# Page 51 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 51 - 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 51 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1251-1275 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Natasha B. Perfect to work Cosmetics Used the software for: 1-2 years ### "Perfect to work" April 24, 2021 5.0 Perfect to use. Easy. Intuitive. No problems. Pros Customer supprt, easy to use and to configure Cons Nothing to talk about it, i love zendesk Review Source TS Tim S. Client Success Manager Marketing and Advertising Used the software for: 2+ years ### "Zendesk, the best resource for helpdesk needs" December 5, 2016 5.0 Having been on board with Zendesk for over four years now, we have seen a lot of improvements to the platform. Zendesk has helped us build our support team to what it is today. I am grateful for the ease of use and functionality it provides my team. Their customer support is great, which is expected from customer support software. They have made a few updates that have enhanced the overall look and feel of the software too. I enjoy using Zendesk and highly recommend it. Pros Easy tool to use. Great customer support. It is an easy way to build a helpdesk/knowledgebase system for our clients to rely on. Cons Their widget update only allows for the option to chat, or email support, not both at the same time, like their old widget did. Review Source PA Peter A. CEO Computer Software Used the software for: 2+ years ### "Zendesk for SMEs" December 30, 2022 4.0 We used it as a helpdesk and support desk. It is doing the job well, and reliable but we would like to see more features - particularly in the customization and web pages design. Pros Easy to setup and bring it online. Allows sharing of tickets and multi-users. Merging of tickets and coordination between ticket-owners. Cons The documentation editing is painful if needing to use tables or pictures. It works for text and pictures easily but once you need more sophisticated template, it becomes painful. Reason for choosing Zendesk Suite Easy to use and price was ok when we started. Review Source JW Jax W. Engineer Information Technology and Services Used the software for: 2+ years ### "Worth the extra" January 17, 2019 4.0 Having used Zendesk and a few competitors, I do find value in many of the efficiencies that Zendesk has. Though it costs a little more, it may be worth it for you given the more efficient common workflows. For example, Zendesk has the ability to respond to and close a ticket in a single click, something missing from many ticketing systems. Pros Using Zendesk gives lots of conveniences, and a a very smooth workflow. What can be done in other ticketing systems with a few steps can be done in one click in Zendesk. Common tasks are simple, and collaboration is simple. Cons Some of the more interesting features can make the licenses pretty pricey, and even the basics aren't the cheapest option out there. Review Source SM Sheri M. Senior Payroll Accountant Real Estate Used the software for: 2+ years ### "Zendesk Suite" January 2, 2024 5.0 Pros The tickets are forwarded to email automatically. Cons Replies made in ZenDesk directly do not get sent via email. Review Source VR Verified Reviewer Operations Project Manager Real Estate Used the software for: 1-2 years ### "My favorite customer service software! " September 17, 2022 5.0 Pros This is by far the easiest to set up, easiest to manage CRM software! It has a variety of features to cover nearly all of your customer service needs. Cons Some of the features could use a little more building out, like the bot features. Review Source VR Verified Reviewer Operations Technical Specialist Automotive Used the software for: 1-2 years ### "Zendesk is great for tracking support emails as well as metrics on those emails." August 1, 2018 4.0 Pros I like how customizable Zendesk is. We can have different categories available to track emails with that can be unique to the inbox the email was sent to. There's also great metrics available on volume and response time so we can track our team's efficiency. Cons The custom reporting feature is not very user friendly. It's by no means unusable, but it's not as nice as the rest of Zendesk. Review Source VR Verified Reviewer Software Support Technician Real Estate Used the software for: 1-2 years ### "ZenDesk is useful but needs a bit more" June 13, 2018 5.0 Pros The software is great to use for reporting and keeping track of tickets for chats, calls, and emails. Cons The speed of the program - it seems to be really slow most of the time. Also the layout of the site needs to be reworked - the New button at the top should be moved in order to prevent accidental clicks, the notifications need to be moved so they don't get in front of other features. Review Source Rhondalynn K. Managing Director Management Consulting Used the software for: 2+ years ### "Probably best online product for small businesses" August 17, 2018 4.0 Overall very positive and I would recommend it. Pros Easy to use and set up. Great broad set of features. Cons Can be difficult sometimes to find info on a specific problem and I do find it hard to set up knowledgebase for common queries in our business. Review Source MB Mark B. Manager Medical Practice Used the software for: 2+ years ### "Dreadful support provided by a support provider" May 21, 2017 1.0 There is clearly a problem with this outfit. I have explained my problem several times to their online chat and have never been contacted Pros cheap and cheerful including an app nothing else remarkable. Cons Zendesk have continued to charge me for months despite having a new paid account Forced to switch to Zendesk from Zopim Zendesk continue to charge my old account 6 months later Wasted many hours on their own online support. Countless emails ignored. Started a dispute with PayPal but still, I cannot elicit a response from Zendesk Their online chat denies that they are charging my account even though I have sent them screenshots of their own transaction emails I find it baffling that even in the face of such overwhelming evidence of unauthorized charges continually being made to my account that zendesk will not respond to me. Review Source SC Sachin C. Engineer Computer Software Used the software for: 1-2 years ### "Perfect Software for many cases" April 4, 2018 5.0 Pros 1) Gives the user (customer support guy) a complete outlook of and information about a support ticket created. 2) Can also track the ticket details as in, who it was assigned to, assigned date, assignee, where did the ticket origin from. 3) Support people are awesome too, have had no issues which they couldn't fix till date. But also didn't have many issues. 4) The chatting system is incredible. The huge bubble of active users, the details of the users which are chatting with you in realtime, multiple ways to reach them back if you cannot take the chat currently is pretty good too. 5) We haven't even started working on its API yet, from the looks of it, it seems really good and interesting. Cons 1) Only thing that bothered me is that even with paid services you can add only few people as an agent (customer support guy). Had they had no limit on adding multiple agents or maybe a little generous limit then this would have been the best software for me. Review Source VR Verified Reviewer Systems Analyst Consumer Services Used the software for: 2+ years ### "Customer support platform" December 28, 2019 4.0 I use this to help monitor agent performance and occasionally track down support tickets for users. It is a wonderful tool. The agents seem to love the user interface, and our management uses the reporting features regularly. Pros I like that it’s very simple to find support tickets using Zendesk, and the reporting capabilities give us visibility into how our agents our performing on any given day (or predefined date range). Cons The tagging could be improved. It’s a bit confusing when searching by tags because it includes all tickets that contain those tags in the body as text as well. Searching overall could be improved as well. Review Source VR Verified Reviewer Head of QA Computer Software Used the software for: 6-12 months ### "Powerful Customer Ticketing Software" July 26, 2019 5.0 Zendesk have made support much easier allowing us to easily track and receive tickets throughout the company. Pros The software allows us to handle all of our customer tickets in one place and keep track of them easily. Cons It can occasionally be a little tricky or confusing to set certain things up, on the whole though it's very good. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Easier to use for a small company Review Source Aaron C. Web Developer Used the software for: 1-2 years ### "Great tool for small businesses" July 25, 2018 5.0 Pros This is fantastic CRM tool for little size companies, it enables us to keep worldwide inquires efficient in a prompt way. We have the ability to minimize the spam and to improve our procedures Cons The combination with facebook messaging is not terrific, as quickly as we changed to Zendesk we do not get alerts about facebook messages when we respond, it looks like brand-new messages Review Source VR Verified Reviewer Frontend Developer Used the software for: 2+ years ### "Great ticket system" June 5, 2018 5.0 all tickets Pros i used Zendesk from 2014 for all our clients requests and it still works great for us. Also I love slack integration. Cons Pricing is not feet startup's needs. Probably you can find more affordable solution if you need to. Review Source SC Scott C. Marketing Director Construction Used the software for: 2+ years ### "Good Solution For Growing E-Commerce Company" January 22, 2024 5.0 Pros Zendesk offered us a complete solution to manage our customer service experience. Cons We used a recommended implementation partner from Zendesk and our experience was less than desired. Review Source VR Verified Reviewer Partner Aviation & Aerospace Used the software for: 2+ years ### "Easy customer support channel and support documentation portal" November 8, 2018 4.0 Pros The ability to draft support documents and point people to them from within customer service requests has been great. In addition, being able to integrate Zendesk into the backend of our platform has given our clients the ability to feel supported in all aspects of their experience. Cons On occasion it's been difficult for us to keep multiple people in the loop on a customer support ticket when a ticket will come in through one channel vs. another. That said, when we've hit an issue the customer service team has been immediately on it, helping out in all ways they can. Review Source Nicholas R F. Senior Consultant Accounting Used the software for: 1-2 years ### "Zendesk is THE solution for call center support!" June 13, 2019 4.0 I would recommend ZenDesk to businesses of ALL sizes, the flexibility of the software allows for scaling as your company grows and allows your Call Center teams to maximize their time spent addressing issues and ultimately help the customer, at a quicker pace! Love ZenDesk! Pros As a prior Manager of a Helpdesk team, Zendesk has made managing open tickets seamless and efficient! The follow-up feature is amazing to get the attention of agents and allows to prioritize various streams of work. My team has definitely increased efficiencies and decreased open ticket times! Cons The reporting features, while great visually, can take a bit of time to load up the correct details. I'd like to see a template based feature to allow quick creations of standard reports needed as a call center Manager Review Source MM Matt M. Director Renewables & Environment Used the software for: 1-2 years ### "Best option if you have nothing else" November 27, 2019 4.0 Pros Zendesk was very valuable in helping our team to manage and prioritize service tickets from customers. Previous to using Zendesk we were attempting to use a cut-rate CRM that really wasn't designed to management service tickets in a nimble and fast way. Zendesk integrated with our propriety software system (we set that API up) and allowed us to very closely track the concerns and complaints of our customers as well as give us the statistical insights into the quality of our customer support that we really needed. Cons Sometimes Zendesk has default features that we weren't aware of and because we used this platform with our customers the use of that platform frequently resulted in customers receiving notifications for things they never should have known about. Review Source QS Qudsia S. Student Education Management Used the software for: 2+ years ### "Zendesk Review" June 21, 2022 4.0 Pros I like how convenient it is for live support in virtual learning environment. Cons I dislike that it doesn’t show notifications on resolved chats. The notifications features could be improved. Review Source VR Verified Reviewer Community Manager Financial Services Used the software for: 1-2 years ### "Straight forward live chat service" July 27, 2019 5.0 Overall, Zendesk Chat does as you'd expect. The macros are wonderful. Pros The ability to utilise macros can really speed up the level of customer service. We implement macros for the most common questions which can make responding as simple as one click. Cons Occasionally, when doing work on a different tab, the live chat will disconnect and the agent will appear offline and not receive notifications. Review Source Chase M. Service Innovation Manager Used the software for: 2+ years ### "We have used Zendesk for 5+ years and it's made support much easier!" June 8, 2018 4.0 Pros Ease of use. A company/brand that's reputable. Outages are very rare. Makes communicating with customers extremely easy. Cons Reporting in GoodData can be a bit cumbersome and doesn't always provide everything needed to report on. Review Source VR Verified Reviewer Graduate Teaching Assistant Higher Education Used the software for: 6-12 months ### "Great tool for customer support" January 29, 2019 4.0 Overall, Zendesk is a great tool that we use to handle emails and user support. While I would love for the multiple agents quirk to be resolved, it still works perfectly as it is. Pros The assigning system is the thing we love the most about Zendesk. It makes it really easy for everyone to escalate tickets to their correct place in the chain. Cons Occasionally, Zendesk will have issues processing when multiple agents are logged into the same account. This can make it very tricky when we are trying to onboard new agents, as they may get locked out without knowing what to do next. Review Source ET Elexciss T. Customer Happiness Manger Consumer Goods Used the software for: 2+ years ### "Great Platform for CS Reps" December 11, 2019 5.0 Zendesk has been an interesting experience. When I started at this company, we were already using it but I have since been able to customize it more thoroughly to suit our needs as the company grows. It's a great customer service platform that offers omnichannel support so that we can handle all of our customer requests in one place. Pros It's easy to use and train any new members on. As the company has grown, we've expanded our use of Zendesk to its other channels as well, not just email support. Cons There can be issues or bugs, sometimes their IT team can be a little lacking in their response. Despite this, I do know that they're trying their best to assist within their capabilities. Review Source MB Mehak B. Content Writer Marketing and Advertising Used the software for: 1-2 years ### "A useful tool for providing quality support to your customers" November 6, 2018 4.0 Pros Zendesk is basically a customer-facing web interface that has been developed to provide robust reporting and advanced analytics to businesses. The software provides personalized customer support at both public and private forums. You can easily export your ticket views to CSV. You are also offered multi-channel support on e-mail, web, phone, chat, and social media. Salesforce and SugarCRM are pre-built in the software. Cons Zendesk has limited functions, including advanced trigger logic, limited use of the CC field, and lack of integration between the chat and ticket reporting features. The reporting is only based off of ticket fields and nothing else. Moreover, it is quite difficult to create roles and permissions because of the limitations that come along. 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.