# Page 3 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Zendesk Suite the right Customer Engagement solution for you? Explore 4083 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 (4083) 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 June 2nd, 2026 # Page 3 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 51-75 of 4083 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 DL Drew L. SR SYS Admin Consumer Goods Used the software for: 2+ years ### "Solid CRM Solution" April 30, 2026 5.0 It's been great, been using it for quite a few years, and I dont really have any major complaints at all. Pros Zendesk suite is easy to use, and is one of the best CRM platforms out there. They have been around forever, and are easy to setup, and it's full of features. Customer support is solid, and its a great value for the money. Helps with sales management and email. Cons It can be complex to set up depeneding on how large your environment is, and what other products you need to integrate with it. Review Source 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 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 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 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 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 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 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 Meghann O. Manger, Customer Success Telecommunications Used the software for: 6-12 months ### "Lots of functionality but difficult to navigate" September 8, 2025 3.0 Pros Zendesk seems to have robust capabilities. It integrates with our CRM so I can see all the communication with our support team right there. Cons It seems complicated and we only have a small piece of functionality set up. When I am tagged on a ticket, it is not intuitive how to get to that ticket immediately. Also seems to easy to send replies to the customer vs posting internal notes. Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) One of the highest reasons we switched was for the AI capabilities 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 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 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 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 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 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 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 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 CH Crystal H. Executive Business Development Strategist Computer Software Used the software for: 1-2 years ### "Excellent way for a team to respond to your customers quickly" January 19, 2025 5.0 Overall, very pleased with ZenDesk for my team to support our customers and users. We are able to respond to tickets quickly and efficiently and it keeps our customers happy. It's much simpler to use than a shared email inbox. Pros ZenDesk is a great tool to address customer inquiries and complaints. My team and I can quickly respond to customer support tickets, tag tickets with keywords, such as "bug, "complaint", "praise" and more. We are able to also set the status for each ticket and assign to a specific user. The user interface is very simple and user-friendly. You don't get lost in the details of the tool because it's straight forward. Cons The spell check feature lags a bit from time to time, so it's easy to send a response with an error when responding quickly. It's also susceptible to spam inquiries. My team and I get several (10-20) spam inquiries written in Chinese on a daily basis. They are aware of the issues, however, there has not been resolution for quite some time. 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 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 MN Musawenkosi N. Technical Support Officer Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "Follow up reminders for unresolved issues are set up" May 21, 2025 5.0 Pros It has helped me bring some order to my support operations. And allows me to keep SLA goals and respond on time and informs me about ticket history with built in ticket flow automating tools. Cons Sometimes it limits me the way Zendesk suite handles follow up tickets when a ticket is closed. When a customer replies after closure, he creates a new thread instead of responding to previous one. 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 Zendesk Suite 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.