# Page 54 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 54 - 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 54 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1326-1350 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Michael L. Head of Customer Service Ops Financial Services Used the software for: 2+ years ### "Zendesk is picking up their game." July 18, 2019 4.0 Pros I like the new reporting options. It has saved me SO much time. Cons I absolutely hated the previous reporting. Having to drill in and figure out how to run simple reports was extremely painful. Review Source DC Davide C. IT developer Information Technology and Services Used the software for: 1-2 years ### "Zendesk...Good but...." April 12, 2022 3.0 Pros The ability to manage all reports from various customers Cons The management of the hourly balance at the end of the month, management of too much complicity of the SLAs, management of confusing information Review Source MS Mark S. CEO Health, Wellness and Fitness Used the software for: I used a free trial ### "Horrible Cusomer service" August 12, 2019 1.0 2 thumbs Down Pros Features seem great if they actually had people that took accountability for their ways and actions. Cons I scheduled appointment for a demo I briefly message a sales rep she told me that we would do a demo at a time that worked for her schedule. I blocked out my time for myself and I asked my CFO to be and on the call So if we liked the product then we would proceed with purchasing it. We waited for 45 minuted and we heard from nobody from Zendesk. I later on got a email from the same sales rep saying that she apologized for being late for the call and I message her back trying to work with her, by Replying back to her email but I never got another response back from her again. A whole week went by when I decided to call Zendesk 1 800 number. I spoke to a Rep on a phone about the situation she acknowleged and apologize for the inconvenience that this caused me. She told me she would get in contact with the same Rep that's when I specifically told her that I did not want to speak to that Rep anymore, She said that she understood and would have somebody else call me and we set up for an exact time for a new Rep to give me a live demo call. I waited again for this phone call at the time that we both agreed on and a whole hour went by when this same rep that I told I did I want to speak to called me. She never apologized nor did she acknowledge the fact that she was wrong with standing me up. I had to remind her that she's sent me a email Saying that she was sorry for missing our first appointment. (Still no apology) I never even signed up with this company yet Review Source KJ King J. Graphic Designer Design Used the software for: 2+ years ### "Zendesk In Their Bag" April 4, 2023 4.0 Great for business Pros Its comprehensive set of features, including advanced analytics and automation, empowers businesses to deliver seamless customer experiences. Cons can be overwhelming for small businesses due to its extensive features and steep learning curve. Review Source DB Destiny B. Bartender Food & Beverages Used the software for: 6-12 months ### "In a state of Zendesk" June 4, 2024 4.0 Pros I like how quickly the customer support team is Cons I’m not a big fan going threw all the frequent questions before you get to a agent Review Source SS Shivani S. SEO Executive Marketing and Advertising Used the software for: 6-12 months ### "Best CRM Software" August 4, 2022 5.0 Pros We can easily manage the leads data and this provides all the data like phone, emails in one place. Even we can get the real time updates. We can make the customer experience much better by analysing analytics data on zendesk Cons As of now nothing to dislike about this software because it really helps in managing all the leads data. Review Source VR Verified Reviewer Business Development Manager Airlines/Aviation Used the software for: 1-2 years ### "Great customer service software" June 13, 2018 5.0 We use Zendesk for our customer support Pros Ticketing system works perfectly. Pricing is pretty affordable. User interface is very friendly and intuitive. Does not take a lot of time to be a PRO user. Cons Not a lot of things I do not like about Zendesk. The one think I can mention is that it would be great to have an option to attach large files to tickets. Review Source Jean A. Customer Service Representative Banking Used the software for: 1-2 years ### "Making Customer Service Management a breeze" February 3, 2019 5.0 I am using Zendesk to answer customer queries regarding an ecommerce store through multiple platforms. Pros The workflow - easy to open new tickets and classify them as needed. Macros are simple and efficient. It cuts down on time spent answering emails and messages, with everything synced to one place. Cons Honestly, I don't know how I would have designed it better myself. Review Source VR Verified Reviewer IT Manager Information Technology and Services Used the software for: 2+ years ### "Zendesk ticketing system" November 3, 2022 3.0 Pros I do like how easy it is to navigate the system and to setup features. Cons I like the ease of use but would like to see more functionality built into the platform at mid-grade subscription tiers. Zendesk almost forces you to pay to play type of subscription service. Review Source CL Claudine L. Logistics Associate Design Used the software for: 2+ years ### "Zendesk Experience" July 15, 2022 5.0 Pros Zendesk has a really nice system interface and It's not complicated to use. Overall, I find Zendesk really helpful. Cons Probably, the errors we encounter when solving a ticket but those are due to system maintenance which don't usually happens. Review Source Giorgi G. Used the software for: 1-2 years ### "Bring the price down 30-40% and this will be the best platform ever for Customer Support." November 8, 2016 5.0 The service of Zendesk is simply the most advanced CS platform I've ever seen. Their platform functionalities and the integration level from the perspective of service adaptation to the business units is simply outstanding from other similar platforms. Furthermore, the experience I had with Zendesk Helpdesk people while I was setting up this for my client-company left me with a big respect for them. People over there are simply the experts of their jobs, thus, providing the valuable support at the highest level possible. I'd say, the only disadvantage with Zendesk and one of the most important aspect is the price. It simply unbearable for the small-sized companies as well as in some cases, for medium companies to afford the increase of the agents and services while the company scales up. Pros Extensive functionality Easy of use Expert Helpdesk Cons High pricing. Review Source CB Clinton B. VP Operations Information Technology and Services Used the software for: 2+ years ### "Easier to Cancel your Credit Card than Try and Cancel with Zendesk" April 4, 2022 4.0 Pros Easy to use interface for ticket support management Cons Canceling or downgrading is worse than pulling teeth. \[SENSITIVE CONTENT\] (tried chatting to get a rep to help cancel our account before renewal) closed out my chat request without a response after asking what I needed. Terrible sales service. You cannot adjust your seats without getting to someone and they just shut down their email so you have to either use the chat app in the service or find a link on their helpdesk for another chat.. Review Source VR Verified Reviewer Performance Coach Internet Used the software for: 2+ years ### "A chat tool for web users" May 13, 2020 3.0 If you use all , Chat it's a great add-on, and it's cost per agent it is fair enough when compared to all the metrics you can gather. Pros It can help support teams to obtain metrics, SLA and agents performance with assertiveness, inside Zendesk ticketing tool (which can organizes user contacts with your company) Cons For customers, it's very limited when adapting to mobile apps: you can't send images or videos (only at pc-based web browsers). For agents (customer services rep.): it lacks the ability to customize in depth, and it doesn't feature a great UI. Review Source IT Isha T. Assistant Brand Manager Food & Beverages Used the software for: 6-12 months ### "Brilliant helpdesk" August 26, 2023 5.0 The experience with has been complementary. Pros The thing I like the most about Zendesk is its ability to cater to our customers queries in a systematic manner. Cons There is nothing that I dislike about Zendesk because it is incredibly easy and convenient software. Review Source EL Erin L. Marketing Manager Retail Used the software for: 2+ years ### "Stay Organized And Efficient With Zendesk" April 5, 2021 4.0 Pros Zendesk is user-friendly and automatically creates tickets based on custom triggers you set, making teams more efficient and organized. It helps to ensure customer communication is handled in a timely manner and nothing falls through the cracks, with a transparent paper trail of all two-way communication. Cons Zendesk is on the more expensive side, especially as you begin to add on additional features, which can be tricky. One thing that would be helpful is advanced analytics, beyond what's currently included, to back-up any assumptions on daily customer interactions. Review Source KG Kenneth G. Call center Director Financial Services Used the software for: 2+ years ### "Zendesk review" October 28, 2022 4.0 Pros Zendesk allows for easily keeping track of communication with customers who don't call. You can respond and interact real time. Cons None. I think zendesk is essential for any business where customers write in vs calling. Review Source David C. Quality Assurance Manager Computer Software Used the software for: 6-12 months ### "Simple to use support ticketing application" March 13, 2018 4.0 it allowed us to host our support portal and knowledge base in one system. we could automate responses to customers based on keywords they sent in their support tickets that reduced our need to personally answer each and every ticket Pros Internal/external messages make chats in a support ticket easier Simple to use and find our way around (great organisation) Allowed us to provide a knowledge base of FAQs easily to our customers Cons Expensive Quite difficult to email external people out of support cases (i.e people not connected to the ticket) Review Source priya G. marketing manager Used the software for: 1-2 years ### "zendesk live chat is one of the best software that can be used for business purposes." May 9, 2018 4.0 Pros zendesk chat has easy to use interface.Also, you can integrate it into your website by following some simple steps. It allows you to interact with your clients on live chat and answer their queries in just minimum seconds. Cons In free plan you can only serve one chat at a time. To serve concurrent chats you have to opt for their paid plan. Review Source CJ Channing J. Account Manager, Manager Information Technology and Services Used the software for: 6-12 months ### "Great communication with sales teams" August 4, 2023 4.0 Pros I like the ease of access to have visibility into large amounts of tickets. The categories to divide between work nice. Cons The functionality of viewing your own personal tickets can get confusing. There's a lack in finding what tickets you specifically own and timelines around them. Review Source VR Verified Reviewer Lead Backend Engineer Computer Software Used the software for: 1-2 years ### "Great solution for Knowledge Base and Customer Support Center." October 6, 2017 4.0 Easy support center vs giving everyone access to one email. Great knowledge base vs running our own custom Knowledge Base. Pros UI is clean and nice. Features work as advertised. Knowledge base is a great too for internal team and external users. Cons For an entry level company, support could become pricey because of multiple agents. Price is my only gripe with Zendesk. Review Source Bryan F. Support Associate Consumer Services Used the software for: 2+ years ### "Excellente support software" November 13, 2019 5.0 I enjoy working with Zendesk, it's UI gives me a great work atmosphere. Pros I like how Zendesk have different support tools like chat and emails. Cons When it gets too cluttered it sometimes gets a bit slow. Review Source DK Daniel K. Senior Support Expert Lead Information Technology and Services Used the software for: 2+ years ### "Overall best support ticketing system, but...." May 23, 2019 5.0 Overall, I would recommend Zendesk for startups and larger companies as it covers a wide area and multiple use cases. Also Zendesk has easy integrations with other softwares. Pros It can do an immense range of actions. Multiple teams can use Zendesk within a company (sales, customer success, support, etc.). It is a very diverse tool and also easy to implement API or other apps from the marketplace. Once you get used to Zendesk it is very good to work with on a daily basis. Cons There are some actions which surprisingly you cannot do. Features which have been requested for over 3+ years on the community forums. Review Source EB Ekaterina B. Executive director Information Technology and Services Used the software for: 2+ years ### "Zendesk helps to communicate" February 21, 2019 5.0 We recommend our clients to integrate Zendesk products on their websites to increase the number of leads and to make the communication easier. It really works. Pros I have been using Zendesk products, especially Zopim for a while and can say, that there are very useful, well-developed and have fair prices. By integrating Zendesk products on your website you can significantly increase the number of leads and improve your business. Even free trials have all the functions that small business is in need of. Cons Actually, I like everything about Zendesk products. I think they are the best in their niche now. Review Source hB harshini B. Assistant manager Food & Beverages Used the software for: 1-2 years ### "Easy to use live chat feature" January 8, 2023 4.0 Pros AI questions and answers are very good and helps in managing business effectively Cons It is not user friendly when it is offline (administrator) Review Source VR Verified Reviewer Marketing Project Manager Used the software for: 1-2 years ### "Ideal Helpdesk Application" May 3, 2018 5.0 Pros What I appreciate most in Zendesk is the live chat option, that is unique when compared to other helpdesk systems. The user interface is neat and friendly and the cost is affordable Cons It is impossible to customize reports from the UI front end. You need to manipulate the back end services for this, requiring the services of an expert 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. 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