# Page 55 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 55 - Is Zendesk Suite the right Help Desk solution for you? Explore 4070 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/164283/Zendesk/reviews

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Zendesk Suite

4.4 (4070)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 15th, 2026

# Page 55 - Reviews of Zendesk Suite

## Showing most helpful reviews

Showing 1351-1375 of 4070 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

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

MZ

Moses Z.  
Associate  
Outsourcing/Offshoring  
Used the software for: 1-2 years

### "The experience your customer need. "

April 28, 2019

5.0

It has been great. It was really easy to integrate with our main website, support tickets have come with no troubles. Price is very reasonable and the support given by the company​ has been outstanding.

Pros

I really like everything about the tool. It is very easy to use, very manageable, and integration to third-party apps it's​ easy. You can add apps like Trello, Husky reports, and others. As well, you can see previous tickets submitted by the same users and add shortcuts​, which will appear on the right-hand side. You can see which staff member​ is working on tickets​, reports are very well done, which is helpful to keep track of the responses​.

Cons

I really have had no troubles with Zendesk. The only trouble I can remember is tickets not been delivery as they were stuck in the server. However, it was taken care of Zendesk personnel​ very quickly and worked was resumed. That would be the only con I had and not any other outage from Zendesk.

Review Source

JK

Jeff K.  
Director, Customer Success  
Computer Software  
Used the software for: 2+ years

### "It does what it does, but don't expect help"

August 25, 2020

4.0

We were using it track calls made to our support organization, and to track tickets created through other softwares. We pushed it into Salesforce.

Pros

It was easy to setup, and generally everyone has an integration or works with it. They are clearly the leader in the space for ticketing.

Cons

We literally could not do anything to get someone to help us with issues we had. Anything from billing, to support request to answering questions was a runaround. Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it. We were light users of it, and didn't warrant them answering all of our questions based on deal size, but it was still a nightmare.

Alternatives considered

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

Reason for choosing Zendesk Suite

We moved to Freshdesk from Zendesk

Review Source

VR

Verified Reviewer  
Analista del centro de soporte  
  
Used the software for: Less than 6 months

### "Improvement of productivity when sharing communication."

July 12, 2018

3.0

Improves the management of information and communication both inside and outside the company, helping ease the management of it.

Pros

The ease of communicating both public and private information, its practical design, intuitive and organized together its effectiveness at the time of creating macros to expedite the sending of information without the need to have advanced knowledge in the area of computer science. Allow the visualization of Zendesk management statistics and establish comparisons of my company in relation to others, allowing in turn to compare with different market areas that use Zendesk.

Cons

Not have the availability to send BBC in addition to having to download a separate program to have this and various functions that should come by default in Zendesk, at the time of creating the macros can not add emails that are outside the Zendesk systems.

Review Source

VR

Verified Reviewer  
International Member Services  
Transportation/Trucking/Railroad  
Used the software for: 6-12 months

### "A Customer Service Must"

December 5, 2018

5.0

Pros

Zendesk makes customer outreach easier than ever. As tickets and emails come in, Zendesk allows us to sort them by priority and get to what matters first. We only recently moved over to Zendesk, but I have been extremely impressed with the plug-ins and add-ons that are available to take Zendesk even higher.

Cons

None! After working with Zendesk a few years ago, and taking a break to test a few different programs, I can confidently say that Zendesk is the best option on the market today.

Review Source

VR

Verified Reviewer  
Owner  
Information Technology and Services  
Used the software for: 2+ years

### "Fantastic Help Desk Software"

March 21, 2019

5.0

Pros

I love the emails that go out to the end-user/customer. They're fantastically designed and very easy to read and follow.

Cons

It feels like Zendesk nickels and dimes you for features.

Review Source

TN

Tiffany N.  
Retailer  
Retail  
Used the software for: 2+ years

### "Great Software"

September 8, 2022

5.0

Wounderful very easy to use....

Pros

The software is so organized I love it..

Cons

The subscription cost could be less expensive but overall I can afford it.

Review Source

Briana B.  
Leasing and marketing ninja  
Real Estate  
Used the software for: 1-2 years

### "Made my job easier when needing to handle multiple issues at once "

April 2, 2019

4.0

It was more of a help than a headache.

Pros

The software has few “bugs” and it was very user friendly. It enables me to be present for anyone currently in person before me as well as chat with potential tenants and set the tours.

Cons

As a leasing manager, I found this to be lacking in terms of notifying someone that there is an unanswered issue.

Review Source

MP

Maija P.  
Operations Associate  
Information Technology and Services  
Used the software for: 1-2 years

### "Decent interface, though viewing all tickets relevant to a customer is not very convenient"

February 5, 2020

4.0

Pros

The Zendesk interface is user friendly and allows you to save customized form responses in order to quickly respond to common issues. You can easily assign tickets to team members and leave notes on tickets for internal use. You can automatically send out satisfaction surveys to gauge response effectiveness and easily disable the survey when you do not want the customer to receive one.

Cons

Tickets are not linked by customer/submitter, so it's not possible to see all conversations with a particular customer on one page. In order to see previous messages, you need to open them each individually in separate windows, which is inconvenient if you need to reference a previous ticket when responding to a current one.

Review Source

FP

Floor P.  
Global Support Manager  
Information Technology and Services  
Used the software for: 2+ years

### "Zendesk review"

June 15, 2016

3.0

Overall our experience with Zendesk is good, the system does what it needs to do. I do feel like there are not many changes coming into effect, while there are many things still to be developed. For example sending new tickets to clients look like they get a response on an open ticket, which doesn't make much sense. This has been reported many times over the years, but the issue remains.

Pros

I like that it's very easy to track the history of a client and the progress of agents, it makes it very easy to manage the team.

Cons

I think the Helpdesk can be improved, with way more flexibility. Now, you can only go three steps (category > section > article) while we need at least 1 or 2 steps more. It's also too easy to lose articles when translating them in 7 languages, they aren't stored anywhere else and are easy to write over without noticing.

Review Source

VR

Verified Reviewer  
Manager  
Consumer Electronics  
Used the software for: 2+ years

### "It has evolved over the years to the amazing CRM it is today"

June 25, 2020

5.0

Pros

How far it came. With Zendesk Explore you have a whole new platform just for analytics.

Cons

The time it took for Zendesk to invest in having better reporting and analytical data.

Review Source

Melinda S.  
Content Assistant  
Retail  
Used the software for: 6-12 months

### "Allows for multiple uses"

September 10, 2018

5.0

I assisted with implementation in the department and creating knowledge base answers. The overall installment and training was straight forward and easy.

Pros

The software itself fills most, if not all intake need for customer service related departments. It keeps all customer information in one place which creates better organization within the department.

Cons

There are still fixes that need to be made to create a smoother process like being able to create a note within the email without having to create a separate entry.

Review Source

SK

Siddhan K.  
Director  
Education Management  
Used the software for: 1-2 years

### "Best Customer support software"

June 17, 2022

5.0

Pros

Interaction with customer is very simple and any one can manage and provide live support from very user friendly comfortable zone

Cons

nothing as such. every thing is working fine

Review Source

VR

Verified Reviewer  
Founder  
Automotive  
Used the software for: 2+ years

### "Been using Zendesk as our ticket system for years"

September 6, 2019

4.0

Pros

It's pretty straight forward. It really helps keep all our tickets and emails organized.

Cons

Wish it had more features such as being able to upload or read attachments over 1MB.

Review Source

VR

Verified Reviewer  
SAP B1 Consultant  
  
Used the software for: 6-12 months

### "An efficient customer service ticketing and help desk system"

May 16, 2018

4.0

\- Efficiency in handling customer's requests - Provides a help center for your customers - Affordable for a small business

Pros

I liked the fact that Zendesk has a lot of options for customer support. You can create tickets, adding users and software. Zendesk also provides a help center where your customers can access a bunch of resources like FAQ's.

Cons

What I liked least about this software is the fact that it is not that that easy to learn how to use it. It's interface seems a bit complicated for new users.

Review Source

gM

gabriela M.  
Quality Analyst  
Pharmaceuticals  
Used the software for: 1-2 years

### "Very good product"

August 29, 2022

5.0

Pros

This software was very easy to learn how to use, it has helped improve our productivity within the company since now our agents are better at handling chats with our customers.

Cons

Have not found any cons at the moment. Their customer service has been great every time we have found any issue

Review Source

VR

Verified Reviewer  
Digital Editor  
Newspapers  
Used the software for: 1-2 years

### "Easy to use tool for bug reporting and tracking"

July 3, 2018

4.0

Pros

It's easy to add screenshots and links to any issue so we can report with as much detail as possible. Search makes it easy to find issues as well.

Cons

Sometimes it can freeze when you're uploading a file, though that happens very rarely. Adding people to an issue after the fact isn't as easy as it could be...at least as a user.

Review Source

MS

Matteo S.  
CEO  
Marketing and Advertising  
Used the software for: 6-12 months

### "Una piacevole scoperta"

December 11, 2023

5.0

Pros

Non conoscevamo Zendesk, abbiamo iniziato ad utilizzare questa piattaforma grazie ad un cliente che già lo utilizzava, abbiamo trovato una piattaforma agile, completa ed indispensabile per una buona gestione del sito web sia questo un sito che genera lead od un sito di e-commerce. Le funzionalità sono svariate e tutte molto utili

Cons

Non abbiamo riscontrato problematiche, la suite è completa, il prezzo forse a volte risulta poco accessibile per PMI

Review Source

VR

Verified Reviewer  
Marketing Manager  
Management Consulting  
Used the software for: 1-2 years

### "Perfect for Customer Service - Alright as a Project Management Tool"

January 8, 2019

5.0

Pros

It's certainly versatile. We use it for our internal ticketing system instead of its intentional application as a customer service platform. I love the options we have for responding to tickets in app, web, or via email.

Cons

We're not able to assign more than one person at a time to a ticket which can slow down ticket speed.

Review Source

Darren M.  
Co-Founder  
Hospitality  
Used the software for: 1-2 years

### "I use Zendesk for my company, it's the best customer service solution out there. "

May 4, 2018

5.0

Pros

I like the ease of setup - just include a few lines in my website and it goes. I also like that it can be integrated with other software, such as AI agents.

Cons

The learning curve for me has been steep. I don't always have time to manage the Zendesk account so I am investigating a service that uses AI to answer immediately.

Review Source

Steven C.  
IT Engineer  
Computer Software  
Used the software for: 2+ years

### "Best ticketing system out there"

April 30, 2019

5.0

Pros

Everything -- customer support, features, friendly UI!

Cons

Pricing and some features that come bundled with (we like built in chat support, but not everything else included!)

Review Source

LD

Ludovic D.  
Responsable IT  
Computer Hardware  
Used the software for: 2+ years

### "Zendesk is easy to use"

February 8, 2023

5.0

Pros

The interface il very friendly and it's clear

Cons

Th policy is not very beautiful to see the text

Review Source

ZK

Zee K.  
Sales Manager  
Retail  
Used the software for: 1-2 years

### "Great for all in one work solution"

January 9, 2023

5.0

Very good once you know how to use it.

Pros

Zendesk is great to have all order enquiries under one roof. There is no lost messages and you can track communication very easily on a ticket through the company.

Cons

Can be glitchy sometimes and there is a lot to learn on how to use it before you can use it.

Review Source

RM

Robert M.  
Customer service  
Banking  
Used the software for: 1-2 years

### "Good experience"

July 29, 2022

4.0

Good experience

Pros

Easy to use and an efficient way to handle customer service-related work

Cons

A little number of features. It is hard to compare to other products since I have not used other similar software. Overall, I had a good experience with Zendesk.

Review Source

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