--- title: "Page 3 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 3 - Is Zendesk Suite the right Customer Engagement solution for you? Explore 4089 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/164283/Zendesk/reviews/?page=3" page_type: "reviews" language: "en" --- Zendesk Suite 4.4 (4089) 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 August 3rd, 2026 # Page 3 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 51-75 of 4089 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use LL Lance L. Service coordinator Internet Used the software for: 1-2 years ### "Great product , Feature rich and Easily Configured!" June 9, 2026 5.0 Pros Customer support and help getting everything configured! Easy to use across multiple departments! Feature rich and easy to customize! Cons The amount of time it took to get everything situated and rolled out took longer than I anticipated however that could be my own miscalculation. Review Source DD Dennis D. Business Owner Information Technology and Services Used the software for: 1-2 years ### "It does the job well." June 17, 2025 4.0 The overall experience has been quite positive. As I said above, there's very little lacking in any area for a clean and easy solution. Some other solutions offer more features but often more features is not always what I want if they don't work well. Pros I really like the help desk / ticketing features and it's very easy to use once it's all set up and deployed. Even the deployment and initial configuration is pretty straight forward. Cons There's not a whole lot that I don't like about Zendesk's products. Sometimes, in the past, I found it lacking in the reporting department. Especially when it comes to the ticketing side. Review Source 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 MW Mauricio W. Senior Sales Executive at WhiteWater, Inc. Restaurants Used the software for: 6-12 months ### "What I noticed with Zendesk" January 27, 2026 4.0 Pros Zendesk makes it easy to efficiently centralize customer support and track conversations across multiple channels. Request management is smoother and more structured. Cons Long conversations can become difficult to review. Sometimes it’s necessary to summarize and centralize key points elsewhere for better follow-up. 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 KY Katie Y. Head of Customer Success Computer Software Used the software for: 2+ years ### "Leaders in CX? I beg to differ" March 7, 2025 1.0 Our first several years working with Zendesk were pretty good. We rarely required help and the feature set met our needs. About 5 years ago our experience with them started going downhill fast. At this point I would strongly recommend against anyone starting a business relationship with this company. Pros The ticketing system works well most of the time. Cons \- Their support is some of the worst I've ever experienced and keeps getting worse. - Their admin portal is buggy - Their knowledge base tools requires you to learn a new programming language in order to set up a support site. - Their knowledge base tool is buggy. It routinely deletes images from and messes up formatting in active articles. - Their analytics tool is complex and requires a deep understanding of Zendesk architecture to use successfully. - The few valuable features they introduce are made available to enterprise customers only. - Most new development is focused on half-baked call center solutions that don't work as promised and decrease the quality of support offered to both their clients and yours. - They do a terrible job of screening for junk and spam letting a significant numbers of spam and malicious messages through and flagging real customer message en masse after each update. - They do not notify you in any way if your messages can't be delivered (bounces, etc) Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite Zendesk support was better than Freshdesk (at the time we signed up many years ago) 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 Samuel K. AE and Technical manager Construction Used the software for: 1-2 years ### "Tech support manager " August 3, 2026 4.0 Pros Quite intuitive and friendly to use and our company is using zendesk to track customer cases And it is adopted across multiple regions Cons Nothing really. It could be expanded to standard users rather than just technical support cases. For even general support requests 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 Yolandi E. Founder Management Consulting Used the software for: 2+ years ### "Your zen garden when it comes to customer support" March 4, 2025 4.0 It was good and did as promised, it made life easier as at that time I was dealing with a lot of queries from different time zones. Pros The complete customer service solution is awesome. The ticketing system is an amazing bonus. Cons It's not the easiest platform to navigate for someone who has no technical knowledge. 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 Zendesk suite 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 LS Laura S. Benefits Manager Financial Services Used the software for: 2+ years ### "Good concrete product but need to address customer service " June 15, 2026 4.0 Pros I have found the continuation of improvement on AI features to be good progress and has helped us keep maturing as a business. Cons I think the customer service could be improved; it is automated and they take a very long time to reply! 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 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 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 JJ Jobin J. Senior Platform Engineer Computer Software Used the software for: 6-12 months ### "ticketing system" December 17, 2025 4.0 Pros The ticketing system is well structured, and the automation features help save time. The reporting tools are useful for tracking team performance and monitoring overall efficiency. Cons The initial setup can take a bit of time. Some advanced features also require a solid learning curve to be used effectively. Review Source IN Inamari N. Customer Account Support Information Technology and Services Used the software for: 6-12 months ### "A Great Overall Solution for Managing Customer Queries" November 5, 2025 4.0 Pros I really like how straightforward Zendesk Suite is to use once you get familiar with it. The interface is clean and easy to navigate, and it keeps everything in one place, which makes handling customer queries much smoother. The ability to customise workflows and automate parts of the process is especially helpful, and the reporting tools make it easy to see what’s working well. Overall, it feels reliable and well thought-out. Cons Some of the more useful features are only available on higher plans, which can be a bit limiting. Setting everything up initially takes a bit of time, especially if you want to get the automations just right. 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 CB Christine B. Pilates transformation expert Health, Wellness and Fitness Used the software for: Less than 6 months ### "Great at Customer Service Workflow" April 13, 2026 4.0 Very helpful in simplifying customer service workflow. If they could solve the filtering issues, I’d give them another star. Pros It’s a centralized platform that can manage almost all customer interactions - chat, help desk, email and order management. Cons Major issues with spam and junk email not being filtered out, while real customer emails get lost in the mix. 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 SL Sarah L. Directrice des opérations Retail Used the software for: 1-2 years ### "Très bon CRM" June 17, 2025 5.0 Nous utilisons Zendesk Suite 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 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 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 TK Tim K. Chief of Staff Hospital & Health Care Used the software for: 2+ years ### "The gold standard for managing customer support requests" January 8, 2026 5.0 Pros I like the easy way to build a custom workflows, rules, and alerts so I can best support my customers and any turnaround times. The personalized macros really increase Agent productivity too. Cons Can be challenging to manage customer users and keep that list up-to-date. Sometimes I get lost in the UI since a new tab within the Zendesk app opens for every ticket I click on. 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.