# Page 21 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 21 - Is Zendesk Suite the right Customer Experience 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 June 2nd, 2026 # Page 21 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 501-525 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use OA Oluwatobiloba A. Marketing specialist Marketing and Advertising Used the software for: 1-2 years ### "Zendesk best review " July 14, 2022 5.0 Zendesk is each to use Pros The email feature and always ready to give customers feedback Cons Alot of people use Zendesk so I think Zendesk needs more hands to help reach their customers on time. Review Source Meagan W. Handyman Construction Used the software for: Less than 6 months ### "Zendesk Suite for Small Startups" June 25, 2023 4.0 With , CRM is more manageable. Pros is by far the easiest software I have ever had to work with. My company runs so much smoother now. Cons There isn't anything to dislike about Zendesk. Review Source MW Matt W. VP of Product Information Technology and Services Used the software for: 2+ years ### "Zendesk Suite is a great option" May 23, 2023 4.0 I've had a great experience with , they have a massive library of documentation and a helpful support team. Pros Zendesk is incredibly simple to implement on our site for customer support requests. It's easy to publish help articles into the knowledge base, organize them with categories, and insert them in support tickets as quick replies. The knowledge base/help articles are very basic as far as formatting options, which I happen to prefer. Cons More customization of the web widget search functions, view, & fields. Review Source VR Verified Reviewer Senior support lead Computer Software Used the software for: 1-2 years ### "Zendesk is the Best " May 26, 2022 5.0 Very positive experience. Pros Easy of use and the simplistic nature of the UI. Cons It wasn’t great for monitoring tickets from a supervisor or management stand point. But for a tech, it’s fantastic. Review Source Brendon M. Account Executive II Computer Software Used the software for: 1-2 years ### "Great for ticket management and storing knowledgebase!" June 29, 2022 5.0 Pros Automation for alerts when something is not resolved in a certain number of days. The ability to integrate with other solutions and add-ons is great. Cons Nothing about the software that I did not like, but could be the pricing, it can get expensive if you need multiple admins. Review Source AH Adam H. Project Manager Information Technology and Services Used the software for: 1-2 years ### "Create for customer engagement " May 30, 2024 5.0 We use it for managing live chat interactions and raise tickets for follow up Pros Its live chat aystem to easy to setup and use Cons The system can be a bit tricky for new users to master Review Source RO Raad O. Marketing Specialist Consumer Goods Used the software for: 2+ years ### "Effective in speeding up response to customer requests" April 6, 2023 5.0 Zendesk has helped us automate processes and respond faster to client requests. Its detailed information has helped us improve operations. Pros Zendesk's organized platform helps our staff manage client tickets, questions, and live chats with self-service capabilities and extensive documentation. Its high-quality features let us easily follow up on client tickets, assign automated responses, and promptly distribute them to the right team member. Zendesk's tracking and reporting let us measure the team's reaction time and customer satisfaction. Cons Zendesk has been trouble-free. Its ticket coding and simplification make it straightforward for customers and team members to follow. Review Source DM Dejan M. IT MANAGER Hospital & Health Care Used the software for: 1-2 years ### "Zendesk made our life. Specialy our workers life from misarable to enyoyable." December 9, 2022 5.0 Overall the team that uses it has more time foe other work since this made our requests and support easy and well managed. Even if somebody is misssing its easy to cover for them. Pros How easy it is to use and even people which are not super good with english can use it.Easy to manage. Easy to give instructions to new workers so they are familiar with it within a day or 2. Cons Price is the main thing. Second is that somethimes when there are many answers the emails get too long and hard to read. Review Source TW Taylor W. Construction Engineering Civil Engineering Used the software for: 2+ years ### "Easy & Efficient" May 8, 2024 5.0 Pros Using Zendesk allows for equal distribution of work when it comes to phone calls so that each agent is still able to continue their job with working on the support tickets. Cons Overall, I have no complaints - the wrap-up time after calls is a great feature & Zendesk keeps our work very organized! Review Source AN Ashley N. CSM Information Technology and Services Used the software for: 6-12 months ### "The "Champions of Customer Service Platform" does not provide decent customer support. " May 7, 2021 2.0 Bad, suffer every time when an issue arises. Pros LiveChat can meet market standard, the rest can't say so. Cons Customer Support. Please think twice before you chose this platform, the customer support is worse. They emphasize "self-service and DIY" so please pray to God if you have problems with your platform. Review Source GV Gerhard V. Productmanager E-Learning Used the software for: 2+ years ### "Ideal solution for our support system " November 10, 2022 5.0 Overall to me there‘s no doubt of recommending .It makes my life that much easier when it comes to supporting our clients.Because of this tool our support is one of the most mentioned positive topics when it comes to rating our company. Pros The initial setup is quite easy, but it helps to have some web developing or at least design knowledge. Especially when it comes to setting up the knowledge base.After the initial setup it is super easy to use for everybody, even if a user has low to zero knowledge with webbased applications. Cons I can‘t find any mentionable cons when it comes to that tool, but if I have to pick one, it would be that there are a lot of different features which come with different pricing packages. This sometimes seems a bit complicated and also expensive if you only need single features instead of the whole package. Review Source SB Stacey B. Senior Manager - Customer Support Consumer Services Used the software for: 2+ years ### "Zendesk is robust and customizable, but...." December 22, 2022 4.0 Mixed bag. We definitely have a love hate relationship with this software. Pros Robust reporting, customizable to fit your needs. Cons To be the largest and most popular support software in the industry, their customer support is TERRIBLE. It takes weeks to get a response, and even then they don't read your email. They send macro responses and give the wrong advice. I've had someone tell me that you can't do one thing or another, when we are clearly already doing it in our setup. Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) Reporting options and customization for multiple teams Review Source IP Illja P. Senior Claim Specialist Legal Services Used the software for: 2+ years ### "Super productive way to manage your team and tickets" April 3, 2021 5.0 We've been using Zendesk for years, it has made email communication/ task management extremely easy and intuitive. All of out team love it Pros Intuitive ticketing system which is vastly customizable and easy to use. Amazingly useful tagging and assigning system for the emails/ tickets. Great technical support which can help to implement new features. Big array of features which can help companies in different situations. Useful feature of having different languages in the system, which helps a lot with international clients. Cons Can be overwhelming at first. A bit pricey to connect the whole team. Review Source OC Onkar C. ERP Telecommunications Used the software for: 1-2 years ### "Advance Ticket Tool" September 19, 2022 4.0 Very good to manage all types customers tickets under 1 platform Pros Macros and reply templates feature and reports and analysis Also TAT on UI for each and every tickets. Cons Need to add critical alert notification tones for desktop as well as mobile app For critical tickets Review Source VR Verified Reviewer Support Information Technology and Services Used the software for: 2+ years ### "Uncomplicated and complete" September 12, 2022 5.0 Better than most tools I've used during my experience as support technician. Pros Has an uncomplicated layout, much better organized than most tools. Basically, it's easy to use, without sacrificing quality. Cons The SLA control and alert system have room for improvement. Review Source EMO Elizabeth Michelle O. Admin Assistant Education Management Used the software for: 2+ years ### "Client Management with Zendesk " July 29, 2022 5.0 Zendesk has helped us improve and measure our parents satisfaction with our communication. It has also helped us stay on course of our response time goal and satisfaction level goal through the statistics it provides daily. Pros 1\. The statistics feature that allows us to measure our response time and how satisfied our parents are with our communication. This is is a wow for us because it has basically improved the net promoter score of our organization. 2. The software color is friendly (darkgreen) 3. It is easy to learn and use. Cons 1\. I am unable to create the sign off signature and I have to type one everytime I am responding to an email. Review Source AC Andrea C. Customer Success Director E-Learning Used the software for: 2+ years ### "The go-to software to manage the support interactions with the clients" May 24, 2022 5.0 Fantastic. I would never use any other tool to keep track of the clients' requests. Pros When a software product grows, also its complexity grows. The clients need to be supported in their daily activities and rely on a system that keeps track of their requests. On our side, we need to automate as many tasks as we can so that the answers can be provided always on time. The reporting capabilities are great and we can send periodical data to the most important clients to analyze the progress. The APIs of the tool allow integrations with other software and they are very detailed. Cons At first, the configuration capabilities and initial setup of the tool seem very complicated and require a lot of time and effort, but it's totally worth it. Review Source Svetla M. Marketing manager Information Technology and Services Used the software for: 1-2 years ### "Very easy to setup, easy to use by customer, plenty of customization options, 3rd party integrations" September 14, 2021 5.0 Zendesk elminates the problem of accidentally missing a chat request or responding to that chat request in a delayed manner, We route the chat messages to different people throughout the different times of the day, on all their devices, and they can respond even if they are on the road. This is particularly important for sales questions and getting them responded by sales people. We keep all chat history in our CRM, we can customize the chat windows as we want - nothing more to want really! Pros I like the easy of activating zendesk chat for the customer websites, done literally in minutes. Customer had requests to send info to his email, phone, etc - that was very easily done. The tool integrates with 3rd party tools so the chat history is also passed on to the support managers Cons It was great, nothing not to like, does what it is expected to do and more Review Source MJT Marco Jay T. Operations Team Manager Telecommunications Used the software for: 1-2 years ### "The ultimate app for providing high-quality customer communication service products." July 7, 2022 5.0 Monitoring tickets, activity, and agent reports are easy to navigate. There's a delay from time to time, but that didn't lessen the experience we had, and I can vouch that it's a good system to use for sourcing and outsourcing data everywhere.  Pros Zendesk provides reliable resources with complete attributes designed to assist our agents in providing quality service to our customers. You can find most everything you need when helping clients through public reply tickets in an optimal way. At the same time, all communications with the app's UI and APIs are encrypted, so the client can definitely give their full trust-giving information.  Cons Since it's encrypted with too much data, most of the time we're getting caught up with latency, which takes a while to load. It's time-consuming, especially with our workload where we have a KPI goal that includes the service level and handle time to pass. Review Source EL Elmer L. Ing. Sistemas Information Technology and Services Used the software for: 2+ years ### "Usando zendesk" May 28, 2023 5.0 Pros Me gusta que simplifica la atención al cliente además de contar con unas herramientas robustas y completas. Cons Aún no logro encontrar algo que no me guste, considero que es una herramienta muy potente. Review Source VR Verified Reviewer Data Protection Officer Outsourcing/Offshoring Used the software for: 2+ years ### "Great software for customer support" December 12, 2018 5.0 I think Zendesk is a great solution for things like customer support with a lot of different options to fit your needs, such as a social media tool as well. I highly recommend it. Pros I like how easy it is to use and how simple the interface is. The messages will be displayed in chronological order, the internal comments or escalations will be in a different colour to differentiate them; everything is simple but clear. In addition, there are a lot of add-ons that can be added depending to what you want or like (for example, a daily joke section to make the employees smile). Very happy with the use of Zendesk. Cons I wish it would have an option to easily verify when an email was received or bounced as this is not within the options and sometimes we do need to check that. In addition, though this is not really about the performance, I wish it could be personalized, meaning that there were themes available to make it look as you like. Review Source Susang R. Product Marketer Information Technology and Services Used the software for: 6-12 months ### "Good experience using Zendesk" March 20, 2023 4.0 My experience with Zendesk has been good. All our requirements were met. The product is priced on the higher side and there are some cheaper solutions available in the market Pros The one impactful feature for me with Zendesk is the user analytics. I can easily track which user has seen the help desk content and who has not. Also the customizations are good Cons The default templates for building knowledge base is not impressive. Also, the overall design of the platform could be better as it is not very user friendly Review Source LO Luke O. Sales Dev Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Zendesk Review" September 29, 2023 5.0 Great tool for our support needs. Pros The ability to run our technical support through the product as well as keep track of how individual support team members are rated by customers. Cons It took a fair amount of time to set up the automated Macros on the front end. Reason for choosing Zendesk Suite Could support the secure needs of our company while also maintaining a clean framework for our support team to utilize. Review Source VR Verified Reviewer IT Support Analyst Retail Used the software for: 1-2 years ### "Start at Zendesk" November 10, 2025 4.0 Best suited for routine resolutions, Zendesk can help simplify tasks that are not quite self-service for the end users. Pros Great triage tool for call centers. A lot depends on the talent level of the agent, but Zendesk can be a terrific first start to resolution of customer issues. Cons Again, much depends on the talent level of the agents, but if the setup is not done with a tremendous amount of care and attention to detail, you risk setting your agents and customers for failure. Review Source RM Reena M. Assistant Sales Manager Information Technology and Services Used the software for: 2+ years ### "Zendesk - Best Customer Support Software " February 4, 2023 5.0 It's being used daily by our support team to track tickets coming from our customer - Best for B2B Setting Pros It's easy to deploy (can be within the day if you have simple process) and has a user-friendly interface. Cons It needs to update some features, especially integration in telephony system and other social media accounts (ex: viber) Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) 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.