# Page 3 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Zendesk Suite the right Help Desk 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 March 15th, 2026 # Page 3 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 51-75 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AM Anna M. Customer Service Agent Health, Wellness and Fitness Used the software for: 2+ years ### "Zendesk solves customer support issues" April 6, 2026 3.0 Pros Very simple to use and fast. We have only a few functionalities but it has enough ones to manage your support tickets. Cons Being simple is good but it could have some more features like reporting or integrating with other applications like Gchat or Gmail. Review Source FG Florian G. Travel Manager Leisure, Travel & Tourism Used the software for: 2+ years ### "Zuverlässiges und benutzerfreundliches Ticketsystem für den Arbeitsalltag" June 16, 2025 5.0 Zendesk erleichtert den Arbeitsalltag deutlich. Tickets lassen sich gut bearbeiten, weiterleiten und dokumentieren. Auch in einem größeren Team ist die Zusammenarbeit damit sehr einfach. Insgesamt ein starkes Tool für Support und Kommunikation. Pros Ich arbeite täglich mit Zendesk und bin sehr zufrieden. Es ist leicht zu bedienen, bietet viele hilfreiche Funktionen und macht die Arbeit mit Kunden viel strukturierter. Die Kommunikation ist gut nachverfolgbar, alles ist übersichtlich organisiert. Außerdem gibt es viele Anpassungsmöglichkeiten, sodass man es gut an die eigenen Abläufe anpassen kann. Cons Gelegentlich treten kleinere Fehler auf, die aber nicht wirklich störend sind. Die Performance könnte manchmal etwas stabiler sein – das ist aber selten und kein großes Problem. Review Source TW Timothy W. IT Consultant Biotechnology Used the software for: 1-2 years ### "Its good but still not perfect" July 1, 2025 3.0 Its good enough for what we are using it for. There are definately features missing that I feel like a big company like Zendesk should have already implemented. Such as, keep tickets closed after customer says Thank you. Pros Powerful ticketing system. Lots of options and features you can use from this. So far its defiantly one of the better ticketing systems outthere. Cons The onboarding with support was honestly pretty terrible. We had this package that was supposed to give us good support and we thought it was white glove service and it was not. Switched from [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) Needed a more robust system that can support multiple departments in a company. Review Source KS Katie S. Operations Manager Leisure, Travel & Tourism Used the software for: 1-2 years ### "Zendesk has been perfect for our business " August 25, 2025 4.0 Zendesk has made guest communication smoother and way less stressful. For a tourism business where timely replies make or break a booking, it’s been worth the investment. Pros The ticket system makes it simple to see who asked what and when. If a guest emails about snorkeling conditions or a last-minute booking, I know exactly where it is and can assign it to the right teammate. The mobile app is also great when I’m out on the boats, I can still respond quickly without being online. Cons It takes a little time to get used to the setup, especially if your staff isn’t techy, but once we had our workflows in place it really streamlined everything. Pricing can creep up if you want a lot of add-ons, but the core tools are solid. Review Source DM Dana M. Fulfillment Manager Publishing Used the software for: 1-2 years ### "Zendesk does it's job" October 16, 2025 3.0 The overall experience has been fine, but the issue around CC'ing does leave much to be desired. I haven't used many other suites such as Zendesk to compare with. Pros I like that emails to our support team come through to Zendesk, instead of a shared inbox. We have several users and each has their own login, and can assign tasks to ourselves. Cons I do not like that it seems that we are unable to email multiple email addresses at once from Zendesk. This can be very time consuming when notifying a group of customers. Review Source VR Verified Reviewer Fraud Ops Senior Manager Information Technology and Services Used the software for: 2+ years ### "Zendesk the perfect customer support automation tool" September 15, 2025 5.0 Pros The constant advancements within the product. I have used ZD for a few years now, and it is constantly advancing to allow for the most advanced automations for Customer Support. Cons I wish Zendesk had a better secure email vault built into the product. It is currently the only gap I have identified within my use case, and wish they would invest in a document/email vault for secure information to be stored and passed. Review Source FM Freyxa M. CUSTOMER SUPPORT EFFICIENCY Retail Used the software for: 6-12 months ### "Customer support ally" May 22, 2025 4.0 My over experience was really good. It made my job easier, made my experience with the software, and the company itself a lot more bearable. Pros I really like this in one of my experiences with retail support, but I was able to work with emails, SMS, and life chat, and it was really efficient, user-friendly, and everything was organized Cons I am going to be 100% honest identify anything that I didn’t like about these so for specific because I found it to have everything on display and everything to be usable Switched from [Gorgias](https://www.capterra.com/p/155357/Gorgias/) The past software wasn’t that good and he was not able to hold all the information and all of the leads generating every single day Review Source HN Harshad N. Technical Support Expert Information Technology and Services Used the software for: 2+ years ### "Tickets and call management platform" February 24, 2025 4.0 The Zendesk is one of the best manageable tools for ticket management which I have worked on yet. Navigating options, dashboard, calling partners using integrated extensions, and using AI for ticket summary all are super easy and a minute job to understand. In office environment performance is absolutely good and the environment is secure as well. Pros 1\. Well and easily integrated platform with all the necessary extensions required in ticket handling. 2. Secured and reliable platform. The dashboard is extremely easy to navigate and see the options directly. 3. We can see the history of the ticket and can create and search for relevant KBs directly in the ticket panel only. Calculating the workforce, and doing chats and calls is just perfect and won't require any guidance to start and work. Cons 1\. Interface is very slow if the laptop gets disconnected from the company VPN and directly connects to the internet. 2. Chat on Zendesk by using a mobile is not very appropriate and recommended. Review Source LS Laura S. Benefits Manager Financial Services Used the software for: 2+ years ### "Accessible and easy to use!" November 16, 2025 5.0 Pros I have only used in one company, however I would say that it was a product that everyone was able to access immediately with no issues, i.e. it is easily accessible to all. Cons It is not the most visually pleasing compared to similar products which means that it can feel a little outdated on first glance, but because of the simplicity it means that it is easily accessible with no additional unnecessary add-ons. Review Source SK Sarah K. People Ops Manager Computer Software Used the software for: 2+ years ### "Helpful platform if you're tech-savvy enough to master it" July 9, 2025 4.0 We've had a positive overall experience with Zendesk, using it across our IT, HR, and operations teams as the internal ticketing system and help desk article platform for our employees. Pros Zendesk has been a great first ticketing system for our company, and allowing multiple users to act as agents ensures that there is not a blocker/single source of failure when it comes to supporting employees. The ticket submission forms are super customizable, and there's a lot of great logic that you can build into them. I also have appreciated the status updates and analytics around ticket responses. Cons The Zendesk admin platform and ability to build out customizations are still pretty complicated and can be confusing if you're not a very tech-savvy person. Review Source MN Mark N. Owner Building Materials Used the software for: 2+ years ### "Zendesk hate customers" December 6, 2024 1.0 For a company that makes software focused around customer support it's amazing that their own customer support is so terrible. They don't listen, they don't answer and they don't care. All they want is for you to pay and shut up. Pros Some of the functionality works. I guess it does the job if you want to pay a premium for nothing. Cons The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well. Alternatives considered [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Zendesk Suite I really dont know. Maybe I was drunk at the time. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We grew out of Freshworks. Zendesk seemed like the market leader. We were wrong. Review Source AH Anthony H. I.T. Systems Administrator Information Technology and Services Used the software for: 2+ years ### "A truly Zen experience when using Zendesk" December 3, 2024 5.0 My overall experience with Zendesk has been amazing. It is a tool that I use constantly and consistently, day in and day out. It makes managing tickets across multiple sites on prem and remotely a breeze. Zendesk is my favorite ticket system solution. Pros My favorite aspect of the is the support section. I use it every day for managing support tickets across many sites. Cons I did not like that Zendesk doesn't have a native dark mode feature. Nobody likes looking at a pure white background on a webpage. Luckily Zendesk is compatible with multiple dark mode applications and extensions. Review Source SK Simranjit K. Admin Health, Wellness and Fitness Used the software for: 6-12 months ### "Zendesk from experience " October 20, 2025 4.0 It does work as intended and provides day to day help to manage IT operations and helps to manage tickets in efficient manner Pros Knowledge base is so good as compared to other platforms and ease of useis quality that is helpful for small and big orgs Cons less features as compared to so many other apps and adaptability options based on company needs are limited Review Source Victoria H. HR Director Insurance Used the software for: 1-2 years ### "Good help desk system " March 15, 2026 5.0 My overall experience with was good. I would recommend others to use it as well as it works good. Pros What I liked most about Zendesk weight is the ability to login and create tickets, it was not hard to do Cons I don’t recall her being anything I liked least about Zendesk Suite . I can’t say I had any complaints. Review Source GT Gligor T. Senior IT Engineer Banking Used the software for: 1-2 years ### "Good setup for help desk operations" July 16, 2025 5.0 Pros I could establish a public knowledge base decreasing the amount of repeat questions. By using Zendesk, I can track what articles get the most views and therefore find out where I’m providing value and where I’m making a hole. Cons Merging two or more different customer messages sent over different channels into a single thread isn’t always automatic with such confusion in tracking resolution steps or audit trails. Review Source BY Bree Y. clerk Utilities Used the software for: 1-2 years ### "YES to ZENDESK" December 16, 2025 5.0 Pros Who doesn't love a chat option. We are all so busy these days, that to make a phone call for support/help is near impossible. Zendesk connects to immediate rep/support, while not interrupting the rest of you "schedule." Cons Super easy to use. We live in a world were CHAT OPTION is top tier and Zendesk does not disappoint. Review Source aG ady G. E Commerce Manager Automotive Used the software for: 2+ years ### "Customer facing its a sold application" February 3, 2025 4.0 Overall we still use it on our main website as its reliable and does what it says it does out of the tin. Pros Works perfectly and interface is nice from a customer perspective Cons We found it difficult to setup workflows and after the initial installation haven't managed to go any further in depth with it. Alternatives considered [WhatsApp](https://www.capterra.com/p/180345/WhatsApp/) Reason for choosing Zendesk Suite The ease to deply zendesk across our network at our main office, where whatsapp struggled with multiple users at the time. Review Source PK Phillip K. IT Support Officer Information Technology and Services Used the software for: 1-2 years ### "Sound backbone to our support functions" July 16, 2025 5.0 Pros I adored Zendesk intelligent ticket selection with automated assignment by skill set and by workload so my team never missed serious problems and the response time across channels of support shot through the roof. Cons The user roles and permissions felt too restrictive, and that adding new agent groups necessitated using multiple separate admin panels. Review Source KW Karen W. Head of CX Consumer Services Used the software for: 2+ years ### "Overall an excellent product" May 20, 2025 5.0 It's a really good idea to use a Zendesk partner to help with set-up and certainly with training users. Pros Intuitive, simple to learn, easy to use. Fast set up. Can partner with suppliers to assist with training and customisation. Cons Difficult to change the basic design without the help of a developer. Custom branding quite basic. Ditto colours. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reason for choosing Zendesk Suite Support, ease of use, recommendations from others Review Source SJ Susan J. PCR certified technician Pharmaceuticals Used the software for: Less than 6 months ### "Multi faceted app " December 22, 2025 4.0 Unlike the feature and the ability to have so much information in one place for calls and updates on profiles and other information. Pros Ease of use , and the ability to have it updated as needed for growing company and multiple issues for different levels of staff . Cons Some glitches can be annoying but , IT is wonderful . when you learn to navigate it , it’s like riding a bike . Review Source VR Verified Reviewer Customer Success Specialist Computer Software Used the software for: 6-12 months ### "Zendesk: When your office desk isn't enough" February 21, 2025 5.0 Zendesk is amazing at what it's good at: viewing, managing, and responding to tickets. While it can feel lacking in a fast-paced environment, it has everything else you would want in a robust ticketing system. Pros There are a plethora of different ways to tag tickets to organize them how you'd like. Seamlessly integrates email replies into the ticketing system. Great external tracking with tags and times. Cons For a ticketing system, it's difficult to keep track of when new tickets come in. As of right now, you have to manually go to the New Tickets tab. Having a native function to get desktop notifications when a new ticket would come in seems like an obvious feature, but a missing one nonetheless. Review Source YK Yevgeniy K. Data Analyst Health, Wellness and Fitness Used the software for: Less than 6 months ### " Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand" November 18, 2024 1.0 I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period. Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing. We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care. INVOICE here: https://drive.google.com/file/d/1VPps\_T8JTaCa2mY01TERXsQ86CV2Ztjn/view?usp=drive\_link Pros I have not found any pros in the service. Cons I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period. Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing. We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care. Review Source SL Sarah L. Directrice des opérations Retail Used the software for: 1-2 years ### "Très bon CRM" June 17, 2025 5.0 Nous utilisons pour gérer nos appels et nos mails. Nous avons observé suite à l'abonnement un gain de temps dans le traitement de nos demandes et dans l'organisation du service. Pros La solution Zendesk est une solution complète avec de nombreuses possibilités. Elle permet de gérer avec précision son support client. Cons La solution reste complexe à paramétrer. Les multiples composant la rende parfois trop complexe. Parfois les paramétrages ne sont pas intuitifs. Review Source DJ Derek J. Owner Recreational Facilities and Services Used the software for: 1-2 years ### "Ease of Communication with Customers" November 21, 2024 5.0 Zendesk has made our communications way easier. Once we set it up correctly, it's increased our support for customers. Pros Zendesk allows us to stay connected with customers. With the ticketing system, we are able to reply to all customer emails promptly without missing any communications. The ability to create tickets through the API, external email, and their web plugin is integral in our communication. The FAQ help through the web plugin also helps cut down on questions and provides our customers with a convenient way to answer questions on their own, before needing to reach out to us. Cons Setup can be a bit confusing with managing users in both admin and the support sections of the suite. Other setup issues was the complexities of macros and making sure multiple emails creates a thread correctly. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) We weren't able to keep track of all the emails and some things were lost, not followed up on, etc. Zendesk made tracking emails over longer periods of time way easier. Review Source JC Jaya C. System Engineer Telecommunications Used the software for: 1-2 years ### "Making customer support simple across all channels" June 2, 2025 5.0 Pros I like the fact that bundles together email, chat and social media support in one place. It enabled me to keep track of all the customer requests without losing context and easy way to respond back and upsell. Cons In a few cases, tickets didn’t get routed correctly per priority rules slowing down response times when the team was really busy. 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.