# Page 31 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 31 - 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 31 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 751-775 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Project Manager Computer Software Used the software for: 6-12 months ### "Premium Software - Premium Results" July 2, 2022 5.0 Pros Zendesk is a very efficient software to ensure healthy business/communication with clients. It sorted out a lot of problems for us and even saved us some money. Cons Its comes with an proce tag for each user which isn‘t a small monthly amount in total, but it‘s still worth it. Nothing else to complain about. Review Source Joseph M. Owner Used the software for: 2+ years ### "After decades of using various help desk softwares, when the choice was mine, I chose Zendesk." June 25, 2018 5.0 This software allows me to run a helpdesk. Without it, I'd have notepads and voicemails. Pros The software is simple to use, respond to, and is available everywhere I want to access it. The interface is sleek and fast, the emails are easy to understand, and you can have the whole thing beautifully configured in moments. This is an example of what good software should look like. Cons There are a few integrations I wish existed, such as better interfaces with a Google Calendar or similar, but my only other downside I could list would be that sometimes I have to wait a full five seconds for it to refresh, which is not long at all. Review Source VR Verified Reviewer Techinal Program Manager Automotive Used the software for: 1-2 years ### "Perfect for customer service" February 21, 2023 5.0 Pros \- The email ticketing software is perfect to manage the email communications within a team of multiple people- UX/UI is clean and neat- The documentation of the platform is really good so you rarely need any help from product support Cons \- We tried to use Zendesk Suite as a Sales CRM and it didn't work for us as we added more and bigger features Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Zendesk Suite Free trial of 14 days, good onboarding and good documentation Review Source DGL Dianne Grace L. Front Line Solutions Analyst Outsourcing/Offshoring Used the software for: 2+ years ### "Satisfied " August 25, 2022 5.0 I'm very satisfied with this. Actually I'm introducing it to other companies in freelancing. Pros The fact that I can see all the details of the caller or requester in just one page. Cons The newly updated face of the Zendesk. I and also my team really love how fast Zendesk can help us in terms of putting notes and reply for the requester. I'm hoping that you'll bring back the old type of Zendesk which is really not confusing when it comes to jotting down notes and replies. Review Source Hernán F. Technical engineer Computer Software Used the software for: 1-2 years ### "Zendesk solution" August 1, 2023 4.0 Pros The simplicity of it, any user without previous knowledge can pick it up and navigate it just fine. Cons The support was kind of slow but they always come up with a solution for our problems. Reason for choosing Zendesk Suite Simplicity Review Source VR Verified Reviewer CEO Internet Used the software for: 1-2 years ### "Good software, bad service and support" April 12, 2021 4.0 The only reason I am using zendesk is because it is integraded and my entire ticket history is in Zendesk. I am just hoping I do not need any support in the future because it will take so much time and frustration. It is just not worth it. Pros Once it is setup correctly the system works properly and you have most options that are needed to do a proper customer service via tickets Cons If you ever need support from Zendesk then it is horrible. It takes days before they respond. When they do then they give you the wrong advice and eventually you need to pay to solve it. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[OTRS](https://www.capterra.com/p/127284/OTRS/) Reason for choosing Zendesk Suite The many options that should be possible. Review Source SW Stephen W. Sr Solutions Engineer Computer Software Used the software for: 2+ years ### "Modern customer service portal for the best customer experience" July 23, 2021 4.0 Overall Zendesk delivers a seamless experience for end customers. Pros Zendesk has a strong following and the number of customer references made it easy for us to decide to give it a try. My favorite aspect is the amount of customization available to tailor the look and experience of the support portal. It's easy to add FAQs or knowledge bases to make support as self service as possible. The ticket submission system is straightforward to configure. The UI allows for multiple tabs to expedite searches. We also added a JIRA integration that allows us to pass tickets to engineering which works quite well. Additionally, we are making use of the various analytics in order to make sure we are optimizing for the right metrics to continually improve customer satisfaction. Cons Zendesk starts at $49/agent so it's not cheap. That said, you do get a ton of functionality from the lowest pricing tier. While there is integration with salesforce, it's not as well done as Service Cloud (obviously). For companies who want a single source of truth, you are going to have to sync data back and forth which could become brittle. For license management you also will have to write your own automation. Review Source VR Verified Reviewer Assistant Manager Insurance Used the software for: Less than 6 months ### "Everything you need to support your customers." December 16, 2019 5.0 It has really made our support system better. The internal workflows have been improved drastically so we are closing tickets more reliably and quicker. If you are looking for a help desk solution, I would recommend you give Zendesk a look. Pros I was very happy with how quickly we were able to deploy this internally. Normally a something like this has a deployment time of weeks but we had it up and running in a fraction of that time. You can get up and running with Zendesk in a matter of days or even less if you are a smaller organisation. I also liked the availability of resources available for new users. And the software itself is fairly easy to use so our support staff were able to transition to it very smoothly. Overall quality of Zendesk has been great too. The workflows are smartly designed and easy to follow. There havent been any reliability complaints raised so far either. Overall, would definitely recommend this. Cons Doesnt really work so well on mobile devices. Which might not be a big deal if you only access it from a PC but I would have liked to be able to use it fully on the go as well. Review Source VR Verified Reviewer Founder Retail Used the software for: 2+ years ### "Zendesk is industry standard for a reason" September 21, 2022 5.0 Overall Zendesk has been great and a good upgrade from what we were using previously. Pros Zendesk is great because it can connect with many different communication sources although some need 3rd party connection tools. Cons I wish there were native support for eBay and Amazon messaging. We have to pay for a 3rd party integration which fortunately works very well but that should be natively supported. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We needed the ability to connect with more customer contact points. Zendesk handles volume better without being tedious. Review Source SP Sumit P. E commerce Analyst Consumer Services Used the software for: 6-12 months ### "The ideal tool for customer service is Zendesk." March 25, 2023 5.0 I'm using Zendesk since 7 months. Pros This tool performs incredibly well while giving clients a favourable response. We may use the macros and give the customer the resolution. Utilizing the tool is not stressful. Additionally, we can file emails in accordance with responses, much like open or pending tickets. Cons Nothing to dislike, Everything is perfect in Zendesk to provide a better resolution to the customer. Switched from [Gladly](https://www.capterra.com/p/156723/Gladly/) I was moved to another project so that company provided this tool. Review Source Jalonda R. Student Hospital & Health Care Used the software for: 2+ years ### "Problems solved!" March 20, 2021 5.0 My overall experience with Zendesk has been very positive and I have no complaints. This is a software that was often used at my previous customer service jobs and also when I ordered products online and have questions or concerns. Pros What I like most about this software is the ability to email customer support about a productive service and be able to be given a ticket number and immediate response from the automated system before the agent contacts you. Cons I have no negative experience with this software and I do recommend it for any job or educational setting in which a service or product is being given. Review Source Jeffrey W. NOC Technician Information Technology and Services Used the software for: 2+ years ### "It does it's job considerably well" September 15, 2019 4.0 Zendesk was the first ticketing software I had experience with, which was perfect because it was so easy to pick up and get the hang of. But now that I've been using it more and have become an administrator, I'm seeing that it's more capable than I had previously realized as well. Pros The ease of use especially when compared to some of it's competitors such as Service Now. Zendesk is foolproof. The interface is clean and while it may be more basic than it's competitors, it does pretty much everything you need it to do for a ticketing system. Cons It could have a bit more customization integrated into the software, other than that though, it's very solid. Review Source JT Janis T. reviewer Broadcast Media Used the software for: 2+ years ### "Really good software for customer support " December 25, 2022 5.0 It is nice and smooth to use, it has notifications and built-in key phrases that makes it easy to use. Pros It is easy to use. There pops out all the necessary information about customers when they reach out (like name, their location etc). Customers can leave feedback after the chat. Cons It could be better to upload a files when chatting (images or other). usually costumers write when there is a technical problem and it is always easier to understand by image so that feature could be more UI-friendly. Review Source VR Verified Reviewer Operations Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Not bad, but too Expensive!" January 20, 2020 4.0 Not bad, but I would recommend Freshdesk over Zendesk because they offer many features in comparison with Zendesk pricing. Pros Userguide/Help centre is very useful, required moderate level of technical skills for the setup! API integration is easy, enormous option for the 3rd party tools integration. Hardly seen any server downtime. Cons Pricing! you'll be forced to buy their Enterprise plan if you want optimum use of it. Else, the lower pricing plans end up buying addon packs to serve your business requirements. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Competitive Pricing, Good Features, Better Customer Support! Review Source VR Verified Reviewer Analista financiero Used the software for: 6-12 months ### "Zendesk is the software that focuses on your customers and that makes them happy" April 5, 2018 5.0 This tool allows you to focus more on your customers, have them closer and the attention they receive makes them happy. Having your customers happy means that your company is going in the right direction. Without a doubt a very complete and efficient tool. Pros This software is very efficient when it comes to serving your customers. Being based on the cloud does something intuitive, its interface is friendly. This is a tool that integrates everything, and that is precisely what Zendesk does. Zendesk manages to integrate all the activities of your company that are directly related to customers: online chat, social networks, emails, progress reports, telephone support and also applications to continue optimizing your work processes, according to the needs that you are developing. Cons There is no problem or inconvenience with Zendesk. It is very efficient and easy to use. Everything you need to organize and maintain close contact with your customers. Review Source Hélène B. Conseillère clientèle Consumer Services Used the software for: 2+ years ### "Un outil très simple et pratique" January 31, 2023 5.0 Pros Facilité pour fusionner les tickets, retrouver des contacts. Rangement par dossiers. La création de modèles pour les emails est très simple. Cons Parfois peu pratique de ne pas pouvoir accéder sur la page d'accueil aux tickets assignés à un collègue. Review Source NM Nayara M. Avaliadora Information Services Used the software for: 2+ years ### "Zendesk is a technologically-facilitated application for a service operation" February 15, 2023 3.0 Efficient service interaction has made the process easier. Pros The ease of use of the tool is an important point. Cons The lack of an integrated view with customer data. Review Source AM Aaron M. Sr Customer Success Engineer Computer & Network Security Used the software for: 2+ years ### "Zendesk is the best" January 27, 2022 5.0 Pros The ease of use, it is such a remarkable platform and I wish everyone would use it. Cons I wish it could integrate with our project tracking and billing hours. Review Source Trinayan C. Customer Happiness Expert Marketing and Advertising Used the software for: 2+ years ### "If it’s customer service, it’s Zendesk." November 27, 2019 5.0 We regularly use Zendesk for all my clients’ customer support needs. No other platform comes close to it. Pros This is one service whose mobile app is actually at par with the desktop version. Easy to use and integrates well with various other platforms. Cons Not much actually. I was not exactly thrilled with the couple of times, i had to contact their support (ironic I know!) but that’s about it. Review Source AB Alexey B. Head of Customer Support Financial Services Used the software for: 2+ years ### "Amazing tool but could be less expensive" May 25, 2022 4.0 Overall the software is awesome for organizing mid to enterprise-level support for organizations. However, may not be suitable for smaller companies due to not having flexible packages and too high prices for necessary tools. Pros Excellent options for providing customer services, such as ticket management, live chat, and knowledge base. Lot of tools to tune up the workflow to any SOP you can imagine Cons The price is way too high Do not offer customizable packages to include/exclude necessary and unnecessary solutions Review Source TF Tomasz F. Senior Client Agent Design Used the software for: 1-2 years ### "Love it - can't imagine a more reliable tool for handling emails" January 18, 2021 5.0 I was introduced to Zendesk as part of my onboarding training. Despite multiple functions and features, everything seemed clear and well-thought from the start. I can't imagine handling emails at work without Zendesk. It makes the job much easier and smoother. Absolutely love it. Pros Before I started my current job, I had no prior knowledge of this software. Everything seemed clear and transparent right from the start. Zendesk makes handling thousands of messages on a daily basis feasible and coherent. It helps keep track of several ongoing issues at the same time while keeping everything clear and accessible. Cons Not much to say here. In approximately 1.5 year of using Zendesk only two times a major server that prevented any work occurred. However, both instances were fixed in a swift manner. Review Source KD Keisha D. Asst Director of Enrollment Higher Education Used the software for: 6-12 months ### "Zendesk is my Zen" July 1, 2022 5.0 Pros This program is great for making customer service better and helps with business solutions and projects. Cons Was hard to navigate at first but came with ease with regular use. Review Source Will G. Client Success Director Computer Software Used the software for: 2+ years ### "Great support ticketing and adequate help center library" April 24, 2019 4.0 We significantly improved our user self-help experience by deploying and leveraging Zendesk articles and learning paths. Pros Zen desk makes it simple to assign, communicate on and solve customer support tickets. Additionally, publishing articles is very simple. Our team created over 100 Help Center articles for our customers and they along with the ability to group into learning paths has created a significant increase in self-help with our app. Cons I think that Zendesk help center us limited because competitors like intercom provide a less robust but simpler customer communication and education tool. Review Source IVOR W. Client Engagement Manager Information Technology and Services Used the software for: 2+ years ### "Zendesk Review" October 9, 2018 5.0 My overall experience with Zendesk has been excellent and I have been using it within the business for 7+ years. However, as I outlined above, it can get quite expensive for a small business if looking to move to a better tier of functionality. Despite this, I would highly recommend the Zendesk support software, it has never let me down. Pros \-Easy to set up -Allows customer service team to manage tickets easily -Allows a customisable support workflow -Stay informed with in-app notifications -Good level of API integrations available - Jira, Harvest, etc. Cons \-Can get quite expensive once you look to increase functionality and move to a more premium version. Review Source ZM Zach M. IT Manager Real Estate Used the software for: 2+ years ### "Zendesk makes our IT Department look like the heroes we are!" February 21, 2019 5.0 We used to use a free IT support system. Zendesk has dramatically changed how we approach IT support. The set and forget mentality that is Zendesk. We used to deal with disorganization and random people stopping us in the hallway. This would result in us forgetting to address the issue and add further frustration for our end users. Zendesk is so easy to administer and even easier for our end users to put tickets in. Pros Zendesk makes it easy for our end users to put in requests for support. We can receive tickets from multiple mediums; email, text, web portal, and app. The mobile app is amazing. Our support technicians are able to respond to tickets from anywhere via the app. Any company who is serious about providing exceptional support needs to be using Zendesk. Cons There is not much that I do not like about Zendesk. However, I believe they need to focus on building a better knowledge base mechanism. We would like to be able to take a helpdesk ticket and its resolution and easily publish this to a knowledge base. This is not possible currently. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.