# Page 58 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 58 - Is Zendesk Suite the right Help Desk solution for you? Explore 4076 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 (4076) 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 58 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1426-1450 of 4076 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AS Andrea S. Reviewer Computer Software Used the software for: 6-12 months ### "The best customer service software" January 4, 2023 5.0 I've had a positive experience working with Zendesk on a regular basis as the support platform for our internal users. So far, I've enjoyed how Zendesk sends alerts and how the ticket has handled the platform with simplicity of job completion, attaching material, and keeping a track of users and tickets. Pros I adore how simple and user-friendly the task management is. Cons There is a lot of flexibility and different options, but it's tough to comprehend visually and takes time to master. Review Source VR Verified Reviewer Content Manager Retail Used the software for: 2+ years ### "A simple tool that lacks some features" February 9, 2019 3.0 Pros Zendesk's search function allows users to easily find tickets. Cons Zendesk is pretty bulky and lacks the intuitiveness that other CRM tools carry. Review Source VR Verified Reviewer Team Lead Financial Services Used the software for: 2+ years ### "Great Ticketing Tool. Easy to use" March 31, 2019 5.0 It's very easy to use. Especially at Support for L1, L2 and L3 Zendesk play a big role as a ticketing tool and customers query, complaint and request can be handled in a polite way. There are two sections called Public reply and Internal note. A public reply is nothing but a formal reply to a user and in the note, we can add the required details in order to escalate the case to a further level. Pros Easy Ticket creation. Easy data analysis. Not much training required. Very few minitues require to understand the tool. Cons UI/UX can be improved a lot. Also, there should be option to send reply and internal note together. Review Source VR Verified Reviewer Customer Support Manager Computer Software Used the software for: 2+ years ### "Good, buggy, but good" October 16, 2019 4.0 It's good overall. They just need to work on getting out bugs better Pros Relatively easy to use and manage customer questions/issues. You can send in a ticket/email, call, and text questions via Zendesk. Cons It is super slow sometimes and will randomly go down. tickets can disappear and phone calls are directed weirdly sometimes. Review Source Sanket P. Head, Product & Customer Experience Computer Software Used the software for: 1-2 years ### "The best customer support tool!" December 18, 2015 4.0 With our growing customer base, we had outgrown our previous tool. Each our of users needed their our support login. We went with Zendesk, being the market leader. It also helped us automate our support activities and build a forum and user community. Zendesk is fairly easy to use and adapt to. Pros Easy customizations, ability to create forums, announcements, OOO, etc... Macros to automate certain business flows. Useful analytics Cons Poor support. Can take up to 2-4 days mostly after their product releases. FRT calculation is not provided OOTB for regular accounts. This is a pretty basic feature needed across the board. Features like exporting rating comments are also not available in our edition. Application is sometimes slow in access. Review Source VR Verified Reviewer CTO Internet Used the software for: 2+ years ### "Great customer support software for big business" May 23, 2019 5.0 Pros I really like the number of features that Zendesk provides. It’s a mature platform, that has evolved over the years and is one of the most trusted in its space. If you are managing a medium- to big-sized business, then this is the solution you’re looking for. It comes packed with features, customer have grown accustomed to it and they trust it. Cons If you are a startup or a small business, then it might be even too much for you, and I believe there are more suited solutions out there. Review Source VR Verified Reviewer Product owner Computer Software Used the software for: 6-12 months ### "Best ticketing, self-service, and customer support tool" December 25, 2022 4.0 The goal was to find a way to sell more to existing customers and improving customer service.And that's reduce personnel costs. Pros The very fast and fluid interactivity between the ticketing and follow-up tools Cons Too many buttons and useless emails sent to users Review Source Yassir S. Founder Marketing and Advertising Used the software for: 6-12 months ### "Great for managing multi-lingual support" September 10, 2022 5.0 Pros Easy to manage multi-lingual support operations (especially using Unbabel as an integration). Very easy to use for big teams. Cons Lags when having more than 3-4 chats open at once. Review Source HE Hanae E. Marketing Consumer Services Used the software for: 2+ years ### "Amazing " October 31, 2022 5.0 Pros Amazing software easy to use and very fast server Cons Nothing everything amazing no negative comment Review Source TH Tammy H. Customer Service agent Consumer Services Used the software for: Less than 6 months ### "Zendesk Suite is amazing to use" December 16, 2022 5.0 Pros What I liked the most was the fact that is a all in one place for me, whee I can find all related to the benefits of the company where I worked, also important tips of how to help customers with their daily inquiries. Cons Sometimes it crashes, but when back up it works just fine, and if for some reason there is a system outage 95% of times there may be caused due to a system upgrade. Review Source BG Bernardino G. Informático Telecommunications Used the software for: Less than 6 months ### "Zendesk , herramienta exclusiva de ticketing" November 12, 2022 4.0 La utilizamos varios meses pero finalmente hemos optado por otras opciones más económicas con perspectivas de conectar todos los departamentos de nuestra empresa, ya que trabajar por islas con diferentes softwares da a la larga bastantes problemas cuando crece tu empresa. Pros Puedes gestionar correctamente los tickets y solventar las incidencias con prioridades. Así como tener la funcionalidad de llamar, grabar llamadas. Cons Me parece demasiado caro en comparación con otros softwares que te pueden solventar lo mismo o incluso más y el mayor inconveniente es que necesitas conectar la herramienta con otros departamentos diferentes al de ticketing de la empresa y ahí es donde reside su punto más débil. Review Source SW Sim W. Freelancer Alternative Dispute Resolution Used the software for: 6-12 months ### "Task Tickets" January 5, 2023 4.0 Pros Customers able to reach using Ticket Submission were attended on time. Cons Though Tickets were submitted on time for me and my part-time freelancers to respond but when getting back to them, it takes some time and in not quick response. Also, when we forget to pay our subscription, customers were just keep sending in without notify them. Review Source iM isadora M. administradora Consumer Services Used the software for: 1-2 years ### "servicio y respuestas oportunas" January 7, 2023 5.0 muy buena. Pros facil de usar, permite trazabilidad con las necesidades y soluciones oportunas a los usuarios finales, contacto en tiempo real con los usuarios Cons siempre puedes haber mejoras en la experiencia con el usuario Review Source EM Emily M. Communications Manager Insurance Used the software for: 1-2 years ### "Zendesk is the Ticketing Solution We Needed!" June 10, 2021 5.0 We really love the reporting capabilities of ease of use in Zendesk. It's great to use! Pros We really like how user friendly the software is - no need to bug our IT team for tons of set up help, we were able to roll it out for our department no problem! Cons There are some extremely basic features, like viewing all tickets a user submitted on the user side, that are not included with a standard ticketing package. Seems really goofy. Review Source TS Todd S. VP of Sales and Marketing Plastics Used the software for: 2+ years ### "Effective customer experience tool" March 26, 2022 4.0 Zendesk is a simple, easy to use platform to manage our website communications with customers who either are looking to purchase or have purchased from us. If gives our company a sense of confidence in that our customers experience remains at a high level. Pros Our website customers can directly communicate to our Customer Service/Sales team on any product questions or purchase issues they may have. It allows us to address everything efficiently and effectively, with a "paper trail". Cons There is not anything to dislike about this software as it is ridiculously effective in servicing our customers and is effortless to use. Review Source NA Nawzad A. Agent Leisure, Travel & Tourism Used the software for: 2+ years ### "Zendesk review for call centers" September 21, 2022 5.0 Very satisficed. Pros Easy access and handy for online help and references. Cons Maybe creating tabs instead of opening new web pages for each topic, Review Source VR Verified Reviewer Co-Founder/CEO Computer Software Used the software for: 1-2 years ### "The best chat widget for the money" May 4, 2018 5.0 Pros We shopped around a ton for different solutions and Zendesk Chat is by far the best deal when it comes to chat widgets. Cons I wish it had feature parity with Drift, but considering the difference in price, ZD Chat gets the job done for us. Our customers appreciate it and we use it every day. Review Source SS Sophia S. Support Operations Supervisor Logistics and Supply Chain Used the software for: 2+ years ### "Great for customer experience tickets" May 29, 2021 5.0 We use zen desk daily and need this to respond to the customers Pros This is a great way to organize SMS and Email. They also have a sandbox option which is for training and testing tickets so new people do not have to be on real ones right away. Cons As an admin, there are many features to use. It is overwhelming how much can be adjusted and customized that I don’t know where to begin Review Source VR Verified Reviewer Director of Customer Success Education Management Used the software for: 6-12 months ### "Zendesk did not work for my small team - it felt clunky and confusing" November 10, 2017 3.0 Pros Zendesk had many bells and whistles, but many of them were just too confusing for my small team. I liked that we could create canned responses and set away messages and auto responses. Cons Zendesk felt like it could work for a massive support team, but for my small support team of 2 people, it felt clunky and like more work than it was worth. I tried using their chat platform for a couple weeks, and it was extremely confusing and hard to use. Review Source CM Clint M. Desktop Support Analyst Information Technology and Services Used the software for: 1-2 years ### "Decent Ticketing system" August 21, 2021 3.0 Pretty good ticketing software but not my top choice. Probably top 5 I have ever used. Pros I like the ability to merge tickets and the option to delete tickets without notifying the user. Especially ones that we have no control over, like printer issues that the print vendor handles. Cons That each user has to be individually licensed Reason for choosing Zendesk Suite Cost and functionality Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Needed better asset tracking Review Source VR Verified Reviewer BI Specialist Information Technology and Services Used the software for: 1-2 years ### "Software semplice molto utile" May 5, 2021 5.0 Pros Utilizzo questo software per la gestione dei ticket all'interno della mia azienda. Ha molte funzionalità ed è molto facile da usare. Si possono implementare molti automatismi, come ad esempio il fatto che quando arriva un ticket, venga assegnato in automatico ad un agente deciso in anticipo. Lo trovo davvero utile perché ci permette di gestire i ticket che arrivano non molta facilità. Inoltre ha anche la possibilità di consultare e creare delle statistiche riguardanti i ticket e gli agenti. Cons Alcune funzionalità sono un po' più difficili da comprendere e da implementare e la parte reportistica potrebbe essere un po' migliorata. Review Source VR Verified Reviewer VP Engineering Consumer Electronics Used the software for: 2+ years ### "Search can be made better" October 10, 2018 4.0 Mixed bag Pros Ticketing APIs and app ecosystem to integrate is pretty good Cons Search is horrible and needs serious improvisations Chat is dumb Review Source Nathalia D. Customer Care Intern Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "I helped the company I worked for implement ZenDesk in the customer care department" September 28, 2017 5.0 It made dealing with tickets so much easier than emailing. It is so much more efficient and user friendly once implemented. Pros I loved how easily it can be changed to fit the exact needs of what my department needed. My team and I made it so that the processing time for each ticket was so much smaller than before. It was an engineer's dream Cons It took a really long time to implement. Because it can be made to be very specific, it took us a whole month to get it perfect. Review Source BT Bt T. Administrator Education Management Used the software for: Less than 6 months ### "Good for tracking, terrible for conversing" December 16, 2021 2.0 Pros For simple, process-driven interactions and tracking of conversations between a customer and different areas of an organization, it is beneficial. Cons In comparison to even the most basic communication tool, like email, this interface is clunky, requires multiple steps to add contacts/followers into a conversation, send a message, and more. It also has taken MONTHS of training to get staff oriented with it, and glitches all the time. It is also HIGHLY impersonal in terms of the actual interactions which, in education, is a severely problematic approach. Review Source Chris H. CEO Information Technology and Services Used the software for: 1-2 years ### "Solid ticketing System" November 6, 2020 4.0 Zendesk is a market leader and a solid ticketing system Pros Zendesk is great for keeping track of incoming support tickets - Workkflow is good - Good integrations - Scalable Cons A few things that are cons for Zendesk are as follows: - Pricing for more members becomes high - Need to train new hires well Review Source Talk to a Capterra advisor for free and get results within 15 minutes.