# Page 30 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 30 - 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 30 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 726-750 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Lead UI Developer Computer Networking Used the software for: 2+ years ### "So easy to keep track of customer requests, I'd say it improved my customer communication greatly!" April 11, 2022 5.0 Very happy with Zendesk! Would see myself and the teams using it for the future too :) Pros Tracking task development History of communication Search filters are A+ Great notification system Cons Wish I had more freedom in categorizing my tickets. Review Source VR Verified Reviewer Support Automotive Used the software for: 1-2 years ### "Zendesk is a multi featured application for client/customer management" October 28, 2021 3.0 Solving customer complaint and management. Routing of tasks and tickets to the team. Pros the visual layout and setup/flow of managing tickets is pretty good. Cons Configuration and ongoing management is confusing at times. There are a lot of features that take some time to configure. It would probably be best to have an integrator configure it. Review Source Rao Wajahat S. T24 Senior Functional Analyst Banking Used the software for: 1-2 years ### "Zendesk by Zendesk Value of Money for all your Tasks" June 30, 2021 5.0 Pros Overall it was great because the product is so rich in features/functions. Getting help to understand how to make the best use of this product can sometimes be a challenge, It makes your users happy to be able to text, email, live chat, and text on social media. Great software because it is available in different languages. Cons Help, or lack thereof. If you need help with this software, they take a long, long time to get back to you. You know exactly what you are doing because if you need to stop them, I wish you well. Review Source Patrick M. Technical Support II Information Technology and Services Used the software for: 1-2 years ### "GREAT first help desk, for enhanced features, not so much" November 9, 2017 4.0 Pros Dead simple to set up. Hours and minutes, not days. What you get is a robust help desk, some powerful automation mechanism, and excellent reporting. The available add-ins make integrating with other systems very helpful. Cons There is a surprising amount you can't configure, especially workflow. You can't modify ticket statuses, for example, so if you wanted a status of "Escalated to Development", you're out of luck. There are a lot of tools availble in ZD, but you are locked into certain workflows that make it hard to customize the product. I implemented this product in 2010. It was a breeze. As others have pointed out, they don't seem to add many features. When I did an extended pilot in 2016, I can't recall any substantial changes to the product since I last set it up. Review Source IC Ivo C. Talent Acquisition Health, Wellness and Fitness Used the software for: 2+ years ### "The perfect tool for Customer Care" May 22, 2023 5.0 Pros The perfect tool to start your Customer Support operations. The best solution for any kind of business, where you can manage your customer requests, communicate and build your all operations regarding your clients B2C. At Sword, we use Zendesk with all the available tools: Live chat, email, phone, SMS, messaging, API, etc. The other super important tool is related to KPIs management, Zendesk allows you to control all the data in a very easy way to analyze with dynamic dashboards. Cons The phone tool is something that still needs a lot of "love". Unfortunately, is a digital tool with a lot of bugs. Nevertheless, thanks to the Zendesk Customer Support team, we were always able to get the help that we need. Alternatives considered [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Zendesk Suite The most complete solution. Review Source VR Verified Reviewer Customer service representative Public Relations and Communications Used the software for: 6-12 months ### "Use of zendesk in handling Customer service support" April 4, 2021 5.0 Overall, I can say that Zendesk is good to use in customer service support. It is convenient and easy. Will definitely recommend it. Pros It is easy to use, search and view tickets. You can also view all the past tickets with the customer to ensure that you can provide the right process and solution. It also easy to escalate tickets to the right people and management. You can also create your own macro or KB to provide an accurate and right response to a customer. Cons There are times that the system will lag especially if there are so many tickets. There are also some chances that 2 or more agents will handle the same ticket and provide different solutions which will confuse and frustrate customers. Review Source YB Yesenia B. Vacation rental owner Hospitality Used the software for: 2+ years ### "Consistent product " June 14, 2023 5.0 Pros I have used Zendesk for over 6 years to manage customer support and FAQ for a start up and it has grown with us I’ve the years and been very beneficial Cons It takes a little bit to setup systems to work for you but once complete it is smooth sailing Review Source Andrés G. Tech Support Computer Software Used the software for: 1-2 years ### "Review of Zendesk as a Tech Support Employee." April 8, 2022 5.0 Pros The possibility of creating views allows me to understand better priorities and SLAs. Also, I love to know who is viewing mi tickets. Cons Sometimes external users have access to our internal comments. Not sure how that happens. Review Source SF Samuel F. Process lead Utilities Used the software for: 2+ years ### "Great application for live chat with customers " November 21, 2023 5.0 Pros Great application for live chat with customers with good real time metrics Cons Incident raising can be delayed in getting resolution Review Source Declan D. Chief Growth Generator | Digital Growth Strategy and Execution | Growth Hacking | Mentoring Internet Used the software for: 2+ years ### "Zendesk does a few simple things very well, and that is why I recommend it often." June 14, 2018 4.0 Pros It's setup is easy and allows you to cover many of the inquiries and questions your customers, have, without creating web pages you have to update. I've also used it for employees and outsourcers on long running projects to cover their questions. People ask the same questions, it's their nature, and Zendesk allows you to automate the responses. It also provide accountability to inquiries so you can follow up and have a trail to make sure that the inquiry was addressed, and if not you can fix it. Cons There is very little I don't like about Zendesk, except perhaps it's an older software that is mostly text based. So it looks the same on every site, which in a way is a benefit but in a visually driven world, text based solutions can lose people's attention. While I don't think it has to be graphic, by being so text based it is a strength and a weakness, and if you have long answers to your questions, all that small text can look like something the user will skip over. Review Source SC Sheetal C. Support Specialist Legal Services Used the software for: 1-2 years ### "Good Tool for Customer Support" May 14, 2021 5.0 I have used this software for just over a year now. I have no idea how we even managed with Zendesk at this time. It helps us intergrate every tool we use and is the central place of work. Pros Good customer support tool. Easy to track tickets and assign tickets to other team members. Easy collaboration. Lots of integration with other softwares. Easy tracking and reports. Cons User interface seems busy at time. Too much going on at the same time. Review Source SA Steve A. Database technician Computer Software Used the software for: 2+ years ### "Good overall system for customer ticket management" March 11, 2022 4.0 Overall it has worked pretty well. On the user end, it's been marginally better than Front, but the reporting and integration functions have been better. It's way better than using a regular email program like Outlook. Pros What I like most about the software is the easy to set up automations. Overall it's easy to use for ticket management and response. Cons What I like least is the lack of auto refreshing. Sometimes views would auto refresh but sometimes not, and it would usually take a while if they did. Also, the tag and macro systems are a bit clunky to use. Switched from [Front](https://www.capterra.com/p/132901/Front/) We switched to get improved reporting and integration. Review Source OJ Otim J. Intern IT technician E-Learning Used the software for: 1-2 years ### "Newsletters " August 28, 2023 5.0 I have to use this software for more than three years though not consecutively but I have been able to deploy it because has features for modification and for proper customer support management. On the side of life chat it supports two messages and also I normally use it in email marketing. Pros I use it for sending newsletters to the customers and mostly I use it for the customer support in the way that it is able to deliver and enable auto reply in case the customer sent in the message. Cons Zendesk is it to deploy and to use I have a good API for integration with other softwares. It has all the functionalities and all that is software has been used effectively for effective work. Review Source VR Verified Reviewer Director of Growth Marketing Consumer Electronics Used the software for: 2+ years ### "Zendesk - There are better solutions." September 20, 2018 3.0 Zendesk is our Customer Service management platform. Would never recommend it as a solution! Pros Like the range of apps & integrations they have, this allows users to connect different tools together for tracking & reporting. Cons Zendesk is a robust & confusing customer service platform. The implementation is difficult & time consuming. Reporting is incredibly difficult to customize. It's too easy to use Zendesk in a silo and it ends up being a real barrier to seeing a full view of customer interactions with your company. Feels like Zendesk acquired a bunch of companies (like Zopim) and have struggled to integrate these within their core product. Review Source Nicole S. Transcriptionist E-Learning Used the software for: 2+ years ### "Zendesk is always popping up so I thought we'd try it." June 19, 2022 3.0 It didn't work out as well as I'd hoped- it is supposed to redirect people to get help, and it wasn't quite satisfactory. I'd like live people to chat. Pros What I like most is how popular and well known it is, and also cost effective. Cons I would like to talk to live people and it didn't work out that way. Reason for choosing Zendesk Suite it was the only one i knew of, and just something i tried briefly. Review Source VR Verified Reviewer Systems / Network Administrator Education Management Used the software for: 1-2 years ### "Zendesk Support" August 22, 2019 5.0 We are using Zendesk to help people better communicate issues with the software and hardware they use. Our manager likes to be able to have a report of most popular issues and number of support requests. Pros Integration with Office 365 makes it easy for user to log in Availability of an Outlook plugin to create helpdesk tickets from emails Cons Cannot remove the option for users to create an account. We want everybody to log in using their corporate Office 365 accounts. The occasional users forget which button to click in order to log in with Office 365. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Zendesk Suite Office 365 integration, cost is reasonable, knowledge base section Review Source AK Alex K. IT Support Specialist Construction Used the software for: 2+ years ### "Best Ticketing System Available!" October 27, 2022 5.0 Fantastic so far; been using it for almost 5 years. Pros It's very simply to pickup and it can either be as simple or complicated as you'd like it to be. The customizability of Zendesk is crazy, to the point where two different Zendesk systems could look completely different, but both very capable. Cons If you configure too many add-ons, it can really slow down the functionality of Zendesk. Review Source AJ Ashley J. Clients Success Team Lead Computer Software Used the software for: 2+ years ### "Could not function with out it!" December 9, 2022 5.0 Great experience for what I use it for. Pros I love that ZenDesk not only manages our open client tickets but it also houses all our client facing training content. I also love that it has the ability to integrate with all the other systems we are using. Our billing team also uses ZD to communicate with clients and it allows us to collaborate with them as well. Cons Nothing for me in my function at this time. Review Source VR Verified Reviewer AVP - Marketing Automotive Used the software for: 2+ years ### "Zendesk helped in managing escalations " November 17, 2022 5.0 Pros Zendesk helped us in managing escalations via chat and due to multiple integration option. It was quite easy to manage all of the tickets. Cons No such cons, just a price could slightly be worked upon. Review Source Faith S. Customer Support Specialist Telecommunications Used the software for: 1-2 years ### "ZenDesk for the extra layer of customer support." November 27, 2015 5.0 My company works with telecommunications companies all over the world. We currently have offices in the United States, Canada, Italy, Australia, and Germany. When our customers do not need to utilize our immediate LiveChat service they create support email tickets through our ZenDesk program. I am immediately notified of all incoming requests for support which allows me to quickly respond to the needs of our customers. There are lots of integrations and the reporting/analytics allows me to keep track of how we are doing compared to the industry standard. Since we are an expanding company ZenDesk has allowed us to constantly meet our customer demands without the normal growing pains. Pros The pricing is extremely affordable for both large and small business- depending on your specific needs. Customer support staff is always available and eager to assist. Detailed reporting and apps integrations are added bonuses. Ability to add tags and even group ticket. Manage client needs quickly and with ease. Cons I have not had an issue in over three years of using ZenDesk. There have been many updates and additions to the program and each of them has been beneficial to my company and customers. I have no doubt that if I do have an issue, complaint, suggestion- that the support staff will be right there for me. Review Source RS Robbie S. Project Manager Information Technology and Services Used the software for: 2+ years ### "Great Product for Ticket Management" November 16, 2022 5.0 I think Zendesk worked perfectly for what we needed to do in order to keep track of customer support tickets, and with communicating within our team and with our customers. Pros This product worked well for us for managing tickets with our customers. It also helped our team with internal communication on work that was being done as well as what was needed to be completed. Cons It was a little messy when merging tickets. If a customer sends in multiple requests for the same issue, we would merge tickets, but the 'merge message' that would show on the active tickets got quite confusing at times, so we would close it out completely and start a new one. Review Source JH John H. IT Wholesale Used the software for: 2+ years ### "Zendesk" April 28, 2023 4.0 customer communication has been good Pros Chat has worked very well for us on a daily basis. Cons Nothing not to like. Chat has worked very well for us on a daily basis. Reason for choosing Zendesk Suite worked well Review Source Aaron W. Director of MediaShout User Experience Computer Software Used the software for: 2+ years ### "They are one of the best...but we left them..." November 12, 2017 4.0 It provided us with a great tool for supporting our users, but the support from Zendesk became lacking and so we moved on to a company that had better customer support. Pros Zendesk is the ultimate when it comes to Customer Support systems. Email support and Knowledge Base are great ways that you can connect with your customers, whether they are internal or external. Cons Over the last few years, they have tried to implement new features without keeping the support of existing products up to date. They attempted to update the mobile app and it was a bad experience at start (especially since it was a forced update by turning off the old app that worked). Review Source VR Verified Reviewer Customer Service Manager Oil & Energy Used the software for: 2+ years ### "Help Desk with all the necessary customer service features. Complete combo." August 27, 2018 5.0 Pros Our team has been using ZenDesk for awhile now since it complements our team’s needs so well. It has call center features which is a great addition to any customer service team, since client feedbacks are also received through phone calls. It can manage incidents, project, changes, availability, asset and others. It is complete in a sense that is has everything a customer service team needs and more. Cons Due to its increased number in features, setup is a little bit complex. Nothing their tech support cannot handle though. Overall, ZenDesk is great is highly recommended for customer service teams elsewhere. Review Source Felipe L. Ceo Consumer Services Used the software for: 6-12 months ### "Maravilhoso " May 1, 2023 5.0 Pros Gostos dos produtos da Zendesk ajudam milhares de pessoas pelo mundo. As ferramentas são incríveis e super fácil de operar. Cons Acredito que interface poderia ser mais limpa, clara e objetiva. Isso ajudaria os usuários a utilizar a ferramenta Review Source Talk to a Capterra advisor for free and get results within 15 minutes.