# Page 27 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 27 - 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 27 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 651-675 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Owner Animation Used the software for: 2+ years ### "Zendesk, ironically, has awful customer support" January 12, 2021 1.0 I would never, under any circumstances, ever switch back to Zendesk. I would not use this software at any cost. Pros I mean, there is literally nothing I enjoyed about my Zendesk experience. My small business used Zendesk for 4 years and I have been disappointed again and again. Cons The user interface is garbage. Managing customers between chat and email support is clunky -- and that is being kind. Customer support is slow and uncaring. It is expensive for what it is. Reason for choosing Zendesk Suite Poor decision making. Review Source PB Prachi B. Cofounder Consumer Electronics Used the software for: 6-12 months ### "Streamlined CRM" March 5, 2023 5.0 Pros Zendesk is a feature rich CRM suite that scales effortlessly as your startup grows. The whole suite is available for free for one year for all qualified startups. Whether it's live chat or ticket management or knowledge management, Zendesk has a solution that simply works out of the box. Zendesk also provides integrations with social media accounts which means users can reach out over Twitter/Instagram and get resolution for their issues instantly. Cons It's a feature rich product that has a solution for virtually every CRM requirement you may have. There's nothing I can think of that Zendesk doesn't offer. I love this product! Review Source NT Nick T. IT Operations manager Information Technology and Services Used the software for: 6-12 months ### "Great ticketing platform" October 7, 2020 4.0 Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in. Pros The ticket tracking system is very easy to use and set up so you can see what tickets each business unit or user has open. It also integrates very well with Slack and Salesforce so users can submit tickets and we can track results in Salesforce. Cons Some of the automation is very confusing and certain settings are hard to find because they are buried somewhere. We have automation set up to assign tickets to certain people, but if the ticket needs to get reassigned because it actually relates to another person, it is very difficult to change due to the automation rules automatically reassigning it. Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) We were using the free version of help scout and the paid version didn't do what we needed compared to investing in Zendesk. Review Source SA Sarah A. Senior Product Marketing Manager Information Technology and Services Used the software for: 2+ years ### "Must have platform for scaling businesses " July 1, 2025 5.0 It’s been great! I haven’t had to chat directly with zendesk because I typically navigate it easily and it’s something our customer success and support teams heavily utilize. Pros Each company I’ve work at has used zendesk. This is best in class for any client facing role. Super easy to view tickets and add internal comments. Cons It’s very easy to navigate. Is there a way to share a link as a guest view, if other users don’t have access to the zendesk? Review Source Alvaro M. Account Manager Utilities Used the software for: 6-12 months ### "Zendesk to keep your cool" March 29, 2019 4.0 Better customer communication and transparency on their reported incidents have made life more peaceful, more zen, i.e., better customer satisfaction is achieved thanks to tools like Zendesk. ITIL best practices are applied via Zendesk as we are required to take action based on it as a model. Pros Zendesk is very zen for both the clients and helpdesk team. It helps both parties keep their zen/cool when reporting for events, issues, problems on our system. Communication among involved parties are managed and history recorded. Customer satisfaction is improved as long as proper communication, transparency is given. This is readily seen via Zendesk as you can quickly view the status of your tickets and know what is being done (or not done) while you wait. ITIL is easy to put in practice using Zendesk as it was built to support it. Cons The mobile app is useful but not yet mature or feature-rich as the native app. For onboarding purposes, I also find the Knowledgebase or documentation not very straight forward with the answers. we need to dig deeper or go to online forums for better understanding. Review Source FU Florence U. Informaticien Insurance Used the software for: 1-2 years ### "The logiciel " December 8, 2022 5.0 Ras Pros Le suivit des appels, la messagerie sont extrêmement bien fait Cons Le design mais c’est pour dire quelque chose Alternatives considered [Vocalcom Hermes360](https://www.capterra.com/p/240468/Vocalcom-Hermes360/) Reason for choosing Zendesk Suite Il est tout simplement génial Review Source Nathan M. System Engineer Information Technology and Services Used the software for: 2+ years ### "Basics are good, but doesn't feel complete" October 3, 2018 3.0 It's fine, but it feels incomplete. It's been around for a long time and I feel like they haven't made many improvements. Pros Easy to use website and Android application. The layout of the ticket interface is very clean, easy to navigate. Cons The website is slow to load on any speed connection and any browser. Sometimes navigation between pages can become so laggy it's unusable. Typing performance can be very laggy as well, which is infuriating. I'm also not a fan of the lack of options available within a ticket. I'd like one-click close ticket ability. I'd like to post internal comments have them send email alerts to other team members. I'd like more granular control over how tickets are merged together (comments sorted by ticket or time). Review Source Sebastián A. Community Manager Hospitality Used the software for: 6-12 months ### "A tool to manage communication with your clients" September 24, 2021 4.0 In general, the platform has helped me a lot in managing communication and generating tickets. It would only improve the time of transfer of messages from communication channels to the platform and the breakdown of messages when you have a bot. Outside of that I highly recommend it to have a better control of communication in your community Pros What I like the most about this tool is that you can connect several communication channels. In my case I have mail, social networks and internal communication. This allows all communication to be centered on one site and thus improve its administration without having to change platforms. Cons What I like the least is the time it sometimes takes to get the messages from the channels to the platform. There are times that it has taken four hours to go from social networks to the platform. On the other hand, if you have a bot, it does not break down the entire message and you have to go to the original channel to see the full message, that should improve Review Source Mo'men Y. IT Support Specialist Telecommunications Used the software for: 2+ years ### "Zendesk Review" February 12, 2019 4.0 Awesome functionality, high price! Pros Zendesk is one of the greatest CRM products out there. Managing tickets is pretty easy and tracking them is just as easy. Communication internally and externally is smooth and time-saving, since it's all within the same system. It's well-integrated. Zendesk runs reports powerfully and flawlessly. Automated response is a great feature too. Adding plugins could add more functionality and make things easier or help on certain parts. It's a great CRM product all-over. Cons Zendesk is expensive; though it's a little better than most of its competitors, they need to compete over the price too. Searching could be improved a little. Sometimes it gets glitchy but their support is quite responsive. Review Source DG Dave G. Director Customer Services Information Technology and Services Used the software for: 2+ years ### "They used to be good" August 4, 2016 3.0 We have had ZenDesk for almost 4 years now. The value is good for what you pay for but they continue to make very bad changes without telling you. Functionality disappears and they have always lacked some key metrics for reporting. Pros I can add custom fields, Automate workflow, limit access to fields based on permissions. They have an interface for the iphone and it integrates to their bug tracker. Our customers have their own portal for access and I used to be able to create reports, charts and dashboards. Cons Things come and go in the UI. Most recently they removed what they call support for fiscal years. In reality you cant create any report or dashboard with data that exceeds 180 days. So now all mine are missing data from earlier. Their solution is to export everything to excel and combine it there. Of course I could create reports going back 4 years in 180 day chunks but not much point of not in one place. They have a new user interface that is coming out which actually make navigating the software slower. They removed a the menu header that let you jump around in the software in favor of tiered droplists to move around. One key piece that has always been missing is the ability to put the tickets age into a report, Seems like basic stuff. Also, their customer support typically takes a day to respond of they respond at all. Review Source VR Verified Reviewer Customer Support Specialist Information Technology and Services Used the software for: 1-2 years ### "Good tool for startups and medium size businesses" January 16, 2022 4.0 Pros I enjoy using Zendesk for our customer support communication and for our database of support articles. The tool is easy to navigate through and there are great options for customizing and filtering and analysis of our support channels. Cons I feel like the tool is great for our size of company (10-49 employees), however, would not really be great for much bigger companies. Review Source Jared J. Technical Support Engineer Computer Software Used the software for: 2+ years ### "Great CRM solution for small business" February 15, 2019 4.0 Its feature set is not as complete as Salesforce, but if you do not need much automation for tickets, and just have a small team working on tickets, Zendesk works great without much customization needed. Pros Using this software is simple - it makes doing email/ticket support very streamlined. My favorite feature is bulk editing of tickets, as well as the "play" feature. Play lets you take the ownership issue away and automatically open the next ticket after one is finished - it keeps people from working the same ticket. Cons Wish the user interface was more streamlined, as well as a better set of integrations, such as with Slack, etc, without having to use an API connector like Zapier. There are apps you can add to zendesk, but they are a pain to use correctly. Review Source TA Tahsim A. Engineering Internet Used the software for: 1-2 years ### "The All-in-One Suite" June 5, 2023 5.0 Zendesk helped think about Customer Support from just answering tickets/servicing customers but as a suite and as a holistic service. Pros Help Center coupled with Answer Bot is chef's kiss! For a scaling company, it's integral that the Customer Support suite is centralized and starts to decentralize as your company grows, and that's what's obvious and the biggest strength with Zendesk. ZD's ticketing/support threads aren't as magical as Intercom but what it lacks in design it makes up with function. Cons Feels very Enterprise and backwards from modern support but if it ain't completely broke...then why redefine the wheel? Zendesk's Help Center is used by almost every company out there and there's a good reason for that. That's where it shines! Review Source RJ Rubí J. Repostería Restaurants Used the software for: 6-12 months ### "Facilidad de uso Zendesk" January 3, 2023 5.0 Me gusta, el tiempo que lo he usado le he podido sacar provecho, tanto como administrador y como cliente. Pros Es muy fácil de usar, costo relación productividad-beneficio, el cliente lo usa con facilidad y acceso desde cualquier sitio. Cons A veces tarda en recibir la respuesta, en general, es bueno. Reason for choosing Zendesk Suite Me pareció un software más fluido Review Source VR Verified Reviewer IT manager Media Production Used the software for: 2+ years ### "Pro tool for pro price" December 10, 2020 5.0 Our customer care center and IT use this tool on a daily basis and is rather satisfied. Pros We could get a jump start and now have over 100.000 tickets. We also use the knowledge base part, though the tricky thing is to keep this updated. All user tickets stay listed next to their latest ticket, to give you a good overview. Tickets can also automatically created by Twitter posts with @mentions; including replies to the complainer's channel. Cons It's a very expensive tool with many upselling functions. Review Source Joshua O. System Administrator Financial Services Used the software for: 1-2 years ### "Zendesk helped me to understand what ITSM is in terms of Incident documenting and resolution process" December 29, 2022 4.0 It was an amazing app as it was my first ITSM app, and it was more easier to use, understand and flow with Pros Easy to use as an IT Support Analyst with no experience of Incident report documentation Cons Absolute complete automation and workflow that support 1st and 2nd level IT support. Reason for choosing Zendesk Suite I would say, it's a more simplify platform that anyone can work with prior any itsm experience Review Source LC Lara C. CS Lead Wholesale Used the software for: 1-2 years ### "Excellent CRM for support teams" August 11, 2023 5.0 Pros Zendesk is easy to use, user-friendly and intuitive. It is really easy to manage conversations with customers, work with other teams and manage own workload. Cons Their reporting is very complicated, and they take long time to implement changes that are necessary (some changes have been asked for more than 3 years and still pending) Review Source TK Tair K. Senior Manager Accounting Used the software for: I used a free trial ### "Zendesk review" June 4, 2024 4.0 Good during free trial as it was easy to test Pros Ability to test on free trial and understand functionality Cons Build for purpose solution which requires customisation Review Source Gian Angelo D. Copywriter & Marketing Strategist Marketing and Advertising Used the software for: 6-12 months ### "A Customer Support Tool That Does the Job Well" May 27, 2019 4.0 It has a great polished UI, wonderful implementation of real world customer support interfaces, and very easy to learn. Zendesk proves to be one giant in the customer support industry and any business should be able to utilize this software with ease. If you're looking for a robust CS program that can manage all your customer's queries and, at the same time, make it easier for your agents to solve problems for the customers, Zendesk should be your first choice. Pros Probably one of the top choices when it comes to customer support management. You can easily find tickets that need attention and there's a log where you can see what needs attention right away and which ones you can leave for later. It's a well organized library of support tickets that your agents (or you yourself) can easily categorize, review, and solve and because of this amazing software, you can manage a huge lot of questions in a matter of minutes. Cons It's pricey compared to the competition but the sheer quality if offers beats any other software in the same category. If you have the budget for this, then you don't have a problem with Zendesk. Review Source Santi B. Sr. Client Success | Treasury Computer Software Used the software for: 2+ years ### "Support platform: a MUST" September 19, 2018 5.0 My account executive has been pretty good to deal with which is nice. Pros We use Zendesk for chat, support, talk, and guide. This platform is fantastic in reducing the amount of workflow through automation and different triggers set based on the business rules. This has helped us consolidate from different chat software, integrate to salesforce, utilize to make and receive support calls. I also really appreciate the ability to email them and call them with any questions and promptly getting someone to help or answer my ticket. Cons Zendesk Talk. It is not the easiest to set up. The UX of zendesk talk still needs a few more features like the ​simultaneous phone ringing, or even the ability to add extensions on phone lines. Review Source JG Justine G. Assistante service client Retail Used the software for: 1-2 years ### "Très bon logiciel !" June 26, 2023 4.0 Pros Logiciel très simple d’utilisation. Il permet de soutenir la partie service client, service après-vente et conseil client. Cons L’interface pourrait être modernisée en terme de fonctionnalité, néanmoins il y a déjà tout le nécessaire. Review Source Mohamed F. Associate Consultant Information Technology and Services Used the software for: I used a free trial ### "A Perfect Suit for Customer Support" February 23, 2023 5.0 Zendesk has been quite simple to learn and use for basic tasks. It offers good reporting features and a comprehensive range of support options. People who works in customer service department will love to use this tool. Pros It gives you the power and resources to organise your customer service channels while retaining the adaptability to meet your demands. Competitor evaluations revealed a higher level of personalization.Help genuinely starts with the problem and works up to its resolution. Cons Although all the tools and settings I have used thus far are really helpful and I feel that those features are included in the list after much research and user input, I truly don't think of any such options or features on Zendesk. Reason for choosing Zendesk Suite Compared to most other ticket systems I've tried, their usability is superior. No matter how complex or extensive the problem may have been, they have always provided excellent and prompt service. Review Source Muhammad I. Freelancer Writing and Editing Used the software for: 1-2 years ### "Zendesk" July 15, 2022 5.0 Overall Zendesk is best for cloud customer support as it supports email updates to customers and it has also a customer view facility. It also helps to engage customers but there are also some cons of Zendesk as there is no customer support at all and its pricing is also too high Pros Zendesk provides the facility to email updates to customers Zendesk also has a custom view facility It helps to engage customers Cons pricing is high there is no customer support Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) It provides me with some extra features Review Source VR Verified Reviewer Deployment Specialist Automotive Used the software for: 1-2 years ### "Good program for simple situations" January 24, 2019 4.0 Overall, it is not a bad ticketing software. It shows its flaws in busier environments where more users are involved and program support needs specialization or customization. For a small business with minimal issues requiring base line support, this would be a good recommended option. Pros \-Software is clean - not alot of extra Fluff -You are able to interact through email \*Opening, Closing, communication tracking for tickets -Has search functionality Cons \-Search Functionality can be clunky and has limited criteria -As a submitter, unable to add active users to live ticket, directly from the ticket -Attachment processes at times requires a second submission in the ticket as it appears to ignore the attachment at time of creation -No way to re-open a ticket issue - have only been able to submit a linked follow up. \*At times this is a good choice - other times reopening is a better solution to avoid ticket clutter. Review Source VR Verified Reviewer Customer Experience Manager Luxury Goods & Jewelry Used the software for: 2+ years ### "Surprisingly Raw and Difficult to Customize" January 18, 2022 3.0 Pros Allows us to email and call our customers. Cons The emails look raw and unprofessional. Support and customization are horrendous, it’s necessary to dedicate hours on end to reading their help posts. Reporting isn’t user friendly. The mobile app is difficult if not impossible to use. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.