# Page 43 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 43 - 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 43 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1051-1075 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Folloni M. impiegato Transportation/Trucking/Railroad Used the software for: 6-12 months ### "impossibile trovare difetti" February 8, 2023 5.0 Pros Quando qualcosa ti cambia la vita, te la facilità e ti da supporto penso che sia il massimo. La spesa è relativamente bassa, per le funzionalità che ti dà.L'assistenza è fenomenale e puntuale Cons In nulla, difficilmente ho trovato dei difetti Review Source RR Ronald R. Technical executive Automotive Used the software for: 6-12 months ### "Helpful " February 11, 2023 5.0 it has been wonderful since started using Zendesk Pros Its makes Daily job easy and quick can mange time Cons sometimes it got hanged and some details wrongly entering itself Review Source VR Verified Reviewer Customer Service Team Lead Program Development Used the software for: 2+ years ### "Great platform but expensive " October 11, 2018 4.0 I've been using Zendesk for 3 years now and im content i had to downgrade my package because of the high price point but overall im happy using it! Pros Easy to use, have everything you need in the customer service domain so you don't need any additional services. Cons It is very expensive and if you want a simple feature from other package you need to upgrade the whole team for this package Review Source HB Hannah B. Director of Customer Success Computer Software Used the software for: 2+ years ### "Zendesk helps our support team stay organized and efficient" June 24, 2019 4.0 Zendesk makes our support team more efficient and organized. It also creates accountability in this department. This accountability enables me to have insight into the work my team is doing as well as provide detailed reports to our customers as needed. Pros I love that Zendesk helps us track and triage all of our support tickets. We use it all day - every day! The macros are a great way to ensure everyone on our team is using the same language while making us more efficient. Cons At times, the reporting functions are difficult to configure, and there some limitations around what you can see on a specific chart. This may be due to the version that we have, but I would like to be able to see all of my data and export it so that I could analyze it myself, and I don't seem to be able to do that. Review Source SA Sos A. AX Specialist Retail Used the software for: 2+ years ### "A well-knows customer support product" July 25, 2022 4.0 I am mostly happy about Zendesk and would recommend it if you won't need many specific needs and you just want an affordable, easy product to serve your customers. Pros Zendesk is a well-known an affordable customer service software. It has a lot of features and an easy interface. I like that it can combine all support channels into one place. Cons Based on the support channel used, it lacks different features. It can also lack some features if your need is very specific. Review Source Ina M. freelancer Information Technology and Services Used the software for: Less than 6 months ### "Very nice customer service and support platform " December 16, 2022 5.0 In my experience, Zendesk Suite is effective platform for managing customer service and support. The platform's user-friendly interface and wide range of features make it easy to track and resolve customer issues. Pros The integration with other tools, such as CRM platforms. One of the best features of Zendesk Suite is its knowledge management tools, which allow businesses to create and share knowledge bases and support documentation with customers and team members. This can be a major time-saver for customer service teams, as it allows them to quickly access the information they need to resolve issues. Cons Depending on the subscription plan Zendesk Suite can be a relatively expensive . It's important to carefully evaluate the features and capabilities of the platform to ensure that it aligns with your needs and budget. Review Source VR Verified Reviewer Entrepreneur Information Technology and Services Used the software for: 2+ years ### "zendesk by Bucc" March 3, 2020 5.0 Overall, the experience and usage is exemplary. The only thing I don't like is that the original analytics and reporting is being retired Pros there's a lot of great things to say about the app. easy to use, easy to manage, macros make life easier and so on Cons the fact that the reporting is being removed from insight (being retired) and being migrated to explore it not favorable to me Review Source SS Sonam S. QA engineer Computer Software Used the software for: 1-2 years ### "Good product for ticket management" November 18, 2022 5.0 Great but expensive Pros It is very user friendly and automated ticket assigning is very useful Cons Sometimes is is difficult to find options that I am looking for. Could be ore user friendly. Review Source Ashley W. Manager of Operations Used the software for: 2+ years ### "Great Customer Service Program!" May 21, 2018 5.0 Easy to see and monitor customer emails and agents responses. Pros Links with our Live Chat so easy to create tickets from live chat. Great search function. Easy to navigate. Cons Setting up was a little challenging, but once I got used to it, it was easier to navigate. I do forget where to go sometimes to make adjustments but they have a great help section. Review Source VR Verified Reviewer Community Founder Internet Used the software for: 2+ years ### "Outstanding ticket management tool" July 18, 2018 5.0 Pros One of the best ticket/support management services in the market. Great integration options as well as social-media profile use. We've been using Zendesk for our sites for a couple years now and it never disappoints. Cons Important features are only available for higher price memberships, but overall Zendesk is a great ticket management took. Review Source AV Amanda V. Administrator Tech Developer and more Health, Wellness and Fitness Used the software for: 2+ years ### "A solid though more expensive Help Desk option" November 27, 2023 5.0 Overall, the experience was good. Ultimately though, we opted for a comparable platform that was priced less. Pros The layout and ease of use when managing a ticketing system Cons The pricing was more than other options out there Review Source mB maribel B. director Consumer Services Used the software for: 2+ years ### "Zendesk" April 9, 2021 5.0 As an administrator I would say, Zendesk chat is a good platform to assist customers through chat and monitor customer service representatives. Pros Everyone logged in on Zendesk chat will receive a notification for incoming chats and you can see on visitors how many people are viewing your website. Cons No option to leave the visitors' information. It should help support to pull accounts easily instead of "visitor1232". Review Source medarfine Z. Secret Accounting Used the software for: 1-2 years ### "Logiciel recommandé " December 28, 2023 5.0 Pros C'est un logiciel de support client très simple à utiliser Cons Rien de grave juste un peu d'amélioration Review Source VR Verified Reviewer Marketing Manager Used the software for: 2+ years ### "Very good customer support" November 8, 2017 5.0 Immediate support. easy tool to implement Pros A simple tool with strong customer support that solves any problem in minutes. We are using them since thy started as 'Zopim' and not planning to replace. Cons Chat window design is a bit outdated. I'm sure their great designers can come with new designs or ideas how to make the window chat look much more modern Review Source Adam B. IT Director Government Administration Used the software for: 1-2 years ### "Helpdesk on Steroids" December 5, 2019 5.0 Zendesk helpdesk has streamlined the way that we track our support requests. Pros Super simple to setup and get started. Works flawlessly in every aspect in setting rules, communication and forms. Cons Email setup took a bit of time and effort - but that was probably our hokey email setup more than anything else. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) More features Review Source VR Verified Reviewer DIRECTOR GENERAL Used the software for: 2+ years ### "Nothing out of this world" October 27, 2017 3.0 It was my first experience with a chat room on my site, it works fine but it iss too expensive, i prefer to use a free chat room like Tawk.to Pros No pros compare to other free chat apps, there are few free chat app that has more features and are free Cons It is too expensive, there are some better alternatives wich are free, that have more features that makes chatting more easy Review Source RanjithKumar M. iOS Developer Real Estate Used the software for: 2+ years ### "Best support desk from small to big companies" January 31, 2019 5.0 Pros \- Very helpful and feature rich software to handle all the customer related queries - The thread feature which will make the internal communication and external communication clear is best thing Cons \- UI can be improved for ease of use. Great UI will definitely make a great software - Pricing can be reduced and much more startup supportive Review Source DC Dave C. Frontline Operations Specialist Human Resources Used the software for: 1-2 years ### "Zendesk Review" September 10, 2022 5.0 We can quickly and accurately resolve tickets because the software is simple to use. This assists us in resolving several tickets each day. Pros This app has simple navigation. Easy to use. User friendly. Cons Even though the tickets are submitted, there are situations when the Public Reply recipient does not receive the email. I know that the developers of this app is doing everything they can to fix the problems. Review Source VR Verified Reviewer Broadcast Technician Higher Education Used the software for: 2+ years ### "My I.T department uses Zen Desk" June 22, 2018 5.0 I love how the ticket submitting process is integrated into email so I can do it from anywhere that supports email. saves time and hassle. Pros I love that anyone can jump on a ticket I submit and I don't have to worry about sending it to a specific person and figuring out who the person is. say have a networking problem, I just need to send it out to the generic email of zen desk and the person needed for this ticket will get figured out on the other end, not mine. Cons I hate that each ticket has its own email address and when I want to send another email to the zendesk, it will try to auto populate the email to a ticket specific address and sometimes I wont notice and send my ticket as a replay to an old ticket. Review Source VR Verified Reviewer Digital Strategist Telecommunications Used the software for: Less than 6 months ### "Great tool for customer support" May 17, 2019 4.0 I have used it to communicate and resolve issues of my company's customers. Pros The thing i like most in this tool is that once a customer revisit your site this automatically detect the revisit and can show the conversation which you had with him/her before. It can also track on the basis of customer IP address which help to identify customer even if customer does not provide email or name. It also automatically generates customer ticket once the customer start chatting with the support. We can also form a pre-library of help section in it, from where a customer can search for his/her query and if he/she did not find the answer he/she is looking for then in that case, customer can continue to chat with support. Cons let me share an experience with you. In my previous company where I have used this tool (glad I am not working their anymore). One customer came to support with a particular query and he did not mentioned his email or name. I resolved it. Few days back I got a different query from the same IP address (somehow i remember that ip address), which led me to believe that the customer is same and I have shared info with him which is of another customer (you can imagine what happened next). This was the confusing thing which happened with me. I am not saying its the fault of the software, its just that this should give some disclaimer. Review Source Bryce V. Managing Partner Information Technology and Services Used the software for: 2+ years ### "Everything You Need to Scale Customer Support" October 30, 2018 5.0 We wanted a response time to decrease with our business and were able to do so with Zendesk. Pros Their interface is extremely easy to use and is geared towards making the support process efficient. Follow ups and canned responses went a long way with making our team quick. Cons The setup process can take time, but when done right it sets your team up for success. Review Source EF Emma F. Account Manager Computer Software Used the software for: 1-2 years ### "Makes my day to day a lot easier!" November 3, 2023 5.0 makes my day to day job a lot easier Pros how you can see which support tickets have been opened/actioned the automatically replies after logging tickets Cons its quite hard to find previous tickets Review Source MC Mena C. Clinical Neuropsychologist Hospital & Health Care Used the software for: 1-2 years ### "So helpful " August 23, 2023 5.0 I had a pretty good experience with it and liked it Pros This is a great product for creating more efficiency around tasks, even in a small office environment Cons I cannot think of any negatives. It was a good product overall and served its purpose in the office setting Review Source VR Verified Reviewer Marketing Consultant Marketing and Advertising Used the software for: 6-12 months ### "Best customer support tool" November 18, 2022 5.0 Chat and customer support issue was big concern for my client and this tool help me to make my job more easy and helpful Pros resolving the customer issues quickly by chat support Cons nothing as of now as this tool have variation which help you to get most out of it Reason for choosing Zendesk Suite easy to use and understand to complicated features are there Review Source DD Davide D. Imprenditore Retail Used the software for: 2+ years ### "Ottimo per assistenza in chat sul sito " April 6, 2023 5.0 Pros Mi è piaciuto la facilità di installazione Cons Non ho trovato inconvenienti, tutto è abbastanza semplice Review Source Talk to a Capterra advisor for free and get results within 15 minutes.