# Page 35 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 35 - Is Zendesk Suite the right Customer Service 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 35 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 851-875 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Chief Information Officer Construction Used the software for: 2+ years ### "ZenDesk has been a great asset here and elsewhere." April 16, 2018 5.0 Ease of tracking of helpdesk tickets. Pros I like the ability of the product to receive a forwarded email from a specific user/mailbox and create tickets out of it. I give my user a simple email address "help@...." and they can create their own tickets. The management of tickets is super simple which makes it work efficiently. Cons I wish you could change the statuses to custom names besides "open, pending,...etc" - would like some options for "awaiting approval" or "awaiting funding" or something similar. Review Source VR Verified Reviewer Global Infrastructure and CISO Food & Beverages Used the software for: 2+ years ### "Review for Zendesk" August 10, 2022 4.0 Pros integration with other 3rd party solutions, easy to use, user friendly Cons some GUI bugs, old display features , tab browsing is little bit old fusion Review Source Jonathan L. Classroom & Event Technology Manager Information Technology and Services Used the software for: 2+ years ### "An Excellent Customer Experience Management Software" March 27, 2020 5.0 Pros Easy to use, but also very customizable on the back end. We've expanded this from just our IT department to our our enrollment and student services, and it has worked well in every situation. Cons There is occasional confusion on email integration and how replying works from both customer & agent ends. Review Source VR Verified Reviewer Director of Customer Experience Consumer Electronics Used the software for: 2+ years ### "Zendesk is a beast of a product. Lots of customizability." June 14, 2018 4.0 Pros It's got a ton of options and features. It can be customized in a lot of ways and they're working hard on improving it. There's been a steady stream of great new features for a long time. Cons Being a beast is a blessing and a curse. If you're going to use Zendesk you really need to understand how triggers, automations, and other zendesk specific terms and features work. It's a big undertaking to make sure it really fits your use-case. Out of the box it's pretty limited in it's initial setup. Review Source SB Sarah B. VP, Director of Finance Marketing and Advertising Used the software for: Less than 6 months ### "With zendesk you will have full control of the Help desk " September 17, 2019 5.0 This cloud-based help desk service is simply brilliant. They are the pioneers of the organized organization of technical support tickets. It has an excellent integrated chat system, so that it is easy to communicate with customers. We really like your interaction tracking function. The cloud deployment provided by the zendesk platform has turned out to be quite large. This allows us to work comfortably our information without having to go to accommodation services. This is definitely a good service. Zendesk from the beginning has brought us a wide variety of customer service management features. Pros You can make call recordings. You can customize the communication system, and make email campaigns. In addition, you can do inbound marketing, and phone key imput. You can track the life cycle of each client, and their messages. Zendesk is a useful platform for all types of companies, due to its wide spectrum of functionality as a customer service management service (every online company needs good technical support management to thrive). The zendesk business team proved its worth by answering each of the questions we had about the system in record time. It's excellent. We are satisfied with the zendesk contract negotiation, since the price of the plans is very economical, and the contract is flexible with the payments. It is highly recommended for its automatic response system, which are interactive. Cons Zendesk has many shortcomings, especially when it comes to storing documents and monitoring networks. Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow. Review Source AD Adam D. Support Team Computer Software Used the software for: 1-2 years ### "Zendesk: Great for management, awful for users" June 29, 2017 3.0 For all my frustration with Zendesk, The reporting is great, the guys upstairs will love it. I'm just really unclear why ZD doesn't seem to care about their actual users. I'm guessing the answer is that users don't pay the bills, the people printing the reports do. Some alternatives to consider are Help Scout, UV Desk, or fresh desk, which are all better UI-wise, but have worse reporting... You'll need to pick your poison. Pros Fantastic Reporting Great ways to track ticket priority Integrates with most major software Scales with you as you grow Cons Not at all user friendly for the Rep Tons of UI decisions that will make you pull your hair out, ranting "Why did they make it this way!!!" Merging Tickets is a Joke The Search is a joke Reading inboxes is impossible unless you download a third party chrome extension that color codes (Pray you use Chrome) Many things can happen to make customers see secret notes or even emails from other customers All these things "could" be avoided, but only in the same sense that a driver "could" go their wholes lives without getting in an accident... It's better to have the insurance Review Source Greg C. Systems Administrator Education Management Used the software for: 2+ years ### "Zendesk is the best ticketing system out there" March 27, 2018 5.0 Pros The customization that can be done with Zendesk is amazing. Being able to customize everything from the fields to the forms, to who can see what fields is perfect. Ever since we implemented zendesk we've been changing and building our forms, setting up the guide page with faq's really helps the user Cons Sometimes purchasing licenses can be a pain, but it is getting better. The other downside is you can't reuse a field name on a different form. Not a huge deal, but can get a bit annoying. Review Source Maria V. Analista Integral de Desarrollo de Aplicaciones y Servicio al Cliente Telecommunications Used the software for: 6-12 months ### "The best way of taking the control of incidents of your services" October 19, 2018 4.0 The tool has helped us to realize a study of the principal incidents in our service what helps us to be in constant improves. He is our principal ally for the development of the logistics of solution of incidents Pros The tool is of great help at the moment of taking the control of incidents or complaints of the service across tickets. These tickets allow you to take the control of the complaints that enter on some service offered, realized by the users. His characteristics of time of response, the accounting of the quantity of tickets that entered, with that they were those who were solved, does that the system is of indispensably to generate reports that they could help to the company to observe in that to improve. Cons The system in any functions is not automatic what needs that there is realized manually the completed one of some fields. Review Source VR Verified Reviewer Senior Project Manager Internet Used the software for: 2+ years ### "Zendesk a great ticking system" August 12, 2018 5.0 Zendesk has helped our company grow and innovate while we transitioned away from a start up company. Pros The ability to reassign tickets and write internal comments is a great feature to have. The Help Center integrates with our client's sites and the ticketing system. You can easily insert a help article in your response to your client's. We are currently implementing side chat, which I am excited to see how that can integrate with Salesforce as well. Cons It is a little pricey, but I do believe the value is there. Review Source Sanjeet U. Front End Developer Marketing and Advertising Used the software for: 6-12 months ### "Not made for software engineers" April 23, 2021 4.0 Pros The great thing about this software is being able to see the history of the tickets and being able to reference other tickets Cons The formatting of tickets is not up to par to other project management softwares used for software engineers. Review Source ET Emily T. CEO Real Estate Used the software for: 2+ years ### "Zendesk functionality wins in support" May 26, 2022 5.0 Overall, good experience. I have reviewed and used other products and Zendesk is the best. Pros I love macros, reporting, mobile functionality, and list views. I use the views to quickly review what open tickets there are and how they should be managed. Cons the email threads don't show a link to the ticket number in every message, so in gmail I have to do a lot of searching to get the ticket number. Review Source VR Verified Reviewer Customer Service Coordinator Events Services Used the software for: 6-12 months ### "Very efficient in responding email and easy to use" July 30, 2022 5.0 My overall experience using Zendesk for more than 6 months is very convenient and cost-effective, and the integration and automation are one of a kind. Pros What I like most about Zendesk is that it's easy to navigate and convenient to contact customers within the platform. Cons One thing that Zendesk should improve on is its automation. Review Source VR Verified Reviewer Director of Customer Care Retail Used the software for: 2+ years ### "Horrible, the worst of the worse." May 7, 2020 1.0 The overall experience has been horrible, If I could move away from them I would. Pros Nothing, this company is greedy, they don't care about your needs, you are a number to them, not a customer. Cons Everything is built off 10 plus-year-old tech, they failed to stay ahead of change and keep adding on new half baked ideas Review Source RA Ryan A. Customer Service Rep Biotechnology Used the software for: 2+ years ### "Best Ticketing System" August 8, 2021 5.0 Pros Very user-friendly and easy to track tickets by organization. Cons None really. They changed their reporting recently but gave us plenty of notice Review Source Angus M. Company Director Logistics and Supply Chain Used the software for: 6-12 months ### "Great Software To Manage Customer Relations And Queries" August 5, 2022 5.0 Zendesk made the task of communications with customers and solving their issues a breeze, if that's what you need to do, then I recommend them. Pros I like how Zendesk makes it so easy for customers to submit a ticket when they have an issue. Once they have submitted one, it's extremely easy for one of my staff to view and reply, they have made the process as simplified as it can be, it's great. Cons The only issue I had with the software was the price, which was why I moved away, but it it a great piece of software bar that. Review Source Andrei K. Data Analyst Government Administration Used the software for: 2+ years ### "Great SMB-oriented Helpdesk Platform" July 29, 2018 4.0 Pros A great day-today SMB-oriented helpdesk platform. The ticket management system is on-par with most other helpdesk platform if not better. Zendesk keeps heading the right direction with new features and fixes over-time. Social media help integration is very useful. Outstanding automatic workflows. Decent integration option for other tools and services to be included within a system. Cons My only complaint to Zendesk would be its relatively high pricing, especially for larger businesses. Review Source VR Verified Reviewer Customer Service Representative Telecommunications Used the software for: 2+ years ### "Customer Service made easy with Zendesk" June 30, 2022 5.0 Pros Easy to navigate which makes work easy and much more efficient. Cons Past conversations or thread are hard to find using search toggle. Review Source JS John S. Owner Publishing Used the software for: 6-12 months ### "powerful call center management tool" April 8, 2023 4.0 Overall I felt like Zendesk made my job easier when I was doing call center work. Pros Zendesk offers an excellent customer support platform with easy ticket management, robust automation, and seamless multi-channel support. Cons Zendesk is a bit expensive and while the product is worth it, this could be a bit too much for small businesses Review Source VR Verified Reviewer Head of Service Operations E-Learning Used the software for: 2+ years ### "Great support software for a large support team" December 9, 2022 4.0 Pros Ticketing management is very easy to setup and use. It's very customisable. Cons The help centre function could be more intuative. Reporting is pretty poor. Review Source VR Verified Reviewer Director Of Customer Success Computer Software Used the software for: 2+ years ### "The chat tool that beats all other chat tools" March 16, 2019 4.0 Pros The agent dashboard is amazing. Within seconds you can easily view all ongoing chats, chats in queue, and which agents are assigned. We enjoy the great UX that it provides to our customers with the onscreen pop-up in our product. The weekly automated reports is very insightful but not overwhelming. It's the right amount of data to understand the health of your chat support. Cons I don't have any complaints about Zendesk Chat. For our customers and what we use it for, it works for us. Review Source Leonardo M. CMO Legal Services Used the software for: 1-2 years ### "One of industry leaders" February 6, 2022 5.0 Pros It's easy to set up teams, customize it so it fits the organisation. Cons Sometimes we had issues with integration to other services (where competitors had integration and it was easier to transfer data back and forth). Review Source Joshua J. Customer Support Specialist Information Technology and Services Used the software for: 2+ years ### "Zendesk is popular, but unrightfully so" October 24, 2019 3.0 we use zendesk daily for our ticketing needs, but are moving off the platform due to the incomplete and terrible reporting, UI issues and death by a thousand cuts due to nickle and diming people for access Pros Lots of customization available within the platform management of tickets is easy attractive, modern UI Cons to say that the reporting is lackluster would be insufficent navigation inside the application is inefficent nickle and dime to death for any basic function not included in Zendesk Customer support for zendesk is abysmal Review Source SK Santosh K. Manager IT Education Management Used the software for: 2+ years ### "It's very nice tool for managing tickets and assigning the ticket to team" June 29, 2022 4.0 Pros It's good features have in Zendesk to manage our customers issue through Zendesk and resolve over the system. Cons Zendesk is little costing on reporting part, if we could get i low cost that will help us better ways. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Review Source VR Verified Reviewer Diseñador Marketing and Advertising Used the software for: Less than 6 months ### "Servicio al cliente de forma rápida y sencilla" April 26, 2023 4.0 Es una aplicación sólida de servicio al cliente con características útiles y herramientas de automatización que permite a empresas gestionar las interacciones con sus clientes. Pros Integra varios canales de comunicación, incluyendo correo electrónico, chat en vivo, redes sociales, teléfono y más. Permitiendo personalizar la plataforma, adaptando las herramientas a sus necesidades, simplificando tareas como la clasificación de problemas, asignación de tickets, entre otros. Cons La aplicación puede ser costosa para empresas pequeñas y medianas, incluso puede ser complejo el aprender a usar la aplicación. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Review Source VR Verified Reviewer Developer Computer Software Used the software for: 6-12 months ### "ZenDesk the goto in Customer Support Systems" June 18, 2023 4.0 Pros It’s easy to get a glance of open and or assigned support tickets to ensure you are helping the right people and dealing with tickets in correct priority order. Cons Some of the UI of the site can be overwhelming at first but does come easier to navigate with time. 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