# Page 47 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 47 - Is Zendesk Suite the right Customer Experience solution for you? Explore 4079 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 (4079) 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 47 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1151-1175 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use LR Laura R. Senior SEA Specialist Food & Beverages Used the software for: 2+ years ### "Really useful for large companies" February 4, 2021 4.0 Pretty postivie. It's a great tool for Customer Care and the conexion with Facebook and Twitter allows for a complete ownership of the customer care attention. Pros The biggest pro the collaboration part. Zendesk allows to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly. Cons It can be a struggle for small companies, so I wouldn't recommend it in that case. But if you are a medium size company I'd advise to get this so you can get use to the platform. Also merging tickets can be sometimes a struggle Review Source EB Eliel B. CRO Consultant Marketing and Advertising Used the software for: 1-2 years ### "The king of customer service" September 28, 2021 5.0 It just works. Pros It's easy to interact with the customers, once your team has gotten used to it, then it becomes more agile. It provides some insightful metrics about customer behavior that are super relevant to gain insights and improve the UX and CX. Cons Customer support is basically non-existing sometimes, depending on how busy they are. Also, the chat widget adds a lot of loading time to your website. Review Source Björn B. Application Specialist Used the software for: 2+ years ### "Great but a bit pricey and there's always a few features that would be nice to have" February 14, 2018 4.0 It has made our support much easier and faster. Pros The ease of use and the powerful trigger tool. The macro builder, external app connectors and custom fields makes for a customisable experience. Cons The triggers can't trigger on just anything. Sometimes a trigger to trigger a trigger needs building. Review Source EM Eric M. Product Operations Specialist Retail Used the software for: 2+ years ### "No other Tool Compares - Not w/o Issues" March 21, 2019 4.0 Overall, Zendesk is still the best tool out there. They could spend a little more time improving some of their core features instead of releasing new ones all the time, but still a great tool. Pros \- Zendesk has the most integrations of any HelpDesk tool I've seen - Support is tremendous and incredibly helpful. - Interface is a bit complex, but once you learn it, it's easy to use. - Excellent user management/role restrictions. - Workarounds exist for almost every missing feature (requires a bit of Tech Saavy) Cons \- Interface is a bit complex - Talk Feature is clunky and has issues connecting calls sometimes. - No email read receipts. - A lot of basic features are missing, but there are always apps or workarounds Review Source VR Verified Reviewer Instructional Technologist Education Management Used the software for: 2+ years ### "Manages our tickets with ease" September 19, 2018 5.0 Pros The ticketing system and article database has been the most helpful in managing our tech support needs. Cons The navigation within the internal system can initially be a bit difficult (i.e. the naming of the tabs are not always clear), but once you know where to click, it's not too bad. Review Source SM Shubham M. Software Engineer Health, Wellness and Fitness Used the software for: 6-12 months ### "Better app for sure" July 29, 2021 5.0 Much better experience that Freshchat. I faced many problem with freshchat and zendesk just made it easier for installation and support Pros The easy integration into my website and livechat to support customer issues made my life easier. The applications helps me to track customer issues and resolve them on team side Cons There is no option to export data directly into a CSV file which makes it difficult for team to do data analysis. Review Source VR Verified Reviewer Director Arts and Crafts Used the software for: 1-2 years ### "Zendesk to manage support tickets" July 12, 2022 4.0 Pros Zendesk is quite easy to use, very intuitive. It covers all our needs, which are the ones for a small/medium company with 2 support agents and about 15 tickets every day. Cons Not many, some annoying things like not seeing all contacts in a thread. Review Source NC Nazar C. Busniess Research Analyst Public Relations and Communications Used the software for: 6-12 months ### "Greate support in help desk & CRM Soulutions." August 8, 2022 4.0 Pros They provides me a work flexibility deal with customer requests and their inquiries, and enabled to increase response rate and our organisation gets a positive feedback about our product and services. Cons There is no specific reason of least like but sometimes it takes weeks to hear back from anyone despite adding on urgent basis in somehow critical situation. Review Source Robnson P. marketing Animation Used the software for: I used a free trial ### "Zandesk Suite" June 22, 2023 5.0 Pros Easy to help the customer services to solve the problems, especially in live chat Cons Some features are not shown when your using free trial Review Source Felipe C. Kam Information Services Used the software for: 1-2 years ### "Validado Zenddesk" November 8, 2022 4.0 En el sector salud ha solucionado la entrega de medicamentos con unas integraciones y flujos sencillos Pros Lo hemos implementado en diversos clientes y su integración es sencilla Cons El.soporte es demorado y con casa matriz Review Source SP Shaun P. IT Specialist Consumer Services Used the software for: 1-2 years ### "Great Ticketing System" December 3, 2019 4.0 It has been great. I was looking for a very simple tool to deal with IT issues without having to clog up my Outlook inbox and this has been fantastic. At a low price point I'm able to have all my tickets in a system that shows me all the notes between I and the staff and an easy to read email sent out automatically when I respond in the system itself. Pros I use this for our internal IT tickets. I love the simplicity of the software and the macros that can be built. I also love that it has an application for my iPhone. I'm able to get a notification on my watch letting me know someone has sent in a ticket so I can deal with it quickly. Also in the future when we add an additional IT person to our company it will be very easy to add them on and assign tickets to them. Zendesk also has great price points. They have expensive plans for people that do a lot with their ticketing system (Zendesk Chat, integrations, etc.) but for someone who is just looking for a simple system I pay less then $10 a month. Cons Their system which determines how long it takes you to answer tickets on average doesn't have a way to add in business hours and holidays. Our average response time is shown to be significantly higher than it actually is because of this. Review Source LS Leslie S. Customer success Computer Software Used the software for: 2+ years ### "Zendesk - great for smaller companies" November 13, 2019 4.0 Great at first, but our company outgrew zendesk due to issues they just couldn’t solve for us. Pros Zendesk is so easy to use and teach employees how to use. I like being able to view other agents queues and being able to even respond if needed. Zendesk makes it easy for macros to be created as well. Cons Zendesk is wonderful to use for a smaller company but lacks if your company is larger - not their fault its just not their customer base. There was a point where we just had too many users, tickets and macros that the software could support. Once we got to that point it was pretty glitchy so we had to move on - I still have access and use on a daily basis to revoew previous history. Review Source VR Verified Reviewer app spec Hospital & Health Care Used the software for: 1-2 years ### "zendesk review" November 15, 2023 5.0 Pros I love how easy it is to use. It allows for me to easily coordinate and connect with vendors when I need any assistance. Cons nothing; it is convenient and easy to use. Review Source VR Verified Reviewer Manager of Operations Internet Used the software for: 2+ years ### "Makes communication easy." February 14, 2018 4.0 Pros Makes communicating with internal teams and external teams organized, plus automates some workload. They have a great support team as well. Cons For the triggers and automations you can use, it seems like there are a few solutions that would be supported out of the box that aren't. Review Source TT Thomas T. System Administrator Information Services Used the software for: 2+ years ### "Zendesk is an end-to-end Answer for Support" September 21, 2022 5.0 Working with ZenDesk has been great. We've been with them for years and have had a great experience with them. Pros Since ZenDesk is PAAS the setup was minimal, testing easy and it's really been "set and forget" for a long time. Cons I had to do a little fancy footwork when it came to managing how we send email to ZenDesk, but otherwise there is very little to complain about ZenDesk. Review Source VR Verified Reviewer CEO & Co-founder Used the software for: 2+ years ### "Great customer support ticket platform" June 4, 2018 5.0 Easy and effective customer support Pros Reporting and advanced analytics are great. Multi-channel support is very helpful and the they answers questions pretty quickly. Cons Not many things that I dislike. User interface could be improved in order to be more friendly for non-technical users. Review Source VR Verified Reviewer Director of Marketing and Sales Retail Used the software for: 2+ years ### "I LOVE Zendesk!" December 13, 2018 5.0 I LOVE this application. I've tried other apps and they do not beat Zendesk at all - not even close. Pros I've used Zendesk for 5+ years. It's not changed a ton, but it's always been great. Cons They're very slow to add feature requests. No phone support or chat support. Only email, which takes too long. Review Source NP Niraj P. Product Specialist Events Services Used the software for: 2+ years ### "Use zendesk chat and relax! Really great tool and simple integration." July 31, 2018 4.0 Pros We've been zendesk chat for almost 3 years now without any issues. The free version itself gives most of the basic functionality. But if your service is vast, and requires multiple executives to attend to chat queries, the free version may be limiting. Zendesk is very easy to configure on your application and very intuitive. Cons The paid version of the tool is a bit costly so the startups in early stage may not want to use it. Happens very seldom, but there may be minor issues such as the chat window getting hung and responses delayed. But no big issues. The free version will not give ability to rebrand the chat window - which is reasonable as well. Review Source MP Madhu P. Store Manager Retail Used the software for: 1-2 years ### "How to create sales traffic" September 22, 2022 5.0 We are able to generate online sales with live chat as now we are able to catch surfers on our website and convert them into bonus traffic and sales Pros Zendesk works well, has really helped during the covid time and now we have a better grip on our online sales and customers Cons Camera interaction with live chat would be good feature to add Review Source BD Benny D. Director of Customer Experience Food & Beverages Used the software for: 2+ years ### "Zendesk - Overall solid Platform" September 22, 2022 3.0 Overall it worked great while we were growing before we switched. They integrate with a lot of partners. Pros Worked really well while we were growing. Overall was easy for our team to use. Cons Separate tickets would make us less omin-channel than I would have liked. Review Source VR Verified Reviewer Sales Agent Financial Services Used the software for: 2+ years ### "Easy to use ticket management tool" April 9, 2018 5.0 Pros I like how it makes it really easy to keep track of my tickets, as well prioritize/escalate the really important ones. Cons Unfortunately its had so much functionality added to it over the year that its becoming a bit of a Frankenstein and feels a bit heavy in the UI department. Review Source LS Lindsey S. Project Manager Used the software for: 2+ years ### "Simple to use ticketing system!" March 7, 2016 5.0 Pros Zendesk makes it really easy to organize all requests you receive from your in-house team to outside customers. Our team receives hundreds of tickets a week. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros. With Triggers, your able to automate activities to happen based on certain criteria. For example, if a ticket gets submitted with the word "Help" in the subject line, you can program Zendesk to assign it to a specific person and to reply to the submitter with a message. Automations function in a similar way but are timed instead of instantaneous. Macros allow you to update a ticket's tags, message, and other information with a click of a button. Zendesk has done a great job to make a ticketing system that increases company efficiency. It also has a Help Desk (customer forum / QA) section that is available at a specific price tier that could save you time. Cons I really wish that time tracking was available for all pricing levels. It's not worth it for most teams to upgrade to the top tier of pricing just for one simple feature. Also, the reporting feature is not very thorough. This would be extremely useful if more attributes were reported on. Review Source VR Verified Reviewer Lead Computer Software Used the software for: 6-12 months ### "Lead" February 20, 2023 5.0 Pros It is best for sales pipe line and best chat software Cons No cons as it should understand more on competitor prospective Review Source VR Verified Reviewer Content Manager Publishing Used the software for: 1-2 years ### "Customer service in real time! " September 23, 2019 5.0 Customer service, general website questions, real time help Pros This is customer service in real time! We use this across all of our websites to answer any questions in real time! It keeps things organized for our CS representative and we're able to build automations through it as well... Cons It is a paid tool, but it's worth it in my opinion! There is a free version, but you there are certain features that are blocked with the unpaid version. Review Source Chris B. Resource planning analyst Airlines/Aviation Used the software for: 2+ years ### "Great to use." July 28, 2020 5.0 Really great experience using this, can't fault Thai at all. Pros Has loads of features and allows fast and accurate feedback from our customers. Once you master it it becomes essential. Cons Requires some coding knowledge and can be hard to use of you are a brand new user. But nothing too bad. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.