# Page 28 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 28 - 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 28 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 676-700 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RS Ronnick S. Customer Services Representative Consumer Services Used the software for: 1-2 years ### "Navigation" November 15, 2023 5.0 It is absolutely perfect for customer support because it is just one log all of the tools that are needed as an agent are here. Pros It is the perfect tool for customer service representatives because all of the needs of an agent are here and it is easy to navigate and assign the concern to other department Cons There are no words that can describe this tool as negative since it is very useful Review Source CC Chris C. Systems Analyst Construction Used the software for: 2+ years ### "Simple Use & Great Tracking" October 7, 2021 5.0 Pros Zendesk has allowed our team to manage all communications externally and internally within a single software. With different users and teams setup, you control who sees what tickets and allows us to direct customer's queries to the correct person/team and provide a continuous trail so at any time, somebody can see the history behind a specific inquiry. Personally, I use it for complaint management, which allows me to see the interactions between Sales and the customer, any photos/attachments and provide an internal communication with Sales for any input or analysis. Cons Like any software, you have to pay per user, so if you multiple users who use Zendesk in any format, the cost is the same. However, once set-up, it has greatly benefitted us both in customer management but ensuring that nobody is forgotten. Review Source Radim Z. Co- CEO Sporting Goods Used the software for: 2+ years ### "Everything you ned from a customer support management software" August 1, 2022 5.0 Pros Software is easy to use, intuitive, and it's clean design makes supporting all day a lot easier. Cons The price tag is on the upper end, but you get what you pay for. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source DB Daniele B. Direttore Affiliate Marketing Internet Used the software for: 1-2 years ### "Sicuramente un ottimo CRM per la gestione dell’assistenza clienti" February 1, 2023 5.0 Pros Essendo il nostro prodotto creato totalmente in house, per anni abbiamo utilizzato un sistema di assistenza clienti nativo della nostra piattaforma. Man mano che i clienti hanno iniziato ad aumentare, è diventato difficile riuscire a gestire il flusso di richieste che arrivavano all’assistenza clienti. Abbiamo deciso quindi di installare zendesk: non solo abbiamo ridotto le tempistiche di risoluzione dei nostri casi, ma abbiamo anche migliorato la customer experience andando ad aumentare retention rate dei nostri clienti, decisamente un ottimo prodotto se cercate una soluzione per l’assistenza clienti. Cons A volte alcune funzioni non sono proprio immediate e riuscire a ricevere assistenza potrebbe essere ancora più semplice di quanto lo è adesso. Nel complesso però direi che siamo soddisfatti del software. Review Source VR Verified Reviewer Manager Insurance Used the software for: I used a free trial ### "Great Call Center for businesses of all sizes " November 11, 2023 4.0 Pros Provides key customer information so agents can provide personal support. Cons The implantation process was going to take longer and cost too much so we did not sign with them Review Source Robin R. Assoc. Dir. Infrastructure E-Learning Used the software for: 2+ years ### "Not my first pick" March 3, 2021 3.0 This app works fine for most needs. However, it gets very costly as you add components. Pros Out of the box, it is pretty straight forward. Knowledge base layouts are clean, easy to nest. Cons Expensive. All the tools you need, are add ons. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Other departments were using Zendesk and pushed this change on Infrastructure. Would not have selected it if the choice was up to the Infrastructure team. Review Source LD Ludovic D. Responsable d’agence Computer & Network Security Used the software for: 2+ years ### "Review" March 18, 2023 5.0 C’est une expérience très reussi, qui dure depuis maintenant 4 ans Pros La gestion facile et immediate d’une plateforme de ticketing Cons La gestion des utilisateurs et le mode de licence Reason for choosing Zendesk Suite La facilité d’utilisation pour nos équipes Review Source SF Steve F. Systems Admin Wholesale Used the software for: 2+ years ### "Immature and frustrating" July 27, 2022 3.0 It is basic in every way. Pros It does allow end user sto submit trouble tickets and for agents to respond and act on same. Cons \- If you use Office365 and Zendesk, logins can get confusing on Microsoft's part. - Can't edit a post once submitted - Macro functionality is limited - All our staff hate it! Reason for choosing Zendesk Suite I didn't choose it. Review Source RP Rakesh P. Analyst Marketing and Advertising Used the software for: 2+ years ### "Solves our Access Administration and Approval needs for audit" December 11, 2023 5.0 Pros Our whole org can go to one piece of software to request access to various applications. Zendesk also stores the approval chain so it is easy to produce reports for Auditors. Cons Users don't always know that they are replying all or replying to one when using the Gmail integration. Review Source AN Ann N. Credit Officer Financial Services Used the software for: 1-2 years ### "Wonderful service" November 6, 2022 4.0 its the best Pros An excellent aspect of the Zendesk Support suite is the ability to communicate by email or chat with a support agent to get the most out of Zendesk. ZD is a powerful tool, and it might be difficult for an Agent/Admin to be familiar with all the features it provides. The reporting abilities of Explore also intrigue me. In order to understand what our customers want without having to delve deeply into every single ticket that comes our way, I admire Zendesk's ability to report on tags. Our main purpose for Zendesk is to identify themes and patterns that come in from our customers. Cons Zendesk has a propensity of adding features that remove existing capabilities. It's unclear whether it will return. This appears to be an overarching strategy, as it has occurred in Support, Guide, and reporting. Review Source ZC Zachary C. IT Analyst Computer Software Used the software for: 1-2 years ### "Zendesk " April 30, 2022 5.0 The overall experience has been really positive. Zendesk is very user friendly both for our team and our customers. In addition, we are able to track useful data and trends we can use to focus our support efforts. Pros Zendesk is a great tool our company uses for IT help desk ticketing, posting knowledge base articles and gathering data. It is very simple and easy to use. There are many options you can add to tickets to track data and trends. It also has a nice feature that allows you to see if other people on your team are looking at a ticket already. Posting knowledge base articles is very simple as well. The ability to embed videos into articles is nice. You can easily make updates to the articles any time. Cons I do wish there was a way you could set up more obvious notifications. For example, I don't only do help desk, so I am not always on zenndesk. It would be nice if zendesk could be integrated with your computer in a way that could notify you when new emails come in on any window you have open. Review Source VR Verified Reviewer Sales Specialist Health, Wellness and Fitness Used the software for: Less than 6 months ### "Great app for reaching out for sales, but needs to be more intuitive on managing tickets" December 4, 2020 4.0 Overall, a good experience using Zendesk, especially for my first time in a remote sales position. Easy to procure tickets to reach out to people, although keeping track of them was a bit of a hassle and it was too easy for people to mess with the tickets so you couldn't see your saved progress with them. Pros I like that the features displayed were pretty straightforward and also simple to use, at least for the realm of what I was using it for. The ability to pull up information on a ticket and make calls or emails to the specific party was quick and easy. Cons Managing tickets was troublesome, especially for the company I worked for where there were many people on the same tickets. Tickets can easily be lost and not organized in your field, and there doesn't seem to be much preventive measures from someone accidentally unselecting you from a ticket and thus you lose your history with it. I think there should be a record log of what tickets you encountered, so even if you don't need the ticket anymore, you can rest assured in case you need to pull it back up. Review Source VR Verified Reviewer Lead Training and Support Specialist Marketing and Advertising Used the software for: 2+ years ### "Help Desk Made Easy" February 12, 2019 4.0 Pros I run and manage our zendesk. Its pretty solid tool with a lot of great functions and tool use to make your help desk hum along. the support page is nice to direct users to there for help or solutions. support is helpful and usually responds pretty quickly. I enjoy all the features and ease of setting up and removing users as well. Cons When setting up certain tools or settings it can be a little bit confusing if you are setting up correctly and if it will work like it should. If it was a little clearer would be nice. At least do they have a good amount of support articles at least to help you out when setting up or adding new features to your zendesk account which can be helpful. Review Source CC Ching C. Customer Support Agent Consumer Services Used the software for: 2+ years ### "Great Experience!!" March 17, 2024 5.0 It was a great experience!!!!! Up until now we're still using it for IT concerns.. They perfectly provided effective resolution and resolved your issues!! Pros This is where we normally used if we're having issues on logging in to our NT logins, VPN's, PW reset, etc. Cons If they are handling multiple customer, tendency you will be waiting until your turn Review Source JEFF K. Entertainer, Traveler Entertainment Used the software for: 6-12 months ### "Zendesk to ease your support efforts" September 5, 2019 5.0 I think I sum it up in my PRO category box. I can put my questions or needs out to my clients,casting directors,market research teams-and so much more, while trusting in the relay of internal messages and support. Many who don't look would be surprised I bet to see that Zendesk handles so many life related communication needs on both sides of the fence. A truly easier approach when having to speak directly voice to voice for servicing is not necessary or conducive to the concern. Pros An excellent source of reliable customer service encompassing all aspects of need. I have received more interceptions via Zendesk when needing to find my own answers over any other relatable option. Companies like Air BNB, multiple sites for my personal projects, submissions, communications in life and through my Union-they are all on board with Zendesk and its servicing platform. Responsive, professional and on the mark in relaying content. Cons I have very little to ad to this area. I often like human interaction, but can get frustrated with all the effort involved. In emails and web communication I jave found Zendesk and their response time between two separate parties tend to flow much more smoothly than one might imagine. So, minus live connections in the moment, I have nothing bad to add or suggestions to enhance at this stage of use. Everyone has needs that are unique to themselves or their business situations and mine are fine with this liason. Review Source VR Verified Reviewer Managed Services Marketing and Advertising Used the software for: 2+ years ### "A solid, reliable tool. " May 13, 2021 5.0 ZenDesk provides the needed capability of tracking requests/problems among several different teams. Highly recommended. Pros Ticket tracking and sorting is easy, automation follow up and triggers are easy to setup and help the team stay organized. Big fan of the ability to mass update tickets and use templates for casing items and message templates. Easy integration with JIRA and ability to split tickets into multiple ones for tracking purposes. Like the ability it gives customers to track requests they've submitted. Cons Lacks some reporting capabilities depending on the account you sign up for. Merging tickets and splitting tickets can look a bit funky for customers. The lack in visibility of who's CC on a ticket also causes them some confusion. Review Source RN Raiza N. Floor Manager Consumer Services Used the software for: 2+ years ### "Zendesk Review" November 16, 2022 5.0 General positive experience with challenges Pros In the live chat feature - ability to have the agents create/save their own macros, ability to change individual chat capacity, easily adjustable triggers, and automationGenerally - the ability to customize experience for agents Cons Duplicate reach outs for one customer across different channels are all regarded as separate tickets which affect the accuracy of volume reporting Review Source Aaron K. Sales Trainer Computer Software Used the software for: 1-2 years ### "Excellent system to help support our company" June 7, 2017 5.0 Greater efficiency in responding to customer requests. We are also able to collaborate better as a team, improving internal workflows. Finally, we are able to leverage and update help content so that our customers are served up the most relevant information. Pros We love the collaboration on tickets and how we are able to run reports and track important metrics. The software seems to be fairly flexible in doing the things that we want, and for updating our help content. We have built some integrations into the system to help us author and manage content. We are also able to get insight into article use and track trends in our ticketing needs. Cons There are some limitations on the types of things that we are able to do, but that might be due to the version of the software we are using. Also, we have had to have some internal web developers help customize the system to get it the way we want. The basic "out of the box" might work well for some, but we wanted a more branded feel to our help content. One thing that we feel was missing was the option to have a permanent "BCC ME" address put into a support reps account. Our sales team does not use Zendesk and so some ticketing information would be nice to sync over to Salesforce. Review Source LJD Linda Jane D. CSR Outsourcing/Offshoring Used the software for: Less than 6 months ### "Zendesk Suite" November 16, 2022 5.0 It is amazing! Pros I like the most is the Alerts/Escalations, because it keeps reminds me what to do next or what I need to settle immediately. Cons I think the least, I can say the Live Chat because we don’t usually use it. But live chat is very helpful i can tell. Review Source VR Verified Reviewer Senior Technical Support Engineer E-Learning Used the software for: 2+ years ### "ZenDesk - living up to its namesake" March 6, 2019 5.0 Pros If ever there was a more aptly named product, I haven't seen it. Prior to implementing ZenDesk, my client support was done exclusively through email, and it was a terrible customer experience. Once I had my hands on ZenDesk, my client satisfaction scores went up 80%, I was able to create, track, and manage my client cases at a much higher level. It's responsive, easy to use, and most importantly efficient. You cannot go wrong in implementing this into you business. Cons I have nothing negative to say, thanks to ZenDesk, my company productivity is higher than ever before, as is my client satisfaction scores - I could not be happier with my decision to use ZenDesk. Review Source Marci D. Small Business Owner Arts and Crafts Used the software for: I used a free trial ### "Using the Zen" July 21, 2021 5.0 Overall I highly recommend Zendesk to anyone with a business or company. It has helped me to communicate better with customers and gives my customers a satisfying and quick way to answer questions or find results to an issue. Pros I like this software because it allows me to communicate with my customers as well as allowing them to recieve quick and accurate answers to their questions. This just adds another way for my customers to communicate with me and help solve their issues. Cons The only thing I don't like is there is no app for this. Having an app for this to log in and access its features on the go would be awesome! Review Source Romeo E. Senior Product Owner Information Technology and Services Used the software for: 2+ years ### "Usable product" November 20, 2022 3.0 Pros The built-in analytics and the search database function. Cons The software is not very user friendly with ambiguous and hidden functions. Review Source VR Verified Reviewer Marketing Manager Marketing and Advertising Used the software for: 1-2 years ### "Keeps tickets under control" November 22, 2022 5.0 Pros Zendesk helps us track tickets and address them quickly. Cross-team collaboration is possible. The tool is very intuitive to use, and it's also very comprehensive. Cons Lacks trainings on how to use the platform.The mobile interface seems very limited. Review Source SP Sophie P. Trainee Manager Retail Used the software for: 2+ years ### "Great for customer service communication and measurement " July 22, 2022 5.0 Solving customer issues, quick to use means out response time is short. Pros Once you know hoe to use the features, it is easy to use and a great way to keep track of customer enquiries enabling us to respond accordingly to solve any issues Cons Merging enquiries raised from different platforms. Out of office option also doesn't work on occasions Review Source HAN Hazel Ann N. Customer Service Representative Consumer Services Used the software for: 2+ years ### "Zendesk Suite Review" December 4, 2022 5.0 Pros This software really helped me a lot when it comes to assisting customers. It's very easy to navigate Cons Sometimes the software lags and it affects my productivity. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.