# Page 42 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 42 - 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 42 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1026-1050 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Systems Development and Operations Religious Institutions Used the software for: 1-2 years ### "Delivering support at above industry standard, made easier and fun." June 21, 2018 5.0 Pros Very customisable and allows for differing configuration according to different organisational needs - especially with product add-ons where features aren't forced on as part of the complete solution, resulting in a reasonable price point. We love the Answer Bot which allows for us to free up support manpower to focus on other tasks and projects. Cons The customisability of this product would mean a steeper learning curve for some, especially to get to optimal configuration. Also, triggers sometime may not work as expected. Review Source AG Ashish G. Sr Manager -Customer Success Sports Used the software for: 1-2 years ### "Worth the service and product" August 6, 2020 4.0 Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team. Pros The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement. Cons The service is quite slow and the product even has downtime. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Salesforce was quite expensive and all the customizations were required to do through them for which they used to charge a lot. Whereas Zendesk allows us to hire professionals who work as freelancers and give better pricing and experience to implement customizations. Review Source VR Verified Reviewer HR Project Manager Computer Software Used the software for: 2+ years ### "Good tool for interfacing with customers " May 10, 2018 4.0 Pros It is easy to use and keeps our clients and team members informed and up-to-date on client-related communications. Cons I wish it had the ability to set out of office responses that then directed open tickets to other team members. Sometimes tickets get lost in queues because ticket types are incorrectly set and so reminders of who it went to or what teams would be helpful. Review Source FF Fathy F. Fullstack and designer Banking Used the software for: 2+ years ### "8" July 2, 2022 4.0 My experience till now is okay just some down time with it stuff Pros It’s such an amazing platform for it email management and ticket for it department Cons I can’t say the least since I found it more involving in what it does Reason for choosing Zendesk Suite Recommend and offer what I really need it Review Source MK Michel K. Intercedent Human Resources Used the software for: 2+ years ### "Zendesk heldpdesk" February 17, 2024 5.0 just excellent, easy to use, not complicated Pros Easy to use, database with a lot of solutions Cons Nothing.. It is just a perfect program when applying a helpdesk Review Source IN Ian N. IT Support Specialist Computer & Network Security Used the software for: 1-2 years ### "A bit complex to set up, the support team always helps" January 5, 2023 4.0 Overall, Zendesk is a great software for managing multiple channels like calling, chatting and email all from the same place. Pros The support system is good. We had trouble setting up the software but the support helped us through all the steps. Great support system! Cons Complexity. Zendesk Suite is difficult to set up, I wish it was simplified so that even people wit little IT knowledge can set it up. Review Source VR Verified Reviewer Managing Director Shadow Labs E-Learning Used the software for: 6-12 months ### "When you're the complaint department" November 16, 2021 5.0 Overall it was a solid solution for our team. Pros Zendesk was easy to use for our small team where we managed an app with over 2 million active monthly users. It functioned as our hub for IT issues, customer success, and managing complaints. Being able to easily open a ticket and assign it to the correct team member made sifting through hundreds of messages a day easy and less time-consuming than it could have been. Cons Honestly, we had very few complaints with Zendesk and when issues arose we were able to get in touch with an account manager to assist us fairly easily. Review Source AP Andrei P. Support Software Engineer Computer Software Used the software for: 2+ years ### "The default Customer Relations software" March 5, 2024 5.0 Pros I like how well documented tickets are searchable and help to resolve future issues for my customers. Cons I didn't like the way a change was pushed to the users a few months ago. Review Source MN Mirat N. Senior Recruiter Staffing and Recruiting Used the software for: 1-2 years ### "CRM tool for all" January 11, 2023 5.0 Pros There are many wonderful things about the suit, but the first that comes to mind is undoubtedly the excellent customer support experience. Every time I've had a problem and gotten in touch with the product support team, I was able to receive answers and solutions to my questions very quickly and with satisfactory answers. This is a perfect tool and very easy to use. The FAQs are very helpful as most of the questions are already answered. Cons The only little complaint I have is that when the chat client goes offline, your messages or conversation are lost. Review Source KK Kelvin K. Instructor Food & Beverages Used the software for: 6-12 months ### "very good to use" January 19, 2024 5.0 Pros Excelent, in over 5 years of use we have never had a service disruption. It satisfies our need Cons Excelent, in over 5 years of use we have never had a service disruption. It satisfies our need Review Source SE Shannon E. consultant support Financial Services Used the software for: 1-2 years ### "Zendesk is easy to use and efficient " May 1, 2023 5.0 Very good, I would highly recommend, I build a ticket system successfully on ZenDesk. Pros Zendesk has a clean UI and setup options. It also has good macros for custom macros and triggers which can be used to maintain incoming requests. Cons hen there are conflicts in creating conflicts and automations, the examples are not too clear. Review Source VR Verified Reviewer IT Information Technology and Services Used the software for: 2+ years ### "Better than ServiceNow but room for improvement" July 27, 2021 4.0 Pros Easy to use and fast to get up and running. Decent documentation and can do most administration yourself even if you're not experienced. Cons Metrics and reporting could be better, and feature set could be most robust especially for user role management. Review Source Gloria A. Comptable Investment Banking Used the software for: 6-12 months ### "Zendesk est très bon " November 21, 2023 5.0 Sincèrement j'adore zendesk. Il a trop de bénéfice. Pros Zendesk permet aux utilisateurs de sublimer le service client. Cons Étant donné que c'est une logiciel on rencontre souvent des problèmes de connexion Review Source KG Kimberly G. Customer Service Medical Devices Used the software for: 2+ years ### "Zendesk Sell Review" September 17, 2020 3.0 Overall Zendesk offers different app that can improve and help your sale team stay on track and it is less expensive then other programs. Pros After program was updated to Zendesk some features are better and database features are always improving. Issues are responded fairly quickly. Good tools that keep you organized. Cons There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason. Limited report section for data. Reason for choosing Zendesk Suite Price point was good and being able to customize options was a plus. Review Source AA Ali A. Customer advisor Information Technology and Services Used the software for: 1-2 years ### "Very useful tool for managing customer" December 29, 2023 5.0 I am very satisfied using Zendesk daily, I also like how they interconnect with other platforms. Pros I like the ease of use of Zendesk, it makes all the connections between the client and service easily connected. Cons So far, I cannot complain any of the services from Zendes, they seem to find way to improve all the time. Review Source BG Bwire G. Director Computer & Network Security Used the software for: 1-2 years ### "possible search filters" October 23, 2022 5.0 It is helping us communicate to clients and resolve their issues on time and hence keeping us more productive in customer service delivery. Pros Search filters enables me to search any ticket in the system using ticket number and trace its status more easily for a resolution as well you can integrate the tool to almost all social media and communicate to clients from one tool. Cons Zendesk have some downsides, while using custom theme, you cannot award community members awards for participating in forums, the tool keeps disconnecting you to offline status and if you are not using classic agent work space and classic chat widget, clients may not be able to reach you via live chat except through emailing Review Source AF Antonio F. Developer Consumer Goods Used the software for: 1-2 years ### "Zendesk Suite helps me keep track of customer support tickets and manage communication efficiently." December 26, 2023 5.0 Pros I love the user-friendly interface and the ability to customize ticket views to fit my needs. Cons Sometimes the reporting features can be a bit confusing and I wish there were more advanced analytics available. Review Source LD Lisa D. Business Owner Health, Wellness and Fitness Used the software for: 2+ years ### "Just Zen" July 5, 2022 4.0 Pros Centralised support, income and frequent enquiries Ability to create policies to routinely file requests and emails into organizations or departments based totally on a variety of values Create a branded expertise base for staff, customers and customers Integrates with a massive wide variety of apps, such as MailChimp, Trustpilot, Shopify, WooCommerce, Xero and many different solutions Powerful reporting and consumer pleasure surveys Eliminates the want for emails and effortless to filter me Cons Zendesk to get the most usage, or e book onto a coaching path if price range allows Technical setup required, luckily there are Zendesk specialists to help Expensive if you favor to use all points of Zendesk Review Source VR Verified Reviewer Freelance Writer Used the software for: 2+ years ### "Very optimized, easy to use, gets the job done" June 14, 2018 4.0 It integrates with other programs I use, to make my job much easier. I never lose track of anything and I never forget how to get something done. Pros How intuitive the whole system is. Very easy to get the hang of and remember how it all works. Like riding a bike! Cons Once in a while it will slow down or get stuck. Perhaps we just use it too much, but usually their support is quick to address it. Review Source AB Ana B. Customer Support Manager Retail Used the software for: 2+ years ### "Good ticketing platform " November 26, 2020 5.0 Pros Easy to use and onboard new agents. Integrates well with our systems. Cons Although it does the job well for the price we pay there are far to many features that cost extra or ar simply not available unless you get a third-party marketplace app. Review Source VR Verified Reviewer Live Chat Specialist Real Estate Used the software for: 2+ years ### "Love Love Love Love Zendesk" January 15, 2019 5.0 Pros I love Zendesk! I have used so many different ticketing systems and this is by far the best. It is easy to navigate around, easy to setup things such as rules/triggers/departments and macros And I highly recommend this system Cons You need to remember that if you delete a CSR that you go to you settings and downgrade your plan otherwise you still get billed Review Source VR Verified Reviewer Production Retail Used the software for: 2+ years ### "One-Stop Ticket App" October 17, 2019 5.0 During the Christmas season we get thousands of inquiries about glitches, complaints, compliments, etc. and this is the tracking software used. Pros It literally covers every single solitary aspect of taking a customer ticket issue by telephone or email. Cons The idea of switching to Remedy or one of the other top companies trying to pitch us has been brutal ... the cost of switching is too much. Review Source Jared D. Customer Success Manager Computer Software Used the software for: 1-2 years ### "This is the best customer email support tool out there" May 8, 2018 5.0 Zendesk allows us to professional communicate with our customer base, provide a help center of support articles, escalate issues to our engineering team via their Jira integration and improve our customers' experience through Zendesk's reports and analytics. Pros Zendesk allows our support team to quickly reply to our customers, track our communications and escalate issues to our engineering team. Cons The system is powerful, but not as customizable as we'd like for our various team members. Also, the help center templates they provide can sometimes have formatting issues. Review Source SA Salvatore A. Head of Customer Service Consumer Goods Used the software for: 2+ years ### "Very easy to use and to manage CRM and ticketing tool" April 12, 2022 5.0 Pros The versatility from both side using (admin as well as agents) Cons The integration of Social media channel by app, and especially Instagram, need to be definetly improved Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source SS Sabarish S. Lead Information Services Used the software for: 2+ years ### "ticketing Tool at ease" February 20, 2023 5.0 Integration with multiple other applications.Tracking of casesGreat search history Pros A professional tool for validation, activation, tracking of cases and knowledge base Cons I dont find any problem with this tool at the moment Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Review Source Talk to a Capterra advisor for free and get results within 15 minutes.