# Page 17 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 17 - 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 17 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 401-425 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer custommer support agent Consumer Services Used the software for: 6-12 months ### "TOO MUCH DETAILS on Zendesk" April 16, 2023 4.0 I can say overtime you can get used to it, so it can be nice. But I personally dislike the platform. Pros I beleive it is very nice to have as a tool if you are an administrator, since they obviously have more clear functions added to these tasks. Cons There is to many features, buttons, options, shortcuts.. its just to many at this point. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Company Switch Review Source VR Verified Reviewer Account Executive Marketing and Advertising Used the software for: 6-12 months ### "Helping our Clients Succeed!" November 30, 2023 5.0 Overall experience was very positive. Running a tech company requires a lot of customer support and care and Zendesk helped us achieve this. We loved the real-time chats and notifications. It helped us service our customer base with ease! Pros When we would have clients come in requesting support, Zendesk really set us up for success. The platform allowed us to respond quickly, with clear messaging, and understand how urgent requests were! Cons I really enjoyed the whole product experience! From time to time, the product would lag when it came to real-time requests, but they may have had to do with connections. Review Source Mauricio B. Software Support Banking Used the software for: 2+ years ### "Zandesk Fácil " September 21, 2022 4.0 Já uso a muitos anos é robusto e Pros A integração com o Jira, a possibilidade de abrir chamado parcial utizanso a conversa paralela. Cons Nada a declarar, o software é estável e se adequa as necessidades de qualquer empresa. Review Source VR Verified Reviewer Technical Support Consultant Computer & Network Security Used the software for: 1-2 years ### "Limited CRM" August 27, 2022 4.0 Pros It's easy to navigate and usually stores a medium amount of complex customer data. Cons Report and Data Export works very differently for Microsoft Users and Apple users. Unfortunately there is a pretty significant loss in the features for Apple users. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Zendesk Suite Size of the organization at the time. Review Source Subham A. Iot Associate Research Used the software for: 6-12 months ### "ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. " April 4, 2018 4.0 Easy to use Tracks all issues and provides reports Improves efficiency and service quality I love a ticketing system - and the cost of Zendesk is just right! The functions are endless, even for the basic subscription. Easy tool to use. Great customer support. It is an easy way to build a helpdesk/knowledgebase system for our clients to rely on. Quick set up. Easy to begin the process of setting up a help desk system. Nearly immediate results for customer notifications and for internal email notifications. Pros Flexible ticket management with automated workflow Multi-channel support: email, web, phone, chat, social media Robust reporting & advanced analytics Branded customer-facing web interface Community forums Over 100 out-of-the-box integrations with 3rd party apps Multi-brand support with linked accounts Group rules and macros Screencasting Public and private forums Multi locale (timezone and languages) REST API Salesforce & SugarCRM integrations Real time updates Open API Cons This caused us difficulty with our own customers. The price structure is developed by some MBA guy. It's an online platform people, get over yourself. Dropped calls constantly, not an efficient way to keep our team informed about patients, super frustrating when calls were not taken even though their were people available Zendesk have continued to charge me for months despite having a new paid account Forced to switch to Zendesk from Zopim Zendesk continue to charge my old account 6 months later Wasted many hours on their own online support. Countless emails ignored. Started a dispute with PayPal but still, I cannot elicit a response from Zendesk Their online chat denies that they are charging my account even though I have sent them screenshots of their own transaction emails I find it baffling that even in the face of such overwhelming evidence of unauthorized charges continually being made to my account that zendesk will not respond to me. Review Source AA Adeel A. Digital Marketing Assistant Retail Used the software for: 1-2 years ### "Review of Zendesk Suite" November 30, 2023 5.0 Overall, I'm happy because it offers great agent training and usage. Pros Excellent locate and search features; it's simple to look up a participant's email address, and we can access a comprehensive history of every interaction they've ever had with us. able to store answers so that other staff members can use them as a general response to a particular FAQ. Cons Sometimes, if the application is not opened from the back end, alerts and notifications do not arrive. Review Source AM Andrew M. Staff Team Leader Telecommunications Used the software for: 2+ years ### "Zendesk overall performance and evaluation CRM" July 10, 2022 5.0 Great! we have been pleased by the majority of ZD features Pros Zendesk has given us a lot of un terms of CRM usage and how we addressed our customer's request, so far ZD it's a great tool that allows us to customize our options and make sure we don't miss anything Cons I would say that it will be great to have the chance to create our own ticket status and follow-ups. Sometimes when the CSRs are putting tickets in "On-hold" status, they're not getting notified after some time to keep an eye, and we would like to switch status automatically after certain amount of time Alternatives considered [Jitbit Helpdesk](https://www.capterra.com/p/117628/Jitbit-HelpDesk/)[ClickUp](https://www.capterra.com/p/158833/ClickUp/) Reason for choosing Zendesk Suite Because of the integrations with other Apps Review Source VR Verified Reviewer Co-Founder, Head of Operations, Logistics, & Technology Apparel & Fashion Used the software for: 2+ years ### "Hidden pricing makes me want to avoid Zendesk" February 25, 2019 3.0 Overall, i was very satisfied when we first started with them, but every year I have found more experiences that were negative. Moving away from them will take a long time, but I am not happy with their service at the moment. Pros The platform was easy to set up, and offers a great solution to manage the customer experience. Very easy to automate. It's easy for our team to learn. It offers an app store that can increase its functionality Cons Its customer service team is not good. I find that they have been difficult to contact and difficult to work with. They can take a long time to respond, and will often not help you with much. Their training sessions often have a cost. Zendesk also has a hidden pricing structure. In order to get a feature, you might need to pay for their professional tier, and then add an extra cost for the feature. I quickly found that it was costing too much per user to provide basic features that its competitors offer at no additional cost. Its platform has many layers that do not integrate together. Its chat widget does not integrate well with its ticketing system. Its telephone system is also very segmented. It was as if they merged different platforms by only doing the simplest integration. Review Source Ashley O. Owner Hospitality Used the software for: 2+ years ### "Its a good app" May 9, 2024 4.0 overall its bee. A great experience. I definitely recommend it Pros its easy to use and navigate. The layout is great also. Cons it does take a bit of time for them to answer Review Source DH Dwana H. administrative assistant Consumer Services Used the software for: 2+ years ### "Zendesk" November 11, 2020 5.0 Zendesk email, chat make my job a breeze because before I had to wake on another person to get back to me about the lawyer or customer response. Now, it is just me doing all of it myself thanks to this software. Pros When customers called I was able to help them faster thanks to Zendesk. The City has fewer employees dealing with customer service and now that people need their reports and we have to let them know if they are ready or not and give a price. Zendesk live chat with the law office about customer report is quicker because of this software. We are able to sell accident reports faster with this new software and it fit the need we had for more help. I can email, chat with attorneys about their client's report and give the price of it thank Zendesk multiple channels they offer us to help the customers. Cons Nothing bad to say about Zendesk because it is helping to replace four people who help to do this job. Review Source Palash S. Product Head Information Technology and Services Used the software for: 2+ years ### "Best for Starters " June 2, 2022 5.0 Overall experience is fantastic, definitely recommend if your requirement is not high or for limited set of customers Pros Simple and elegant quite easy to use and someone with a starter experience in CRM and Service desk should definitely go for Zendesk and once confident based on requirement can make a switch to advanced products in CRM and Ticketing system Cons Still quite basic as compared to advanced version in Salesforce Service cloud Review Source VR Verified Reviewer CEO Financial Services Used the software for: 2+ years ### "Stay Away" May 5, 2020 1.0 Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there. Pros At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users. Cons Their chat software will consume the life out of your website performance. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source HV Hernan V. Support Engineer Electrical/Electronic Manufacturing Used the software for: 2+ years ### "It is a suite not very cheap but it is worth what you pay" May 26, 2023 5.0 It has been very helpful to organize and prioritize customer inquiries effectively. When you go trough the learning curve its easy for our support agents to navigate and have the best control of our tickets Pros It provides ne a centralized platform that addresses various customer interaction channels, streamlining support processes. And is highly customizable Cons The platform require time and effort to fully grasp and utilize its capabilities. Besides, is not cheap. Reason for choosing Zendesk Suite Because It has a large user base, and many good reviews about it capabilities to handle customer interactions effectively and efficiently. Review Source GT Gregor T. Senior Operations Executive Information Technology and Services Used the software for: Less than 6 months ### "Gregor Tims FREE NOW review" April 29, 2022 5.0 I use it to record issues with customers, such as document problems, or quality of service issues. I use it to search for issues that my colleagues have dealt with, in case I end up having to deal with a follow-up. I use it to call customers frequently. I use it to email customers with important information. I use it to coordinate dealing with issues with my colleagues. It's a great app, it's intuitve and easy to use. Pros Zendesk is a fantastic app. I really like how easy it is to use for a broad variety of purposes, most especially issue tracking and recording for me, along with making calls to customers. I really like how easy it is to search for historic tickets. I really like how when you make a call, it automatically generates a ticket and a call recording. I really like how easy it is to make calls through Zendesk. I use it all the time if I want to find out more information about a customer issue that I have to deal with. I like being able to tag colleagues in tickets. I like the option of changing between internal note and public reply. The public reply system is great for emailing customers without having to use my personal email, and to create a record that everyone can see. It's a fantastic app/ Cons I virtually have no complaints at all! I think it would be better to more clearly order the tickets when I use the search bar - I have no idea what defines the order they appear in, and although it's easy to order by date modified, I'd prefer it to be ordered in that immediately. I'd also like to be able to see my historic tickets more easily. Right now I only seem to be able to see the ones I have in that week, but sometimes I want to find one from two weeks ago or more. I'd also like to be able to see all the reviews I've got, not jsut the ones from this week. And being able to search tickets by the colleague who made them would be great too. Review Source VR Verified Reviewer IT Consultant Retail Used the software for: 2+ years ### "Customers and agents are the focus" November 9, 2021 5.0 Pros Easy to use and to customize. Providing agents all the tools they need to manage requestes. Giving customers many channels to self-response their answers or get in communication with agents. Cons I don't have any cons, my experience with Zendesk was great Review Source Jisselle B. Director of Customer Success Consumer Services Used the software for: 6-12 months ### "Zendesk has great features, but I find it to be clunky. " June 6, 2022 3.0 I liked Zendesk for the features, and the reporting was extensive. However, I found it difficult to use, and much more difficult than other CRMs and HelpDesks to build reports. The social metrics are also lacking in comparison to other HelpDesks. Pros Zendesk has a great ticket management system, with omnichannel communications with customers. I like the Knowledge Base Management system, and the reporting is top-notch. Cons It feels clunky and disconnected to me. Having to exit fully, and have to download separate things for reporting is difficult. It's also tough to build reports, but user-friendly. Review Source KC Kris C. Platform expert Telecommunications Used the software for: 2+ years ### "Experience you Customer support needs" November 16, 2023 5.0 Overall, Zendesk is a easy going and pleasant tool for working and administrating. We had the excellent feedback from the operatives and they are satisfied with our selection. Pros Zendesk has a great administrative environment. We can set up complex automatization, prioritization based on our needs. This gives it an edge over competition with simple automatizations. Analytics is also easily done due to intelligent tagin mechanism so that you can call any filed you need and want. Cons With multiple teams working on Zendesk it can become a mess with ticket transfers and constant changes of ticket forms. This is something that needs to be tackled on department level. Least like feature was the inability to permanently remove participants from a ticket, as if the external replies come with the email agin added in CC, zendesk will add it again. Review Source ousseynou D. Ceo Internet Used the software for: 1-2 years ### "Zendesk: my review " September 19, 2023 4.0 Overall, I'm quite satisfied with the software. The mobile access allows me to manage my business at any time. Pros Being able to provide our customers with fast, efficient support. It brings us closer to our customers Cons For my taste I find the product a little too expensive Review Source jason E. Internet marketer Computer Software Used the software for: 1-2 years ### "Zendesk reviews 2022" May 24, 2022 5.0 It provides quality ticket management solutions with good reporting and integration. Highly recommend it Pros Zendesk provides great portals to respond to tickets fast with the extra permeability to collaborate with colleagues too. It permits us to create ticket numeration, keep them organized, and easily trackable. The Zendesk automated email sent feature is very cool because It helps to retain our customers(in some ways) if we are away by sending them an automated email that we can easily follow up with at any time. The platform and UI are easy to navigate. They offer pretty affordable pricing plans with trials too and great customer service supports-which tends to be one of the most important features. Cons Data exporting takes a long time to fully export especially if I have more than 3 tabs opened in the chrome browser. Review Source MC Mohamed C. Lecturer Education Management Used the software for: I used a free trial ### "Zendesk for a unique customer service experience " September 28, 2023 5.0 Zendesk is a unique customer service provider to build strong relationships with clients and customers more than solving problems; it connects companies with their customers getting help on time with efficiency and accountability. Zendesk's features are numerous and mainly diverse for they range from voice calls and social messaging to ticketing system and data analytics. Zendesk exceptional vision made it popular worldwide that you find it almost various platforms such as uber, instacart, stripe, slack and many others. Pros far away than its competitors, Zendesk offers innumerable features to bridge gaps between companies and clients or customers: whatever the issue, Zendesk is there to answer customers' concerns on time. Features range from ticketing, emailing, chatting, social messaging, prebuilt answer bots, analytics and many other great options to assist customers and get the right back up. Zendesk helps connect administrators, service providers to their clients without any barrier thanks to the huge number of integrations to solve problems faster. Cons I find it difficult to use at the very beginning; there are many tech-related options that need training. In fact, Zendesk has an academy to familiarize users with all its features to get the most out of its schemes and plans. Review Source AG Angela G. Manager, Configuration Management / PLM System Administrator Automotive Used the software for: 2+ years ### "Eases and simplifies IT Ticket tracking and Management" August 22, 2023 5.0 Overall experience is good. Tool is helpful and relatively easy to use. Pros Entering a ticket to request access or issues is simple and easy to use. It's also nice to assist in ticket tracking and prioritization as well as communicating back and forth with the user. Cons As an individual that uses this to report issues I am also assigned tickets to issue out licenses for another platform. The only issue I have is the required amount of data I have to answer as required fields before I can submit an update to the ticket. It is also difficult to add someone else to the thread in replies. This could be an internal set up requirement however and not the fault of . Review Source jS joel S. IT Support Computer Networking Used the software for: 2+ years ### "Zendesk Review" June 9, 2021 5.0 Really practical, it even has a mobile app that is very good on the go. Easy to use and straight forward. Pros Zendesk support is easy to use and your dashboard is clean and simple. Only relevant informations are displayed to the agent. Cons SLA continued when reassigned to a new agent. The theme can be reviewed (adding a dark theme would make it the best of the best) Switched from [osTicket](https://www.capterra.com/p/125118/osTicket/) Wanted to have a simpler ticketing system that displays only relevant informations to agent. Review Source RL Rebekah L. CDD Manager Gambling & Casinos Used the software for: 2+ years ### "KYC World" November 28, 2023 3.0 Pretty good, most platforms like this usually have little tweaks that need to be made but this is managed centrally which is a benefit. Pros Zendesk is very straight forward, for my team I would prefer to be on workspace functionality but we are able to deal with customers swiftly with overall great functionality and range. Cons Personally, I find the reporting a little clunky and sometimes difficult to navigate, but I tend to play about with the reporting until I find what I am looking for. Review Source AR Andre R. VP Operations EMEA Computer Software Used the software for: 2+ years ### "Easy to implement, easy to use customer services one stop shop" December 28, 2021 5.0 Zendesk tackled all requirements for us when starting with it. We were on the lookout for easy to use software that would allow ticket management as well as a help portal for our customers. We required little assistance to get it set up. Pros Zendesk is great to be able to easily log, handle and resolve tickets, embed CSAT and integrate with core systems such as salesforce and JIRA. Easy to deploy, easy to customize, rolled out in just a few months. Cons I wish Zendesk would have a better method of dealing with organizations and users. Not only in reporting but basically in the administration of it. In our organization, it leads to a lot of noise and data quality issues. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Too complex. Review Source Sara B. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "The Zendesk customer support platform is one of my favorite tools" February 22, 2022 5.0 Management and consumer complaint resolution. Task and ticket assignment to the team. Contacting customer support personnel and receiving quick replies is easy with Zendesk. It has an easy-to-use Livechat feature that helps expedite the customer assistance process. Pros Zendesk is a simple platform. It's packed with useful features. There is room for improvement when it comes to providing assistance to customers. It's been around for a long time. The first time we tried Intercom as a live chat tool, we ended up reverting it back to what it was before. The software is simple to implement and it works without any problems. A live chat option is strongly recommended if you're seeking for one. Cons It 's not always easy to get in touch with customer service. If you need assistance from customer service, it may be tough to acquire it. Please allow for popups on cellphones so that I don't have to worry about losing the chat when my browser refreshes. 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.