# Page 45 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 45 - 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 45 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1101-1125 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Abhishek P. AWS Cloud Intern Computer & Network Security Used the software for: Less than 6 months ### "Best Customer Management Software" September 20, 2022 4.0 The software is best at its features of customer management system but initial setup could have been easier and could have been more cheaper. Pros This software helps in creating helpdesk for our website and easier to manage the ticketing system and can be easily collaborated with other apps. Cons The software could have been cheaper than the others so that it could have been used by all the users in their initial phase and its initial implementation could have been better Review Source TJSC Tom Jamelo Symond C. Customer Service Support Outsourcing/Offshoring Used the software for: 1-2 years ### "How efficient Zendesk Suite to use." October 21, 2023 5.0 My overall experience in Zendesk Suite is very Awesome Pros I like how Zendesk Suite works and for being a friendly user to easily navigate and to help us working in BPO. Cons For me there's always a room for improvement, But Zendesk Suite is already better and how easily work Review Source Ashley F. Tier 1 Technical Support Telecommunications Used the software for: 6-12 months ### "I love ZenDesk and how it integrates into our other products!" July 10, 2018 5.0 This software allows my daily activity to be tracked, which helps when we need to go back into tickets if there are recurring issues. Pros I love the features that ZenDesk has. The chat is great for connecting customer browsing our website to us. The ticketing system helps us keep track of all customers and staff. I like the macros that we can make. It really helps saving time when answering tickets fast. One other feature that is great is that we can turn an email into a ticket due to the integration of ZenDesk with our work emails. Cons One thing that is a little frustrating is that ZenDesk chat will sign me out sometimes when the website is refreshed. Review Source Kelly C. Customer Success Manager Marketing and Advertising Used the software for: 1-2 years ### "Zendesk Review" January 4, 2020 5.0 Zendesk is a great standalone ticketing system that is easy to use and easy to see every ticket that has ever come through the system. Pros Zendesk is a great ticketing system. Very easy to use and easy to keep track of different tickets for users, managers, operations, and whoever else may need to look through past and current tickets. Cons We did not use all the functionality of this product to the fullest extent, and ended up replacing this with Salesforce Cases so everything would be in one place. Review Source VR Verified Reviewer Subscription Marketing Specialist Information Technology and Services Used the software for: 1-2 years ### "Great tool for customer support" March 19, 2020 5.0 Great experience, great product! Highly recommended to companies with customer support. Pros If you are doing customer support, Zendesk is what you need! It allows you to customize the tool based on your product preferences, you can track statistics with ease, have useful insights and learnings thanks to the many features of Zendesk! Cons There's nothing I don't like about Zendesk. I've been using the product for almost a year when I was doing customer support. It can't get better than that! Review Source JW Jack W. Pricing/Procurement Airlines/Aviation Used the software for: 6-12 months ### "Complex for our work purposes, but I can see the potential" March 28, 2023 3.0 Has the potential to be really good, but for our day to day operations, honestly, it probably caused more headaches than solved! Pros Visibility of all emails and times received was a good feature of this. Also could categorise the priority of the ticket request. Cons With the visibility of emails, we had incidents where a mail was forwarded to another employee thinking it was just to them, but the customer could see the email chain! This could've massively disrupted our business for future shipments, and a big reason why we stopped using it Switched from [Hiver](https://www.capterra.com/p/142975/Hiver/) Ease of use, Gmail integration Review Source VR Verified Reviewer Content Field Support Specialist Publishing Used the software for: 1-2 years ### "easy to use - allows for collaboration with others" May 10, 2018 4.0 Pros I liked the "notes" feature the most - it allows you to add notes/comments to an item, and allows for other users to see and comment as well. The simplicity of the tool made it very user friendly as well. Cons It's hard to identify something that I least liked from the software - as I used it in such a limited capacity (email tracking for support) - however, with that usage purpose in mind, I wish we could have prioritized items, and filtered by that prioritization Review Source MD Mark D. CEO Computer Software Used the software for: 2+ years ### "Good, but expensive" March 4, 2022 5.0 Pros It's very easy to use. You can set it up without having to be an IT expert. Cons Throughout time they have become very expensive. We are not using JIRA which can do a lot more, but is also more difficult to set up. Reason for choosing Zendesk Suite We could get up and running in a short period of time. Review Source TS Tara S. Insurance Agent Insurance Used the software for: 1-2 years ### "Zen desk Suite Review " May 8, 2023 5.0 Very happy with it and would recommend to others as well. Pros Zendesk was user friendly, Works very well with all the existing softwares we use. Cons Have not had any issues that I don’t like thus far using zendesk Review Source VR Verified Reviewer Sales Manager Airlines/Aviation Used the software for: 2+ years ### "We love Zendesk" June 4, 2018 5.0 Team collaboration and project management Pros It has everything you need in one place, it allows to switch between teams and projects very easily. UI is great and software itself works perfectly. Cons No real complains I can think about. May be I would suggest to improve the mobile version. Other than that everything is great. Review Source LC Laura C. Product Specialist Account Manager Construction Used the software for: 2+ years ### "Quick and easy to use" December 11, 2023 5.0 Pros This system allows me to communicate with my customers and answers their queries without delay which is gold dust when it comes to customer service. Cons Sometimes the notifications can be delayed Review Source VR Verified Reviewer Instructional Designer E-Learning Used the software for: 2+ years ### "Easy for Users and Admins" October 22, 2019 4.0 Positive experience overall and I would recommend to future orgs that I work with/for. The external users/customers have always had a great experience as well, which is a huge benefit for any org. Pros Setup and integration was smooth, and what support we did require was quick and helpful. Customization that would align with our brand standards was fast and simple. Reporting, KB article creation/management, and end user (internal and customer) experience were all fantastic. Cons Could be a little pricey based on what we needed to utilize. Some of the backend customization on the admin side took a little time to get used to, but after that it was simple. Review Source NB Nick B. Senior Systems Engineer Insurance Used the software for: 6-12 months ### "Good for our users" September 20, 2023 4.0 If you are considering using Zendesk Suite, I recommend that you start with a free trial to see if it is a good fit for your needs. Pros Reporting and automation features are nice. Integration with some of our other tools. Cons Cost, Complexity and learning curve. Integration can be difficult if 3rd party documentation is lacking. Review Source IB Ignacio B. Data Base Administrator Automotive Used the software for: 2+ years ### "Sencilla y eficaz" February 24, 2023 5.0 Pros Lo fácil y sencillo que es reportar un problema y hacer seguimiento de este. Las rapidez en las notificaciones cuando la otra parte contesta. Y la sencillez del estado de los tickets.También destacaría lo eficaz que resulta el poder hacer una búsqueda en los listados y ver posibles incidentes similares al que se esta reportando. Cons En ocasiones la carga o descarga de archivos adjuntos en el ticket me ha dado algún fallo. Review Source Ky'Essence C. Platform Advisory Analyst Information Technology and Services Used the software for: 1-2 years ### "Zendesk is Great " August 19, 2021 5.0 Pros I like how it keeps records of customer interactions and has many ways to interact with them. It also is very easy to create tickets and track the progress on it Cons Sometimes you have to manually close a ticket because it will re-open after it says it has been closed. Review Source VR Verified Reviewer BI Developer Used the software for: 2+ years ### "Enable Your Customer Service Team to be the Best" May 17, 2018 4.0 Pros Our customer service/community team utilizes Zen desk to address issues raised by our large community and generally track and manage tickets. We particularly appreciate the strong analytics platform behind Zendesk as we are a metrics and data driven organization. Cons Email alias for ZenDesk can be nondescript and confusing for customers. The nature of ticketing can feel impersonal for our end users despite live CS agents answering the threads. There are more needs for AI (for smart tracking and smooth transition between CS agents) and general logistics when multiple agents are handling a single thread. There is a steep learning curve as well. Review Source VR Verified Reviewer Co Founder Retail Used the software for: 1-2 years ### "ZenDesk is simple and powerful CS software" April 20, 2018 4.0 Pros It was my pleasure to work with ZenDesk software. I even help them to translate to Bulgarian version. One of the most important thing for customer service software is the ability to searching and finding information for the person you are serving at the time of communication. It is crucial when this communication is over the phone. Thanks to their outstanding UX support agents are capable to find everything related with the person in no time. Integrations with 3rd party apps are essential but not so important. The thing is WHY these apps are paid? WHY? Why I need to move to the upper level of my subscription to use a specific integration. There is no sense. Cons The main reason I switch to alternative was the fact that ZenDesk is unable to deliver visual automation process which will help me and my team to scale our support center. Review Source VR Verified Reviewer Team Leader | Senior Software Engineer Computer Software Used the software for: 1-2 years ### "Easy to customize and integrate with other tools." March 8, 2018 5.0 Pros Zendesk is flexible and easy to deploy, and you can install it quickly and get started in minutes. It integrates all your main support channels to enable fast delivery and effortless tracking. Plus, the platform is supported by time-saving widgets for streamlined conversations, automation, sharing, ticket views, and triggers. Cons It's very robust and with an excellent performance. Maybe the user experience could be reviewed in the way the threads are shown. Review Source VR Verified Reviewer Deal Flow Associate Venture Capital & Private Equity Used the software for: 1-2 years ### "High Volume Customer Service" August 27, 2019 5.0 For doing lots of customer service, Zendesk definitely got the job done. Pros I liked the way that Zendesk could categorize customer inquiries for open, closed, pending, etc. There were times when there were hundreds of unanswered inquiries and the layout of Zendesk helped to do a lot of work efficiently when it needed to be done. Cons Although the layout was not difficult to use, it definitely could have used an update to look more modern. The appearance seemed very antiquated. Review Source LT Lisa T. Owner Retail Used the software for: 1-2 years ### "Traditional Problem Solver " November 15, 2023 5.0 Pros I like how Zendesk Suite keeps track of all needed activity. Cons There wasn't anything that I didn't like about Zendesk Suite. It's most reliable and a traditional Problem solver thank you very much. Review Source LK Lenny K. Digital Marketing Manager Insurance Used the software for: 2+ years ### "Fast but can be messy" July 27, 2021 4.0 As a user loved it. But on the backend side, I'm not so sure. When it worked, it worked. But when it didn't, it seems like that's when it went off the rails. Pros I used this at my old company. As a user, I loved the fact that I didn't have to create a ticket. I just had to send an email and everything else was done on the backend. If I needed to track something down, like an old ticket, I could find it. Cons I didn't do much on the admin side of it since it was mainly setup for engineering but we also had IT tickets setup there. For some reason, that part ceased to work and we couldn't get it fixed for some reason. It had something to do with the IT tickets going to an IT email alias that wasn't forwarding correctly or something, but the person who was doing admin on it couldn't figure out why this happened. You'd think that there'd be a feature where they could just remove and readd a user but apparently it wasn't that simple according to the admin. Review Source VR Verified Reviewer Computer Software Computer Software Used the software for: 6-12 months ### "A better support with Zendesk" July 22, 2022 5.0 For this platform, the settings are rather intuitive; the response is swift, and managing client tickets is simple with Zendesk’s GUI. Pros When collaborating with team members and customers, Zendesk is a useful tool. It is a versatile platform for help desk support that works well for information sharing among team members. To help with problem-solving, it offers a file upload function and the usage of query tools. Furthermore, the file sharing functionality is simple, and chart services provide a wide range of alternatives. There is also a user interface that is seamless and configurable. Cons Every software program has some shortcomings. The application’s sorting options are not intuitive to use. The functions, in my opinion, have the potential to be simplified and made easier to use. Review Source VR Verified Reviewer Product evangelist Information Technology and Services Used the software for: 6-12 months ### "Zendesk - a wonderful platform for ticket management" May 18, 2022 5.0 We use Zendesk support for ticket management and reach out to our customers and leads. Pros It is easy to use and has all the required features like prioritizing, managing tickets etc. Cons I don't find major drawbacks but maybe making the email signature easy to set up would be a good idea. Review Source NG Nicole G. Call center agent Consumer Services Used the software for: 1-2 years ### "Zenny" July 10, 2022 5.0 Other format of files cannot be open or download except .jpeg or .jpg. Pros It helps me to analyze the problem of the applicant and helps them to have work. Cons Sometimes Zendesk failed to solved the ticket and try again appears after merging a ticket to another. Review Source CC Caleb C. Customer Experience Detective Consumer Goods Used the software for: 2+ years ### "Honestly, This is Probably the Best CX Platform for Startups" February 23, 2020 5.0 We use Zendesk as an email platform to communicate with our users (also via phone), and we also use it as a platform for our FAQs and Help Center. Pros \- The ease of use - The customization options - Extremely user-friendly - It just makes sense - It's much easier to train people on how to use this platform than on other platforms Cons \- Can be a little bit more expensive than its competitors - Doesn't have as much customization options as some of its competitors (i.e. Kustomer) Alternatives considered [Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reason for choosing Zendesk Suite It's a little bit easier to use than Kustomer. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.