# Page 14 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 14 - Is Zendesk Suite the right Customer Engagement solution for you? Explore 4080 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 (4080) 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 June 2nd, 2026 # Page 14 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 326-350 of 4080 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Admin Support Real Estate Used the software for: 1-2 years ### "Zendesk Suite is a comprehensive customer support solution" March 2, 2023 5.0 Overall, is a powerful and comprehensive customer support solution that offers a range of valuable features and benefits. While it may be more expensive than some other options on the market, its customizability, integration capabilities, and analytics make it a worthwhile investment for businesses looking to improve their customer support processes. Pros is an excellent customer support platform that offers a range of tools and features to help businesses manage their customer interactions. The platform is highly customizable, making it easy for businesses to tailor their customer support processes to their unique needs and preferences. The user interface is intuitive and user-friendly, making it easy for us to navigate the various features and tools.Additionally, the platform provides in-depth analytics and reporting, allowing businesses to track their customer support performance and identify areas for improvement. Cons One potential downside of is its price. While it offers a range of valuable features, it can be more expensive than some other customer support platforms, which may make it less accessible for small businesses or startups. And I notice that the automation capabilities of Zendesk Suite are limited compared to other. Review Source GB Goma B. Instructor Non-Profit Organization Management Used the software for: 6-12 months ### "Streamlined Support with Room for Improvement" May 15, 2023 4.0 The initial steps of getting everything up and running may require some extra effort and time to navigate through. When it comes to customization, I have noticed certain limitations within . While there are options available, I have found that users might feel restricted when trying to customize ticket forms, chat widget appearance, and reporting templates. Having more extensive customization options would greatly benefit businesses, as it would allow us to align the software more closely with our branding and specific requirements. This level of customization would help create a consistent and personalized experience for our customers. Pros The best feature of is the integration of multiple tools into a single platform. This integration allows for seamless coordination between different channels, such as chat, phone support, and knowledge base articles, providing a comprehensive customer service solution. The ticketing system in Zendesk Suite streamlines the process of handling customer inquiries. With customizable ticketing fields and automation options, I can easily categorize and prioritize tickets, ensuring that no customer query goes unanswered. Cons The initial setup process can be overwhelming. Simplifying the onboarding experience and providing more intuitive setup guides would make it easier for new users to get started quickly. Also, more customization options for ticket forms, chat widget appearance, and reporting templates would be beneficial. While offers basic automation capabilities, incorporating more advanced automation features would be a welcome addition. The pricing structure of Zendesk Suite might be a consideration for some businesses. While the software provides excellent value for its functionality, pricing tiers could be made more flexible to accommodate the varying needs and budgets of different-sized organizations. Review Source CL Chakkrit L. People Technology Junior Analyst Information Services Used the software for: 2+ years ### "Zendesk is a powerful CRM tool that totally worth the price." April 23, 2021 5.0 Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT. Pros I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API. Cons Sometimes, I felt that Zendesk has a lot of limitations. For example, when creating business rules, you cannot use the AND and OR function, it's either AND or OR per one business rule. When utilizing Zendesk for internal use, Zendesk still lacks lots of functions such as conversation history, child-ticket, and etc. Even though some of them are already available on Zendesk Marketplace, these add-ons should be free rather than asking us to pay extra for them. Also, the technical customer support is not that useful. Zendesk pride in having 24-hours technical customer support when compared to competitors but out of 10 cases that I asked for, only 1 or 2 cases the technical customer support could help me. Most of the time, our team fixed the issue by ourselves. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Reason for choosing Zendesk Suite Zendesk is easy to use, even though it is expensive, it is better than most products. Review Source ART Abdul Rauf T. Education Education Management Used the software for: 1-2 years ### "Educational Management " March 2, 2023 4.0 My general experience has been perfect, it makes my work exceptionally simple with regards to giving client support and approach client information to all the more likely help. I enthusiastically suggest!All in all, is a useful asset for overseeing client care tasks. Its broad highlights, including call logging, call directing, continuous endlessly talk records, make it a thorough answer for smoothing out client collaborations. While it very well might be delayed on occasion, the general involvement in Zendesk Suite has been positive, giving a solid and effective method for overseeing client service Pros I love that its exceptionally easy to understand to utilize promotion simple to oversee undertakings. I love the connection point make it simple to get tickets taken care of and give the best client support to my work.Also, I like that we could get it completely associated with our inward programming and data set. Permitting the frameworks to convey among themselves and ensuring no basic snippet of data is lost.Finally, I have viewed it as a significant resource for overseeing client support tasks. The continuous shopper confronting talk and call steering highlights have enormously affected my work, permitting me to rapidly answer client requests and smooth out call the board. The stage is easy to understand and simple to utilize, simplifying it for me to get to the apparatuses I want. Moreover, is effectively incorporated with my current business processes, which has further developed my client assistance tasks. Generally speaking, I view Zendesk Suite as a thorough and significant client care stage. Cons As a result of the continuous remodels, Zendesk is doing to their product, a few choices in settings are not legitimately set under the choices they ought to be. For instance, you might be changing a possibility for a client, so you go to Settings and afterward to Clients, yet you understand to roll out that improvement, you need to go through a very surprising arrangement of steps when legitimately, the choices ought to be where you originally went. Review Source PS Pamela S. Agent Consumer Services Used the software for: 6-12 months ### "Zendesk is great for Support Ticket Management" February 20, 2024 5.0 To be honest, the overall experience after using Zendesk in our department has been great! We are always on top of our metrics and this is mostly because the platform helps us run our business smoothly. Ticket Automation and being able to customize our ticket system so it can fit our specific needs is one of its best features. Pros As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution. Cons At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket. Review Source VR Verified Reviewer Sr.marketing executive Market Research Used the software for: 6-12 months ### "My positive review on Zendesk software ." July 3, 2022 5.0 For me Zendesk software is very good,I already solve my multiple problem using it support team is very professional and quick reply of query.so I'm satisfied with this software Pros Zendesk software is for fast reply and solve the multiple problem in onetime,it help us our query , problem and also help for solve our variety type of problem,we can also send different type of multiple file in one time ,unique feature is impressed me. Cons Sometime reply is quite slow,and different answer what we ask them at all good. Review Source VR Verified Reviewer Fulfillment Associate Health, Wellness and Fitness Used the software for: 6-12 months ### "A great CX-software for starters" December 12, 2022 4.0 isn't bad. Suitable for those who are into Customer Service, but may not be a strong suit for those who are into technology or highly familiar with features. Zendesk is best said to be beginner-friendly. Pros Some things I like the most are:(1) Beginner friendly: Easy for starters to use for CX or customer service(2) Features are easy to use(3) The features are well organized and easy to navigate around(4) Shortcuts are very useful Cons Some things I don't like the most are:(1) Search engine; lacks advanced features for enhanced ticket-finding(2) Rich text doesn't filter very well when particular inputs are included i.e. dash for bullets, numbering for numbered lists.(3) Automations have limited functionalities and logic. For instance, if the time interval is given, but not the precise value i.e. time > 7 weeks, then that is not allowed. That should be included for usability. Review Source Sarah Y. Program Operations Manager Computer Software Used the software for: 6-12 months ### "Zendesk Makes Support Easy" June 30, 2021 5.0 Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk team is always available to answer questions or help you pull reports. I never want to use another ticketing system. Pros Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable. Cons There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value. Alternatives considered [Front](https://www.capterra.com/p/132901/Front/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Switched from [Front](https://www.capterra.com/p/132901/Front/) Front was not as intuitive as Zendesk. Front it also an email management system and does not support the needs of a ticket-based support team. Review Source KO Kevin O. Owner/Artist Apparel & Fashion Used the software for: 1-2 years ### "Your Perfect Order Submission Guru" July 29, 2021 5.0 Ihave not had to use it much as I do most everything myself but when I need Zendesk, It is brilliant! Gooten is what I use it for most or use it most with, and it's actually the only way now they will communicate with some of us at different levels. I'm not a Power-seller, . yet, but will be and Zendesk willbe even better for helping onme handle so much of my business needs and free me up for some more design work! Pros Simply put, it helps me run my business by allowing me to add my product info when I need to know what's going on and it's always helpful & ready to go! Cons Sometimes there's a lag in communications butI do use a free form of this and that makes it perhaps not a priority - I really don't know. It's nonew bunt in to some of my P.O.D. platforms to handle things. Review Source VR Verified Reviewer Research Analyst Internet Used the software for: 1-2 years ### "Zendesk has been crucial for the success of our CS team to scale in size" January 31, 2018 5.0 Tremendous scaling benefits. Adding more users is not just easy, but we have recourse to ensure that our teams can grow at their own paces without worrying if the software can keep up. Zendesk can absolutely keep it; it does not even flinch. Pros Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow. Robust: Robust is a buzz-phrase I try and avoid using, but honestly the robustness of Zendesk is one of the primary reasons we transitioned to it away from HelpScout in 2017. Everything is fairly robust; reports, ticket indexing, integrations, customizations, admin tools, inbox monitoring, and so on. Connectedness: Zendesk makes it super easy to have specific teams stay connected with eachother; not just the support team. We can have folks all across our company set up in Zendesk to help with JIRA reports, historical sales information through Salesforce from our Salesforce admins, folks on research teams, EAMs, and so forth. We can all play in this giant Zendesk sandbox together in our own corners with ease. Cons Innovation: Zendesk seems to have done all of its innovation years ago as the product has achieved a plateau of functionality of features Support: I very much dislike Zendesk's support set up. The amount of money you pay them seems to have a significant impact on your ability to get quick support help. Instead, they depend heavily on an open forum system where other Zendesk users try and help support eachother. Often these support threads turn into a bash-fest with poor attitudes. Review Source VR Verified Reviewer Spanish Translator Computer Software Used the software for: 1-2 years ### "Great tool for customer support" May 27, 2020 4.0 Zendesk has been an amazing tool! You have all the options you need to work more efficiently and as part of a team. It has so many features that you never stop finding new options to improve the work in the team. It is user friendly and it has a clear interface. You just need to take your time to find and learn how to apply all the features to your everyday taks. I will definitely recommend it! Pros It took me a while to get to know more than the basic features in this platform, and once I did I loved it. You can easily create macros, these are templates for emails or replies that you usually send. Using this feature you don't need to write all over again everytime you need to reply the same you can just find it there. You can create a lot of them and name them easily to find them later. You can even use tags to add the name of the user or any detail you may need. The other feature I use the most because we are several people in my team, is the option to assign tickets to other users. This ways you can 'send' a ticket to a colleague for him or her to reply or check it for you. It has SO many options that there is no way to name them all, and they are all super useful! The system can even detect the language of the message and assign it automatically to the member of the team that works with that language! Cons I am not sure I can say this is a negative thing. But I would like to see more video tutorials on how to use specific features and how they may apply to your team and company. There are a lot of help pages, but in order to find specific things you usually need to contact customer support, which is not bad, it just takes extra time. Review Source VR Verified Reviewer Marketer E-Learning Used the software for: 1-2 years ### "A Review on Zendesk Suite." December 21, 2022 4.0 I was quite impressed with . It is helpful for both the client and the agent. The client gets to communicate via different avenues whether day or night and the agent has many tools at his/her fingertips. Pros The Ai-powered bots that would assist the customer if the agent wasn't available, the customer forms that the customer could use and the self-service capabilities in forty different languages. Cons I didn't like having to use code to do any form customizations such as the templates. Review Source Muhammad Daud S. IT Manager Financial Services Used the software for: 2+ years ### "Great platform for support and ticketing" June 22, 2022 5.0 Overall Zendesk is easy to use, interface and options are quite straight forward, response is quicker and easy to manage the logs/requests/tickets and users Pros I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets. Cons Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite Zendesk cost overall was better than freshdesk and it was more user friendly. Review Source LG Luigi G. Imprenditore Public Relations and Communications Used the software for: 6-12 months ### "Uno strumento utile per la post vendita" February 7, 2023 5.0 Pros La cosa che mi è piaciuta di più è stata la sua versalità in fase di integrazione con altri applicativi. La piattaforma è fatta molto bene, è intuitiva e ti fa capire, al primo approccio, dove mettere le mani per offrire una ottima assistenza ai propri clienti. Cons Da mobile è poco intutiva, infatti io ci consulto solo i dati. Review Source MC Maddie C. Data Analyst Marketing and Advertising Used the software for: 1-2 years ### "Communicate effectively with your customers, ¡Use Zendesk!" February 5, 2020 5.0 Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way. Pros Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement. Cons The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features. Review Source HM Heather M. Customer Service Representative Consumer Services Used the software for: 2+ years ### "Zendesk - Honest review based on experience" January 11, 2023 4.0 My overall experience with as a user for almost 4 years is excellent in email and chat channels. However, it needs upgrades for a better user and customer experience. Pros What I like the most about Zendesk was the chat feature. It was easy to navigate and the CHAT feature is amazing. Cons What I liked the least was merging tickets from phones, emails, and chats. You will get multiple tickets from the same channel from the same customer. This causes traffic in channel queues and some concerns are not catered to in a timely manner. Switched from [Gladly](https://www.capterra.com/p/156723/Gladly/) For more precise and easy customers reach out to management. Review Source TN Thayná N. QA Gambling & Casinos Used the software for: Less than 6 months ### "I really love zendesk" July 10, 2024 5.0 Pros I like the way zendesk is simple, easy to understand, and the features that they have. Cons Nothing, absolutely 0 mistakes, zendesk is the best. Review Source Mohammad H. IT Systemkaufmann Computer & Network Security Used the software for: 1-2 years ### "Ein sehr gute Software (Enthält viele Funktionen und Futures)" April 20, 2023 5.0 Sehr gute Software aber wünsche noch mehr Verbesserung Pros Echtzeit Benachrichtigung ist top, also hat uns als Team sehr gut geholfen. Außerdem hat der Software viele hilfreiche Tools, die man nutzen kann, um der Zusammenarbeit zu verbessern. Cons Von mir aus war kostet einbisschen höher als die anderen Software Review Source EM Ernesto M. IT Analyst Information Technology and Services Used the software for: 1-2 years ### "An excellent solution for support needs" February 7, 2023 5.0 I have found all the features and options on Zendesk to be extremely valuable, and I trust that they have been thoroughly researched and based on user feedback before being included. At this time, I cannot think of any additional features that are needed. Pros Zendesk is a highly adaptable platform that I've been using for a while now. What I appreciate most about it is its versatility - it can be utilized by multiple departments, each with its own specific service level agreements, schedules, and forms. The system can be tailored to your needs and updated as they evolve, ensuring that it always meets your requirements. With built-in reporting capabilities and the option to create personalized reports using an intuitive interface, Zendesk provides comprehensive reporting options. Additionally, it also enables you to set up a complete help center with support articles that can be categorized based on both user and agent characteristics. Cons Our company sells software and frequently receives automated emails from sources such as Paypal and banks. Unfortunately, these emails are categorized as "automated" and routed to a junk folder. Upon reaching out to Support, I learned that there is no option to handle them as regular tickets. Review Source JD Jason D. It analayst Transportation/Trucking/Railroad Used the software for: 2+ years ### "Zendesk is an easy way to manage your customer services team" December 17, 2022 4.0 Easy, light touch and a simple solution that has transformed my customer services team Pros An easy solution that can be learnt by even the most technophobe individuals. It allows the storage and management of customer services all from one application and I truly believe that it speeds up efficiency of ticket resolution, as well as increase customer service effectiveness. Cons Some of the pricing can be relatively higher then other live chat/ticketing platforms but I believe that it's worth it for my team. Review Source SH Steven H. IT Dude Printing Used the software for: 2+ years ### "Easy to get started, but expensive. Sometimes prohibitively expensive." July 18, 2022 5.0 We use Zendesk to handle customer requests across several brands and platforms from email to social media, WhatsApp and website chat. It makes consolidating knowledge easy and enables agents to provide standardised, consistent responses while still personalising them to the user's unique circumstances. Pros Really easy to get started and have the basic function you need right out of the box. Customers seems to like the way their requests are handled through the system. Cons The per agent pricing is high, especially if you needs more advanced features. We have to really think hard about weather to add another agent or not because of the pricing. It really makes the product difficult to recommend. Reason for choosing Zendesk Suite At the time Zendesk offered additional add-ons for a competitive price, like chat and social media. It also seemed to have the best customer satisfaction. The price has since however become prohibitively high. Review Source VR Verified Reviewer SQA Computer Software Used the software for: 2+ years ### "Powerful helpdesk software for better business and customer satisfaction." December 27, 2018 5.0 Zendesk is super easy to use and to communicate with different other teams is very easy.very good customer support and it has 24/7 support .Zendesk has a great job in seriously improving their product listening to their customers and releasing new features to make their customers feel very happy. it is fully featured and comprehensive . Pros Zendesk is most commonly used helpdesk software for more of the business world to understand the customer concerns well and improve business style and it has very great features include it has multi channel support like email,phone,chat and social media support. it has a very great robust reporting and advanced analytics which helps in understanding the customer needs prime focusing on the requirements customer is looking for.Its has very good UI for the customer facing and very user friendly options for navigating across different options and it has flexible ticket management and with automated workflow which helps us better understand the pending issues and what are the better ways is minimizing the issues in future and additions features i like the most are as below: 1)Open API 2)We can export the tickets to view in CSV. 3)Include public and private forms 4)SSO with twitter Facebook Cons The least about the software is that this software is getting struck sometimes due to adequate request and on multiple selection and the latest software is now which is working very fine and fast Review Source VL Vanderlei L. Estudante de Pós Graduação MBA Research Used the software for: 1-2 years ### "Ótimo produto para avaliações dos clientes e consumidores " April 25, 2022 5.0 Utilizado para compôr com outros produtos e serviços destinados na capatação e orientação de regulamentação para geriri novos clientes e ambientes de pesquisas. Pros O produto é muito bom sendo de maior competência na utilização de avaliação para pesquisas destinada ao clientes de mercado de consumo em geral . Fácil de usar sem nenhuma complicação de modo geral. Como utilizo destinado a pesquisas, a introdução foi de forma dinâmica e sem senhum descompacto funcional. Cons Somente em caso de geração de dúvidas o retorno direto ou indireto para atualização do programas e seus recursos secundários. Provém em um pouco de lentidão diante do retorno automático para questões e dúvidas pertinentes ao seu uso. Review Source Mayre W. Sales Development Representative Computer Software Used the software for: 6-12 months ### "It is completely worth it." February 26, 2023 5.0 We switched to a few months ago, which has been a good decision as the workflow is now more comprehensive and simplified. It's a flexible, powerful and very secure CRM. We can organize and prioritize effectively. Pros I appreciate that it allows for automated systems not only for ticket updates and status, but additionally for reporting. One of the features of this software that I appreciate the most is its user interface, which is not only intuitive and simple to use but also has a visually appealing overall appearance. Another is that it greatly facilitates organization through effective ticket assignment and simple control. Cons So far I have not experienced any negative aspects, on the contrary, it has simplified tasks that I used to distribute with different software or platforms, which has saved me a lot of time and made my work easier. Review Source LG Latoya G. CSA Consumer Services Used the software for: 1-2 years ### "Zendesk usage" May 14, 2022 5.0 It's pretty good, it was the very first tool I learned about and it never disappoints, I've learned alot from it Pros I love that it allows me to separate channels and my absolute favourite is that it pushes all the open any the back so they don't mix with new tickets Cons I cannot say I have a least but if I had to say it would be being rate on spot, I don't like seeing my bad ratings Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.