# Page 26 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 26 - Is Zendesk Suite the right Help Desk solution for you? Explore 4071 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/164283/Zendesk/reviews --- Zendesk Suite 4.4 (4071) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 15th, 2026 # Page 26 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 626-650 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MC Melissa C. Senior Community Manager Consumer Goods Used the software for: 1-2 years ### "A Great Starter Costumer Service Platform" March 30, 2021 5.0 Overall, this was a great management platform. We discontinued because it did not have an upsell feature and wasn't very friendly to multiple users. I'd say it's perfect for a start up with with only one or two agents. Pros I enjoyed how easily the dashboard was to navigate and how streamlined the communications are to accept on the Live Chat. Cons It's confusing to update and add users. Too many places to go and too many different places to click! Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) Reason for choosing Zendesk Suite We actually chose Gorgias over Zendesk and we did so because of the size of our team and the ability to upsell products more easily. Review Source VR Verified Reviewer Technical Support Specialist Information Technology and Services Used the software for: 2+ years ### "The CRM your company needs" May 26, 2020 5.0 I love Zendesk. I suggest it to everyone to use. It's not robust like Salesforce but worth the investment. Pros The product is so easy to use. You can integrate any software to it to make your support processing streamlined and simple. We integrated JIRA, Slack, Gmail and TalkDesk. Zendesk also allows you to create a knowledge base within the system. Cons Setting up automations can be difficult, but rewarding once you have the process down. Also, searching for previous tickets for reference can be tedious and all over the place. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Zendesk Suite Zendesk was the perfect product for our client numbers. Review Source RV Rene V. Operations Lead Consumer Services Used the software for: 2+ years ### "We use this software and are not disappointed" December 15, 2022 5.0 Pros We use our chat feature more often than our phone calls- customers seem to really like being able to chat more than pick up the phone these days. Love that any of our agents can join the chat when needed to give feedback or a helping hand to the chat. Cons None at this time we are very pleased with this product Review Source KT Kt T. Customer service representative Retail Used the software for: 2+ years ### "The cheapest option but it “works”" June 16, 2022 1.0 Abysmal Pros This is a great choice if you can’t afford something like gladly and that it is your only other choice. Customer service support is nonexistent. The software constantly is glitchy and doesn’t work. Cons Probably the customer service support which is condescending when it does get back to you and then runs you around for weeks until it winds up blaming you for something that their software did. While the whole time never giving you any solution Review Source Jacob W. Creator/ Owner Newspapers Used the software for: 1-2 years ### "Meets Needs of small business" January 28, 2019 5.0 We use zendesk for customer support ticketing mostly related to support but also for potential sales Pros I use Zendesk support along with chat for sales and support and I am pretty happy - we have made signed up enough users since we started using Zendesk chat and support to cover any costs- Readers also like the ticketing feature being available as they know that we will get back to them soon instead of an email which they do not even know that we received. Overall its a great program for sales or support at a fair price for small businesses as well. Cons It is a bit confusing to use and customize- if you make mistakes with triggers it is hard to figure out how to solve it although suppory there is decent- that said I do not blame Zendesk they have many features for more advanced ticketing so its going to be a bit complex because if you are a bigger business or have specific needs you will be utilizing these more robust tools Review Source Brad B. IT Manager Machinery Used the software for: 2+ years ### "Ticketing Made Easy" February 1, 2019 5.0 We have moved our complaints and daily customer service workflows into the system to provide better visibility within the company (multi-site) and to streamline our processes in order to reduce time to respond to the customer, paper, and time spent accomplishing tasks. Pros Zendesk has a simple solution that has extreme power on the back end. Users find the solution easy to use and to manage their daily work...while Administrators can build almost any kind of work flow they need. Additionally, Zendesk is constantly improving the product to challenge the market place. Cons Sometimes the feature that you need are not there, but the development team is open to suggestions and ideas on how to make the product better. Be active in the forums and you can see your ideas get programmed into the system to make it better. Review Source ML Matthieu L. Responsable Dev RH Staffing and Recruiting Used the software for: 2+ years ### "Gestion de tickets" November 23, 2023 4.0 Pros L'outil zendesk nous a permis de créer une FAQ afin de limiter la prise en charge des tickets, l'outil permet la création de macros afin de gagner du temps dans la gestion de réponses. Outil facilitant le suivi des tickets et le regroupement de tickets Cons Le système de ticketing peut engendre la réticence des utilisateurs, la mise en place d'une phase de transition et de politique du changement est nécessaire si vous ne souhaitez pas perdre le terrain Review Source JM Javier M. Project Lead Marketing and Advertising Used the software for: 1-2 years ### "Simplifica la atención al cliente en Ecommerce" October 31, 2022 5.0 Ha sido un antes y un después el poder unificar el punto de entrada de solicitues de soporte en un único software y dejar atrás el correo electrónico. Pros Nos ha ayudado mucho a simplificar y ordenar las solicitudes de atención al cliente en ecommerce. Es una herramienta que ayuda a ahorrar tiempo y a saber que miembro del equipo se está encargando de cada solicitud. Cons Por el momento no hemos tenido grandes problemas, pero puede que la atención al cliente sea uno de sus puntos flacos. COmo es costumbre intentan que todo esté en una base de conocimiento y normalmente el primer punto de contacto no tiene demasiada información para poder ayudar. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite Creo que globalmente Zendesk ofrecía una mejor solución. Review Source KP Kristen P. Product Marketing Supervisor Computer Software Used the software for: 2+ years ### "We've Strengthened Our Customer Support Thanks to Zendesk " May 2, 2020 5.0 We cannot imagine our support teams without Zendesk. Customer requests are quickly delegated between our front office, technical support teams, and marketing outreach teams—and an agent can easily look up message history to view past conversations with other agents. It helps our teams maintain the personalization that our clients need while quickly solving their questions or help requests. The best part? Our customers feel genuinely supported and heard. Pros Our technical and purchase support teams faced the challenge of increasing support requests as our company grew. No longer was it manageable or logical to respond to customers through a Gmail alias. With the overhead in delegation and our tricky queue needs, we found Zendesk to be the answer to our administrative woes. Not to mention our answer when it came to a tech support agent taking a well-deserved day off without worrying about their email coverage. With fluid delegation and available API integration, our support teams increased their response and decreased the average time to resolve tickets, all contributing to more satisfied customers and increased, company-wide collaboration. Cons The greatest challenge was forwarding a message into Zendesk while ensuring that the support personnel remembered to change the sender from the forwarded company address to the customer's address. After some investigating, our technical support team found Zendesk's developer portal to be of great value and integrated a macro that automatically changes the field. This challenge hasn't been an issue since. Zendesk is extremely customizable, and, for that, we love it. Review Source Zack L. Merchant Success Manager Internet Used the software for: 2+ years ### "Zendesk has been integral to our Support Team being well-connected and agile." May 4, 2018 5.0 Our Support Team is well-connected and agile! Pros Zendesk has proven itself a super powerful tool in our world. It is the backbone of our support operations, because it allows for a distribution of support tasks amongst our support staff. Zendesk is totally auditable, so you can see what individual support staff have done on an individual ticket, and can also be plugged into data analysis tools so that you can get a bigger picture idea. It's solid software, through-and-through. Cons It would be awesome if individual users could change around the colour and theme of the software. It's a pretty niche ask... because it's tough to think of things that aren't great about Zendesk! Once you get cracking with it, it's an immensely powerful and easy-to-use tool. Review Source VR Verified Reviewer Digital communications agent Financial Services Used the software for: 2+ years ### "Works but has flaws " August 29, 2022 4.0 Pros I like the ease of seeing your own personal profile and your tickets. Cons Merging tickets can be super confusing. Review Source VR Verified Reviewer Csm Computer Software Used the software for: 2+ years ### "Good depending on company resources " February 23, 2021 3.0 I would not recommend Zendesk unless you work for a very large company that has the resources to create reporting and to manage such a robust software. Zendesk is not an out-of-the-box tool anymore and can be a lot to manage. Pros It’s customizable and is generally one of the gold standards for support software. Zendesk is hipaa complaint and easy for customers to use. Cons The support is TERRIBLE. I had an issue for months that the support team first caused and it was never Fixed. I switched softwares before it was fixed. The reporting is also very difficult to use. Review Source VR Verified Reviewer CMO Internet Used the software for: 2+ years ### "Number 1 solution for me" June 7, 2022 4.0 Pros Easy Onboarding. Customer support. Multiple features to make customer services agents work in an efficient way. Cons We are happy with Zendesk, current version is really complete offering mutichannel support. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Looking for a more complete tool Review Source Josemaria G. Vice Director for External Affairs Used the software for: 6-12 months ### "'Zen' captures the effect it has on our support team" July 20, 2018 5.0 Zen in terms of form and function. It will bring peace of mind to both your IT Helpdesk and to your end-users/clients. Pros Zendesk is a welcome replacement to our legacy/internally developed Ticketing system. A big push for our IT support team was to (slowly) be ITIL compliant, one step closer to that is our move to Zendesk. Plus the UI is really pleasant to use, zen-like not only for admins but for end-users as well. Zendesk does a good job (at least) for our small business setting. The Helpdesk was put in order with its robust ticketing module, and even our end-users/clients didn't really find it repulsive or difficult when they themselves have to create/update their own tickets. The analytics tool is powerful. It gives us the data to back up our claims for certain recurring issues that we would request management for a budget to resolve. Cons Price is on the high(er) side compared to its close competitors. The mobile app is not very zen-like if I may say. We've reached out to their dev to give feedback, but still no update (hopefully just slow in coming). Review Source VR Verified Reviewer Data Analyst Banking Used the software for: 6-12 months ### "recommended, complete application" December 6, 2022 5.0 Pros I like the ease of making incidents, keeping track of them Cons There is nothing I don't like about this application, it is complete Review Source VR Verified Reviewer Operations Manager Financial Services Used the software for: 2+ years ### "Zendesk Ticket Management " November 1, 2018 5.0 Customer service with Zendesk was greay., Anytime we had troubleshoot issues they were solved quickly. As a company we use Zendesk daily as it is our primary means of daily operation management. Pros Loved what this program allowed our team Todo. When managing 800+ new tickets daily, Zendesk offered it all. Beat Features, we're easily being able to assign and move tickets around as each task was completed. Next best features we're the reports and relationship management tools the program offered for our opperations Manager. Cons Ease of use. Training new analysts and the business development reps was timely. Partly this is because you can do so much, so depending on the individuals roll and function we taught was just necessary. Also loved that it integrated with Gmail so well. Review Source Suzette V. Executive E-Learning Used the software for: 1-2 years ### "Good for Call Center Management" November 21, 2023 5.0 Pros The ability to manage tickets logged by clients from multiple platforms such as Facebook and email, all in one place. Cons The pricing could be cheaper as their competitors at Freshdesk charge a much lesser fee for the same functionality. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source DR Danicelis R. Customer service representative Consumer Services Used the software for: 1-2 years ### "Zendesk is a suitable help!" October 20, 2023 4.0 Zendesk to me is a great platform where you can help customers in a friendly interface. You can use it in various channels, in my case in chat and emails. Pros I really like Zendesk because it is easy to navigate and offers automation tools that help you save time and improve. Cons So far there is nothing I do not like about Zebdesk. It is an awesome customer service platform. Review Source RG Rodolpho G. Zendesk suite International Trade and Development Used the software for: 6-12 months ### "Le bon Pump de service" February 27, 2023 4.0 Les problème qui nous permet de résoudre sont beaucoup mais la manière dont l'offre des tickets est faite est bonne Pros La manière dont la gestion des tickets est faire est bonne Cons Ce que j'ai le moins apprécié sur ce logiciel c'est le tarif plus élevé pour l'entreprise qui le plus de besoins Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Pour voir comment les choses serai meilleur Review Source MA Marina A. Especialista em Relacionamento Banking Used the software for: I used a free trial ### "Excelente ferramenta de gestão de Call Centers" September 21, 2022 5.0 Utilizamos a Zendesk é várias frentes, possuímos vários usuários, configuramos permissões distintas para usuários distintos, conseguimos categorizar os atendimentos, gravar ligações, realizar monitorias de qualidade. Hoje a zendesk é nossa principal ferramenta de gestão no atendimento. Recomendamos muito! Pros O software permite várias integrações, várias frentes de atendimento telefônico e por chat, dá ferramentas e insumos para realizar a gestão de equipes grandes. Os relatórios são um diferencial incrível dessa ferramenta, as possiblidades são inúmeras. Cons O suporte técnico por parte do time da Zendesk por vezes é demorado. Review Source Timothy K. Product Support Associate Executive Office Used the software for: 6-12 months ### "Zendesk Chat Review" January 16, 2019 4.0 I have been using this service for almost six months now and I can say it has been great. I would recommend any company to purchase this service because it the top in the industry. The user interface is very friendly and eye catching. Its very easy to get started and hit the ground running. Its ability to have different departments to split chats coming through is a very great idea since it reduces confusion and ensures that users who are trying to reach you come through the right channel/department. Pros \-Ease of use. I was able to learn how to use it in a day. It has features that make it so easy easy to use as you advance such as shortcuts and the various notifications that ensures that you are alert at all times. -You can also build macros which you can come in handy when handling many users at the same time. -Pulling of metrics. Users can track their progress by pulling weekly metrics which is really helpful to track you progress. Cons Logging out users from the chat box once there is no internet connection. If the team could find a way to give users like 2 min to fix the internet connection issue before logging user out, that would be great. Review Source Arjun D. Program Head Education Management Used the software for: 2+ years ### "Multi channel CRM software for large enterpises." January 13, 2023 4.0 Pros Multiple integrations in one product, powerful reporting systems. Cons Too many features for a junior resource to understand. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Review Source Raul G. Técnico de soporte Telecommunications Used the software for: 2+ years ### "Zendesk is a robust platform for support ticket management" May 10, 2020 4.0 Since we used Zendesk, the resolution time of our support tickets has been reduced considerably. Also, this platform provided us with new communication channels as a knowledge base, so that our clients could solve some common problems on their own. Pros Zendesk enables support ticket management to be quick and simple. What I like the most are their different communication channels such as emails, calls and voicemails. Another feature that I like is its alert system and its functions for tracking tickets. Also, the price is low compared to other platforms on the market. Cons Some configurations are so extensive that the available documentation is not sufficient to fully understand how to configure the software. I also believe that the documentation should be available in different languages. Review Source VR Verified Reviewer Business Manager Staffing and Recruiting Used the software for: 1-2 years ### "Zendesk thumbs up!" March 16, 2023 5.0 It was good. Would recommend. Pros I like using Zendesk for calls and tracking tickets. Cons I guess the website is sometimes slow .. Reason for choosing Zendesk Suite It was easier to track the emails. Review Source HG Helen G. Customer Solutions Manager Online Media Used the software for: 2+ years ### "Zendesk Pro / User and Admin" December 12, 2022 5.0 Overall Zendesk has been an awesome solution for my business. Pros Zendesk makes it easy for users to seamlessly respond to customer inquiries. You can save signatures to maintain consistency across the department, you can turn on the play button to automatically field emails to next available agent, and track tickets based on solved time/date and contact reason. Cons There are times when there is collision while in the play mode. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.