# Page 49 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 49 - Is Zendesk Suite the right Help Desk solution for you? Explore 4077 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 (4077) 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 49 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1201-1225 of 4077 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 The user interface is a little outdated in that when you have an influx of messages, it can get cluttered.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 Michael C. Customer Service Specialist L2 Internet Used the software for: 2+ years ### "Godo Ticket System" November 1, 2018 4.0 Pros Allows customers to manage their tickets by email or web interface. Flexible for allowing various queues, categories, tagging, etc for better customer routing/escalation and data analysis Cons Aside from some quirks with add-ons, haven't seen any major problems. Review Source AE Alix E. Customer service representative Marketing and Advertising Used the software for: 6-12 months ### "Overall functional" May 2, 2023 4.0 Overall it's a good option. No major complaints or issues and it functions as it's designed to without glitches. Pros It does the job and is easy to learn. Everything works as it should without glitches Cons It isn't terribly user friendly. It's time consuming to use since it doesn't connect tickets to existing accounts and it can be a little confusing to keep track of ticket status. Review Source Brooks G. GIS Analyst Real Estate Used the software for: 2+ years ### "Great System!" October 7, 2022 5.0 So far it has ben a quality experience. I have had many service tickets inputted, and results are always coming back in a timely manner so I can get my projects done. Pros If you have a lot of associates that need to get stuff done, then this works well. Everything is consolodated, and I always feel like there is going to be some sort of fairly quick resolution. Cons Sometimes it's not clear which section I need to go to for various activities, and request. Review Source LK Lohit K. MIS Manager Financial Services Used the software for: 2+ years ### "About Zendesk" January 12, 2023 5.0 Excellent Pros User friendly and customer support team is awesome Cons Price is lil high compared to other players in the market Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Zendesk Suite Mainly because of the software Review Source JT John T. Project Manager Pharmaceuticals Used the software for: 2+ years ### "If some changes were applied, it is just a very good toll." September 22, 2018 4.0 Pros It is a customer service management tool. It provides a ready forum with a readily integrated customer support for your business. It can be very important for your business to not only interact with the customers but for the customers to interact with each other, for a better insight. It also offers a free and demo trial with its basic services. Cons The various features are somehow not very easily linked which can affect the ease with which the users can access them. Some of the forums are local and limited, therefore, do not allow a wide scope for discussion by international users. The pricing is much higher than its immediate competitors. Review Source Joel B. Finance Administrator Telecommunications Used the software for: 2+ years ### "It has been very usefull to manage the customer service through our webchat. Very stable too." July 25, 2018 4.0 Great app to support your customers Pros All the options that you have to configurate your webchat and the monitor features that it has to control the operation. Cons I had an issue whith the integration with salesforce and it was difficult to solve with their customer support. Review Source Ruben A. Geografo. Jefe de oficina Registro de Productor Used the software for: 1-2 years ### "This software integrates all the activities of a company that are directly related to customers" May 15, 2018 5.0 Zendesk is an excellent leading software based on the cloud, is easy to use and is an easy and fast way to provide customer service, the interface is easy and intuitive, which allows agents to be incredibly productive and direct all their energy to help customers. Pros Excellent software, it is an electronic commerce tool, it stands out for its customer service through email, telephone line, social networks and real-time chat through an application, the tool is developed so that calls can be made from Zendesk, even thanks to its user interface, several entries can be viewed at the same time Cons It does not have significant disadvantages, one of the few disadvantages is with respect to prices, it may be somewhat higher than the rest of the customer service software, and on the other hand, it does not have the possibility of changing the code (Open Source ) Review Source AG Aaron G. Help Desk Technician Computer Networking Used the software for: 1-2 years ### "Feeling your Feng shui with ZeDesk" August 4, 2022 5.0 This software makes my daily job possible with ease and helps to keep track of all the little things we tend to not think about. Pros The diverse ability this software contains is baffling! Cons We have run into issues with ticket totals not being calculated correctly. Whether it is the software or human error is yet to be determined. Review Source LA Lisa A. Recruitment director Human Resources Used the software for: 1-2 years ### "Excellent addition to my business " April 1, 2024 5.0 Pros Really easy to use very straightforward and critical for my business Cons I don’t have any cons I am very happy with this system Review Source VR Verified Reviewer NetSuite & Technology Consultant Computer Software Used the software for: 6-12 months ### "The best Helpdesk Software" November 21, 2018 5.0 Minus the price - Zendesk has been awesome. It has all the features that you could want, and it's also very easy to customize and extend the product. Our team enjoys working within it (compared to some other tools) and they are definitely an industry-leader in the area. Pros Zendesk, to me, is the best helpdesk software out there. It has very powerful tools and it's very easy to use and customize. It has almost any task which you would want as part as your Support system. Cons The biggest Con for me is the price...while Zendesk is super awesome, it also comes with a super price and is on the more expensive end of helpdesk tools. Review Source MS Margot S. Operations Manager Education Management Used the software for: 6-12 months ### "Zendesk Review" February 28, 2022 3.0 Pros Easy to use and simplified customer service Cons It seems too busy and staff took too long to train. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Hubspot offered more in terms of sales, marketing and customer support Review Source AC Annie C. Manager, Sales Operations and BD Defense & Space Used the software for: 1-2 years ### "Great Product" July 21, 2022 4.0 Pros I love that you are able to track leads and also integrate DocuSign and HubSpot. Makes it easier for folks who are traveling and needing to submit proposals from events. Cons Signature for email. Shockingly, this has been a pain to set up. There should be an integration method upon getting the platform set up. The marketing team didn't know how to help us which seems odd. Review Source VR Verified Reviewer Sales Manager Financial Services Used the software for: I used a free trial ### "It is more for helpdesk than sales" August 2, 2022 5.0 Pros The solution helps a lot to keep tracking of customer tickets, it has various integration options, which allows automations and eliminates manual processing. Cons It was decided to use another solution, because of the cost and ZenDesk focuses more on overall help desk capabilities. We needed a solution for triggering the sales on our website. The support is working via other channels. Review Source Alex T. Front-End Developer Marketing and Advertising Used the software for: 6-12 months ### "Great Solution for Customer Support System" December 3, 2019 5.0 Overall, this software has made our customer support experience for our custom software solutions much easier than previous solutions we have integrated. For the time it saves and the reliability of the service, this software becomes well worth the money spent. Pros The best part of this software is it's ease-of-use. One of the most recent projects we implemented this software in was a employee management system for a staffing company. The integration allowed the users of the software to quickly report bugs or ask any questions they had regarding the system we built and we were able to have our developers answer any questions at ease. Cons The one issue we ran into while using this software is it's lack of specific features unless you upgrade to the enterprise level. This became an issue because for smaller clients, it would be nice to have the enterprise features like change management, but the budget is difficult to justify with a client who is budget restrained. Review Source VR Verified Reviewer Data developer Computer Software Used the software for: 1-2 years ### "Zendesk Suite review" January 18, 2023 4.0 Pros I appreciate the versatility and ease of use of 's customer service and support tools. It offers a comprehensive set of options that can be customized to meet the unique requirements of any organization. The ticketing system, live chat, help center and other support options enable prompt and efficient customer service. Additionally, the reporting features provide valuable insights into customer satisfaction and product performance. Cons I don't have any negative feelings about it, but the cost of the was a bit too high for my liking. Review Source MG Mohamed G. Customer support specialist Banking Used the software for: Less than 6 months ### "Zendesk and Cashee" May 26, 2022 5.0 Pros The software is very easy to use and very simple to reach all the customers Cons Sometimes the chat mobile app says that i am inactive while I am actually working on the app Reason for choosing Zendesk Suite Easier to be handled and cheaper Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) More expensive and more difficult Review Source VR Verified Reviewer SEO/SEM & Digital Marketing Strategist Internet Used the software for: 1-2 years ### "One of the best ways to interact with customers" May 8, 2018 5.0 Pros Zendesk was our number one (and still is) choice for implementing a chat on various websites that we managed for our clients. The functions are elaborative, they display various metrics about the person you are adressing and will program several responses as well. It's simple and very easy to use. Cons I would love to see further integration with other platforms perhaps, such as social media and CRM software. Review Source CA Christina A. Director Financial Services Used the software for: 2+ years ### "Easy for Employees to Learn and Use" December 23, 2022 5.0 Pros ZD makes tracking tickets, completing reports, and seeing real-time activity easy. We use it for both phone and ticket support. Easy to integrate other software like Jira into it. Cons Reports could be more robust. There is some data we are not able to pull and manual calculations are not ideal. Review Source mK manish K. java developer Computer & Network Security Used the software for: 6-12 months ### "great" November 28, 2022 5.0 nice Pros very useful for CRMeasy to use use to track the application form Cons there are some which must be implemented like updation Reason for choosing Zendesk Suite good Switched from [Trello](https://www.capterra.com/p/211559/Trello/) slow rate Review Source Stefan T. CCC Team Lead Information Technology and Services Used the software for: 1-2 years ### "Everyone should use it." August 2, 2018 5.0 It's such an simple tool yet so poverfull it alows us to communicate with our customers on daily basis. Pros I love about Zendesk that it has many tools and options, you can contact people both externally and internally it poses a good notification customization. Also, the Chat transcripts are delivered to the mail almost instantly. Cons I think that Zendesk is a bit expensive, and that is the only downside i can mention about zendesk. Review Source VR Verified Reviewer Senior Manager Operations Computer Software Used the software for: 2+ years ### "great helpdesk tool" September 23, 2018 4.0 satisfactory. Pros the user can define the workflow for ticket management. the news modules like Guide, Chat etc really adding value to the overall package. integration with JIRA Cons they need to improve the customer service rather than rely more on knowledge base. Review Source RC Rob C. Program Manager Logistics and Supply Chain Used the software for: 1-2 years ### "Excellent for Ticket Management" October 27, 2023 4.0 Zendesk has made issue resolution possible across a broad company Pros Initial ticket routing, email notifications, easy UI to see open items. Cons Too many email notifications for every single update. 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.