# Page 12 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 12 - 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 12 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 276-300 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use deF diana elizabeth F. customer service agent Consumer Services Used the software for: 6-12 months ### "Zendesk is a great way to start working" August 11, 2022 5.0 It was good, I'm thankful for what I learned from it because it makes the training easier and when we change the system it wasn't like a leap of faith, but we had knowledge from zendesk and that help me a lot! Pros that we can manage the incoming emails and calls in a better way, and that gives us the opportunity to improve our service to the customers, by training our agents in the topics we see they have any issues or doubts Cons that sometimes it was slow, the information took a while to charge but maybe it was because we had too many emails coming to the inbox Review Source Deni H. Freelancer Information Technology and Services Used the software for: I used a free trial ### "Strengthen your business with fast service response." November 25, 2022 4.0 Well, can provide statistical data and fast notifications so that the company can grow. Pros Regular management in managing all features and functions. Cons Prices are rather high making it difficult for companies or small businesses to offset the costs. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Gorgias](https://www.capterra.com/p/155357/Gorgias/) Review Source RMM Rhayne Marie M. Program Support I Information Technology and Services Used the software for: 2+ years ### "Zendesk Suite, tool that is a big help to customer service representatives" July 13, 2023 5.0 With Zendesk Suite, I was able to resolve customer's app-related issues which really helps both me and the company. I was able to earn incentives with the customer satisfaction I am getting and the company is able to gain more customers given the good customer service they are receiving and this is all with the help of Zendesk Suite. Couldn't have thought of any other tool we can use that can be easily navigated and has most of the features that we need. Pros What I like about Zendesk suite is that it is very easy to use. Under the agent workspace, you can have the summary of your open, solved and satisfaction rating which for me is a big help to me when managing my tickets. Additionally, it has a Help Center which gives you the necessary information that you need to know in your product and the steps to take when troubleshooting. Lastly, it has available macros that you may need which saves you time instead of typing your responses from scratch. Cons What I dislike about the recent updates in Zendesk Suite is that you have to go to the lower left from the text box before you can apply a macro. Prior to the update, Apply a Macro option is just above the text box and is centered which makes it so easy to select. Review Source MEN Mary Ellen N. e-commerce manager Retail Used the software for: 2+ years ### "Very Robust - May be too much for small businesses" December 22, 2022 5.0 Overall, this software has been beneficial for us but there may be better, less expensive options out there for small businesses. If you have a medium or large business, Zendesk could bring a lot of value to your business. Pros This software helps streamline and organize customer communications. Prior to implementing Zendesk, emails would be overlooked, lost, or take too long to respond to. Now we can see exactly what has been handled, what's in process or complete, and what still needs to be reviewed. It's made this process so easy to manage. Cons The admin side of the software is clunkly and not user friendly. We don't like that features are all separate add-ons (for example chat) instead of all being part of one stream lined software. It makes it different to understand what features are available to us now and what requires a higher package. Review Source TR Thea R. Customer Service Representative Outsourcing/Offshoring Used the software for: 1-2 years ### "An Honest Review from a Long Time CSR " October 29, 2022 5.0 Pros Zendesk is one of my favorite tools being a customer support. It's easy to navigate through it, tabs are designated to fulfill not just customer's needs but the for the operations convenience. Your company domain may also personalize how it will appear for you as an employee for example templates and for admins to assign work depending on the volume you may accept. Its automated but still manageable. Cons An area of improvement would be the graphics and personal appearance of this platfrom. Lively colors and personalized backgrounds is a beautiful additional touch to its overall performance. Review Source 👋🏻 Albert M. Co-founder and CPO Insurance Used the software for: 2+ years ### "A living nightmare" February 10, 2021 1.0 I've used Zendesk in all of the ventures I've participated in. Unfortunately. I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you. Pros Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them. That doesn't mean they are a good solution. Cons As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things: 1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat. 2) A terrible - terrible is the word, I honestly don't like to speak poorly in public of anyone, but you guys deserve this post - customer support. Despite having an account manager, I have probable been referred to sign up on my own for multiple register forms for products, and speak to multiple agents to sign SO to commit to payments... and the product was NEVER delivered. Once they have you committed to a payment, they won't follow up for success. Alternatives considered [UserVoice](https://www.capterra.com/p/135908/UserVoice/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite This is where you get trapped. Someone in operations or tech implements it to solve a short term gain, and starts pulling the feature string. As soon as you are stuck, you are stuck for good. Review Source AG Akram G. chef d'entreprise Computer Software Used the software for: Less than 6 months ### "Avantages appréciés et inconvénients à considére" June 3, 2023 4.0 Ce que j'ai le moins apprécié dans Zendesk Suite, c'est que certaines fonctionnalités avancées, telles que l'intégration avec d'autres outils, nécessitent des abonnements à des niveaux de tarification plus élevés, ce qui peut être coûteux pour les petites entreprises. De plus, l'interface utilisateur pourrait être améliorée pour une navigation plus intuitive et une meilleure convivialité. Cependant, malgré ces points négatifs, Zendesk Suite reste une solution complète pour la gestion du support client. Pros Ce que j'ai le plus apprécié dans Zendesk Suite, c'est sa puissante fonctionnalité de messagerie en temps réel, qui nous permet de fournir un support rapide et personnalisé à nos clients. De plus, l'accès mobile nous permet de rester connectés et réactifs, même en déplacement, ce qui est essentiel pour offrir un service de qualité. Cons Ce que j'ai le plus apprécié dans Zendesk Suite, c'est sa puissante fonctionnalité de messagerie en temps réel, qui nous permet de fournir un support rapide et personnalisé à nos clients. De plus, l'accès mobile nous permet de rester connectés et réactifs, même en déplacement, ce qui est essentiel pour offrir un service de qualité. Review Source CS Cody S. Business Analyst Information Services Used the software for: 2+ years ### "Modern customer facing companies need a modern customer facing solution" August 3, 2021 5.0 Pros The format of the ticket interface lends its self to serving email based communications very well. At a glance I can easily see all tickets sent by a specific requester or business and prioritize based on the severity of the issues being described. The help center and chat button that can be integrated into custom applications can be a game changer when it comes to self service. Inbound and outbound call recordings are super critical especially for our finance team to ensure we have a reliable means of keeping proof of what was said. Cons The cost is ever increasing while they shift features away from lower tiers and pay wall them behind more expensive tiers of their service. We used to have rich analytics with Gooddata. Since they moved to building their own analytics add in a company has to be at a minimum tier of Zendesk and then purchase the Explore add in. From there someone needs to familiarize themselves with the add in service and create the data sets they need. Zendesk's own support team's response time has become abysmal. It takes weeks to hear back from anyone despite adding words like "urgent" "critical" "time sensitive" in the subject line and the body. If you're get a response, you just hope it's comprehensive enough to solve the problem on the first try, but more often than not the support agents miss the point or gloss over the issue and provide a support article that doesn't help solve the issue. Getting tickets escalated to a higher tier on complex issues can take months to achieve. This is all very ironic from a company making money hand over fist and yet can't keep up with customer support demands. Review Source Shayla B. Human Resources Specialist Internet Used the software for: 2+ years ### "We've reduced customer service handling time with Zendesk" June 8, 2022 4.0 Using Zendesk, our customer care representatives are able to obtain the information they need on their own. When I handle the articles, I hear nothing but good things about how this program makes my job easier and more productive. They may use slack to look for answers, and the results will be linked to relevant articles in Zendesk. Zendesk may be easily integrated with other services, such as slack. Pros I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available. Cons The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) The ticket management solution offered by Zendesk is excellent, and it supports omnichannel engagement with customers. The Knowledge Base Management system is one of my favorites, and the reporting capabilities are excellent. Review Source jV juan V. GLOBAL AUTOMATION SUPPORT ANALYST Oil & Energy Used the software for: 2+ years ### "Uso de Zendesk para la gestion de soporte al cliente" October 14, 2022 5.0 En general me he sentido comodo usando zendesk para interactuar con mis clientes externos e internos, realizando soporte al cliente. Pros Zendesk permite interactuar tanto con clientes internos como externos y conocer el estado de las solicitudes de servicio y manejar los tiempos y niveles de servicio Cons Algunas veces al replicar un ticket marcado como resuelto vuelve a abrirse, pero la app avisa de este estado Review Source VT Vittorio T. Business Controller Information Technology and Services Used the software for: 1-2 years ### "Self ticketing facile e immediato" February 19, 2023 5.0 Abbiamo ottimizzato e reso efficiente tutta la gestione del customer care e ridotto al minimo le chiamate telefoniche verso l'operatore. Ciò si traduce in ottimizzazione delle risorse e migliore customer satisfaction. Pros La possibilità di poter snellire il processo di assistenza mediante triplette che instradano il ticket direttamente verso l'ente risolutore preposto.La possibilità di generare escalation veloce per ridurre al minimo i tempi di risoluzione.Ottimizzazione del call center è di conseguenza, dei costi. Cons Al momento non ravviso problematiche tali da dare un giudizio negativo nell'uso quotidiano dello strumento. Reason for choosing Zendesk Suite Facilità d'uso e costo contenuto Review Source SS Steffanie S. Box Office Manager Entertainment Used the software for: 2+ years ### "Bring ZENdesk into your work environment " September 6, 2022 5.0 My overall experience has been highly positive. This software was instrumental in keeping our business afloat during the heights of the pandemic. Although we are back in-person, we continue to rely on zendesk for efficient resolution of customer and potential customer issues and inquiries. Pros To be honest, it’s difficult to believe we ever functioned without this software - the number of phone calls dwindled and has remained extremely low because we are better able to assist our customers: more efficiently, more accurately. The “internal” chat between reps is amazing - we can communicate with each other about potential resolutions without abandoning our chat! Cons To be honest, I cannot think of a feature or issue I would say I liked least. Review Source AS Andreea S. CX WF Manager Insurance Used the software for: 2+ years ### "Zendesk suite is a user friendly and complex customer experience tool." June 14, 2023 5.0 Overall, I'd say that the Zendesk Suite multichannel support has been a lifesaver. Managing the customer interactions in only one platform gives us an overview in the life cycle of each customer. It helps agents see the bigger picture the customers are having, be proactive in terms of resolutions, they can spot trends and also see what self help articles the customers used. Zendesk's suite reporting and dashboards are giving us a useful insight in how our team is performing and we can easily spot areas of improvement, while celebrating each success we have. Pros So easy to use.When we have new agents it's fast to set them up.Love the fact that you can set up different views (inboxes) and it filters the tickets for easier prioritisation. Zendesk Suite has Guide (knowledge base) where we created and published helpful articles and FAQs. It's giving the customers the option to search the answer to their query, saving them time and reducing the need for direct support. Cons It's very complex to set it up initially and if you don't have a person that knows the ins and outs you'd most likely go back and forth with the account manager or spending time on their support page. Review Source VR Verified Reviewer Software Engineer 2 Computer & Network Security Used the software for: 1-2 years ### "One of the best CRM and ticket management systems available in the industry!" July 31, 2022 5.0 We have Zendesk deployed in our firm for internal support and even we do deploy and manage this tool for our clients as well. The deployment of this tool is also super fast and customer support is also very good. Online community for this platform is very exhaustive as well, therefore, one can easily find solutions in case ran into problems. Pros 1\. Ticket management made simplified - It has a great UI to manage tickets which integrates with tons of other tools and CRMs as well in case you have a hybrid system. 2. Complete help-center features are available - A small-scale or large-scale company can easily build a help-center out of Zendesk. It supports all the features to assist customers via incoming calls and have channels to reach out your customer in multiple ways. 3. Plenty of communication channels - are available in Zendesk. Call, message, email and even communication via social media applications is possible. Cons I don't think the application possess any negative features, but some additions which I think would be worthwile are keyboard shortcuts. Since this application has so much to do, and tons and tons of options, keyboard shortcuts would ease up the tool utility and add ease of use. Review Source Muthu K. Marketing Manager Information Technology and Services Used the software for: 1-2 years ### "The best tool offers a comprehensive approach to communicating with customers" February 21, 2023 5.0 Zendesk Suite enables me to manage custom fields for each support case and specify certain fields as mandatory for resolving it.It also facilitates improved management and control over the status of each request and our overall workload at any given time.Additionally, the tool provides me with a comprehensive KPI suite, allowing for a deeper understanding of our daily operations and how things are evolving over time. Pros I appreciate that it provides a seamless communication channel with our customers, while also integrating with other communication channels. With Zendesk's flexible trigger options, I am able to automate many tasks and minimize repetitive work. I also find its support for working with different support tickets and personalized views to be very helpful. In addition, the reporting ticket feature is useful for filtering my own work as well as that of other agents. Overall, Zendesk has been a great tool for me and our team. Cons All good unless few small things like; If an agent forgets to log out of Zendesk, their status remains online, which can be misleading. Additionally, the customer review system is limited, as it only allows customers to rate their experience as either good or bad, without the option to provide additional feedback. This can lead to negative reviews for the company, even if the customer had a positive experience with the agent. Furthermore, if someone is using Explore to query data, others cannot access it until they are finished, which can be frustrating when working as a team. Review Source Shari G. Management Consultant Lead Consumer Services Used the software for: 1-2 years ### "A Multipurpose Customer Service Management Tool" July 5, 2022 5.0 Pros This software allows me to take calls, handle tickets, handle chats and review my internal resources in one place! Different departments have different queues to keep everyone's work separated and with a quick switch of an assignee, you can escalate or deescalate tickets as needed. The software allows the creation of macros/canned responses that can be limited to specific teams but are easily accessible whether it be for a ticket or a chat. The phone call plug in and chat plug ins are easily accessible as well, and can be deactivated for users who should not have access to those features. The chat and phone call notifications are loud and consistent so an agent won't ever miss a service request (unless due to negligence or poor connection). You can customize how many chats an agent should handle at a time and how long an agent can get 'wrap up' time after a call. Tickets are automatically populated after a phone call or chat has been established so an agent can follow up with a customer after they've spoken with them in real time. Other features of Zendesk that I like is it can be used as a help center for FAQs and an onboarding site. So you can use it for job postings to outline the criteria for jobs or gigs and for the application. Cons I dislike that this software does not come with its own dark mode feature. All software are integrating that feature into their UI but Zendesk dark mode features can only be accessed through third party developers, some of whom are trying to charge exorbitant amounts per account. Review Source Sheryl R. Freelancer Online Media Used the software for: 2+ years ### "Zendesk Honest Review" July 16, 2021 5.0 I love Zendesk! They have tons of integration that are extremely useful like Email, web, phone, chat, and social media support. Setting up takes only a few minutes and is very user-friendly. Their flexible ticket management with automated workflow works seamlessly. Pros I have been using Zendesk for years and I can confidently say that it is one of the best CRM platforms in the market today. The features provided by Zendesk clearly help a business to provide a reliable customer service experience to their customers. Its analytics and reporting also help to show what areas of the business need to be improved further and what steps a specific business needs to take to further scale its business. Cons Not really a Con for me, but if a user came from a CRM with lesser features then he/she might take some time to get used to using it. Review Source WL Warren L. General Manager Information Technology and Services Used the software for: 6-12 months ### "Zendesk - A great package of core components" January 15, 2023 4.0 Overall, a great piece of software. I would say it's easy to use, has so many addons out there as well. It feels like you can customize it to work the way that you want to work with it. Pros What I like most, is that the core features of a helpdesk/customer service company, and all evident within the suite. Plus they all integrate seamlessly with one another. The GUIs are all easy to use and make the software familiar. Cons Occasionally, my team do lose info if they don't save what they're doing often enough. The page seems to time out after a certain time, and they need to readd their input. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Zendesk Suite The pricing plan was suited to our business model. Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) We wanted a fresh approach to the helpdesk, and Zendesk has great reviews. Review Source Oscar A. Manager Information Technology and Services Used the software for: 2+ years ### "Zendesk = Great help desk" September 27, 2021 5.0 We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions. It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients. Pros It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report. Cons The licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Zendesk Suite We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it. Review Source TA Tayeb A. Client Care Specialist Furniture Used the software for: 1-2 years ### "Swiss army knife of online tickets" March 22, 2024 5.0 I have used Zendesk at a formal office job for almost two years and it was very stable and very convenient to use as a hub to handle all the online requests including social media at a single place. Most softwares usually require days or weeks of training but Zendesk was very easy to use. Pros A one point of contact to receive multiple online requests (Email, Facebook, Twitter) Being able to find tickets solved even years ago for a better understanding of a customers path. Being able to see who is working on a ticket in order to move on to another ticket or contact your coworker to communicate information if needed. Cons The spam filter is not as aggressive as some other softwares can be but I understand that it is dependent on the team that is supposed to feed the spam filters Review Source Pat W. Customer Support Manager Music Used the software for: 2+ years ### "Efficient and practical: Great but a bit pricey" September 1, 2023 4.0 Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents. Pros Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities. Cons Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers. Reason for choosing Zendesk Suite Ease-of-use, Enterprise pricing was more affordable than Salesforce Switched from [OTRS](https://www.capterra.com/p/127284/OTRS/) OTRS was an older and more cumbersome CRM platform that the company outgrew Review Source AB April B. Operations Director Non-Profit Organization Management Used the software for: 1-2 years ### "Stay Zen with Zendesk" July 24, 2022 5.0 Pros Some of the best features of Zendesk are the email management, ticket management, alert certification and email management. Zendesk is like having a personal desk assistant through a program that has multiple program offerings that are pretty superb. You’re allowed to use the program to manage alerts and to manage multiple types of issues in regards to tracking emails and customer issues and resolutions Cons Some of the cons of the program would be that it can be used for so many different things that there are so many unused portions of this program that we don’t use but it seems like such a waste. I feel like it be great if this program could be Tailored built around your organization Review Source VR Verified Reviewer Support Engineer Computer Software Used the software for: 1-2 years ### "It's easy, but also sometimes too simple " January 13, 2023 4.0 If you want solution you can deploy tomorrow and get it working from day 1, Zendesk is great to go with. Don't wish for too much when it comes to advance features. Pros Zendesk is great to use and that's why a lot of companies do. It's quick to set up, quick to teach employees and so on. Anyone can get started with Zendesk. It's inituitive for the most part and has a marketplace with apps to make it work the way you want. Cons I wish Zendesk did have a bit more functionality built in from the beginning. I understand that what they are going for is simplicity, but a case can basically only be open, pending or closed. I wish they offered a better solution where you could timestamp cases (open this again in 48h and similar). Salesforce offers this functionality.You can get it to do something similar with macros, but you then have to build them yourself. Maybe a macro marketplaces in the same tab where you handle your macros would be a good idea? Review Source TP Timmyleh P. Team Lead Information Technology and Services Used the software for: 6-12 months ### "Love Zendesk" October 27, 2022 5.0 Overall my experience of using zendesk is great and i would definitely recommend a zendesk as a crm tool to my colleagues Pros I've been using zendesk for over four years now and i really like the crm feature of zelda scoring it helps us organize the tickets and the chat feature of santos is well integrated into the email ticketing system which allows us to send out copies of the chat transcripts of our interactions with customers into their email addresses that so that it will be documented as proof of the interaction that we had with our customers Cons So far i do not have any issues with using dentist at the moment i'm currently enjoying using dentist and will continue to patronize this product. Review Source SC Samuel C. Senior Manager Leisure, Travel & Tourism Used the software for: 2+ years ### "Efficient and Versatile" March 25, 2023 5.0 Ticket management, live chat, call center integration, and knowledge base management but also the ability to customize the software to fit specific needs is a major bonus! :) Pros Ease of use and intuitive interface, which makes it easy for agents to navigate and resolve customer issues quickly, and the help and customer support Zendesk offers. Cons The price can be steep for young companies, but the ROI is worth it. Alternatives considered [Artologik HelpDesk](https://www.capterra.com/p/38348/HelpDesk/) Reason for choosing Zendesk Suite Better customer support and experience. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Our company grew too much - GSuite is great when you start, but not sustainable. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.