# Page 5 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - Is Zendesk Suite the right Help Desk 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 5 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 101-125 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AW Andrew W. Owner Marketing and Advertising Used the software for: 6-12 months ### "Professional helpdesk " April 3, 2025 5.0 Pros It really helps unify customer support by managing all external support sites and creating tickets for quick assistance Cons It's a beauty to use with no issues found yet Review Source JG Joe G. Property Manager Real Estate Used the software for: 2+ years ### "Zendesk does the work for you" January 29, 2025 5.0 I have used Zendesk for 6 years with 3 different companies, and it is always amazing. Pros The quick and easy ability to put in support tickets with your IT team. Cons Absolutely nothing. I have no notes for this software. Review Source KF Kristi F. Customer Service Education Management Used the software for: 1-2 years ### "Zendesk is great" April 3, 2025 5.0 Pros Easy to use and very customizable dashboards. Cons Can be over whelming for new users but once you get used to its great. Review Source DP Daria P. CS Manager Information Technology and Services Used the software for: 1-2 years ### "Good value and UI" January 19, 2025 4.0 Overall good use for purpose. Good to track customer raised incidents and raised how support handledd them. Pros I do like clean and straight forward UI. I can easily CC myself in the tickets raised inside Zendesk, track and add comments into tickets and review data. Cons Reporting could be improved, whilst I do like clear UI would prefer it to be more modern and sleek. Review Source HA Hamdi A. Product Owner Internet Used the software for: 2+ years ### "Une relation client plus fluide avec cette plateforme" January 15, 2025 4.0 Pros Il est hautement personnalisable, permettant d'adapter les workflows, les formulaires de tickets, et l'interface utilisateur à nos besoins Cons Bien que l’interface soit intuitive, certaines fonctionnalités avancées nécessitent du temps pour être maîtrisées. Beaucoup de temps. Review Source ST Samir T. Commercial Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "Zendesk Suite : puissant mais parfois complexe et coûteux" February 13, 2025 5.0 Zendesk Suite est un outil complet et intuitif pour la gestion du support client. Il centralise les canaux, automatise les tâches et offre de bons rapports, mais peut être coûteux et complexe à configurer. Pros Zendesk offre plusieurs avantages : Centralisation : regroupe tous les canaux (email, chat, téléphone, réseaux sociaux). Automatisation : workflows, macros et bots pour gagner du temps. Rapports et analyses : suivi des performances et satisfaction client. Personnalisation : intégrations avec d'autres outils et options de personnalisation. Expérience client améliorée : self-service, base de connaissances, support omnicanal. Cons Coût élevé Complexité de configuration Personnalisation limitée sur certains plans Support client perfectible Review Source SC Stefano C. Marketing manager Business Supplies and Equipment Used the software for: 6-12 months ### "Reliable customer support platform, with strong integration capabilities" November 7, 2024 5.0 It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite represents one of the best platforms for customer support. Pros Intuitive user interface, fast and easy to use. It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service. Great integration with other software. Cons There are limited customization options for advanced users, also pricing can be quite high for smaller businesses. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Analytics tools and advanced features less performing than Zendesk Review Source DT Daniel T. IT Engineer Automotive Used the software for: I used a free trial ### "The software is let down by simple things" April 10, 2025 3.0 While Zendesk suite is a great tool with lots of advanced features, the pricing and customer support let this down this is disappointing as it could be easily resolved Pros The user interface is intuitive and clean, easy for people to learn the new system. features like internal notes and shared ticket views are very helpful. The ticketing system is one of the best I have used Cons The reporting leaves alot to be desired. As you move through the tiers it can become pricey. Customer support is not very responsive Review Source GS Giovanni S. cybersecurity analyst Computer & Network Security Used the software for: 6-12 months ### "Buon tool di ticketing" February 13, 2025 4.0 Rispetto ad altri tool di ticketing, ho trovato Zendesk piuttosto valido. Apprezzo particolarmente la facilità con cui si possono gestire grandi quantità di ticket e creare macro, rendendo il lavoro più efficiente e meno complicato. Pros Trovo fantastico che ci sia la possibilità di creare delle macro nel tool di ticketing permettndo di ridurre il carico di ticket inutili (falsi positivi). Cons Il loro servizio di supporto consiste nel dare risposte automatiche. Review Source JG Jamie G. Zendesk rocks Staffing and Recruiting Used the software for: 2+ years ### "Zendesk is the way to go!" October 9, 2024 5.0 Zendesk is very helpful when we have issues with any of our programs, it is hands off and they have a very fast turnaround while sharing the final data with us as well as tickets for each. Pros Zendesk is amazing! We utilize it for several of our internal programs and they are on top of any and all support needs that come in. Cons I actually have not a single complaint at this time Review Source VR Verified Reviewer service client Design Used the software for: Less than 6 months ### "Une solution complète pour le support client" January 13, 2025 4.0 Pros Création d’articles d’aide et de FAQ pour permettre aux clients de résoudre eux-mêmes leurs problèmes Cons Certaines modifications nécessitent des compétences techniques ou des extensions tierces Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Recherche d’une solution plus économique Review Source AA Ali A. System Administrator Transportation/Trucking/Railroad Used the software for: 2+ years ### "Zendesk Suite easy to use" September 22, 2024 3.0 My overall experience with Zendesk Suite has been positive, as it effectively centralizes customer support with a user-friendly interface and helpful automation tools. The platform makes it easy to manage tickets and integrate third-party apps, which improves both workflow and team collaboration. However, as the organization grows, the pricing can become a challenge, especially for accessing premium features. Pros Zendesk Suite offers a seamless, user-friendly interface that simplifies ticket management and customer support. Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency. Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality. Cons Zendesk Suite can become costly as you scale, with additional fees for advanced features and customization options. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Zendesk Suite I chose Zendesk Suite for its intuitive interface, robust automation capabilities, and seamless integration with third-party tools, which provided a more comprehensive and scalable solution compared to other options. Review Source GG Giuseppe G. IT Administrator Management Consulting Used the software for: 1-2 years ### "Non il migliore nel suo settore" December 18, 2024 2.0 Nel complesso l'esperienza è stata positiva ma il prodotto non vale il suo prezzo rispetto a competitor che per molto meno offrono molte piu funzionalita Pros Interfaccia chiara e pulita. Supporto sempre presente Cons Prezzo spropositato per i servizi che offre, pochissime funzionalita. Review Source AB Alan B. Sales Account Manager Education Management Used the software for: 1-2 years ### "Zendesk Review" December 13, 2024 4.0 Good, served its purpose, but couldnt capture data up front like other programs. Pros Was able to chat among coworkers, review past chats. Cons The rotation was too fast at times, couldnt respond in timely manner without losing the chat. Couldnt upload images. Review Source BB Britta B. Senior Marketing Coordinator Health, Wellness and Fitness Used the software for: 6-12 months ### "Works great for marketing tickets" November 1, 2024 5.0 We just switched to Zendesk for ticketing from an internal platform this year. Pros Easy to use and navigate. It is pretty self-explanatory with great features. Cons There is a lot of room for user error (like any other ticketing system) Switched from [iSmile Dental Software](https://www.capterra.com/p/116056/iSmile-Dental-Software/) Wanted more capabilities, getting rid of iSmile, etc. Review Source JB Jason B. Operations Process Manager Construction Used the software for: 6-12 months ### "Zendesk Review" December 10, 2024 4.0 Zendesk has been solid overall. Aside from more customization when creating articles, not much more I could ask for. Pros Easy to navigate. Great ticketing system. Cons Would like to see more customization options when it comes to creating articles. Review Source Kalina B. Freelance and Human resources Consumer Goods Used the software for: Less than 6 months ### "Zendesk Suite, Is It Really Sweet?" October 1, 2024 4.0 So far my use with Zendesk Suite has been quite positive. No issues and its very reliable. Pros I love that Zendesk Suite is a realable app that allows me to provide wonderful customer support services that my customers deserve from the beginning. Cons The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available. Review Source Bo K. Customer Service Ambassador Banking Used the software for: 2+ years ### "Best for Banking" October 4, 2024 5.0 We optimised the customer support operations using Zendesk, and with other Zendesk products. Pros I believe Zendesk and products were built and designed for finance/banking industry, as the usage and features are exactly matching the team's needs. Cons There is just not a basic version of Zendesk that you can use, it always comes or needs additions, which means extra setup, cost, time, and training. Review Source AB Adam B. Operations Admin and Quality Control Leisure, Travel & Tourism Used the software for: 6-12 months ### "Zendesk Suite User Experience" November 9, 2024 4.0 Great but not as great as Front combined with Monday. Pros Its complexity. It allows a wide variety of integration options to suit your business needs. Cons Our business model doesn't seem to fit all that well to the features it's offering making our agents' tasks more complicated and time consuming. Switched from [Front](https://www.capterra.com/p/132901/Front/) We believed Zendesk complex programming would allow us to get our tasks get managed better. Review Source TS Tareq S. Accounting Real Estate Used the software for: 1-2 years ### "Zendesk - tracking communication master" October 3, 2024 5.0 amazing, i dont know what i would do without zendesk in my role. It made tracking everyhting so easy Pros zendesk is so good. its a better version of email. I would say zendesk was so confusing to use at first, but after awhile, oh gosh, its really amazing. Zendesk can track everything and my favorite feature would be the numbers assigned to tickets. you can always refer to anything as long as you have the number Cons what i hate about zendesk is they keep changing the format a lot. After getting used to one format, they go ahead and change it which takes a while to get used to. Review Source JET Jan Ericka T. Customer Service Representative Health, Wellness and Fitness Used the software for: 1-2 years ### "A 5 year user of ZD" September 17, 2024 5.0 My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations. Pros Zendesk is user friendly and easy to navigate. Cons So far, the least I like about zendesk is Complexity of Setup and Configuration. Review Source SB Sunil B. Customer Service Consultant Retail Used the software for: 2+ years ### "Useful customer ticket management software but pricey for advanced tiers!" December 20, 2024 4.0 Overall, due to the scalable nature, ability to work with third-party tools, and improving the customer interactions, a good software that can be useful. Pros The awesome feature is the centralized ticketing making it so much easier for managing customer tickets. Cons As you move up the advanced tiers, so does the price...can be quite hefty! Review Source jL jeemin L. Teaching Assistant Higher Education Used the software for: Less than 6 months ### "Basic, but a bit high price" February 4, 2025 3.0 This customer service platform stands out for its intuitive interface and comprehensive ticketing system. The software excels in managing customer communications across multiple channels including email, chat, and social media. Pros User-friendly interface with easy navigation Reliable performance for team collaboration Cons Limited customization options Higher pricing for advanced features Basic reporting features could be enhanced Review Source fZ fabio Z. commerciante Retail Used the software for: 6-12 months ### "help non sempre semplice da usare" November 7, 2024 3.0 inizialmente era un ottimo prodotto ma poi si è evoluto in modo poco intuitivo e molto costoso Pros ottimo come unica piattaforma per chat ed help online Cons molto macchinoso non sempre utile nel suo complesso Alternatives considered [Brevo](https://www.capterra.com/p/132996/brevo/) Reason for choosing Zendesk Suite era molto semplice ed economico ma poi tutto è cambiato Review Source amit S. Team Lead Program Development Used the software for: 1-2 years ### "Simplifies Customer Support" November 9, 2024 5.0 I helps streamline customer support, making it easier to manage and respond to customer queries efficiently. Pros We used it to manage support tickets, so instead of emails getting lost, every issue was logged and tracked. Our response times improved noticeably. Cons It can be a bit pricey if you need more advanced features. 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.