# Page 48 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 48 - 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 48 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1176-1200 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use sR scott R. Director of Community management Real Estate Used the software for: 2+ years ### "Customer Service Tracking" June 7, 2022 4.0 Pros This is a great way to track incoming emails and calls into Customer Service so that inquires do not get lost and customers receive responses back. Great history and storage to be able to review past discussions or issues Cons Some customers have complained of the prompt emails sent to them to respond to a ticket when asked for info. The emails are not very explanatory asking for action Review Source VR Verified Reviewer Merchandising Assistant Retail Used the software for: 2+ years ### "I love using this to help our customers" April 25, 2018 5.0 Pros It is easy to answer questions that stores ask our corporate headquarters and easy to pass on to another team if I am unable to answer. Cons It sometimes does not let me mark a ticket as solved on the first try. I have to minimize the ticket, reopen, and then mark as solved. Review Source VW Vertika W. Customer support Medical Devices Used the software for: 2+ years ### "Chatting got easy" November 8, 2022 5.0 Great experience till date Pros Connectivity is very good, live chat features are great, to connect anytime with anyone, customers are happy chatting and resolving solution Cons There is nothing to specify here as a dislike, it's a great platform Review Source RM Reciel M. CSR Telecommunications Used the software for: 2+ years ### "Why use Zendesk Suite?" January 23, 2023 5.0 Overall, I'm quite happy with Zendesk. Pros One fantastic feature is the ability to interface with major social networking sites like Twitter and Facebook, which enables CC to answer promptly. Cons Everything is good but if there will be an enhancement in the future, that would be amazing Review Source FK Fotios K. Customer Support Team Lead Computer Software Used the software for: 2+ years ### "I really like Zendesk" November 28, 2022 5.0 Overall it's an easy to use solution with the exception of reporting. Pros I think it's a great product for customer support. Cons I don't like how it doesn't have a good solution for auto assigning tickets and also it's reporting center can be confusing. Review Source AR Akshay R. Research Associate Education Management Used the software for: 2+ years ### "Best chat and helpdesk software for ur business to run on automode" December 14, 2022 5.0 Pros Zendesk help u to become available 24/7 for ur customer's and help u track each and every open and closed customer qwery in the form of ticket's Cons Abt queing feature in the free trial... One chat at a time in free trial Review Source Brad S. Internet Used the software for: ### "Great idea, really bad...." June 25, 2014 2.0 I know the say 40,000 customers, but I question how many are happy. We're small, we manage under 10 websites that need unique customer service emails. We have a few agents, some need to see all sites, others just 1. We just wanted basic email tickets from inbound email, assign to the right person, reply, all syncs up... not too much to ask. We're about 4 months in, and its been a pretty horrible experience. While customer service does answer the phone at Zen, getting the same answer twice is rare. You basically need a PHD in Zen and very few, even at the company have it. I suppose a large company pays them to do it or has a dedicated IT Zen guy on it and gets his own PHD in Zendesk. But we're small (under $10M). I gave it 2 stars, as the staff is very nice, and eager to help. And they do claim they can do it. We're pretty savvy, and figure most things out. Zen got close, but really, they're not for the small company like us. I didn't like that they bait and switched us with free live chat, and 2 weeks after, they asked us to pay for it? odd. We were thinking of using the phone system, but I can't review that as we couldn't even get the email ticket system to work, so I just don't trust it. We lost thousands in sales with lost tickets. At one point, they had marked days of emails all as spam that were legitimate emails. Pros Friendly customer service Cons Too many to list and complex issues. Review Source VR Verified Reviewer Director of Operations Financial Services Used the software for: 2+ years ### "Very good overall." March 8, 2018 4.0 Pros We are able to customize zendesk to meet all of our support needs. We use it for email and phone and manage our workflows through it. Cons Reporting could be better set up for ease of use. There is a ton of data in zendesk but we aren't always able to leverage it all. Review Source AC Alcio C. Técnico Information Technology and Services Used the software for: 1-2 years ### "Atendimento ao cliente " April 24, 2023 5.0 Usei ela na empresa para uma experiência! Pros Software completo ,rastreamento e integração de outros aplicativos! Cons Não pode exportar dados e plataforma complicada para iniciantes Review Source Toundé Alban Jospin K. Gérant Information Technology and Services Used the software for: Less than 6 months ### "Zendesk, l'outil qu'il vous faut " December 11, 2022 4.0 J'utilise depuis bientôt six mois le logiciel dans le cadre de la gestion de ma base de données clients car n'ayant pas la disponibilité pour le faire. J'avais auparavant utiliser des assistants virtuels mais sans satisfaction. Depuis que j'utilise Zendesk je gagne un temps énorme dans la gestion du support client avec un taux de clients satisfaits très élevé. Pros La gestion du support client par email est le service le plus parfait surtout avec un délai de réponse très court et cela est vraiment satisfaisant. Cons La gestion du service client par appel pour ma part est à améliorer Review Source VR Verified Reviewer Sales Director Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Sales Team View" September 21, 2018 3.0 If you have the basic package ... customer service is very poor Pros Visibility of tickets for team members to monitor. Cons Cannot customize email display (fonts, colours etc..). Emails look like text messages ! Cannot embed attachments (some customers cannot download from external links) Review Source VR Verified Reviewer Co-Founder Hospitality Used the software for: 6-12 months ### "Zendesk Review" August 5, 2019 3.0 Ultimately, we decided to migrate off of Zendesk and build a proprietary solution in-house. We just couldn't get comfortable enough with the outdated UI of Zendesk and the inflexibility to customize it as a permanent solution. Pros Zendesk's only real strength is that they have been in the game for so long that they do provide quite a bit of functionality - however, it definitely seems that they haven't invested much in terms of refining and optimizing that functionality to stay on top of the industry. Cons The user interface is terrible and outdated. There are much better alternatives out there for any single facet of Zendesk. Review Source Jessie B. Fit Stylist Consumer Services Used the software for: Less than 6 months ### "Love this chat software" May 3, 2019 5.0 Zendesk chat made my job so easy and smooth, I love how all my extensions worked with it (Grammarly, Text Expander) and it was helpful regarding alerting you on time and when the customer reads the chat and when they are typing. Pros I love being able so see when the customer has seen when I chat them, the time stamp shows up also which is so helpful! You can see when the customer is typing which allows you to stop, let them finish or to even type what you need to and wait for their response, kind of like intuiting your customer and being ready immediately. When your customer hasn't responded a little snooze Z symbol shows up and suggests that you reach out to your customer so its very helpful for timing and alerts. Cons After using another chat system I have to say that Zendesk chat is supreme. All the pros I mentioned above make chatting with customers seamless and helpful. I have never had an issue with this software and love how it is set up. No cons from me! Review Source Romain O. Consultant Marketing and Advertising Used the software for: 1-2 years ### "Excellent platform" June 26, 2022 4.0 Pros Good intuitive and pleasant to use software Cons I think the pricing is a bit excessive. But in general it's fine. Review Source VR Verified Reviewer Technical Support Manager Computer Software Used the software for: 1-2 years ### "Zendesk is so easy to use that our teams collaborate without even knowing" August 17, 2018 5.0 We love Zendesk and appreciate the solutions that they have solved for our company! Pros We love that you can tag others in Zendesk to add a note, assign a task, or leave a simple reminder. It seems that Zendesk was one of the first with this type of a feature. Cons We don't like that there is an auto assign feature. Some employees complain that the workload is not even or fair. This may be an additional training opportunity for our Manager. Review Source VR Verified Reviewer Care Navigation Hospital & Health Care Used the software for: 1-2 years ### "Easy to use" August 1, 2019 5.0 very easy to use, way better than trying to handle this with gmail. Pros Very easy to use. allows for separation of teams and easy organization of tickets. Also great for tracking topics of interest allowing us to get feedback on how to improve the member experience. Can send out satisfaction surveys to get feedback as well Cons Setting up SLA can be a bit tricky and it does not allow us to customize different SLAs for different companies. Review Source Alister R. Director of Product Innovation Computer Software Used the software for: 6-12 months ### "Customer engagement with 360 degree view" February 1, 2018 4.0 Really complete customer success product. Allows for Chat, Email and Phone support. Would recommend to all software companies. Pros Allows us to quickly resolve our support tickets while efficiently managing assignments, automation, different triggers, and reporting. Also the knowledge platform allows for creating a repository for support. Calling support feature is also very useful for customer support through phone as well as chat. Cons Zendesk chat needs does not run as well across platform. Also the slack integration needs to improve. Reporting also needs to be better and more customizable. Review Source CW Connor W. CSR Automotive Used the software for: 6-12 months ### "Great company" September 11, 2022 5.0 Pros I like how this company makes it easy to use and manage customers, tickets, sales, and communication with the rest of your work team Cons There really isn’t anything I don’t like, any bugs are always fixed Review Source MZ Marco Z. E-Commerce Manager Food & Beverages Used the software for: 2+ years ### "Must-have" April 19, 2023 5.0 Ottimo prodotto per la gestione del ticketing e del customer service. Un must-have per chi vuole portare il servizio clienti ad un livello successivo! Pros Si integra facilmente con la maggior parte di sistemi e software. Ottima gestione del ticketing. Cons Un po' complesso all'inizio, soprattutto in fase di personalizzazione delle automazioni. Review Source VR Verified Reviewer President Tobacco Used the software for: 2+ years ### "Helpful customer message center" July 16, 2019 5.0 Our experience has been great, very little issues with software or integrations. Pros I like that Zendesk manages our customer communications in a way that keeps things organized and easy to keep up with. Cons In order to get the more useful features, subscriptions can get a little "spendy". Review Source Imran H. Team Coordinator Information Technology and Services Used the software for: 6-12 months ### "All in one helpdesk & CRM solution you'll ever need!" June 28, 2022 5.0 Pros Zendesk made it so easy to handle any workflow with a customer, maintain internal CRM, Cons Zendesk Metrix could use some polishing Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Zendesk Suite Zendesk seemed to have all the features we were looking for in a help desk service. Review Source Carlos Eduardo D. Co-Founder Used the software for: 2+ years ### "Our choice for customer relationship" May 4, 2018 5.0 Pros We use Zendesk on a daily basis and it's great because it enables us to keep track of all our communication (live chat and ticket system) with our customers. Cons Could offer more integrations with external applications (maybe APIs) which could improve our workflow. Review Source DM Domanique M. Owner Hospitality Used the software for: 6-12 months ### "Very good to have" August 25, 2022 5.0 Pros The features that I like most about the software is that you can get real live up to date notifications Cons What did I least like about this software was the installation Reason for choosing Zendesk Suite I chose the desk because I personally used it for myself Review Source CW Christian W. COO Apparel & Fashion Used the software for: 2+ years ### "Zendesk is nice but check if you really need it" July 28, 2022 4.0 Pros It has a lot of features and has been around for ages Cons The company has become a large organization without the startup spirit they used to have in the beginning. I'm wondering if this thing is still in active development. Review Source BL Bill L. Software Engineer Capital Markets Used the software for: 2+ years ### "Flexible Ticket Management System for Clients and Customers" November 28, 2018 5.0 Pros It has support for submitting tickets/inquiries via social media, online forums, and chat rooms, each with plenty of customizations. This allows us to tailor each channel of communication based on demographics. Makes it really easy to scale customer support. Automated email reporting features is a great for management as well. Cons Searching isn't precise as times gets truncated after a month, and you can't see when it was made other than "months ago." The user interface is a little outdated in that when you have an influx of messages, it can get cluttered. These downsides are not as negative as I may have stated them for a smaller business. 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. 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