# Page 37 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 37 - 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 37 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 901-925 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use ZAiN R. QA Information Technology and Services Used the software for: Less than 6 months ### "Established Ecosystem" February 20, 2023 5.0 Zendesk Suite allowed me to get my business up and running in a matter of days compared to "re-creating the wheel".I saved a ton of money by utilizing Zendesk Suite instead of developing from scratch. Pros Established Ecosystem with tons of integrations and numerous tools to easily automate your business processes.This is your one stop shop Cons Bit pricey, however the features are present. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[Slack](https://www.capterra.com/p/135003/Slack/) Review Source VR Verified Reviewer Business Development and Strategy Internet Used the software for: 1-2 years ### "Easy And Reliable For Customer Service" September 27, 2019 5.0 Without Zendesk I have no idea how I would be able to chat with up to 6 customers at once. Its recommendation system and customer history makes it so easier to solve the customer's problems in the most efficient way possible. Pros I used Zendesk for a year while I was working at SkipTheDishes. This software was the backbone of our company. Its automated recommended messages makes it incredibly easy for agents to communicate with customers in a faster and reliable manner. Cons Overall I don't have too many complaints. In the future if would be really good if they can also ramp their their natural language processing capabilities to help agents make decisions even faster Review Source Lucas M. Customer Success & Sales Sports Used the software for: 1-2 years ### "Great big and super efficient software for support" January 10, 2018 5.0 Pros I love the ease of use. You can organise views, set automated triggers, create macros for a saved reply and handle emails efficiently. And afterwards you can check statistics to see how you're doing. This software is so extensive and works so fluidly, that I can't go without it. We use tags to organise types of emails and assign certain questions to each other. It's so easy to prioritise awesome! Cons There's really not much to complain about, but the only thing is that if someone would send a reply and put text in an older email, zendesk won't pick that up (it says this by stating 'type your response here...'). Review Source ME Moses E. Managing Director Leisure, Travel & Tourism Used the software for: 1-2 years ### "An excellent solution for customer support requirements. " December 14, 2022 4.0 For the past two years, Zendesk Suite has helped us set up a high quality customer support department which is effective. Pros We use Zendesk Suite to build a quality support department that replies to queries of customers on time. We integrate this software with slack and the integration is excellent especially when we get notifications every time events on tickets happen. Cons The mobile application interface has limited features and is difficult to navigate through. I wish this was improved. Review Source VR Verified Reviewer Purchasing Manager Facilities Services Used the software for: 1-2 years ### "Not an easy to use solution" May 30, 2021 3.0 Not a fab, I think there are better precuts out there Pros I like the fact that you can track emails, know where they are in the pipeline. Seeing who had touched an email cuts down on multiple responses. Cons Cumbersome to use, not really very user friendly. You have to watch both your regular email and this ticket system. Can get very confusing. Review Source Javier D. Customer Success Manager Telecommunications Used the software for: 1-2 years ### "Platform that improves customer relationship." October 4, 2019 5.0 The experience with Zendesk is very good, it has helped me to better organize the incidents, give them priority and also be able to obtain very good statistics to analyze the work of the team. Pros Zendesk is a solution in the cloud that allows a rapid deployment, significantly improving the relationship with the client. It allows us to provide customers with different service channels for claims of problems they are having and we have a platform to follow up on these cases. Cons From my perspective, this platform has no counter. If the graphs and statistics that it brings by default are not pleasant, an integration with Qlik Sense can be done to improve them. Review Source Tsahi T. Co-Founder and COO Used the software for: 2+ years ### "Zendesk is an amazing customer management system that integrates almost with every other platform!" July 17, 2018 5.0 Amazing and price effective customer support platform Pros Easy to use and easy to master. Have many addons that makes the user work process very easy. Addons are easy to add. Can connect to many platforms and get information that assist in client support (such as Google Play reviews, and user device and app versions if the business is about mobile apps support) Cons Support team takes a few days before responding which may be very annoying for a customer support platform. Review Source VR Verified Reviewer Adjunct English Instructor Higher Education Used the software for: 1-2 years ### "Zendesk Works!" January 15, 2019 4.0 Saving time while interacting with the email system and our users is important. I believe Zendesk has a lot of options to make tasks easier through the add-on capabilities. It is a great tool for companies who have tons of customer service questions and need to be able to sort them by subject. Pros Zendesk has an add-on function for apps in context of tracking, hyperlinks (easy/quick accessing), as well as action tools which means you don't have to leave Zendesk to perform basic inquiry actions! Cons If you have it open too long, refreshing is often used otherwise the quick action/add ons can freeze up. Also, using Zoom and Zendesk together provide for really slow Zendesk loading. Review Source VR Verified Reviewer Project Manager Computer Software Used the software for: 2+ years ### "Basic ticket system and not user friendly" May 7, 2018 3.0 Pros It is a very basic help desk, ticketing system. It does allow assignment of users to tickets and keeps track of updates. Cons It has very limited search capability. No sorting once you have tickets pulled up. An upgrade about a year ago removed the date/time stamp that was specific. Now it is "a month ago" instead of date and time stamp. When you are using it for help desk tickets the exact date and time is critical. I would not recommend this system. Review Source GP Gabriela P. Asesor Public Relations and Communications Used the software for: 1-2 years ### "Herramienta Util" May 5, 2023 5.0 Muy buena sacándole provecho Pros Funcional, descriptivo y util para ver métricas Cons Que hay que pagar por ella y sin capacitación cuesta entenderla Review Source MM Mark M. Sales Internet Used the software for: 2+ years ### "Great way to support or customers" October 13, 2021 5.0 It has been great. We have been using zendesk for 7 years now. Pros It is a very easy system to learn and their macros are great to help answer questions quickly. Cons The only issue is sometimes our customers are confused by how the email looks that they get and they think they need to log in. Review Source Namandeep B. CTO Financial Services Used the software for: 2+ years ### "One stop solution for all customer support related requirements." July 8, 2022 4.0 Pros There are many many features, its upto you till what level you want to use it. Also, mobile dashboard for agents provides very good flexibility. Cons Pricing is bit higher of small companies; however free lifetime trail available (ofcourse with limit of max 1 agent) Review Source VR Verified Reviewer Director of Operations Sports Used the software for: 2+ years ### "Great for small businesses" September 29, 2020 5.0 It has been great and a real game changer for our company. Pros We use support and chat. Great and easy way to handle customer support and keep everything in one location. Cons On zendesk support, it would help if people were notified they were sending in a ticket after business hoirs. Review Source VR Verified Reviewer User Operations Lead Financial Services Used the software for: 1-2 years ### "CRM done right" May 16, 2019 4.0 I have worked with Zendesk in multiple orgs, and everyone uses it in different ways. The tools are flexible and you can add/remove services easily. Adding functions on involves very little wait time. For example I can add chat onto my bundle and its up and running within an hour. Overall I would say Zendesk is the market leader for the product they offer, but should look to simplify the reporting/good-data process if possible. Options to export infographics would be a nice touch as well. Pros \-Easy to use as an end user - Strong admin functionality -Easy bolt ons - Quick setup - Good customer support - 99.9% up time. Cons \- Gooddata add ons are over complicated, reporting is not as strong as some competitors - Costly Review Source KH Kirk H. Software Developer Information Technology and Services Used the software for: 2+ years ### "Overall a great product for Ticketing" December 28, 2022 5.0 I think it's a great product. Pros Zendesk seemed to do quite well from both the management side as well as the customer side. Cons Tickets being incorrectly labelled as Spam was a significant problem and often live tickets would sit there unanswered for periods of time. Review Source NA Nikolaos A. After Sales Support Tier 1 Manager Maritime Used the software for: 1-2 years ### "Amazing tool for any customer support team" March 3, 2020 5.0 Overall, my 2 year experience using Zendesk was incredibly positive! I enjoyed both using it and configuring it and would easily recommend it to others. Plus, I think their support team did a great job, whenever we had a question we always got effective and timely replies. Pros I've used many ticket services in my 10+ years of experience with customer support and Zendesk is easily one of my top two choices. Incredibly easy to figure out and use! Cons To me the appeal of this product was its simplicity, compared to other products like Salesforce. However, if your team has complex needs then this might not be the tool for you as there is a limit to what you can do with it. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Review Source Diego C. Real estate agent Real Estate Used the software for: Less than 6 months ### "Customer Experience in Real Estate with Zendesk Suite" January 23, 2024 4.0 By testing we determined that customers find the company more serious, it seems that the interface formalizes the processes in view of the customer. We found the software a little difficult to handle as we had not used it before. Pros The best part is its multi-channel support that allows the client to communicate in the way he/she feels most comfortable, it also allows to create a knowledge base that includes information related to the properties or other details. Cons The price is a determining factor in its use, added to its complexity, it is costly for emerging and medium-sized companies that do not want to assume more expenses. In addition to being in the cloud, it is totally dependent on internet connectivity. Review Source Lissa H. Photographer Photography Used the software for: Less than 6 months ### "Great functionality but poor customer service" July 14, 2022 4.0 If you are a large company, then this is probably the ticketing software for you. I would make sure I had them agree to some kind of SLA with you on any issues or questions you have before signing on the dotted line for this software because otherwise you will have a lot of frustration. The integration and adaptability of the software is awesome. Pros The software was easy to implement. It integrates with every software we needed. The integration is pretty impressive. The functionality is awesome because there are just so many features you can setup and make it customized perfectly for your company. I think this software is perfect for the larger businesses that need a lot of options and customizations. Cons The customer support was very bad. It was very surprising considering on how good the software is. Getting help with some of the customizations or even just getting answers to some general questions was pretty bad. I got the run around and I had the impression that I wasn’t a large enough company to merit time with their customer support. Review Source JP Jefferson P. Diretor Telecommunications Used the software for: 2+ years ### "a melhor pexperiencia do mundo" April 28, 2023 5.0 Pros facil usar bom impacto, tendo melhor agilidade Cons de alguma forma, sempreprecisamos mudar para evoluir Reason for choosing Zendesk Suite Melhor preço e trabalho na perfomance Review Source Francisco Manuel M. Owner Information Technology and Services Used the software for: 2+ years ### "Zero support even on his website!" October 13, 2020 3.0 We never had support on issues, lost clients, lost statistics, etc. But when payment is due, then they sent many emails. When we say we did not renew because the lack of support, they (very late) answer was non polite. Bad experience. Pros First chat software we have. Basic features, statistics (non downloadable). but function well until... Cons .. We need support. It was unreachable!!! Mails, calls, etc. and never get support. Even their chat on website is managed by a bot!!! Reason for choosing Zendesk Suite Already change to Jivochat Review Source JEQ Juan Esteban Q. Customer Service Representative Information Services Used the software for: 6-12 months ### "Zendesk para la atención de Emails" January 23, 2024 5.0 Ha sido una experiencia muy agradable, una herramienta muy sencilla de usar, fácil de implementar y práctica. Pros Es muy práctico, contiene la información necesaria para resolver las inquietudes de los usuarios. Cons Que no tiene un tipo de filtrado que de tickets por nombre de caso. Review Source AM Alexander M. Support Engineer Computer Software Used the software for: 6-12 months ### "Busy UI, Lacking Knowledge Base Integration" November 23, 2021 2.0 For a very basic CRM it's fine, but get to an organization with any real scale, and I think Salesforce Service Cloud is a much more compelling option. There seems to be little to no capability in Zendesk to really build custom applications + flows to support business processes. So you end up trying to fit a round peg in a square hole. Pros \- I think what they try for is simplicity, but I don't think it succeeds very well. - UI is relatively reactive and speedy. Cons \- Overly busy user interface. - Lack of customization for views. - Poor integration with knowledge base - Interface for viewing parent accounts + child accounts of those accounts just doesn't make sense, it isn't intuitive. Review Source VR Verified Reviewer Director Marketing and Advertising Used the software for: 2+ years ### "Ticketing tool for your service" July 1, 2022 4.0 Pros We use Zendesk daily in our technical support. Brand options, dividing agents into groups, internal notes or connecting other agents to each other are useful. Cons I can't think of anything fundamental. The price may increase depending on the number of agents. Review Source Victor V. Analista de TI Information Technology and Services Used the software for: 1-2 years ### "Avaliação Zendesk Suite" March 30, 2023 5.0 Pros O produto retorna praticidade e controle às demandas de Help Desk Cons Melhoria na integração dos tickets com demais ferramentas corporativas, como e-mail e chats, para acompanhamento Review Source AA Amy A. Customer Service Consumer Services Used the software for: 1-2 years ### "CS user" July 26, 2022 4.0 Pros Everything is easy to find and organized nicely. Cons I dont have any complaints about this software. 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