--- title: "Page 5 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 5 - Is Zendesk Suite the right Customer Service solution for you? Explore 4116 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/164283/Zendesk/reviews/?page=5" page_type: "reviews" language: "en" publication_date: "2026-11-03" --- Zendesk Suite 4.4 (4112) 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 November 3rd, 2026 # Page 5 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 101-125 of 4112 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Administrative Used the software for: Less than 1 year ### "It’s not rocket science" April 16, 2025 5.0 Overall this is an easy to use, secure platform. Pros Super easy for the technologically challenged. Cons Having to log in again after a very short amount of inactivity is a pain. Review Source MG Mayra G. Warehouse Manager Used the software for: Less than 1 year ### "Helps keep interactions consistent from different channels" May 23, 2025 5.0 Pros I got better control over customer interactions plus it made the team's workflow clearer. And also helping to reduce missed tickets and keep our responses organized. Cons I experienced that the analysis gets slowed due due to reporting lag since large volume are being handled. Review Source Randy P. Account manager Used the software for: 1-3 years ### "Ease of use is key for support staff" May 15, 2025 5.0 Have been using Zendesk for a couple of years at two different jobs. Compared to other solutions its an easy configured tool that is quick to implement. Pros \-The ease of use of the system -Supporting multiple channels from one solution -Good developments on Ai functionality Cons \-Very costly once you scale in numbers -User management on admin side is quite tricky to get used to Review Source Customer Success Specialist Used the software for: Less than 1 year ### "Zendesk: When your office desk isn't enough" February 24, 2025 5.0 Zendesk is amazing at what it's good at: viewing, managing, and responding to tickets. While it can feel lacking in a fast-paced environment, it has everything else you would want in a robust ticketing system. Pros There are a plethora of different ways to tag tickets to organize them how you'd like. Seamlessly integrates email replies into the ticketing system. Great external tracking with tags and times. Cons For a ticketing system, it's difficult to keep track of when new tickets come in. As of right now, you have to manually go to the New Tickets tab. Having a native function to get desktop notifications when a new ticket would come in seems like an obvious feature, but a missing one nonetheless. Review Source team leader Used the software for: Less than 1 year ### "perfect way for customer management" March 4, 2025 5.0 Although initial setup was difficult at first, using Zendesk was the best choice for many reasons. If you want to significantly improve the efficiency of your customer support team, give it a try! I think it will be a good solution to improve the effective service quality of customer management. Pros I most liked the way Zendesk allows you to communicate with customers through various channels. It seems that more effective customer management has been possible because customer communication can be managed comprehensively in one place! The automated response system was also much more effective, reducing the workload. I like that I can check various data at a glance, such as performance indicators, through the dashboard. Cons While using the various features, there aren't many things I particularly like. Although a mobile app is provided, it is a bit inconvenient that some functions are limited compared to when using it at a desk. But other than that, I like many other aspects. Review Source Gareth F. Managing Director Used the software for: 3-5 years ### "I've moved on..." February 4, 2025 4.0 Positive. Suitable for service only, though. Pros Easy to use service software. Browser based phone call made remote team easy. Cons Cost. Sometimes a bit slow. No way to track followup with potential customers. And they keep changing stuff so its a little annoying you have to keep relearning. Review Source Head of Sales Used the software for: 3-5 years ### "A Reliable and Comprehensive Support Tool" March 11, 2025 4.0 Zendesk Suite has significantly improved our customer support operations at CheckYeti, making it easier to manage and resolve customer issues. Overall, it’s a highly effective tool that scales with our business needs. Pros The all-in-one platform integrates ticketing, chat, email, and social media seamlessly, enhancing team productivity. The automation and reporting features are particularly valuable for improving efficiency and customer satisfaction. Cons The initial setup and customization can be challenging for new users. Additionally, the pricing is on the higher end for smaller teams or businesses. Review Source E Commerce Manager Used the software for: 3-5 years ### "Customer facing its a sold application" February 4, 2025 4.0 Overall we still use it on our main website as its reliable and does what it says it does out of the tin. Pros Works perfectly and interface is nice from a customer perspective Cons We found it difficult to setup workflows and after the initial installation haven't managed to go any further in depth with it. Alternatives considered [WhatsApp](https://www.capterra.com/p/180345/WhatsApp/) Reasons for choosing Zendesk Suite The ease to deply zendesk across our network at our main office, where whatsapp struggled with multiple users at the time. Review Source Fachinformatiker Used the software for: 3-5 years ### "Professionelle All-In-One Lösung für Hotline" March 3, 2025 5.0 Die Installation und Einrichtung war problemlos möglich, da es in der Cloud läuft. Das Arbeiten hat damit gut funktioniert, lediglich wenn ein neuer Benutzer notwendig war musste man abwägen, ob sich die Kosten dafür lohnen. Pros Cloud Software ohne eigene Infrastruktur Professionelle Funktionen Gut zu verwenden Skalierbar Cons Als einzigen Nachteil sehe ich hier die Kosten Review Source Owner Used the software for: Less than 1 year ### "Professional helpdesk " April 4, 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 Customer Service Used the software for: 1-3 years ### "Zendesk is great" April 7, 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 Director of Ops Used the software for: 1-3 years ### "Zendesk Suite Overall a Good Product" March 27, 2025 4.0 Over all this is a good product even with the steps I described. I of course am not that tech savi so perhaps that played a role in it. Pros I liked that ability to see all the inbound communication that my employees were getting. If someone was on vacation I could go respond to someone that he was working with. This really helps with the customer experience. Cons It seemed like there were alot of steps needed to be done in order to set up filters and flows of emails. I would have loved to see this easier and more user friendly. Review Source DT Daniel T. IT Engineer Used the software for: I used a free trial ### "The software is let down by simple things" April 11, 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 CP Christie P. Director of Operations Used the software for: 3-5 years ### "Zendesk Review" March 6, 2025 5.0 Easy to use and navigate, seamless intregrations into other programs. Pros Super easy to use interface, very user friendly. Cons Having to search and go through numerous screens to get where i want to be. Review Source Executive Business Development Strategist Used the software for: 1-3 years ### "Excellent way for a team to respond to your customers quickly" January 21, 2025 5.0 Overall, very pleased with ZenDesk for my team to support our customers and users. We are able to respond to tickets quickly and efficiently and it keeps our customers happy. It's much simpler to use than a shared email inbox. Pros ZenDesk is a great tool to address customer inquiries and complaints. My team and I can quickly respond to customer support tickets, tag tickets with keywords, such as "bug, "complaint", "praise" and more. We are able to also set the status for each ticket and assign to a specific user. The user interface is very simple and user-friendly. You don't get lost in the details of the tool because it's straight forward. Cons The spell check feature lags a bit from time to time, so it's easy to send a response with an error when responding quickly. It's also susceptible to spam inquiries. My team and I get several (10-20) spam inquiries written in Chinese on a daily basis. They are aware of the issues, however, there has not been resolution for quite some time. Review Source E commerce manager Used the software for: 1-3 years ### "Zendesk for ecommerce and customer support" February 25, 2025 5.0 I had a good experience overall, I used it daily with customers with repeat back and forth. Pros Ease of use, clean format that was easy to organize tickets Cons Limited in abilities especially with document uploading Review Source Billing and Payroll Manager Used the software for: 1-3 years ### "Great all in one support suite" January 22, 2026 5.0 Overall, Zendesk Suite provides a smooth and streamlined experience for customer service. It helps improve response times and keeps communication clear and consistent. Pros Zendesk Suite has been a reliable and easy-to-use platform for managing customer support. It keeps everything organized in one place and helps our team respond quickly and professionally. Cons Zendesk Suite can feel overwhelming at first, with many features that require time to learn fully for users. Review Source Ecommerce Manager Used the software for: 3-5 years ### "Does a good job but isn't the best" February 17, 2025 4.0 Pros Good UI and intuitive to use. Has a reasonable amount of features. Cons Poor support and lack of customisation/feedback channels. Review Source Consultant Used the software for: I used a free trial ### "Not a great experience with tool" July 7, 2025 3.0 Used minimally as part of problem solving with a computer program issue. Had to have supervisor put in additional request. Pros Not sure I can identify anything as I used it very little, only for help with computer issue. May be a great product? Cons Very slow response rate to requests for help, which is odd given its purpose! It took several requests to finally get a response Review Source Commercial Used the software for: Less than 1 year ### "Zendesk Suite : puissant mais parfois complexe et coûteux" February 17, 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 Aviral G. Manager Used the software for: Less than 1 year ### "Great tool to handle customer queries" April 8, 2025 3.0 Overall it is good tool to respond to your customers quickly - it is very good for you if you're in ecommerce and you get lot of customer support queries. Pros Zendesk is nice and centralised way of sorting issues we get through live chats, or email tickets. The UI is clean and easy to steer and automation feature helps in saving time. Cons Price is little bit high also if the number of people increase in your team, you have to pay extra- also some parts of the set up are in the admin side are not very easy to go. Review Source cybersecurity analyst Used the software for: Less than 1 year ### "Buon tool di ticketing" February 17, 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 Celeste M. Head of Partnerships Used the software for: Less than 1 year ### "Zendesk Suite for a Zen Life! " April 7, 2025 5.0 Pros Makes it easy to handle tickets that could otherwise be unorganized Cons The interface can be a bit confusing but they make up for it in functionality Review Source Mark N. Owner Used the software for: 3-5 years ### "Zendesk hate customers" December 18, 2024 1.0 For a company that makes software focused around customer support it's amazing that their own customer support is so terrible. They don't listen, they don't answer and they don't care. All they want is for you to pay and shut up. Pros Some of the functionality works. I guess it does the job if you want to pay a premium for nothing. Cons The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We grew out of Freshworks. Zendesk seemed like the market leader. We were wrong. Alternatives considered [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reasons for choosing Zendesk Suite I really dont know. Maybe I was drunk at the time. Review Source Property Manager Used the software for: 3-5 years ### "Zendesk does the work for you" January 30, 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 ## 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.