# Page 39 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 39 - 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 39 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 951-975 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer SVP Used the software for: 2+ years ### "My favorite trouble ticketing software." July 3, 2018 5.0 Pros The software as a service is very easy to use. It supports the ability to raise tickets in a number of ways including email. Integration is simple using REST APIs and various authentication methods. Pricing is attractive with licenses only required for agents. Cons It is easy to adapt and make the software fit onto your web site using CSS. However, in the past I've had new versions break the CSS overides that I had done. Review Source VR Verified Reviewer Senior News Assistant, Reader Center Newspapers Used the software for: 6-12 months ### "Making customer service more efficient" July 21, 2019 5.0 It's hard to imagine going back to our pre-Zendesk process. This has made customer service as quick and efficient as possible. Pros I respond to many customer inquiries and complaints using Zendesk. It has streamlined the customer service process so much and made it far more efficient thanks to ticket tracking and customization options. It's user-friendly and also gives customers more control, sending confirmations when we've received their messages, allowing them to follow up and giving them the option to choose whether they're satisfied with our service. Cons This isn't really a con, but there are so many features that it can be difficult to learn them all and figure out which would most benefit our workflow. I could still use more training on that front. Review Source AR Allyson R. customer services rep Consumer Services Used the software for: 2+ years ### "Easy and pretty simple to use." October 31, 2023 4.0 Pros I like Zendesk because it is user friendly, and pretty easy to follow. I would recommend this to friend or colleague. Cons Sometimes the system will crash, but it isnt often. Review Source EC Erin C. Marketing Consultant Marketing and Advertising Used the software for: 6-12 months ### "Pretty Good CSR Tool" March 23, 2021 4.0 I use Zendesk when I seasonally work as a CSR for an online company during their periodic launches. I don't have to re-learn it each time, which is nice. I like the ease of finding past tickets. Not a fan of the chat feature. Pros I like the organization of tickets. It's pretty easy to find a specific one using different criteria. The email reply system is quite good and I like that we can write, store, and use pre-written responses for common questions and concerns. Cons I do not care much for the Chat function. I felt that it was easy to make mistakes and it was super difficult to find and post pre-written responses for common questions and concerns. When you're on chat with a customer, they want really rapid replies and some of the functionality was just not good enough to supply quick responses. I found myself going back to the Zendesk emails to find pre-written responses for common questions and concerns, copying them from there, and going back to chat to post it into a reply. This was faster than trying to do it all from within chat. Review Source VR Verified Reviewer Client Success Analyst Telecommunications Used the software for: 6-12 months ### "Great tool for customer service management" April 14, 2022 5.0 Great program overall, clean looking, and very responsive. Pros Great way to answer tickets quickly and broadly. You have lots of viewpoints and perspectives to see which clients need assistance first and which items have been left on hold for extended periods of time. Cons I wish there were more than just email responses I can give to the client. An interactive manner for surveys or multiple choice questions to provide to the client in a survey format would be beneficial. Review Source aT adriana T. Coordenadora de suporte Information Technology and Services Used the software for: 1-2 years ### "Zendesk" May 31, 2023 5.0 é leve, intiuitivo e limpo, de fácil utilização e customizavel. Pros é prático e intuitivo, sistema leve e com informações bem organizadas Cons Gostaria de ter acesso à relatórios e resumos de chamados para termos métricas Review Source Mariah S. IHD Entertainment Used the software for: 1-2 years ### "Amazing platform " August 31, 2022 5.0 Pros Zendesk is so easy and user friendly. The ticket tracking and escalation is so easy to use. Cons There’s nothing I don’t like about the platform. Review Source VP Vincent P. Responsable commercial International Affairs Used the software for: 2+ years ### "Un logiciel complet et simple une fois bien paramétré " February 13, 2023 4.0 Pros L'outil est fluide et efficace a condition que chacun soit bien formé à la nécessité de la saisie de données. Cons Le logiciel est assez lourd a paramétrer au départ et demande une réel expertise technique. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite Plus fiable au niveau du support technique Review Source VR Verified Reviewer Trainer Education Management Used the software for: 1-2 years ### "Very good to mane support " January 4, 2024 5.0 Overall, very good experience and the quality fit for the prices. Pros \* Manage support for the clients. \* Ticket arrivals \* Handling time \* Phone support \* Chat support Cons \* Sometimes delay in sending notifications. \* The price plan Review Source Nithin R. Operations Manager Financial Services Used the software for: 6-12 months ### "Best CRM for a startup" August 22, 2022 5.0 Pros The overall ease of use and trainability is the best we liked about Zendesk. Though they are under a premium category, startups can explore them as an option Cons The overall setup and migration is not yet supported by Zendesk. Though there is support provided, it becomes tideous during the overall setup Review Source JL James L. Tech Telecommunications Used the software for: 2+ years ### "Zendesk " January 22, 2020 5.0 I can live chat with a potential client and propose the product or option and make frequent sales. I receive notifications in real time and respond without having to stare at my PC screen. Pros Zendesk has solved so many issues in one program. Pricing is good and a fair price. I can live chat with multiple clients at the same time or one on one. I can transfer files to my clients PC without any issues and it makes my clients feel safe. Cons I don't have anything that i would consider bad about this software in fact it's genius! Switched from [AnyDesk](https://www.capterra.com/p/149595/AnyDesk/) Zendesk is feature rich compared to other software products that claim to have better features and ir pricing. Review Source Alessandro T. IT Support Specialist Information Technology and Services Used the software for: 1-2 years ### "Yes to Zendesk!" July 4, 2019 5.0 Zendesk helped in providing excellent tech support to our clients. Pros Zendesk is a splendid ticketing system, it is easy to use and configure. There are several things i like about Zendesk; we can assign tickets to support engineers and follow all the troubleshooting process from end to end. The interface is intuitive, we can view the status of multiple tickets at the same time. The best thing about Zendesk is that it is very stable and we have never encountered any crashes. Cons We can only use the preconfigured statuses, we should be able to customize them according to our needs. Review Source KF Kenya F. Human Capital Manager Human Resources Used the software for: 2+ years ### "Zendesk Feedback " August 12, 2022 5.0 I have an awesome experience with Zendesk. It is very user friendly. Pros I like that Zendesk is customer focused. It provides an ease of communication to the customer. Cons I would like Zendesk to offer tutorials in the Help library. The tutorials should be on the software upgrades. Review Source VR Verified Reviewer Human Resource Specialist Restaurants Used the software for: 6-12 months ### "Review for Zendesk" August 13, 2022 3.0 Pros Helpdesk management since it's the core feature of this software. It has to be improved and developed. Cons Ticketing system, I don't how slow the feedback from this feature. Users want to get the resolution as soon as possible. Review Source TK Terri K. Senior Project Manager Translation and Localization Used the software for: 1-2 years ### "Professional Client Support" July 12, 2022 5.0 Pros Our Services team and Client Success teams both use Zendesk in slightly different ways that are equally effective. Services team uses it for status updates to the client on in-progress work and documenting quotes & approvals. Client Success uses it for issue tracking, bugs, and updates on releases. Both teams love having customized SLAs for reply clocks and customized signatures for information sharing. We also use automatic replies and the ticket status options so that our teams are on the same page about where tickets are at. Cons Not the most intuitive to set up different filters and "views" -- once they're set up, it's fairly easy to manage. Not super easy to update either. Review Source JJ Jennifer J. BI Developer Hospital & Health Care Used the software for: 2+ years ### "Zendesk" October 13, 2021 5.0 Pros I've been using Zendesk for over four years, for the first two years we used it as an IT helpdesk, we were able to assign tickets to colleagues, categorize with type, and prioritize with SLAs. We now use this platform in collaboration with another company but from a customer's perspective. I find it easy to raise tickets, as well as looking at any pending/open tickets I have. I also like the fact I can search by the organization and see other tickets my colleagues have raised. Cons I think there could be further ways to filter tickets to make it easier to search/filter and report on. I also wish you could paste images into the text box, rather than just having to upload a file. Review Source Timothy C. Online sales Retail Used the software for: 6-12 months ### "Zendesk for the Self-Employed!" August 26, 2022 4.0 It has been great & they help me to stay ahead of the curve. Pros Allows me the ability to manage my otherwise unmanageable workload. Cons Customer service callback time, seemed to lag except when it came to it help. Review Source MD Marsha D. Marketing Consultant Broadcast Media Used the software for: 2+ years ### "Total Sales Tracker" July 28, 2022 4.0 If you use all the features it will totally track everything you have done and what you need to do on all your accounts. Pros Tracks calls and you can write in all your notes and keep tracks of revenue. Cons Moving the deal in your pipeline sometimes I forget to do that. Also, when logging calls on your phone (I have it installed on my cell phone too) it doesn't give you enough time to type your notes. Review Source Rebecca C. Marketing Coordinator Computer Software Used the software for: 6-12 months ### "Robust Customer Service Platform" December 28, 2019 5.0 Since we started using Zendesk, it's been easier to keep track of and report on all the types of tickets that we receive. This helps us improve our product based on the data and feedback! Pros Once you have this program hooked up onto your selected email, it's easy to assign tickets and make sure none are missed. I like that you can create canned responses to save time and create standard responses across the team. I also like that once you've assigned the ticket to someone, they will automatically receive the response in their own inbox to make the user experience even better! Cons There is an extremely steep learning curve for this program. Thankfully, there are lots of tutorial out there! In addition, the reporting feature isn't as robust as we had hoped. Review Source VR Verified Reviewer System Associate Information Technology and Services Used the software for: 6-12 months ### "Zendesk Suite - Review " September 12, 2023 5.0 Overall experience using Zendesk suite is positive as it's integration , customizable solutions, powerful reporting capabilities are very helpful to streamlined customer support process Pros I liked most about Zendesk suite is its integration ability from ticketing, live chat and customer self-service options, Zendesk suite offers efficient customer support.Secondly it's powerful reporting and analytics capabilities which provides in depth response times, performance trends and customer satisfaction ratings helps us to deliver better customer service by receiving valuable insights. Cons Zendesk suite offers a chabot functionality but with a basic functions compared to some other standalone chatbots Review Source VR Verified Reviewer Technical Head Information Technology and Services Used the software for: 1-2 years ### "Zendesk is the only thing that comes to mind when I hear Customer Support" June 23, 2022 5.0 Pros The overall integration with most of the well known 3rd party apps and services. The Zendesk chat (earlier Zopim) has been the best friend of our support team since the last 5 years now. Cons Probably the pricing when you plan on using some advanced features or when your support users count increases. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Review Source VR Verified Reviewer Director of Global Product Support Computer Software Used the software for: 2+ years ### "Great work but missing very basics stuff" January 21, 2019 4.0 Pros Great versatile and agile product. Love the focus of Support and it makes so easy to onboard new agents in my growing team (started 2 agents 2yrs ago, now we're more than 20). Cons Missing VERY basic functionality. This is very weird though, spending time on complex features but missing the very basics just like "CC ticket" isn't handled very good. Ticket mentions as well, can't create business logic around it. Review Source SV Sharon V. Digital Marketing Specialist Photography Used the software for: 6-12 months ### "Perfect ticketing system and chat box" December 5, 2019 5.0 The ticketing system and chat have been a great addition to our website. It allowed us to provide our clients with another way to communicate with customer service when they have questions. It was very easy to install on our website and it is very easy for new employees to understand the software, so training is minimal. Pros The ticketing system to help customers is easy to use for employees managing it and also for customers, UX is well taught. It also offers services the complement their main product like their chat box which is very useful to answer quick questions for current and potential customers. Cons It was a little confusing at first how the ticketing system is separate from the chatbox, it makes sense that they're separate but just trying to figure out how to access the chat from the main panel was a little confusing when I first used it. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite Zendesk UX was a lot better and allowing one person to open multiple chats was an important functionality for us. Review Source Damir D. Community Internet Used the software for: 2+ years ### "Zendesk is the one-stop for customer service and support software, comprehensive features" February 28, 2018 5.0 One stop shop Pros The interface is clean, cohesive and easy to use. Zendesk offers comprehensive features and customization and offers all the features you need to run a customer service department of any size. Chat and in-app help are great features. Cons The pricing model is not transparent, the standard included features are OK, but you'll want to upgrade at least a couple of modules. iOS apps are dated Review Source VR Verified Reviewer Telecommunications Engineer Used the software for: 2+ years ### "simple in a good way" June 13, 2018 4.0 Pros Super clean interface without a ton of clutter. For what we use it for, it's easy create and update tickets for requests that come through from support. Cons This is nitpicking, but since everything gets stacked up by most recent, it would be great if there were a feature to "pin" certain notes/comments that are important or relevant. An example would be if an action needed to be handled on a certain date Review Source Talk to a Capterra advisor for free and get results within 15 minutes.