just does laps around email inquiries. Cons The Zendesk issue is we currently have is expansion to multiple departments has been confusing for the agents and admins. The build of groups and views is also difficult with little detail from Zendesk on how to make it work. We haven't fully got it where want to be and it has been 6 months. Alternatives considered [Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[Google Meet](https://www.capterra.com/p/176572/Google-Hangouts/) Reason for choosing Zendesk Suite We already have the other products but it is hard to get them to help with auto response and keeping up with incoming requests. The other products do not compare to the focus Zendesk Suites has in efficient tracking and resolution for ongoing issues and needs. Review Source ME Momen E. SF Admin Non-Profit Organization Management Used the software for: 2+ years ### "Top Tier Ticketing & Support System" May 17, 2022 5.0 Overall, I highly rate this product. Zendesk has all the features you need for ticketing support management. If there was one thing I'd like to see more are nice graph visuals of the team and type of request on one central dashboard but aside from that, I would recommend Zendesk to many of my colleagues. Pros It stores so much of our teams, and our organizations issues/questions/ tasks. Like I've stated in the previous post, sometimes a new issue arises that we might need to reference an old ticket for, searching for similar issues helps tremendously. Cons I think it is great the way it is and sometimes a great product does not need anything new. Maybe work on the user interface? 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