# Page 14 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 14 - 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 14 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 326-350 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use ED Eugene D. Project Manager Computer Software Used the software for: 6-12 months ### "Zendesk makes life easier" June 13, 2022 5.0 Overall we are very pleased with this product. Pros this is the best software for tracking tickets and running a support department. All of the features allow us to quickly address customers problems escalate them to the appropriate departments and solve issues with efficiency and ease. Cons The user interface can use some improvement it would be a lot better if more thought went into the graphics and placement of fields throughout the screens. Review Source SA Stephanie A. Bookkeeper / Accounts Assistant Outsourcing/Offshoring Used the software for: 2+ years ### "Great CRM tool in communicating clients' concerns and internal processes" January 14, 2023 5.0 I don't find any problem with using Zendesk as I'm still using it until now. It also really helps a lot in our internal communication processes as well, not only with dealing customers concerns. It's a super CRM tool I can say. Pros What I like most with this tool is that it is perfect in organizing customers issues - in what should be the most priority, then you can categorize this ticket as important. Other thing is that you can see tickets that are overdue. You can also regroup tickets by choosing OPEN, PENDING, HOLD or SOLVED.We are also enjoying the Liveadvisor feature as well to save and record all our internal processes and guidelines in doing our daily business undertakings. Cons What I like least in this software is that is kind of pricey but it is worth purchasing though. It is also a bit tricky when you're still a beginner in using this, but no worries, you can reach out their tech support to help you anyway. Review Source KD Kendall D. Human Resources Generalist Hospitality Used the software for: 1-2 years ### "An excellent customer support software is Zendesk" July 21, 2023 4.0 Extremely simple to set up and begin using immediately. The agents are really enthusiastic about it and have accepted it quickly. Super user-friendly and packed with options. Excellent for plugging into preexisting infrastructure and developing bespoke APIs. Pros Zendesk is more refined than its competitors, Help Scout and Vantive. It's more feature-rich, and its user interface is pleasant to look at and use. Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients. Cons I prefer learning in the here-and-now, but they only offer materials for independent study. There is no personalized training, and I have to put in more time studying than I have available. Given the high cost of this software, I would have anticipated some sort of orientation. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) When it comes to customer service software, Zendesk is without peer. The workflow and script creation process is simplified by the intuitive UI. It's a solid option for companies in need of customer support. Review Source WH Wilson H. Subject matter expert Consumer Services Used the software for: 1-2 years ### "Ease of Use" November 12, 2023 5.0 I must say that, over all it is amazing and fantastic! and I'll bet our agents have the same thought as mine since this tool is really easy to use. Pros We can easily locate the ticket and our agent have the visibility of their scores, So they can check how far do they need to work on . Cons Nothing that I could think of, There might have some mimimal glitches but their Team could fix it in no time. Review Source Sai R. Client Project Manager Internet Used the software for: 2+ years ### "Use Zendesk for all support essentials " July 6, 2023 5.0 Zendesk provides a great platform for supporting your business needs when it comes to service and support Pros Zendesk is a reliable platform for support ticket management, running live chat, and providing great service to customers Cons Search functionality for knowledge documentation is not optimized and the platform doesn’t make it easy to find resources Switched from [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Pricing and support Review Source VR Verified Reviewer Owner E-Learning Used the software for: 2+ years ### "Perfect for Customer Support" September 9, 2022 5.0 Overall, my online consulting and coaching business made use of Zendesk in order to manage customer support issues and inquiries and it worked seamlessly. I was able to have a central support hub to route customer issues and have my assistant manage handling the inquiries. Pros Zendesk was very easy to set up and use both from an operator's end and from the end user's end when making inquiries and complaints. I love how Zendesk serves as a central hub to manage all customer FAQ and special support requests. Cons There was nothing I disliked about the Zendesk user experience. Everything was well planned and worked. Review Source MS Mike S. IT Administrator Hospital & Health Care Used the software for: 1-2 years ### "Zendesk for calling only can be difficult" May 24, 2021 3.0 It did the job we needed it to do until we found a better option. Pros At first I didn't have so many issues with the software because I thought that's the best we can do, I've been using Zendesk for other features at other jobs and they have a long standing good name. But when I discovered the cost we were paying and the service (or lack thereof) we were getting, I found another option that works much better for us. Zendesk does a decent job at calling, but we often had issues and lost service and when we asked it was always a Twillio issue. Talkdesk also uses Twillio, they all do, and in a year using Talkdesk we haven't had a single outage. I think Zendesk has it's strength in the market, their ticket system and customer helpdesk software is outstanding, just not sure the calling feature is their biggest strength. Cons It was glitchy, had issues connecting, staff has trouble using it, but mainly it was VERY expensive! Reason for choosing Zendesk Suite Cost was our main reason we switched, it dropped our annual cost of ownership in half which was awesome! Switched from [CenturyLink](https://www.capterra.com/p/203477/CenturyLink/) This was even more expensive than Zendesk. Cannot remember the name, we purchased it through CenturyLink. Review Source HS Heather S. Manager Consumer Services Used the software for: 1-2 years ### "Access" March 12, 2021 5.0 I think it's absolutely fantastic.bI wonder about the training process and how every person responding to a support ticket knows so much about my issue and how to resolve it for every company I have delt with. How do they know??? Pros When I see the Zendesk name when I click on support I'm confident my issue is going to be addressed like I'm the only customer the company has. Cons Nothing and it surprised me the first few times I was using it. I didn't know it was not a direct communication with whom I was trying to address. The knowledge the Reps have is on par with the head of the company I'm needing assistance from. Review Source JY Jennifer Y. Technical Support 2 Health, Wellness and Fitness Used the software for: 1-2 years ### "Zendesk, the future of Helpdesk" September 6, 2023 4.0 Zendesk is very helpful for to me. I was able to assist fitness studio's that are experiencing an issue with the equipment's via zendesk. Pros What I like most about the zendesk is that it is user friendly. Zendesk has a lot of features like keeping tracks of the previous tickets I handled Cons I highly suggest to have an option to talk to a live agent if there is an issue with zendesk so we can get support fast. Review Source VR Verified Reviewer My best help desk application Government Administration Used the software for: 2+ years ### "Best in complaint management" October 11, 2021 5.0 Its really a simple to use application which assists my organization in collation and processing of clients realtime data. This helped my organization in organizing our services and making improved responses to customer complaints and this definitely built a considerable amount of trust. Thumbs up to Zendesk Pros This application has kept us organized for quite sometime especially on the platform of issue resolution of our clients and ticketing. It is a very user friendly application with campaign management and provision of real time data. It is simply a very useful tool. Cons I would have loved such a very resourceful tool to have a feature for network monitoring and realtime chatting feature, this would have made its operation more seamless. The major problem is the customer care which I believe doesn't exist. Switched from [UseResponse](https://www.capterra.com/p/170123/UseResponse/) Zendesk has a geotargeting feature which is absent in UseResponse Review Source kG kreasan G. Jnr HR Business Partner Construction Used the software for: 2+ years ### "Zendesk Suite offers both quality and quantity under the same basket." December 8, 2023 5.0 Profoundly amazing. Giving the best experience to customers and creating a wonderful working environment for all. Pros Achieving automations in workflows saves time and energy. It also relieves the organization the cost of hiring more personnels for the job. I have experienced a quantified benefits ranging from speed, smartness in the outcome and cost effectiveness. I highly treasure Zendesk Suite. Customers are appreciating what they get from us. Join the ride for greater achievements. Cons Very clean. I find no cons for Zendesk Suite. Everything is sorted by the ease of navigation and smart results. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Zendesk Suite is good from all angles. The benefits are instant and relatable. Review Source BW Ben W. IT Technical Support Team Lead Entertainment Used the software for: 2+ years ### "Zendesk is recommended" December 6, 2022 5.0 Pros Configuration is pretty easy to set up without a lot of programming to get things working the way you want. Cons Coming from ServiceNow, there was a little learning curve, such as the fine tooth comb experience of modifying whatever I wanted. There's limits to what I can modify in Zendesk. One of the drawbacks is the necessity to add plugins where native features should (at least in my opinion) be available, such as being able to manage users. I have some workarounds, but there is some room for improvement on this end. Review Source VR Verified Reviewer Production Project Engineer Food Production Used the software for: 2+ years ### "Very Advanced Customer Support Solution" December 23, 2023 5.0 We're more than happy with Zendesk as our main customer support software. We have a team of 5 - 10 support personnel altogether that mainly work with email and phone support. It logs activities automatically and sends them to our CRM with close to no issues. It's also got good performance and great uptime, and a good number of automation and customization options. Great tool overall Pros The workflow recipes were a great help for us in the beginning. We knew we wanted to set up workflows for assignment and alerts, but it gave us so many more ideas for what we could automate. We have workflows for automated ticketing, routing, scheduling, etc. These also work as expected almost all the time. Cons The interface is starting to get a bit old, especially compared to some of the newer support tools Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Review Source Jan Cliff C. Graphic Designer Design Used the software for: 2+ years ### "Ease of use" June 30, 2023 4.0 Pros zendesk ui is friendly and easy to use, navigation is not a hassle. Cons Individual licenses is a bit expensive, especially for small teams/ companies. Review Source VR Verified Reviewer CSM Consumer Services Used the software for: 1-2 years ### "Plataforma de Atendimento " August 1, 2023 4.0 Pros A gestão de tickets é razoavelmente boa e a inclusão dos artigos na base de conhecimento também. Cons A quebra das imagens dos conteúdos é um problema, pois temos que monitorar mais de 200 artigos e verificar um a um se aconteceu algum problema com as imagens ou não. Review Source LG Lauren G. Support Manager Computer Software Used the software for: 2+ years ### "The best in Support Ticket management " June 10, 2022 4.0 Overall it is a powerful tool and in my opinion the industry standard for customer service. At one point we had tried to switch to intercom and it was awful. Pros Zendesk was a crucial tool for our support team and directly contributed to the success of answering tickets as a team effectively and efficiently. Cons I don’t have too many complaints, but the thing I liked least was probably the inability to customize the interface. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite More powerful tools for team ticket management Review Source TA Tessa A. Director of Operations Retail Used the software for: 2+ years ### "Truly Abysmal Customer Service" April 4, 2023 4.0 For a company that is supposed to support customer service, this has been a truly terrible customer service experience. Pros Zendesk functions as designed with multiple users Cons We have been a Zendesk customer for going on 3 years. Longtime, loyal customer. I have been in contact with them since the end of August of 2022 requesting a seat reduction. It is now April 2023. They, of course, allow you to add seats very easily, but you must contact them to reduce your number of seats. At a cost of $100 per seat per month, these prices make a difference for a small business. Within the last year, they have made it so they do not have a centralized mailbox, no phone number, and there's no way to get in contact with their finance team directly, so I am getting one response from our "account manager" every 2 weeks, if I'm lucky. This means that I am continuing to be charged for the higher number of seats while I wait for him to go back and forth with the finance team. For a company that is supposed to support customer service, this has been a truly terrible customer service experience. Review Source VR Verified Reviewer manager Marketing and Advertising Used the software for: 2+ years ### "A program that is just right" February 1, 2023 5.0 The most flexible ticket system accessible, Zendesk does have a plethora of options that can assist with automation. Furthermore, you can add applications that might be helpful. Pros ZenDesk makes it simple to manage your Support/Customer Service queue by providing a user-friendly dashboard, personalized ways for users and customers to communicate, and benchmarking information that let you see how you compare to other team members and to the industry standard. ZenDesk has been able to optimize their technology and assist firms from all sectors of the economy because to the enormous database of industries they have access to. I've used this program across a variety of sectors, and it responds to all forms of support correspondence. additionally enables organizations to modify their system, which in certain circumstances presents a fantastic feel- and branding-related chance. Cons Service is lacking and it's challenging to receive assistance if you need it. Additionally, reporting is not as simple to set up as claimed. Review Source BV Brian V. Entrepreneur Internet Used the software for: 6-12 months ### "My honest truth about Zendesk" September 18, 2022 4.0 Pros I love the fact that my customers can get instant help that's what I love and that help is manageable, so as there is no chaos in support and in my service so Zendesk has really helped me a lot. Cons I don't like the analytical side of Zendesk as I don't use it. Apart from that this a very good product. Review Source MM Marsha M. Executive Director Non-Profit Organization Management Used the software for: 2+ years ### "Zendesk is a great customer experience tool" July 15, 2022 5.0 Great software for it's role in the customer experience niche. Solid analytics and chat feature for our nonprofits. Pros I love the analytics regarding customer interaction. The Zendesk team is professional and engages with our visitors in a fairly timely manner. Pricing is appropriate for services provided. Cons We don't like the automatic pop-up feature activating without customer interaction or requesting it. Response time has diminished since COVID-19. Reason for choosing Zendesk Suite We didn't really look because Zendesk is ubiquitous in the marketplace. Review Source BC Benjamin C. VP Operations and Technology Computer Software Used the software for: 2+ years ### "Solid System to Capture Customer Emails and Calls" October 25, 2022 4.0 Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them within a ticketing system, and prioritize the tickets as needed. And send them to the person who will reply. Not having someone who has to answer the phone, and then pass that message to the appropriate person is a big help for us. Pros We have connected Zendesk to our contact form on our website, and our phone system. Whenever someone fills out any of our forms, this heads to Zendesk. Whenever someone calls our phone number, Zendesk records the call and also attempts to make a text version of the call (not always the greatest, but not too bad). We no longer have to have someone answer the phone with this service, which has saved us a lot of hassle. Cons It often feels like Zendesk wants the information to stay within Zendesk. As a small company we may get support emails, sales emails, people applying for jobs, etc. all of which need to get to different people, and it could be easier to get the email directly to that person. The speech-to-text for the calls could be a bit better too (though we appreciate the feature!). Alternatives considered [Zoho Social](https://www.capterra.com/p/159351/Zoho-Social/)[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) Reason for choosing Zendesk Suite Other products have too many features that were not needed by our company. Review Source VR Verified Reviewer Field Marketing Specialist Food & Beverages Used the software for: Less than 6 months ### "Definitely Recommend" April 30, 2023 5.0 Pros I love that Zendesk is easy to use, is very organized for the user, and the reporting is in depth. Cons The one thing I like the least about Zendesk is the reporting and reporting dashboard setup is time consuming and somewhat difficult. Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) To streamline or guest relations ticket responses and ease of use for our agents. Review Source VR Verified Reviewer Customer Support Agent Computer Networking Used the software for: 2+ years ### "Zendesk Support" October 17, 2021 4.0 Zendesk is great. I believe that every organization that uses a ticketing support system should have Zendesk as their first option. It is very easy to use, has a lot of reporting tools to extract data and customer satisfaction, and it allows different integrations from other apps to be implemented. Pros What I like the most is the custom categories, and additional tags that can be added to each ticket for reporting purposes. This makes it easier for support teams to find the most common cases submitted by customers. The tool is also very easy to use, and there is no need for a long training to be given to agents before starting to use it. Cons The zendesk chat feature. When an agent is handling more than one chat it gets slow. This is the only feature that I dislike, and it has been recently implemented. Review Source Christiane D. Customer Support Team Lead Financial Services Used the software for: 2+ years ### "A lot of features and fast and easy to use ticket system" February 28, 2021 5.0 Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful. Pros Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit. Cons It can be very complex/difficult at certain point due all the features that they offer. Alternatives considered [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Because we were trying to find a more customizable option :) Review Source VR Verified Reviewer VP Marketing Internet Used the software for: 2+ years ### "Solid cloud-based service desk with expansion possibilities. But requires lots of integration" February 10, 2023 4.0 Pros Zendesk does service desk really well in terms of the basic functionalities like ticket management, triaging, tracking, and routing. Zendesk also offers add-ons for sales CRM, live chat support, and other apps that a SMB might need as it scales its operations and teams. Integrations with other platforms like CRM, Marketing Automation, customer data platforms, and messaging platforms such as Slack are relatively turnkey and require little involvement from developers. Cons Good basic functionalities but requires integrations if your company uses other platforms for CRM and marketing automation such as HubSpot or Salesforce. Zendesk makes turning on the integrations relatively straightforward, but you are still required to think through how best to map objects with other platforms and have a solid data strategy. The seat-based pricing is also something that I wish were more flexible as your company grows. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.