# Page 52 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 52 - 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 52 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1276-1300 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer software consultant Information Technology and Services Used the software for: 6-12 months ### "User friendly helpdesk software" October 1, 2019 5.0 Intuitive ticketing system, all my emails and tickets are organized in a single platform. Pros \- It is super easy to use - Its dashboard is clear and efficient - ticket organization is simple and optimized - you can setup custom modes for communication with customers - pre-defined responses are also very helpful - you can acces customer information from wherever you are - multichanel support options - email, phone, web, social media, chat... Cons \- there are so many options it can be confusing for someone - a bit pricey if you would like to use all features Review Source VR Verified Reviewer Program Manager Computer Software Used the software for: 6-12 months ### "Great for support but also knowledge management" December 8, 2019 5.0 It’s been one of the most tools for me in a new role. Having direct access with out support team but also being able to use it as a resource to troubleshoot issues for my customers on my own as well. Pros Zendesk has a great interface and you never lose the tickets you’ve opened during a session which can make it really easy to work between tickets. Great internal collaboration features as well help to get to the bottom of issues more quickly. Cons While the interface is user friendly it seems a little outdated and good use a little revamp. But other than that no majors downsides. Review Source AR Adrian R. Chiropractor Alternative Medicine Used the software for: Less than 6 months ### "Horrible product. Horrible help and hard to set up. Very frustrating." September 29, 2023 3.0 Super frustrating. I would cancel but they don’t offer refunds. Pros Price. Colours. Not much not much not much Cons Horrible customer service and slow response. Alternatives considered [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Reason for choosing Zendesk Suite Price and I just happened to sign up for it first. Review Source MA Mubashara A. CEO Market Research Used the software for: 1-2 years ### ""Excellent ticketing and support platform"" July 2, 2022 5.0 Pros I have had positive experiences using Zendesk on a regular basis as the platform for internal user assistance. I enjoy how easily tasks can be completed, files can be attached, and a record of users and tickets is kept. I also like how Zendesk sends notifications and how the platform is maintained by the tickets. Cons Zendesk limits the number of agents that can be added to a team to three to five under a single licence, even if there should be some way to add a team inside the same licence. Review Source pH phil H. owner Real Estate Used the software for: 2+ years ### "Keeps customer support issues front and center" May 9, 2020 5.0 Works well for organizing customer requests for a support or development team. Features are very limited in the basic package and upgrading causes the costs to go up dramatically. Pros Zendesk functions as our central repository for customer requests and issues. Customers have multiple entry points to submit issues and our team has a single interface to work through all outstanding issues. Cons Useful features for small teams are bundled into more expensive larger packages. We have a team of 5 and we are using the basic package. For some odd reason we are not able to access historic tickets. They disappear from our view after a few days of closing. Review Source PK Paul K. Web Developer Information Technology and Services Used the software for: 2+ years ### "Great for tracking issues" April 29, 2022 4.0 Pros It is the ease in which you can respond and resolve an issue within a timely manner. It also integrates well with our JIRA ticketing system. It is also customizable in terms of statuses and issue types. There are also ways to customize specific views and to create event based on what a user does. Cons The many features were overwhelming at first. A new users might find all the new features intimidating. Review Source VR Verified Reviewer Happiness Engineer Internet Used the software for: 6-12 months ### "It's a standard for a reason" October 4, 2019 4.0 Overall ZenDesk is fantastic. My complaints are minor but do require human intervention to deal with. Multiple teams can work in ZenDesk and achieve support solutions. Ultimately it's great. Pros Zendesk makes scaling ticket serving a reality. Multiple teams, goals, metrics, priorities. It's all there. API integration - you got it. Integration with alternate support apps like chats, you got it! Not too bad. Cons The API functionality at a surface level looks broad however its functionality is questionable. Retaining information and linking tickets is generally non functional. Review Source Javier Victor Marian B. Network Security Auditor Government Administration Used the software for: 6-12 months ### "This review is from the Administrator side, not from IT side." December 26, 2018 5.0 Pros I'm the network and sys admin for government. IT asked me to install and configure zendesk for their use. The installation and deployment was great and easy. This days zendesk its almost an standar software for helpdesk. Was easy to configure and start using it by the IT people. Has all the options that you need to give support to the computers on a large network. Cons None for now. At least from the administration side. Easy to maintain and backup. I did not hear any complain from IT since they started using it. (6 month now) Review Source MJ Michael J. Manager, E-Services Non-Profit Organization Management Used the software for: 2+ years ### "Emails made easy!" August 22, 2019 5.0 Pros Zendesk is a great email ticketing system; you can create multiple boxes, monitor all emails with ease, answer multiples at once, and easily assign work to team members based on skills, languages, etc. It also filters out most spam and automatic replies, keeping the boxes more manageable. It's easy to transfer emails AND still answer the customer at the same time, so they know you're working on their issue. Plus, it integrated beautifully with our chat software! Cons No complaints; it's very efficient and easy to use as both a user and manager. My only wish is that it were a little less expensive. Review Source BV Brandy V. Social Media Manager Retail Used the software for: 2+ years ### "Good Product" November 10, 2022 4.0 Pros I use this most for keeping the team's answers consistent and concise, especially when we make changes to a product or service, and this program makes it super easy. It also has good reporting features to see who has done what. Cons Sometimes there seems to be a glitch when used with third party apps like Facebook. No one can really figure out why these tickets don't come through (and maybe it's on Facebook's end) but it is frustrating none the less. Review Source DS Deseree S. Customer service representative Outsourcing/Offshoring Used the software for: Less than 6 months ### "Zendesk: A User's Point of View" October 27, 2023 5.0 Overall I like using Zendesk, to be honest. Also it was very straightforward, and easy to navigate. Pros There is nothing I can complain so far as I am really able to manage all my tasks, and ticketing, plus all call logs, monitoring and such is truly remarkable. Cons The downtimes of the system, or system issue. But I rarely experience that in my entire time using the suite. Review Source VR Verified Reviewer Team Lead Outsourcing/Offshoring Used the software for: 2+ years ### "Not Loving it/Not Hating it" June 4, 2019 4.0 Pros It's user-friendly, it came with a pretty easy material that can be shared during training. Cons the apps, sometimes the trackers give inaccurate information so you need to add another app to get the correct information. Review Source AC Alexis C. General Manager Luxury Goods & Jewelry Used the software for: 1-2 years ### "Extremely user friendly!" August 29, 2022 5.0 Pros This software is extremely user friendly. It helped greatly with customer/client engagement and I find the price worth it for the level of service. Cons Customer support consistency could be improved on, I find that I'm often routed to multiple agents. They all do their job efficiently, though. Review Source AF Ariel F. Management Restaurants Used the software for: 6-12 months ### "Personalized CS support, 1 platform!!!" December 20, 2022 4.0 Pros One platform that takes care of all my customer service needs. There are also multiple ways that customers can contact and receive support. And the opportunity to look up the answer or solution yourself. The Real-time assistance is amazing! Cons I did have a couple issues integrating this with my previous platform, transferring over the information. Basically, I put all of the complaint and issues that were brought to my attention before zendesk those were handled by management personally. And then we started fresh with the zendesk previous issues and customers information and then created a brand new customer support with Zen desk. Review Source VR Verified Reviewer Software Engineer/Product Manager Computer Software Used the software for: 1-2 years ### "Great Helpdesk software!" July 2, 2018 4.0 Helped keep Helpdesk communication organized which made happier customers. Pros They had tons of super useful features and keep all tickets and support communication very organized. Cons There isn't much to complain about with zen desk. At the time our company used it, it had more features than we needed so we switched because it became cluttered, but it isn't something that would bug others. Review Source VR Verified Reviewer Writer Consumer Goods Used the software for: Less than 6 months ### "Exceptional Customer Service Made Simple" May 29, 2024 5.0 Pros is a customer service solution that has a lot of tools that allow you to seamlessly deliver amazing customer support. I like that you can use AI-powered bots to automate interactions. You can also track, organize, and solve all your tickets in one place. Cons The Ticketing UI has a complex interface that may be a learning-curve for some users. Review Source VR Verified Reviewer Head Of Customer Experience Internet Used the software for: 2+ years ### "Zendesk is Stuck in the Past" September 25, 2018 3.0 Pros Zendesk does everything you would expect it to, but is very limited in terms of advancements due to the antiqueted UI. Cons The UI is terrible. The layout for email templates to customers is very non-customer centric. Review Source dL deepti L. Technical Recruiter Staffing and Recruiting Used the software for: Less than 6 months ### "A great software to work efficiently" November 11, 2022 5.0 The query of people of can be solved in minutes it helps a lot to agent to give accurate replies by seeing the last tracks of the client. Overall, the most efficient work software. Pros The features of how to deal with escalation and queries help a lot. It is very easy to use. An agent can surf the tasks in very short time and replies the client efficiently. Cons The process of finding tickets is quite hard. But it can be managed. Review Source VR Verified Reviewer Account executive Information Technology and Services Used the software for: 1-2 years ### "Ticketing and tracking works great" January 15, 2023 4.0 Pros Very well done software for ticketing, good overview. my favorite part of Zendesk are triggers and automation. Cons Support is one of the worst I've ever seen anywhere. it can take weeks with no response to an issue Review Source FD Francesco D. Tutor didattico Research Used the software for: 6-12 months ### "Buon tool per la gestione di ticket a livello aziendale" March 20, 2023 4.0 Un buon software per la gestione nell'assegnamento dei ticket. Pros La possibilità di configurare in modo dettagliato la gestione di ticket per il supporto e per l'assegnamento a vari membri Cons Nulla in particolare, l'unica cosa che migliorerei è l'interfaccia grafica, rendendola forse esteticamente migliore. Review Source SkT Soon kit T. Enterprise risk officer Banking Used the software for: 2+ years ### "Good customer connection software" April 2, 2024 4.0 Pros Does all you need for first line customer service Cons Default software for customer service management. Good to startoff then decide what you need. Review Source VR Verified Reviewer Telesales Executive Used the software for: 1-2 years ### "good kit good idea " July 9, 2018 4.0 Pros linking our customers to our agents with ease no messing about just a simple portal with quick accurate responses customer complaints go down satisfaction goes up great investment Cons not the cheapest software from my understanding and as I did not implement this cant say what the cost is or what the customer service is like as a whole but as a user it was great Review Source Jennifer C. Office Manager Financial Services Used the software for: 1-2 years ### "Zendesk magic" March 17, 2020 5.0 So far its been great! I have no complaints with this yet Pros Zendesk is such a wonderful tool for call centers. I have worked in several. This software helps keep everything right in front of you (call history,customer information, etc) so its very easy to access. Cons Probably not the easiest user interface I have ever seen, but once you get the hang of it this is an awesome app. Review Source Maisie H. Team Lead Information Technology and Services Used the software for: 2+ years ### "Great Ticketing System" July 16, 2019 5.0 I love zendesk and find it pretty easy to use. I like how useful it is in everyday business setting. Pros Zendesk has many integrations and also different "triggers". This allows you to have tickets auto-assigned to specific agents with ease. I enjoy integrations with many different programs. Its been super helpful to my team as a ticketing system. Having internal notes makes it easy for us to keep track of requests. Cons I dislike that there is little functionality with Zapier or google forms. I wish it were a little easier there to create a ticket when someone fills out a form. Review Source VR Verified Reviewer Claims Resolution Specialist Used the software for: 1-2 years ### "I used Zendesk at my previous role and loved it. " May 4, 2018 5.0 Pros I loved the layout of Zendesk and how easy and clear it was to use. At my previous job, it was our primary way to communicate with customers, so I used it all day. Cons I wish Zendesk had been better about duplicating repeat requests from customers. This is a common customer service issue, and so far, I've never seen it successfully done with any other 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.