# Page 13 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 13 - 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 13 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 301-325 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use NT Nazir T. manager Marketing and Advertising Used the software for: 1-2 years ### "Zendesk Suite: A Comprehensive and User-Friendly Customer Service Solution"" January 15, 2023 5.0 Pros One of the things I like most about Zendesk Suite is its ability to centralize and streamline customer service operations. Zendesk Suite offers a wide range of features such as helpdesk ticketing, live chat, phone support, self-service portals, and more, which allows businesses to manage customer interactions across multiple channels. This makes it easy for businesses to provide fast, efficient and personal customer service, which can be particularly important for businesses that rely on customer loyalty Cons One thing I like least about Zendesk Suite is that it could be a bit overwhelming for new users, as it offers a wide range of features and functionalities. It can take some time to learn how to use all of them effectively. This can be a challenge for businesses with limited time or resources to invest in training their staff.Another aspect that could be considered a downside is that Zendesk Suite is a subscription-based service, which means that businesses will need to pay a monthly or annual fee to access all its features. While the pricing is reasonable, it may not be a good fit for small businesses or organizations that don't need all the features that Zendesk Suite offers.Lastly, it's worth mentioning that Zendesk Suite relies on a stable internet connection to function properly, so if the internet connection is weak or unreliable, it can cause problems such as slow performance, dropped connections or even lost data.Overall, while Zendesk Suite is a powerful and user-friendly customer service solution, it may not be the best fit for all businesses or organizations. It's important for users to carefully consider their specific needs and preferences before deciding to use the service. Review Source VR Verified Reviewer QA Engineer Luxury Goods & Jewelry Used the software for: 1-2 years ### "Recommended if you have high volumes of support tickets" February 8, 2020 4.0 While there are a couple of issues with Zendesk, overall I find it a far preferable option to dealing with these tickets through e-mail, Slack, or a personal basis (barring cases where this would be the better solution). If you are getting enough volume of tickets that support ticket software seems like it'd help your business, you can afford to get it. Pros Gives you a central hub to handle support tickets (in my case, internal). Rather than handling issues faced by colleagues through e-mail or a chat program, thus, cluttering either up, you can sort it all away into a separate place. It usefully has both e-mail notification and Slack integration abilities, which means being aware right away when an issue is sent in. It also has the ability to link tickets from JIRA, so if an issue requires additional intervention from other teams, you now have that connection. Also useful is if you have some desire for anonymity (obscure/black box who specifically is handling issues), this will work far better than e-mail or Slack in providing that. There are also additional features such as stats and metrics, along with the ability to add tags to tickets, required fields, and macros to automate certain workflows. Again, if you are working extensively with handling issues of all manners, you will find Zendesk quite useful for you. Cons While the software does a good job of providing a central hub for managing support tickets, it has a couple of improvement points. The ability to not reopen a ticket if someone is simply thanking you would be nice, and one that has been requested a while that has never been implemented. Navigating the help center where you can write articles is a bit confusing to navigate and requires specific flows to get to view vs edit mode. Furthermore, the formatting tools you are offered for creating articles are quite limited, clunky, and awkward. If you want to write anything other than very bland and simple text, you'd be better off linking to an external site with better options, such as Google Docs. Review Source Mehandi I. Sales & Marketing Automation Specialist Marketing and Advertising Used the software for: I used a free trial ### "Zendesk review" May 7, 2022 5.0 Business problem which I have solved with Zendesk are:- 1) Ticketing System creation for customer support and help. 2) Integration with multiple channels to help our customers easily reach us. Benefits of using Zendesk are so many but the most helpful one is the live chat support with ticket creation capacity. Pros The most impactful features of Zendesk is that one can create ticket and get customer support from around the web, which makes the support team of any company most powerful in managing a great repo, of the company and build trust in the eyes of the consumers. Initially it was not easy for me to use but after few training it became easy, we have to give time inorder to understand Zendesk. It was a little bit difficult for us to integrate it with our existing business. Cons Zendesk is having almost every features ( as of the current demands and needs) for any ticketing platform. The UI of the platform was not easy for us cope up with at first glance but gradually it became our friend. It was a bit tough for us to integrate Zendesk with our business but we have trained ourselves to get it done inernally. Review Source Brandon R H. Software Engineer Wireless Used the software for: 1-2 years ### "Query history management and aggregation by tags (content) can be done easily" July 25, 2022 4.0 Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions. Pros Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back. Cons There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand. Alternatives considered [Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/) Reason for choosing Zendesk Suite Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased. Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings. Review Source Maximiliano B. Sales Consumer Electronics Used the software for: 2+ years ### ""A Comprehensive Look at Zendesk Suite Customer Service Solution"" February 9, 2023 4.0 In conclusion, Zendesk Suite is a powerful tool for managing customer service operations. Its extensive features, including call logging, call routing, real-time chat, and chat transcripts, make it a comprehensive solution for streamlining customer interactions. While it may be slow at times, the overall experience with Zendesk Suite has been positive, providing a reliable and efficient way to manage customer support Pros As a user of Zendesk Suite, I have found it to be a valuable asset for managing customer service operations. The real-time consumer-facing chat and call routing features have greatly impacted my work, allowing me to quickly respond to customer inquiries and streamline call management. The platform is user-friendly and easy to use, making it simple for me to access the tools I need. Additionally, Zendesk Suite is easily integrated with my existing business processes, which has improved my customer service operations. Overall, I find Zendesk Suite to be a comprehensive and impactful customer service platform. Cons As a user of Zendesk Suite, I have encountered some difficulties with the platform. I have found that the platform can be resource-intensive and slow down my system at times.The reporting and analytics capabilities of the platform are also limited, which can be a drawback for me. Despite these challenges, I still find Zendesk Suite to be a valuable tool for managing customer service operations, and I would recommend it to others with similar needs. Review Source FH Fuad H. Talent Support Manager Information Technology and Services Used the software for: 1-2 years ### "Zendesk - Main reason of use is the Live Chat service" November 15, 2022 4.0 I've had a good experience as their default options meet our requirements; however, to make the software more beneficial for us and more personalized, we've had to jump through loops and hoops with sometimes not getting a resolution from their side as to what we wish to do in their system. Pros I like that we could get it fully connected with our internal software and database. Allowing the systems to communicate between themselves and making sure no critical piece of information is lost. Cons Because of the ongoing renovations, Zendesk is doing to their software, some options in settings are not logically set under the options they should be. For example, you may be changing an option for a user, so you go to Settings and then to Users, but you realize to make that change, you have to go through a totally different set of steps when logically, the options should be where you first went. Alternatives considered [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite It was the leading software within competition when we checked the market for options. Review Source Michelle R. Analista Retail Used the software for: Less than 6 months ### "Super útil para atendimento ao publico" August 28, 2023 4.0 Super recomendo pois o mesmo entrega tudo que promete e por custo flexível, me permite uma melhor gestão de atendimento ao cliente com respostar mais rápida e ainda rastrear todas conversas em tempo real ou finalizadas. Pros Eu acredito que uma das parte mais útil do Zendesk Suite para mim, foi ter todos os nossos pontos de venda acessíveis para respostas em um só lugar. Já tinha utilizado Zendesk em outra empresa e super recomendo. Cons Na maior parte, o Zendesk tem sido ótimo. Encontramos algumas peculiaridades durante a configuração, mais conseguimos envolver a equipe de suporte do Zendesk para encontrar algumas soluções alternativas. Alternatives considered [Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/) Review Source VR Verified Reviewer Used the software for: 2+ years ### "A mediocre product that doesn't get better as it grows" September 25, 2018 1.0 Pros I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product. Cons 1\. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable. 2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage. 3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support. 4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us. 5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself. In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up. Review Source MR Mark R. Customer Experience Manager Food & Beverages Used the software for: 2+ years ### "The Gold Standard in CRM" July 29, 2021 5.0 Pros Whether you are dealing with fewer than a hundred or over a thousand daily interactions, we know we can trust Zendesk to simply work. It has great integration features with our existing tools, different social media platforms, text/sms apps, among others. We can build custom templates and reports with it that allowed us to make smart and customer-driven decisions to help our brand grow. Cons The reporting and analytics tool may take additional hours and manpower to set up. Numbers are not easy for some people and this definitely have a learning curve. Nevertheless, their support team and the community are very helpful. Review Source DH Dan H. IT manager Environmental Services Used the software for: 2+ years ### "A very flexible tool" January 14, 2023 5.0 ZenDesk is a solid cloud-based tool and very good value for money.We operate it since 2015 and it doesn't give us many problems, we probably not using it to its full capacity as it is mostly used as a dispatch tool hooked up with online forms. Pros Deployment is quick.A development test bed is available for an extra fee.The search is very accurate.Good selection of ready-made APIs.Flexible API templates.Many useful add-ons in the marketplace.WYSIWYG is stable and allows sandboxing.Scheduling of holidays is taken care of out of the box.Very customisable.Nice and rich reporting engine with good selection of export options. Cons The settings section is now separated from the main product; why?In previous versions, the settings were under the same window as the product making changes a breeze, now it's clunky with more buttons to push.Human help is not great, phoning help is almost impossible in the UK.When you get someone to call you back the support is not bad though not always aligned with standard 9-5 working days.Many help pages are dated. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing Zendesk Suite Customisation and cloud capability. Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) We needed a pure-cloud product and an easy way to hook up to Microsoft 365 and Azure AD, which wasn't possible with the previous suite we used from Solarwind. Review Source Sarah H. System Administrator Information Technology and Services Used the software for: 2+ years ### "Zendesk is a good helpdesk with many features" June 9, 2022 4.0 We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard. Pros It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer. Cons Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require. Switched from [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Many Customer Support options are available using this program. WordPress, Jira, and Salesforce all work seamlessly with it. Detailed reporting dashboards may be found on each page. As a whole, Zendesk is a fantastic helpdesk that can handle a large client base and keep track of issues and complaints while on the road. Review Source VR Verified Reviewer Billing Specialist Financial Services Used the software for: 2+ years ### "Easy Inter-team Communication and Customer History" August 21, 2019 4.0 I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization. Pros Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts. Cons There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that. Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) I was not one of the decision makers, but I think my company switched to Zendesk because we could get a lot more functionality. Review Source DD Daniel D. engineer Computer & Network Security Used the software for: 1-2 years ### "Comprehensive Zendesk Review: Streamlining Customer Support in Our Company" February 22, 2023 5.0 I am satisfied with the zendesk tool, through the entire system our company is able to quickly and flexibly meet demands in internal communication and customer support. Pros As a company that utilizes Zendesk for customer support management, we have observed many benefits with the use of the platform. One of the most notable advantages is the ease of use of Zendesk. From initial setup to daily use of the platform, the interface is intuitive and easy to navigate.Another great advantage is the ability to customize. We can create our own workflows and ticket templates, customize the appearance of our help center, and even integrate other support tools we use. This allows us to have a highly personalized customer support environment that meets the specific needs of our company. Cons One area for improvement is the limitations on customization. While Zendesk does offer some degree of customization, there are some aspects that cannot be modified, such as the layout and formatting of certain sections.There have been some occasional performance issues with Zendesk, particularly during high traffic periods. This has led to some slowdowns and delays in ticket responses, which can negatively impact customer satisfaction. Review Source KM Kim M. Administrator Computer Software Used the software for: 2+ years ### "Multipurpose Software for your Business" July 20, 2022 5.0 Zendesk's phone, chat, email and integration makes this a perfect software for business. It is easy to use, easy to setup and functional we use this software daily and it is a great fit for us having multiple avenues to assist our customers. Pros The ability to organize tickets and set up users individually to be able to either be in chat que, phone que, or email que. The ability to assign tickets to developers and programmers right from Zendesk to go over to Asana. Mobile version is a must for administrators who may be out of office that can login and assist an agent in real time by being able to look at the tickets and also monitor agents. Cons We really do not have any Cons once we got everything set up to tailor our business it works fine. Review Source Ahmed A. Founder, Biomedical Engineer & Data Scientist Information Technology and Services Used the software for: 6-12 months ### "Revolutionizing Customer Support with Zendesk Suite." January 18, 2023 5.0 Our experience with Zendesk Suite has been extremely positive. The software is intuitive and easy to use, making it simple for our team to efficiently handle customer inquiries and concerns. The Ticket Management feature, in particular, has been incredibly impactful, allowing our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.The Sales Pipeline Management feature has also been a valuable asset, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility.Integration with other applications and services has been seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support. The reporting and analytics feature provides valuable insights into customer behavior and preferences, allowing us to make data-driven decisions.Zendesk Suite has been a valuable asset to our company, helping us to improve our customer support and resulting in a positive customer experience. It's also worth noting that Zendesk Suite's customer support is top-notch, they are always available to assist and answer any questions, and they constantly release updates to improve the software. Pros \- The software is highly intuitive and easy to use, allowing our team to quickly and efficiently handle customer inquiries and concerns. - The Ticket Management feature is particularly impactful, as it allows our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.- The Sales Pipeline Management feature is also very useful, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. - The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility. - The integration with other applications and services is seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support. Cons \- One thing that could be improved is the customization options for certain features such as Customizable Forms, while they do provide some level of flexibility, it could be beneficial to have more options to tailor it to specific needs of the business. - The Reporting/Analytics feature a bit complex and difficult to navigate, and it might be beneficial to make it more user-friendly. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) Reason for choosing Zendesk Suite Zendesk Suite was chosen over other alternative products because it offered a comprehensive solution that met our specific needs and requirements for customer service and support, and it has a great balance of features, pricing, and customer support. Review Source JA Joshua A. CEO Research Used the software for: 1-2 years ### "Zendesk Suite: The Ultimate Customer Support Tool" May 16, 2023 4.0 In my overall experience with Zendesk Suite, it has been a game-changer for my business, resolving critical pain points and delivering a range of benefits. As a small business owner, I faced several challenges in managing customer support effectively, but Zendesk Suite has transformed the way I interact with my customers and streamlined my support operations.Firstly, Zendesk Suite's multichannel support has been a lifesaver. With the ability to manage customer queries and issues across email, live chat, social media, and phone, I can meet my customers wherever they prefer to reach out. This has significantly improved customer satisfaction and response times, as I can provide timely assistance on their preferred platforms.Another standout benefit is the integrated knowledge base offered by the Suite's Guide module. Creating and publishing help articles and FAQs has empowered my customers to find answers on their own, reducing the strain on my support team. This self-service option has not only saved time for both my customers and staff but has also improved customer engagement and empowered my customers to troubleshoot common issues independently.Furthermore, Zendesk Suite has helped me gain valuable insights into my support operations through its reporting and analytics capabilities. With Explore, I can track key metrics, monitor agent performance, and identify trends to make data-driven decisions. This has enabled me to optimize my support processes, allocate resources Pros 1\. Support Across Different Channels: One of the things users really love about Zendesk Suite is how it lets businesses provide support through various channels. Whether it's email, live chat, social media, or even phone, the Suite has got you covered. This means customers can reach out for help using their preferred method, making it easier and more convenient for them to get the assistance they need.2. Easy-to-Access Knowledge Base: Another great feature of Zendesk Suite is its integrated knowledge base, called Guide. This is like a virtual library where businesses can create and publish helpful articles, FAQs, and other resources. Customers can then access this knowledge base to find answers to their questions and solve problems on their own. It's like having a self-service option that puts the power in the hands of the customers, saving them time and reducing the need for direct support. Cons 1\. Complexity of Setup and Configuration: One common complaint is that the initial setup and configuration process of Zendesk Suite can be quite complex and time-consuming. Some users have expressed frustration with the learning curve involved in getting the system up and running according to their specific needs. It may require technical expertise or assistance to fully optimize and customize the Suite to align with their business requirements.2. Pricing and Cost Structure: Another concern raised by some users is the pricing and cost structure of Zendesk Suite. While it offers a comprehensive set of features, some users find the pricing plans to be on the higher side, particularly for smaller businesses or startups with limited budgets. The pricing tiers and add-on costs for additional features or user licenses can be perceived as a barrier for some organizations. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) I switched from Freshdesk to Zendesk suite because of the enhanced integrations and ecosystem of Zendesk suite. Zendesk has a vast ecosystem of integrations and add-ons, which can be beneficial for businesses seeking seamless connectivity with other tools and systems. It offers a wide range of pre-built integrations with popular platforms, such as CRM software, project management tools, and analytics solutions. This extensive integration capability can provide a more comprehensive and streamlined support experience for businesses that rely on multiple software solutions to manage their operations. Review Source Thamara P. Gerente de desarrollo de aplicaciones y servicio al cliente Used the software for: 1-2 years ### " Quick and easy implementation to my Support Center" July 27, 2018 5.0 Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers. Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations Pros Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center. It allows to automate response to our customers. Also, customize the tool according to the type of company. From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished. Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web. What I like most about Zendesk is to be able to automate the responses to clients and macros. Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service. I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties. Cons Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational. We as a client can add response times, and define with a category that is requirements or request and that are incidents. Next, what features Zendesk would need: \* Add response time according to the type of requirements or request. \* Define type of requests and incidents \* Get graphs by type of incidents \* Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers \* Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level \* Have a video call Review Source SK Samuel K. Consultant Pharmaceuticals Used the software for: 6-12 months ### "What Customer Service Integration is Supposed to Look Like" October 10, 2021 5.0 My overall experience with Zendesk has been phenomenal, as our employees have taken a very big liking to it, which allows them to enjoy their jobs more, resulting in greater and more efficient work flow for the rest of the business. Zendesk's own customer service has been there when we needed them, and for that we are really thankful, (even though they are rarely needed due to the stability and ease of use of the service). Pros What I like about Zendesk the most is that it is the organized customer service implementation software that my colleagues and I have ever used. Whether it be the instant ticket number creation following a customer inquiry, or the instant automated email sent by Zendesk to the customer whenever a ticket is created such that the customer can follow up whenever necessary, it just creates less of an issue for the customer service department which is responsible for handling concerns and complaints. The process is very streamlined, the user dashboard in unbelievably user friendly and simple to maneuver, and the pricing is much more affordable compared to other services when considering the type of product we are receiving. Cons The only thing that Zendesk could further improve upon would be the time it takes them to implement their service into a business's existing framework for dealing with customer concerns and complaints. It is still e bit of a hassle to change digital customer service platforms from another provider to Zendesk, (and I feel Zendesk has more of a role to play in this transition), but it definitely is something that can be worked on and improved. Once the service is implemented, however, you definitely begin to see why it is worth it. Alternatives considered [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) Reason for choosing Zendesk Suite Pricing and reviews Review Source VR Verified Reviewer Co-Founder Marketing and Advertising Used the software for: 2+ years ### "Professionalism with Zendesk." December 14, 2023 5.0 One of the standout features of Zendesk Suite is its ability to centralize customer support activities. The integrated ticketing system in Zendesk Support allows teams to manage customer queries seamlessly. This system, coupled with automation features and customizable workflows, contributes to a streamlined process for issue resolution. The multichannel support capabilities, including email, chat, phone, and social media, enable businesses to engage with customers across various touchpoints. That is why my overall experience with Zendesk is very good. Pros One notable aspect I appreciate is the suite's unified nature, bringing together various customer service tools such as Support, Chat, Talk, and Explore. This integration simplifies workflows, providing a centralized hub for managing customer interactions. Cons occasional system downtime or outages is something which bothers me. However, On some occasions I have faced it. Review Source Craig A. CTO Apac Computer Software Used the software for: 2+ years ### "A scalable and flexible Support Desk" May 26, 2022 5.0 A great Support solution for our global support organisation with deep integrations with our CRM. Pros A highly scalable and feature rich Support desk with excellent market leading capabilities and integration options. Cons The platform can be confusing when team members have a lot of tickets in progress at once. Review Source Timothy L. Technical Account Manager Computer Software Used the software for: 1-2 years ### "Great ticketing system with solid features" October 25, 2023 5.0 Pros Zendesk makes it easy to receive, track, monitor, and action on tickets / incidents. Data is presented in a clear and logical manner which allows you to focus on closing the ticket instead of manipulating the software. Cons I'm sure Zendesk is not perfect but in my experience I have not run across anything with Zendesk that I have found to be an issue. Review Source NH Nathalie H. Customer Care Manager Automotive Used the software for: 1-2 years ### "Very well made software, easy & convenient." April 10, 2023 5.0 My overall experience was excellent. Zendesk is a very solid and well made software that's easy to use and convenient. Pros It's easy to use and navigate. It never had any issues such as glitches or major problems. It was very easy to access saved/past information and customer service was always responsive. Cons Having more support to test demos for additional products as the team was able to answer questions but for training purposes it was a bit limited. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[monday.com](https://www.capterra.com/p/147657/monday-com/) Reason for choosing Zendesk Suite Zendesk offered more affordable prices and they had good reviews from other users/companies. Review Source WV Wijnand V. Technical Consultant Information Technology and Services Used the software for: 6-12 months ### "An old-fashioned customer-friendly product" January 5, 2024 4.0 Zendesk feels user- and customer friendly, you profit from an accessible knowledge base but for a growing SaaS company we feel like there could be improvement in supporting more extensive workflows, processes and ITSM-aspects. Pros I like that customers can easily profit from the knowledge base which helps reducing the amount of incoming tickets but also the simple things as replying, changing the ticket status and reading formatted text is so much easier. By the way, also you don't get easily lost in big threads. Cons There isn't a full Self-Service Portal like other ITSM-tools and there is limited functionality to enable decision-makers and leaders to have control over their Change Management process. Review Source Erica D. B. Director Of Administration E-Learning Used the software for: 2+ years ### "Great software, terrible support (ironically); Hope you don't have to leave" September 6, 2018 4.0 Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer. Pros Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company. Cons Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software. Review Source VR Verified Reviewer Villa Specialist Hospitality Used the software for: 2+ years ### "Admin Review" April 10, 2023 5.0 Overall, my team is very satisfied and can learn this on first time use. Pros We can easily chat with our client and get their details to add in our portal. Cons The sound of the app. I don't know if I am the only one who doesn't like the notification sound. Reason for choosing Zendesk Suite This is the most convenient for our team. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.