# Page 50 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 50 - 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 50 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1226-1250 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jared H. HRIS Manager Hospital & Health Care Used the software for: 1-2 years ### "Feature Rich Ticketing System but at a Cost" October 31, 2019 3.0 We used it as a general help desk tool and shared services ticketing tool. Pros I like the parent child tasks. It was nice to be able to automatically generate multiple tasks from one item for things like onboarding and terminations, where several items need to go out to multiple groups. Cons It was very expensive per user and the HR and IT division was not very robust. We did not want to put our sensitive HR data in the system. Review Source VR Verified Reviewer E-commerce fraud and payment management Internet Used the software for: 2+ years ### "Ticket management tool" August 9, 2019 5.0 Pros \- Agent interface really user friendly - ZD introduces Explore that really enhanced the Reporting experience. Cons \- admin interface can be a bit difficult at first. - Creating metrics for reporting purposes can be difficult without appropriate knowledge Review Source KP Keysha P. Office Manager Telecommunications Used the software for: 1-2 years ### "ZEndesk Review" August 16, 2021 5.0 Pros I love using zendesk. Its very practical. I am able to do live chat, answer emails and calls as well using it. Cons I only encountered one issue whilst using zendesk. That was to block a customer who was being very troublesome. I had to google how to find a way to suspend him from live chat Review Source VR Verified Reviewer Head of Customer Support Computer Software Used the software for: 6-12 months ### "Robust tool for support teams" June 12, 2020 5.0 Having used both Front and HelpScout before, Zendesk is my pick at the end of the day for its simple layout but vast customization options. Pros The customization available makes a well-run and efficient support desk. It's easy to see where there may be gaps in communication and when content has gotten stale thanks to the analytics available. It can be in-depth as you need it but is easy to understand for new employees. Cons There are not any major drawbacks to Zendesk. There are some small features here and there that could be added but of course, every user has different needs and wants. Review Source VR Verified Reviewer Analyst II, Operations Transportation/Trucking/Railroad Used the software for: 2+ years ### "Average, Run of the Mill Ticketing Software" March 27, 2020 4.0 This product is a solid choice for your help desk/ticketing system needs. It is not the best on the market but it meets the majority of our company's needs especially if the price is reasonable. Pros The end user interface for this software is very straight forward and allows for some customization. The UI is clean and easy to navigate. The product is also reliable. I have never encountered any significant down time. Cons Having not used this software as an administrator, I am not sure how easy this is to run. The feature stack that I have interacted for this product with seems to be mediocre when compared to others in the industry. Review Source Adnan A. SEO executive E-Learning Used the software for: 6-12 months ### "Its a good product for live chat and customer support. Really suitable for call centers." March 15, 2023 5.0 good software to use for customer service and ticketing system. Can manage large number of calls. Pros easy to use and allows the integration of customizable apps. Can measure the customer success with the given reports. Cons Should have less costly package for smaller businesses. Review Source EL Eric L. BDM Information Technology and Services Used the software for: 2+ years ### "Excellent tracking of internal support tickets" June 27, 2019 5.0 Pros We use this software for internal collaboration on support tickets with our offshore team Cons Honestly can't think of any cons, very straightforward to use Review Source VR Verified Reviewer Software Support Technician Real Estate Used the software for: 2+ years ### "Great ticket management for multi-level support" June 10, 2018 4.0 Zendesk offers a lot of valuable features for management of multi-level contact tickets. The system is very easy to explain and use. Very little training is needed to use this product effectively. Pros I have used a lot of CRM software and I can say that Zendesk is one of my favorites. We are able to manage our email, live chat and call tickets all in the same place using different integrated applications/ Cons Zendesk Talk needs some work. There have been times that the call rings and our agents are unable to answer, missed calls generate without a call and at least twice or three times a week an agent has a problem with calls showing up under their name that didn't go to them. Review Source VR Verified Reviewer Key Account Manager Information Technology and Services Used the software for: 1-2 years ### "Productivity tool" August 10, 2022 4.0 Pros Zendesk gathers all e-mails in one place and in an easy way, you can assign these messages to agents or groups in your organization. The history of all conversations with one client is easy to find. Cons For beginner is not easy to navigate through the program. I will improve the UX. Review Source JD Joshua D. Manager Apparel & Fashion Used the software for: 2+ years ### "Easy to use customer support tool" July 3, 2022 5.0 Pros This roo was a great addition to our company. We used it to track customers issues and it allowed us to manage customer satisfaction. Cons Other than a few bugs here and there it is a great customer service tool. Review Source VR Verified Reviewer Customer Service Advisor Banking Used the software for: 6-12 months ### "Easy to use ticket management tool " March 2, 2018 4.0 very easy to use and see all tickets made work a lot easier than you would expect Pros its quick and easy to write and answer tickets from the system. there is a lot of room to maneuver in the system itself and when in need of support in regards to the account it is also readily available, use this when working with call centre agents having IT issues they would log a ticket and receive it at my end i will look into the issue and respond with a fix nice and easy Cons the movile application need to be improved as when you go in it some ticket views are not available on there Review Source Marie Joy T. Virtual Assistant Retail Used the software for: Less than 6 months ### "This is definitely the best!" May 9, 2024 5.0 Pros I have been using for almost a year now, and I can say that it's customer-friendly and so easy to navigate and use. This offers comprehensive solutions for customer support thus making sure our support operations are efficient. Cons The price is a bit higher compared to other software competitors. Review Source Abid R. Manager Apparel & Fashion Used the software for: Less than 6 months ### "Sdmraza" July 24, 2022 5.0 Overall I m happy clients. Pros It's handle all your customer complain in one software Cons Notification on each query is best to manage complains. Review Source EG Elizabeth G. Management Entertainment Used the software for: 2+ years ### "Zendesk" July 21, 2022 4.0 This software is amazingly simple to set up and it is so helpful in answering tickets that customers generate. It basically finds out the reason for the ticket and that way I can be prepared to help the customer in the most efficient way. Pros I love that I was able to set this software up quickly and immediately start responding to customers tickets. Cons There is not much that I don't like about the product but if I had to choose something it would be the automatic reply choices. They seem a little generic to me, I would like them to be more personalized at some point. Review Source Luis Daniel R. Consultor en Tecnologías de Marketing Digital Marketing and Advertising Used the software for: 1-2 years ### "the best platform for customer service" February 12, 2019 5.0 Pros They're doing a great job on building a solid and robust software that has everything you need to organize your customer service team. The stats are very helpful. I love the interface, and even their mobile apps work well. Cons what I like the least is the innitial layout of the help center, you need to customize it a lot in order to match it with your brand or at least that it looks proffesional Review Source Evan B. Community Manager Computer Games Used the software for: 1-2 years ### "Good for growing companies" September 28, 2019 5.0 Zendesk creates a smooth, customizable workflow experience. Agents can spend more time solving tickets then organizing, filtering and managing the software. It does take some set up to get to this point though. Pros \- Customizable for most needs - Room for business expansion - Allows agents to focus on completing work Cons \- Almost too much flexibility - Can get confusing inside settings area - May need a sepcialized individual to manage the software Review Source VR Verified Reviewer Purchasing Coordinator Used the software for: 6-12 months ### "Tantalizing and vaguely religious" July 13, 2018 4.0 Pros I like the ticketing system in general. It is amazing. It keeps everything in order. It tracks everything incredibly. I know what everything is related to, when I've touched it, who else has touched it, I can pass it on to others easily, I can take over things quickly. Its so freaking perfect I love this software Cons The thing I least like is that it sometimes screws up when you send emails to other Zendesk's. It seems like they keep triggering each other so sometimes we have automated emails sent back even when we close tickets internally. Review Source Elyse F. Travel Consultant Used the software for: 6-12 months ### "Transformed the way I do business" June 11, 2018 5.0 Pros ZenDesk is flexible and easy to work with. It has helped transform the way my business builds relationships with my clientele and target market. The bulk text messaging has been awesome for me reaching different target groups and building new and lasting relationships with clients Cons There isnt much not to like about this software, there have been times when I have had to log out and log back in because it was not running correctly. But not anything that is of real concern to me about the software. Over all I really think this is a great program Review Source JD Jeane D. Customer Service Representative Outsourcing/Offshoring Used the software for: 1-2 years ### "Zendesk tool is a great help to business." September 30, 2022 5.0 Most of our driver's inquiry are communicated through Zendesk so it greatly affect our business if we can't be able to use this tool. It's very essential to us. Pros I like it have compass east and west sections where important details are very visible. Cons I encounter most errors and latency when solving tickets using this tool. It have to be refresh every time. Review Source PS Pradeep S. Senior Associate Paper & Forest Products Used the software for: 6-12 months ### "Best and simple to use " January 28, 2023 5.0 Pros It is great software to access and manage the task easily and perfectly Cons Not seen any drawback in this software it is easy and simple Review Source FW Fletcher W. Agency Principal Insurance Used the software for: 1-2 years ### "Zendesk is great for Chat and Call Center Services" January 4, 2024 5.0 Great overall product and experience. 5 stars. Highly recommended! Pros Easy implementation and robust features. We love the real-time updates! Cons Hard to get in touch with Customer Support after initial implementation Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Front](https://www.capterra.com/p/132901/Front/) Review Source Jacob B. Customer Support Represenative Environmental Services Used the software for: Less than 6 months ### "Solid SRM for Workflows" November 5, 2021 4.0 Zendesk has been a solid CRM for what I use it for. Some aspects are confusing, and I wish customer notes were more visible, but overall pretty good at keeping the company orginized. Pros Easiness of splitting up tickets by type, and automation tickets to send out to customers Cons not able to include multiple emails within tickets and tracking of ticket types in reporting Review Source ZK Zack K. Director Computer Software Used the software for: 1-2 years ### "Excellent support portal and ticket management service" May 20, 2021 4.0 Zendesk provided a nice customer support portal for tracking all the customer issues and incidents. Pros How easy it is to configure and setup the support portal to manage customer tickets. The most important piece is being able to setup the flow to route tickets to the appropriate queue. We also have pagerduty and it's nicely integrated with zendesk such that information can be synched and ticket events can trigger pagerduty actions. We also synchronize information to salesforce so that all incident information can be seen in each customer account. The UI itself is very straightforward using a tabbed approach to simplify management. You can setup addition public facing pages like FAQs or knowledge bases to greater empower customers. Cons While there is flexibility to customize the support portal, setting up our licensing system that syncs with Salesforce does require a bit of know-how. There's a fair amount of synchronization that needs to be done with CRM for our use case so we had to do a lot of investigation and customization to make it happen. In some cases it would have been easier to use a native solution running on top of our CRM. Review Source IS Ivan S. PM Information Technology and Services Used the software for: 2+ years ### "Powerful and affordable" March 23, 2019 5.0 Pros By now, Zendesk has become pretty much a standard among smaller and mid-sized companies when it comes to running efficient customer service. We've been using it for years and every time we wandered off (people turnover, plans/functionality changes etc) we saw a sharp decrease in the quality of customer service. Cons Reports produce inconsistent data time to time for the reasons we couldn't figure out. Standard reports like average first response time are not too usable since they don't give an option to consider the business hours for support and one or two occasional after-hours tickets are throwing this number off. Review Source VR Verified Reviewer Principal Developer and Team Lead Used the software for: 1-2 years ### "Not sure how we managed customer requests before Zendesk" February 6, 2018 5.0 Pros Extremely easy to get up and running, and that goes for the customer too. The ability to just loop a support email address into an email thread to create a ticket is very handy. The interface is easy to use and after using Zendesk less things "fell through the cracks" Cons Zendesk could use better support for rich email content. Sometimes HTML emails coming from Outlook don't render too well. 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.