# Page 15 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 15 - Is Zendesk Suite the right Customer Engagement solution for you? Explore 4079 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 (4079) 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 15 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 351-375 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 VR Verified Reviewer Marketing Manager Used the software for: 2+ years ### "ZenDesk Makes Managing your Support Efforts a Simple & Straight Forward Process" June 21, 2018 4.0 Pros ZenDesk makes it easy to manage your Support/Customer Service queue, offering a user-friendly dashboard, custom modes for communicating with users/customers, and bench marking statistics, both within your team and against industry averages, that help you understand how you stack up against other team members as well as competitors. With such a vast database of industries within their portfolio, ZenDesk has been able to optimize their system, helping businesses across the business spectrum. Have used this software in different industries, and it is responsive to all types of Support communication. Also gives businesses the ability to customize their system, which allows for a great feel/branding opportunity in some cases. Cons There are times when the software can be so user-friendly and intuitive that you feel as if you're missing some functionality. While support typically consists of straight-forward communication, there are times when incorporating additional agents in real-time would be helpful in more of a live chat setting as opposed to the "email" template where most communication takes place. That's not to say collaboration in ZenDesk is impossible as that's not the case at all, but it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket). Review Source AB Andrew B. President Financial Services Used the software for: I used a free trial ### "An absolute waste of time trying to implement these services into my companies. " August 30, 2022 1.0 An absolute waste of time trying to implement these services into my companies. I don't even know where to start - but it's evident the developer team behind the service does very little to maintain scripts and codebases used within their apps - as it is next to impossible to easily incorporate anything into your existing webspaces. I have been working on implementing their services for over 4 hours now, when I was able to complete the same plus more on Zoho in half that time. I understand for the last time why I have not, will not, and do not ever want to entertain using their services EVER again. Seems as if they tout the fact they are 'leading customer service solution provider' but I think they are confusing the services they provide for others vs users needing support from them - because if it was the ladder, it would totally make sense. If their dismally written and executed docs don't help you (they wont) then you can look forward to chatting with their dumb bot, that forces you to go through 5 min of pre-screening before even routing your support request, which once received will only be responded too ever 10 min, and if it's a ticket, expect a response after 6 hours. Not sure how this company stay on top (other than the fact they offer solicited reviews in exchange for more time) but as a social media influencer I will be sure to make sure as many people stay away from this company as they can. Pros Nothing good can be said about this company. Cons Everything they offer encapsulates why this company is awful. Reason for choosing Zendesk Suite I didn't - this company sucks. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Thought it would be better - was amazingly wrong. Review Source VR Verified Reviewer Customer Support Team Lead Computer Software Used the software for: 1-2 years ### "Zendesk is a good ticketing tool, once you learn to work with it." September 8, 2022 5.0 Overall, Zendesk is easy to use once you get the hang of it. Compared to other popular help desk ticketing solutions, Zendesk has more to offer in the way data is stored and accessed and in reporting. Pros Zendesk makes managing issues easy. As a very popular ticketing system for SaaS organizations, I have had the opportunity to use a few different Zendesk deployments. While each deployment can be configured to the client's needs, the functionality is the same. At its core, it's a solid ticketing system that enables you to track and respond to issues effectively and efficiently. Cons It can be a bit challenging to work with the reporting functionality. While the generic reports are good, I find it difficult to customize the reports to pull only the data of interest. Perhaps this is because there is a lot of custom/non-standard configuration on the instance I use. As I was not involved in the initial deployment, I cannot say for sure the organization is using Zendesk "correctly." Review Source ES Ej S. President Information Technology and Services Used the software for: 2+ years ### "Zendesk has been our longest employee..." May 26, 2023 5.0 We started using Zendesk around 2012(?) and found it to be a great way to prioritize customer needs and make sure we are properly taking care of our clients. I really feel like it just makes the support experience better and easier for a business owner and can't imagine NOT having Zendesk. The majority of tech companies that we deal with also use Zendesk and as someone sitting on "the other side" for those interactions - they're easy to deal with as well. Pros Support Tickets are easily made by either going to the site, sending an email, or calling and leaving a voicemail. The interface for tracking customer interactions is built for speed and efficiency. The Live Chat and Talk products are awesome ways for customers to interact with us. Mobile Apps work well and keep me informed of what customers are asking for and how my team is handling it. Cons Over the 10-11 years we've had Zendesk there have been changes and sometimes those changes or migrations can be a little wonky.- but their customer service is generally able to work that out. Review Source MJA Mikko Jerome A. Business Travel Consultant Outsourcing/Offshoring Used the software for: 1-2 years ### "Zendesk Suite Review" December 29, 2023 5.0 I am very happy using Zendesk since it makes my work easier. Pros It is very useful to communicate with customers and it is easy to access the previous conversations. Cons Since it doesn't always appear when I want to look for anything, it's hard to do so. Review Source KS Kylie S. Program Support I Outsourcing/Offshoring Used the software for: 2+ years ### "Zendesk Review" July 10, 2023 5.0 Pros Zendesk is a great platform which gives you different options to reach out to a customer, namely e-mail, chat, and call. You can also see trends or ticket reporting via explore to track ticket requests and how to use it for better ticket management. Finally, what I like most about this platform is the Knowledge Base which can also be made available to public as it helps find answers to certain situations and I love how you can insert visuals/screenshots for a visual person like me! Cons The only thing I can think of as what I like least about Zendesk is the recent update that allows you to move the message box to adjust its size. I find it really narrow esp. when you are using a laptop (even if you zoom out). Review Source DE Donald E. Technology Director Education Management Used the software for: 2+ years ### "Zendesk Help Desk system" October 7, 2022 5.0 We are satisfied with the software meeting our current needs. In the Future we will be exploring other features of Zendesk to see how they can help us in our Day to Day business Pros Cost was low. The system does what we need. We have not explored more features of the software yet. Cons Since we have not explored more features, I don't have any cons at this point. The software has met our current needs Review Source AS Ander S. Operations Specialist Financial Services Used the software for: 2+ years ### "Zendesk in FinTech" December 22, 2023 3.0 It has its ups and downs but in general it is working quite nicely and the topics that can be complained about are usually not a deal breaker. Pros The general ticket solutions and the possibilities that are within Suite are a good one if you are working in a team. Everyone can have access and also share feedback. Cons Few features are very basic are seen as premium (cost extra). For example forwarding a case on an email costs extra. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) A general decision while multiple teams were combined into one. Review Source Laura N. Member Services Coordinator Renewables & Environment Used the software for: 2+ years ### "Good ticketing tool, but not fully a fully customizable solution" April 22, 2019 4.0 This tool has generally met our needs, but may not have been the correct choice for our specific use. If there was an app for end-users and some further customization available, it may be able to become what we had hoped it would be. It does do what it is meant to do very well; it should just be clear that there are limits to its customization. Pros Web interface and app are easy for agents to use and become familiar with. Forms can be set up and customized to capture a wide range of issues and set up to auto-send to the correct departments for quick follow-up. There is an ability to set up a variety of views and to share these or keep them to a single agent if desired. Once a ticket has been created, end users can reply directly from their email, which makes it simpler for them to use. Analytic tools in Zendesk aren't bad. The permissions and available types of users are good. Cons There are definitely some limitations to this platform that become more evident the more familiar you become with the system. There are some settings that cannot be customized on a per-form basis, and this makes it difficult to fully customize reporting and analytics properly. There are similar limitations on SLAs, especially when there are end users that operate with different hours/days of week, so some of the blanket settings become less useful in situations like this. There is no end-user app. Review Source NKK Narendra Kumar K. Assistant Manager - SEO Information Technology and Services Used the software for: 2+ years ### "Best Email Support Platform, If you are dealing with more Customers. " August 21, 2022 5.0 Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours. Pros The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance. Cons Not sure, as I didn't find any flaws in my usage time. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Zendesk Suite Not sure why we have taken Zendesk, however never felt regret after going for it. Review Source RP Ripal P. IT Analyst Information Technology and Services Used the software for: Less than 6 months ### "Easy to manage" March 24, 2023 5.0 I would say pretty smooth as i do like most of the features in it and anybody can learn the tool. Pros Managing tickets is very easy with Zendesk as you can keep track of you open tickets and the tickets that are still waiting for the resolution. Which agent is working on what tickets can also be tracked. Very useful And easy to manage. Cons The thing i dont like about zendesk is that it wont alert you on what tickets have updates, you have to individually check ticket one by one. Reason for choosing Zendesk Suite Zendesk have all encrypted UIs and APIs. It is very user friendly software and can be gradped easily by anyone. Switched from [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Sometimes it was very challenging to make edits that were made by mistake and is very difficult onboarding configurations. Review Source JF James F. Music Manager Music Used the software for: Less than 6 months ### "Steve Rob Music - Zendesk Suite Review" May 14, 2024 5.0 Our experience is great, and we are happy to continue using Zendesk. Pros We have used Zendesk for about 3 months. We really enjoy how easy it is to customize branding, add or remove agents, and setup specific policies. We enjoy how we are able to do everything with an easy to use dashboard which has everything all in one place. We also utilize Zendesk on our other platforms, such as our websites, merch store, etc. It's very easy to integrate and our customers enjoy it! Cons Zendesk is very costly, but we were able to get a discount as we are a startup company. I would like if Zendesk had a free plan to begin with. Obviously there would be some limited features unless you upgraded, but it would allow things like web chat or a certain number of agents. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) We felt like Zendesk met our needs more, in terms of ticketing and collaboration. Review Source OD Okunade D. Customer assistant representative Consumer Services Used the software for: 2+ years ### "Zendesk suite beyond interaction " December 23, 2022 5.0 My experience so far has been great, and I believe it will be better as time goes by. Pros assists me in improving customer service and also helps. in keeping information about the clients confidential. The site is user-friendly and I did not have to bother myself much before using the app as a newbie. Cons I believe the technical support could be improved because compared to other websites like slack there is a need for improvement.Also, the sending of data should be worked on because I noticed the CC field has been removed and the notification is slower. Review Source PC Pedro C. Marketing Manager Marketing and Advertising Used the software for: 6-12 months ### "Almost Everything you want in help desk " August 11, 2021 4.0 It gets the job done and it does its core functions very good, has room for improvement but it's very good at what it does Pros Zendesk is easy to set up and gets the job done, everything works and there's apps for extra features you might want Cons The help center feature is terrible, and I wis thr reporting feature was easier to use Review Source AL Alberto L. Product Manager Education Management Used the software for: 1-2 years ### "Customer Service Made Easier" April 8, 2022 4.0 Overall, the Zendesk platform meets and exceeds the needs of our business. It has helped us streamline our customer support processes and improved overall customer experience. Pros The ease of deployment and intuitive agent dashboards make this standout from other similar software. Cons Their customer service is lacking and they could do better in responding to queries. Alternatives considered [Sprinklr](https://www.capterra.com/p/131274/Sprinklr-Platform/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite Pricing and a la carte options Review Source JE James E. It support Automotive Used the software for: 1-2 years ### "great product" June 23, 2023 5.0 Pros the product is easy to use and easy is the ultimate customer support solution that empowers businesses to deliver exceptional experiences across multiple channels. By unifying various functionalities, automating processes, and providing valuable insights, it enhances support team efficiency and customer satisfaction. Whether you're a small business or a global enterprise, Zendesk Suite equips you with the tools to build strong customer relationships and drive business growth. Embrace the power of Zendesk Suite and revolutionize your customer support operations. Cons While Zendesk offers a range of features and benefits, it is crucial to consider its limitations and areas that may require improvement. Factors such as cost, complexity for new users, customization options, reporting capabilities, scalability challenges, and integration limitations should be carefully evaluated to ensure Zendesk aligns with your organization's specific needs. By acknowledging these limitations, businesses can make informed decisions, explore workarounds, or consider alternative solutions to meet their customer support requirements effectively. Review Source GK Gauthier K. Coordinateur Non-Profit Organization Management Used the software for: 2+ years ### "Coordinateur " April 17, 2023 5.0 Je suis très satisfaite de l'utilisation de ce logiciel vu que ça m'a aider dans mon travail Pros L'impact dù à la facilité de l'utilisation du produit rassure Cons Non, je pense que les concepteurs ont anticipé les besoins des utilisateurs Switched from [GCPay](https://www.capterra.com/p/182990/GCPAY/) Parce que celui-ci est très pratique Review Source GS Gustavo S. Global Head of Customer Experience Hospitality Used the software for: 2+ years ### "Very consistent platform, but pricey" June 17, 2023 5.0 Pros Triggers, Views, automations and the easyness to integrate with other platforms. Cons Its very expensive and a bit complicated to understand for beginners Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Review Source Pedro A. Marketing & Growth Ops Financial Services Used the software for: 2+ years ### "One of the best support tools to have" October 17, 2023 5.0 Pros \- Easy to setup and super personalized tool (Create chatflows to help your customers)- The AI keeps getting better. - Track tickets and assign them into multiple owners inside hubspot- Integration with a lot of tools and Apps marketplace Cons \- The support could be faster to respond- The API could be better, it usually lacks some documentation (F.e: How to hide th bot when some actions are performed in our site) Review Source KS Kees S. Customer Experience Manager Marketing and Advertising Used the software for: 6-12 months ### "Review Zendesk Suite" July 31, 2023 5.0 Een fijn programma om mee te werken, vooral door de overzichtelijkheid. Pros Op dit platform kan je eenvoudig zien wanneer, waarom en hoe een klant contact met je opneemt. Verder is de geschiedenis van chats eenvoudig terug te vinden. Cons Voor beginnende mensen op het platform is het moeilijk te navigeren. Reason for choosing Zendesk Suite Omdat ons moederbedrijf dus al bij Zendesk zat aangesloten. Switched from [Bird](https://www.capterra.com/p/160795/Bird/) Onze partner zat al bij Zendesk en daarom zijn wij overgegaan op hetzelfde systeem. 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.