# Page 38 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 38 - 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 38 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 926-950 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer R&D Support Information Technology and Services Used the software for: 6-12 months ### "One of the best ticketing tool in the market" November 4, 2020 5.0 One of the of the best Pros It's one of the best ticketing tool in the market because it's issue tracking in a systematic way helps solve the problems faster Also can view how many of them are viewing our ticket so we need not approach them unnecessarily Cons There are no cons till now. The application is performing as expected Switched from [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) It doesn't have the features of what Zendesk has Review Source VR Verified Reviewer Analista de Qualidade Financial Services Used the software for: 2+ years ### "Suporte ao cliente" March 10, 2022 5.0 Pros O Zendesk é excelente para gerenciar o contato dos clientes de maneira assertiva e automatizada. Possui recursos variados e um suporte presente para solucionar possíveis dúvidas. Cons O Zendesk possui muitas funções e por vezes elas não estão tão claras no layout, portanto, não é muito intuitivo. Review Source VR Verified Reviewer Executive Assistant to the CEO Used the software for: 2+ years ### "Zendesk - Customer service at it's finest" November 7, 2017 5.0 An effective way to solve tickets and problems for both internal and external clients. Pros I love a ticketing system - and the cost of Zendesk is just right! The functions are endless, even for the basic subscription. Cons Setting it up can be a little tricky if you are not analytical or have some tech background, but once it's set up, it runs smoothly. Also, I don't like that only the owner can change the subscription, it would be nice if admins had that ability too. Review Source BS Bianca S. Administrativo Facilities Services Used the software for: 1-2 years ### "Muito bom" February 15, 2023 5.0 I use it daily in the company, I can have more organization and control with phone calls Pros A very good app, which helped me a lot to control calls, records and does not crash Cons I have nothing to complain about Meets all my expectations Review Source TD Töffel D. Gastronomin Hospitality Used the software for: Less than 6 months ### "Sehr zufrieden wir nutzen das schon seit ein paar Monaten" October 31, 2022 5.0 Wir sind vollkommen zufrieden und würden die Software weiterempfehlen Pros Dass man viele Möglichkeiten hat sich besser zu informieren um die Software besser zu verstehen Cons So viele Möglichkeiten können zur Orientierungslosigkeit führen Review Source BB Brian B. Developer Computer Software Used the software for: 6-12 months ### "A customer support software for businesses" May 1, 2023 3.0 Pros Zendesk suite had a variety of features chich include managing of support tickets, customer base management, and supports live chat. Its also pretty simple to use. Cons At times it just be comes slow to respond which is so frustrating. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Review Source VR Verified Reviewer Operations Manager Telecommunications Used the software for: Less than 6 months ### "Advanced Project Management and Customer Support" December 7, 2022 5.0 I really liked this tool because it feels premium. Also the options on how to setup a system to engage customers is superb. Pros Project Management software and customer support tool Cons i actually like Zendesk quite a lot so nothing bad worth noting Review Source Ebrahim F. Software Developer Computer Software Used the software for: 1-2 years ### "Brilliant Helpdesk Management" February 1, 2019 4.0 My overall experience with Zendesk was really good. It is a tool that I used daily and other than connectivity to it, it performs really well and is an absolute must-have in any support-based environment. Pros Zendesk is perfect for help-desk related tasks, no matter the company size. It is quick and easy to set up and most users I have encountered found it extremely easy to use. It is available everywhere you go, from you desktop computer, to your Apple device or Android. Another cool feature is the ability to add Knowledge Base data. When you find a solution to a complicated problem, you can simply add your solution to the Knowledge Base, making it easy for the next person to review your fix, which can save hours in troubleshooting time. Cons Occasionally, I have found Zendesk a bit slow. This is primarily due to internet connectivity being an issue in the country in general. I do however feel that even under poor internet connectivity conditions, Zendesk could perform a little better, as most of the data is text-based. Review Source Lois O. Co-Founder Marketing and Advertising Used the software for: 6-12 months ### "I like this software." May 28, 2021 4.0 Overall I believe Zendesk was instrumental in providing fast and high level of email-based customer service. Pros It was easy to learn, simple to use, and served its purpose. As a tool in customer service, it was very valuable. I like the straightforward layout with the preview and the 'assigned to'. Cons At the time when I was using it, there was no integration with our other channels of communication with customers so we would have to make separate searches to see an overall view of conversations with the customer. Review Source VD Vinoth D. Quality Analyst Information Technology and Services Used the software for: 1-2 years ### "Excellent Ticketing System" March 1, 2023 5.0 Pros Helps me lot to rise the IT service tickets and get it solved easily.I can able to follow till the end smoothly. Cons Automatic Reopening ticket, if not solved is lagging. Review Source Coty T. CEO Consumer Electronics Used the software for: 1-2 years ### "Excellent option to manage your customer support desk!" July 23, 2019 4.0 Overall, it has been a great experience using ZenDesk. We previously used a generic email or inquires, but this has made the process so much better and easier to manage Pros Zendesk has made it easy to implement this into our website to host all of our customer support inquiries and issues. It's simply designed, easy to navigate, and makes it quick and easy to manage tickets, respond to said tickets, and manage past tickets. Cons Customer service was not the greatest and setup was frustrating at times. With a little time, the setup can be completed on your own. Having friendly customer service to help along the way is important to me. Review Source VC Vincent C. Technical Level Designer Computer Software Used the software for: 6-12 months ### "Great software for an IT department to track users issue and solve them" August 30, 2022 3.0 ZenDesk help our organisation to solve any issues related to hardware problems. It is the go-to place for every employee when they have an issue using a software or with their computer. Having everything centralized into one single software is a must have when you have a big organisation. Pros Zendesk is an easy to use tool where you can track all the issues submitted in your oganization quickly. It centralize everything into one single tool and help the IT department as well as the users. Cons ZenDesk might gets complicated quickly on the administrator side as it is a very powerful and customizable tool. Therefore it is necessary to follow some documentation and/or tutorial before starting using it and to make sure you use it at its full potential. Review Source Rocio C. Custommer Support Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "The CRM we needed" August 31, 2022 5.0 Pros What I like the most is the amount of time it allows to optimize in solving customer problems. live chat is the best. Cons The price is high if the use you are going to give to the tool is basic, it is recommended for companies with a certain growth. Review Source VR Verified Reviewer Tech Lead, Strategic Alliances and Business Development Computer Software Used the software for: 1-2 years ### "good tool for small companies starting out " August 21, 2018 4.0 Overall nice product for managing support incidents. Would like to see better integration with SFDC. Pros Clean UI, search works relatively well. Easy to distinguish between external and internal posts. SSO fairly simple to setup and configure. Integrates well with tools such as JIRA. Cons The UI is tab based which can get quite busy with the number of open tabs. Occasionally had issues where customer submitted tickets but did not get the correct ID pulled in through SFDC, which resulted in their name being incorrect. This caused confusion since we didn't know that the customer was in fact submitting ticket requests. Review Source Eulogia B. Ecommerce administrator Consumer Services Used the software for: 6-12 months ### "Champions of customer service" December 31, 2022 5.0 Very useful software, customer experiences are powerful and innovative as it helps to connect successfully. It's everything you need in one package. I recommend it 100% Pros Zendesk offers a package with multiple benefits such as email, phone, social networks, customer support chat, built-in phone support, a Tabbed interface to view multiple tickets at once and a very important application is the creation of a help center with documentation and a self-service portal for customers and finally, this platform is suitable for all types of companies: large, medium, small as it is quite easy to use Cons On very few occasions there are difficulties with loading and sending data Review Source KW Karen W. Senior Consultant Used the software for: 1-2 years ### "This product is a huge help in helping us provide excellent support. " April 25, 2018 5.0 Pros I love that there is an app, so I can keep up with my support duties even when on the go. I like being able to report on tickets based on the client to see who needs the most support. This helps us know how we might improve our training. Being able to set our own Types is very helpful. Generic types just wouldn't do us much good. You can create macros for those tickets that can be answered with a standard email. Also, we have it set to respond to the client after a certain number of days if the ticket is pending. That prompts the client to reply and keeps us from having to wade through pending tickets manually and email the client. There is a lot more than I can learn about using the product which is also a plus! I have never used the help feature myself, so I cannot really rate that. My coworker has been pleased, though. Cons I wish I could set a reminder for tickets that I have claimed, but for which I need to do some more research in order to answer. I'm going to investigate and see if that option already exists and I just haven't found it. I can look trough my tickets but I would really like to set a date/time reminder inside ZenDesk. Review Source Wes S. Director of Customer Support Information Technology and Services Used the software for: 2+ years ### "Absolutely One Of The Finest Softwares I Have Used" October 8, 2019 5.0 We grew our system from a 5 users system to approximately 75 users on an Enterprise platform. We did that under my watch. It was a superb force-multiplier. Pros Incredibly power / incredibly customizable. Support knows what they are doing and you usually do not have to contact them because the system just works. Cons At the time I was using the software, Zendesk was using GoodData as their report writing software. I'm not sure I have ever used a more confusing piece of software. Review Source RB Rajesh B. CEO & Cofounder Information Technology and Services Used the software for: 2+ years ### "Zendesk : Simple, easy to setup and get going from day 1 " June 23, 2022 4.0 Very good, easy to use even for small businesses Pros Reliability and integration options with other tools Cons The mobile app interface and managing tickets can be better, compared to desktop application Reason for choosing Zendesk Suite We had used earlier, familiarity Review Source Richard B. Onboarding Partner Manager Computer Software Used the software for: 1-2 years ### "A few shortcomings" June 17, 2022 4.0 This has worked pretty well for both support and our help center. There are shortcomings when it comes to communication through the widget, and they got rid of the proactive outreach tool, and these may lead us to choose another solution down the road. Pros I like the ease of creating a widget for my website that connects me directly to the customer. Cons I don't like the inability to push messages through the help widget. Review Source Amy S. Owner & CEO Used the software for: 6-12 months ### "Answering my customer's question quickly is a major factor to my repeated business." November 17, 2017 5.0 I can easily view and track my customer service inquiries quickly and efficiently. Sometimes I feel I need to spend a weekend to learn all that Zendesk can do for my organization. There are so many tool and resources, I cannot learn what they all can do while running my business at the sametime. Pros I have used Zendesk to easily view, track and respond to my customer questions and concerns. Email has been getting so cluttered that we needed an online solution to easily view and manage my customer questions. Like I enjoyed most was that I can easily view and respond to a customer inquiry. I can also track who handled the customer question and how many days have gone by since the customer inquiry was submitted, responded to and closed. I can also filter and see any "unsolved" customer inquiries quickly. Review Source Carla D. Gerente de sucursal Pharmaceuticals Used the software for: 2+ years ### "Best customer support app" November 9, 2019 5.0 This app has helped the company to be more efficient in the way we provide customer service, from creating manuals to providing real-time support. Pros It is one of the best cloud-based customer support tools. Includes knowledge base, ticket system and chat function. User-friendly for both sides, customer service agents and customers themselves. Cons The only problem I have seen is that you cannot modify or edit the source code, in other words it is not an Open Source app. Review Source VR Verified Reviewer Senior Customer Success Manager Computer Software Used the software for: 2+ years ### "Excellent tool for Customer Support! " August 26, 2019 5.0 Overall, a great tool to help with customer issue support and escalation! Pros Zendesk is a super intuitive and easy to use software that does the job intended. Our technical support team uses it all day, and some members of our Customer Success team use it to review high-priority cases. Cons We host our Help Center with Zendesk and have faced design restraints. It would be great if the article editor and webpage tools would allow for greater flexibility. Review Source TW Tracy W. Controller, Property Management Real Estate Used the software for: 6-12 months ### "Zendesk " December 12, 2022 5.0 Like it, prefer it over emails from the users with their issues. Allows our whole team to see what is pending and ensure more then one of us is not working on the same issue. Pros All of the support tickets/requests located in one place. Cons Sometimes it is time consuming to find previous tickets if you don't have the ticket #. This could just be user error and needing more time in the software. Review Source Pratima P. Development Strategies and Operations Used the software for: 2+ years ### "Zendesk is a great way to answer customer questions in a timely manner" May 4, 2018 5.0 Pros Zendesk is great to use for instant chats and to answer customer questions quickly. I enjoyed the customer service Zendesk provided. Their support staff was always friendly and willing to help. Cons I did not enjoy having to customize reports to pull specific information for each agent. I can say that everything else with Zendesk was great, we just weren't able to customize the reports as easily as we would've like to be able to. Review Source Aleksandra C. Customer Success Marketing and Advertising Used the software for: 1-2 years ### "Great client support platform" December 20, 2022 5.0 Overall, a well developped product. Pros The variety of features and that we were able to customize them based on our team's needs. Cons It takes a few rounds to get used to it. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.