# Page 29 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 29 - 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 29 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 701-725 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AS Alexis S. Deputy Law Enforcement Used the software for: 2+ years ### "Great Product" April 18, 2023 5.0 Pros Great ticketing system for Customer service and technical support. Cons Sometimes when a ticket is created the email does not go to the customer. Switched from [Freshcaller](https://www.capterra.com/p/165078/Freshcaller/) 2 years ago Review Source CS Christian S. Developeur logiciel Computer Software Used the software for: 6-12 months ### "Avis sur Zendesk Suite" December 11, 2022 4.0 Nous utilisons ces informations pour développer de nouveaux services et améliorer le service client. Nous avons considérablement augmenté la production et maintenant tout est clair. C'est incroyable la liberté que nous donnons à nos clients avec une bibliothèque d'auto-assistance. Nous avons créé un service d'assistance de style Copenhague, mais nous l'adorons avec les styles CSS. Pros vue la popularite de Zendesk , de nombreux autres organizations levels prennent en charge l'intégration de Zendesk. Nous utilisons la puissante Programming point of interaction ZenDesk pour connecter des éléments tels que des organizations de réponse externes (création automatique de tickets) et un puissant logiciel de veille économique., de nombreux autres organizations levels prennent en charge l'intégration de Zendesk. Nous utilisons la puissante Programming point of interaction ZenDesk pour connecter des éléments tels que des organizations de réponse externes (création automatique de tickets) et un puissant logiciel de veille économique. Cons À mon avis, les nouvelles demandes de fonctionnalités devraient être mises en œuvre prochainement. Je souhaite également que Zendesk gère toutes les nouvelles demandes d'intégration. Review Source EP Elisa P. Marketing Assistant Packaging and Containers Used the software for: 1-2 years ### "Take care of your users in real time and increase sales" October 13, 2018 5.0 Successful experience. Zendesk Chat is my daily ally to provide proper aid to our visitors Pros Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time. You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals. By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices. Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email. During a conversation you may share attachment with the users and request a rating for your support. You can create and save standard answers (shortcuts) that can be quickly recalled while writing in the editor. You can also set up specific triggers to notify users activities. With some plans you have specific insights to compare performance across multiple agents. Cons Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans. Review Source Seamus M. Account & Support Manager Computer Software Used the software for: 2+ years ### "The perfect support tool" November 22, 2018 5.0 Pros I have been using Zendesk for over 6 years and it has been fantastic. It integrates well with Slack and Jira, which are massively important to allow the support team to contact each team to raise any requests that they may have. Teams can view the support tickets and see a full history between the end user and the company, or more specifically, the support team, without the need of repeating themselves over and over again. Cons The helpdesk appears to have limited functionality with creating articles and using the AnswerBot. I use Zendesk for multiple customers and it can suggest articles not relevant to the end user as they are from a different organisation. Review Source JV Jodi V. Specialist Government Relations Used the software for: 6-12 months ### "Zendesk small agency use" August 30, 2023 4.0 Overall, this has been very beneficial as far as relieving overload on our Help Desk and providing faster, better customer service. Pros Our help Desk team no longer needs to individually distribute emails to staff. Staff has now one repository where whomever is available can provide customer support and the answers are transparent, trackable, and can be broken up by areas of expertise. also is helpful and that some of them are general standard questions that may come into your business have accessible templates to make providing customer service answers quicker. Cons For solved tickets I wish the filtering it had more options are, and if you have multiple folders defined by expertise, I wish there were less clicks to assign outside your “team.” Review Source VR Verified Reviewer Product Lead Human Resources Used the software for: 2+ years ### "Rough with the smooth" September 12, 2022 3.0 In general, this is a solid product that is used by thousands of companies. The only thing I wish was that some of the reporting could be more easily extracted. Pros When set up, the features are intuitive and easy to use. The after-sales and customer success team is very supportive. It makes hiring and transferring new employees easier, especially if they work in support, because many similar companies in the field use it. Cons Difficult to extract reports quickly It is not possible to sync notifications from Slack, which is frustrating when Slack is the main internal communication tool. Reporting accuracy can be affected by tags that cannot be disposed of or deleted. You may experience frustration when using the reporting and admin sections. In Zendesk, you could search for macros, triggers, etc., but it would open up a new tab. The new version opens up a whole new tab in your browser, which makes it all very confusing. Review Source Betty M. CEO Information Technology and Services Used the software for: 1-2 years ### "Zendesk" December 6, 2019 4.0 Talking about live chat tools, Zendesk has a strong feature set which makes it suitable for any size of businesses, and they are constantly adding new features especially for a better mobile experience. Pros The installation process is very easy and involves only copying and pasting a code snippet into your website source code, Zendesk also provides beginner-friendly instructions for all the major content management systems. Once the Zendesk chat widget is installed you can customize it by altering its appearance, color, size, and positioning, to even make the experience stand out more Zendesk has their chat badge, the badge is fully customizable, you can use image of your agent to make the live chat experience more personal. The Zendesk idle time-out feature allows me to set a time period after which the chat goes into offline mode if I don't refresh it, during this period I won't receive chat requests when there is no agent available to solve them. Cons If there's anything to be said about the Zendesk it would be that the interface don't look very exciting, nothing really severe, but there are other live chat tools that are a bit more fun to use, it would also be an improvement if it was possible to further customize the offline form. Review Source RD Renalyn D. Team Lead Financial Services Used the software for: 1-2 years ### "Zendesk Suite Review" March 6, 2024 5.0 User friendly, direct to the point, good ticketing tool Pros Organized and easy to use especially when communicating with customers Cons I cannot tell, for now everything’s fine Review Source Vikash Kumar S. Lead Engineer Computer Software Used the software for: 2+ years ### "Best service management tool" January 12, 2020 4.0 really satisfied, customer problem, employee problem, everything can be tracked easily,. Pros I have been using HPSM, Service now and other Management tool but this is different , application is fast and very very simple to use, interface is not at all complicated and you can modify the fields as per organizations requirement which is also very easy. reporting is made simple so that you can generated reports as per your requirement you can even save those reports template so that you can keep generating those report Cons This might be little costly as compare to other Service management tools but still good enough to be used. AI can be included to for better prediction of cases Review Source JS Jessica S. Customer experience manager Logistics and Supply Chain Used the software for: 1-2 years ### "Zendesk" October 16, 2023 5.0 Pros We use Zendesk as a ticketing system for our members to be able to contact us when they have an issue with our platform. We find that for this purpose it works really well. We are able to link our phone system to it as well making it easy to call monitor and deal with complaints. Cons I feel the reporting on it can sometimes be a little inaccurate and difficult to use. Review Source RM Rodrigo M. Analista Pleno de Operações Real Estate Used the software for: 2+ years ### "Excelente ferramenta para suporte ao cliente." September 5, 2023 5.0 De modo geral é uma ótima opção para suporte e atendimento ao cliente, te dando inúmeras possibilidades de contato, podendo extrair relatórios diversos. Pros É uma excelente ferramenta para dar suporte ao cliente, além de ser possível abertura de tickets simultâneos, também carrega uma possibilidade de armazenamento de contatos muito grande. Cons A depender muito do tipo de hardware que se usa, poderia ser uma pouco mais fluida. Review Source kC kevin C. ccos team lead Financial Services Used the software for: 2+ years ### "best crm" September 23, 2022 5.0 i can easily find what i need without any issues Pros integrated into various softwares we use Cons none i have no complaints about zendesk Review Source Torre C. Owner Information Technology and Services Used the software for: 6-12 months ### "Easy to use, but with limits that didn't match small biz needs" July 21, 2022 5.0 We ended up having so much feedback from clients who routinely had large file attachments that were rejected on our plan level, and who wanted to use the actual portal themselves to check their ticket status that we looked into other options before upgrading. We found an alternative that we switched to and saved over 50% in cost, and got all the features we wanted. I think this platform was simply made to be the right fit for larger enterprises and I'm sure it's the cream of the crop in those situations. Pros The platform was extremely easy to get set up, the email notifications are beautiful and customizable, and the system is easy for support staff to use. Cons The pricing, when compared to other options with just as good feature-sets, was just higher than it seemed to justify. We also ran into limitations in attachment size and some other logistical things that caused an issue for our small business and would have required an even higher tiered plan. Review Source Alba P. Maestra de Educación Infantil Education Management Used the software for: 6-12 months ### "Zendesk, atiende a tus clientes de manera eficaz" December 7, 2022 5.0 Es una herramienta destinada a la atención al cliente y CRM de ventas. Nos ha ayudado bastante a aumentar la productividad y reducir costos en la empresa Pros Es bastante sencilla de utilizar, ningún empleado ha tenido problemas con el software. Hemos mejorado notablemente la respuesta en los tickets y, con ello, la atención al cliente. Nos permite resolver problemas con clientes de manera rápida y eficaz. Cons Su precio es algo elevado en comparación con el resto de herramientas del mismo estilo. Review Source TM Tomasz M. Senior Web Developer Internet Used the software for: 2+ years ### "Great tool, lot's of options." July 10, 2018 5.0 Pros I started with Zendesk reluctantly, because I wasn't to thrilled about their design and some features that are a little bit less than obvious, but once you get a hang of it, it's a total life saver. I got a first year free for my startup thanks to go.co - thanks a bunch! And I've been using it ever since. I'm a huge fan of integrating stuff, and once again, I was able to easily integrate Zendesk using their API into my consoles and keep track of what's what and who's who. I know at a quick glance who's responsible for what task and who's doing what. Paired with Asana, this is the perfect work environment. Cons UI could be a bit better... at least for the newcomers. Maybe they could consider introducing additional features over time, I'm not really sure what the solution is, but it is a bit overwhelming at the first glance, which may make some users unwilling to try it out. With options to jump to knowledgebase, chat and other sections that aren't built for tickets, I've heard my coworkers complain that's it's a bit much. Review Source Sandra O. User Experience Designer Used the software for: 1-2 years ### "Perfect helpdesk experience for our customers." July 14, 2018 5.0 Pros In an organization like ours where customers communicate with the sales team via multiple mediums, it used to be very difficult to effectively track Workflow. With Zendesk chat ,we have been able to create an effective customer service workflow via which we have been able to track all customer queries in real time. Web visitors chatting with our Live chat team are also able to add attachments via the chat window , saving precious time that would had been otherwise expended sending attachments as via email. Zendesk has also enabled customers get a copy of their chat session with our sales agents in their inbox for record purposes. Cons Our sales agents have made complaints on few occasions about the Zendesk smartphone app. sending new chat notifications a few seconds or even minutes late. Review Source VR Verified Reviewer Jack of All Trades Hospital & Health Care Used the software for: 6-12 months ### "We used Zendesk as a HIPAA compliant support ticket system." March 19, 2018 5.0 Creating and organizing support tickets based off of incoming emails/phone calls. It gives you the ability to have multiple eyes on a support issue, although for us there was mainly only one person handling these issues. In our case it was used to track issues, see them thru to completion, and track issue types/resolution times on an ongoing basis. Pros There is an option to gain HIPAA compliance so that PHI can be shared thru Zendesk. This is mandatory for our business as no matter how much try, patient information is inevitably sent to our inboxes. The system was very easy to use, and came with a surprising amount of support for the tier of service that we'd selected. Simple, intuitive. Cons For us the the price was on the steep side, especially for the HIPAA compliant tier. This was our main drawback. We were a very small company at the time and only had 2 on our support staff. Buying multiple seats to gain HIPAA compliance seemed like a waste, although the price did still work out to be lower than their competitors. Review Source Paul A. Software Engineer III Telecommunications Used the software for: 1-2 years ### "I was an early adopter, and I was impressed!" July 24, 2018 5.0 Pros I remember when Zendesk first arrived on the scene, and I was in need of some helpdesk software for a new customer-facing project, so I decided to see what Zendesk was like. I was immediately impressed with how clean the UI was, and how at ease it made me feel when I viewed it as a user, while I was setting up the ticket types and options. I understood pretty much right away why it was called Zendesk. If you want a hassle-free ticketing system, look no further. Uncomplicated issue management at it's best. Cons This is another one of those products that I find it almost impossible to fault. In the early days, customer support was quite lacking, but that was about 10 years ago. I don't use the software now so I cannot comment on that, but if they're still around, they're doing something right. Review Source JPD John Paolo D. NOC Team Leader Telecommunications Used the software for: 2+ years ### "very simple ticketing solution" August 13, 2020 4.0 I'm a satisfied user of Zendesk but I feel a lot of features are still missing and over time, I am not seeing any improvement with the platform. Our company may consider getting out of Zendesk in the next few years as Zendesk doesn't fit the analytics we need as our company grows. Pros Zendesk is very simple to use and set up. Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack. Cons No features getting added as time goes by. No improvement. Very difficult to create reports that requires multiple data. No knowledge base available online to refer onto when creating reports. No ability to create ticket dashboard only ticket views which is very poor. Review Source cG claire G. CSM Automotive Used the software for: 2+ years ### "Zendesk makes customer service easy! " January 11, 2023 5.0 Zendesk makes it easy for businesses to manage incoming contacts easily and quickly! Pros No more getting lost in emails! Zendesk makes it easy to organize and manage incoming mail, especially in a team setting. Easiest system I've worked with. Cons This software is quick, efficient, and has all the features I would expect. I wouldn't change a thing! Review Source Chris M. Manager, Technology Service & Support Accounting Used the software for: 2+ years ### "Best Help desk Ticketing system we have used" May 4, 2018 5.0 Increased productivity and better handling of client support issue and needs. Pros The best parts of this product has been: - Ease of use - Very easy to get setup and working - Low monthly cost - Totally Cloud hosted - Nothing to host onpremise - Lots of integrations - Too many to list - Simple config - Very easy to setup and create the workflow you need - Ease of customization - Very customizable for your support and ticketing needs. - Branding - Grey label branding, can brand most items. Cons I honestly cant think of anything to say that is bad overall. It be nice if workflow/approval process was built into it, but that is able to be added as an add-on. Review Source VR Verified Reviewer IT Specialist Information Technology and Services Used the software for: 1-2 years ### "Great....#1 rating is well deserved" July 25, 2019 5.0 Solid...5 stars for performance. Pros Ah...so many things to like here! For starters, I love that you can get a free trial before you buy (which we took advantage of for sure!) and after the trial, the price point is still relatively inexpensive. Tracking and automation features are helpful, and most appreciated! Cons Cant really say there is much I dislike. Let me think a minute about this...nope, still coming up with nothing! I'm a fan...great software to invest your money into. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Jira has lower ratings overall, and after a trial, we loved the ease of ZenDesk. The price point also works for us. Review Source RH Riley H. Market Success Manager Marketing and Advertising Used the software for: 2+ years ### "8/10 stars" November 16, 2021 5.0 Zendesk allows me to track the type of support requests that come in from our clients and also gives me hard numbers of inquiries to support detailed information we need for progression reports. Pros ZenDesk is the perfect ticketing system that allows my team of 12 individuals to successfully support over 600 AE's across the country. It enables workflow management and tracking of conversations so all aspects of support are streamlined. Cons The system is a little outdated and can be clunky to use. Overall I think it needs a facelift and some additional tools to make it more streamlined (integration to Zoom, Outlook, etc.) Alternatives considered [ClickUp](https://www.capterra.com/p/158833/ClickUp/) Reason for choosing Zendesk Suite Made more sense for needs. Review Source VR Verified Reviewer zendesk suite Plastics Used the software for: 1-2 years ### "Zendesk Support " January 19, 2023 5.0 I highly recommend especially on a teamwork ICT environments. Pros Since its a web based solution, less expensive to maintain also no headache of data management. One of the best cloud ticket solution for ICT department ticket tracking. Cons Often we had issue of not getting notifications, like it pausing and then all mails of ticket number would come at once many of them as messing your inbox. Review Source Tracey M. Digital Media Consultant Consumer Services Used the software for: 2+ years ### "Feature packed full on customer support software that takes some work to maintain" January 18, 2018 5.0 Pros This is a feature rich piece of software, which if you have the time you can have working wonders for you and satisfying your customers beyond their wildest dreams. Along with tags, macros, and many more features and functions your responses can be sure to be consistent on voice and across the users using it. Cons It can have a bit of a 'clunky' feel about it - too text heavy and not enough of a Pretty GUI. It does time out from time to time which is quite annoying. Not often but when it does happen is one time too many. Maybe it's not them, maybe it's us but it seems to happen with Zendesk and not so much other software by comparison. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.