# Page 59 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 59 - 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 59 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1451-1475 of 4076 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Head of Strategy & Strategic Planning Internet Used the software for: 2+ years ### "Great in many cases, but not always" February 24, 2019 4.0 Does what it has to do for CS agents. For more advanced things you need the Enterprise licence which is quite expensive. Pros Our team with CS agents can easily work through their tickets in Zendesk. For the agents, it's a very useful tool and I think also an effective one. They see what work needs to be done and it's easy to manage by whom. Cons It's not always that easy to configure things as we would need. In such cases also the customer support is not that great. Some of those (little) things are often only supported when you have the enterprise version. However, it's not worth it to pay that much extra for only small tweaks in the system. With a large number of CS agents, the costs are quite high. I'm also not a fan of the Zendesk Guide part. It's not that easy to manage FAQ articles, sometimes it takes ages to figure out how something works. Review Source Luke T. Customer Service Industrial Automation Used the software for: 1-2 years ### "Usefull website contact system" December 6, 2018 5.0 Pros Its easy to use and set up, nice notification systems so its fine running in the background and collects plenty of website data, and the translate function really helped with a number of customers Cons It can come across as a little restrictive with the additional functions costing more Review Source JB Jean B. Training specialist Consumer Services Used the software for: 1-2 years ### "Zendesk simple and easy to use" September 14, 2022 5.0 Pros The ui is very pleasing to the eye and simple to use Cons The amount of features to reply to tickets is lacking Review Source SS Sam S. Operations Manager Used the software for: 1-2 years ### "A very effective CRM Solution" May 10, 2018 4.0 Pros The real-time multi-channel customer support utility using this tool makes it one of the best CRM tools which I have ever used. I used to manage telecom, email, chat & social media campaigns using this tool, via my laptop and smartphone too. It is an efficient tool to improve the Customer Support Operations. Cons I didn't like the mess which used to be there after a point of time in emails & repeat tickets due to unresolved issues. I had to put in extra efforts to get things right, whereas if there was some sort of automation to reflect multiple tickets or communication from one single customer by default, then it will make the life of a user/administrator easy! Review Source Catherine M. Accountant and Travel Administrator Higher Education Used the software for: 6-12 months ### "Zendesk was the original software use prior to SalesForce to keep track of help desk tickets." June 14, 2018 3.0 Being able to track and create help desk tickets and keep others within the loop was very useful. The success is only as good as the participation and that seemed to be a problem. Pros I think the fact that it housed all of the tickets in one place made it more manageable. It also seemed to make locating old tickets fairly easy. Cons The negative item was how often we would have to reset passwords as well as being able to pull up the string of activity behind the request history. Review Source Mauricio O. Business Analyst Real Estate Used the software for: 6-12 months ### "Great tool for customer relationship" September 7, 2022 5.0 overall it is a great tool to interact and communicate with customers Pros is a lightweight tool and very easy to navigate. New employees end up learning quickly to relate to customers Cons could have a more interactive navigation between records and histories Review Source John H. Brand Manager Used the software for: 2+ years ### "We use Zendesk to communicate with our programming team" May 14, 2018 5.0 Pros The support platform allows us to easily communicate with our programmers. The archive keeps track of requests to the various websites. The ticket structure keeps track of how many requests we've made, which helps us gauge the effectiveness of our programmers. Cons I'm not sure if it's our setup, but tickets seem to expire too quickly. After some time, if I need to make an addendum to a request, I need to create a followup to the ticket, which creates a whole new request. Review Source IS Ishan S. Come Founder Computer Software Used the software for: 2+ years ### "Increases Interaction With Customer" January 23, 2019 5.0 Happy with the product and the feature of real time conversation with the user. Pros \- With the help of Zopim i got the opportunity to interact with the people on my website in real time. - Very nice mobile application for chat. - Love the instant email which are sent to the admin when a message is left on the website - The offline mode is very helpful to ensure we dont loose customer Cons \- I wish the design of the pop up window could be customizable - Good features are made available to users for free so cannot complain much :-) Review Source Italo P. Supervisor Used the software for: 1-2 years ### "Easy-to-use support application" March 23, 2018 4.0 It is a very good application to track the problems of users Pros In my opinion Zendesk is a great ticket management application and it is easy for customers to request assistance Cons It's a bit expensive I can´t think of many things that I don´t like but sometimes the problem is user training Review Source JS Jenesa S. CSR Consumer Services Used the software for: 1-2 years ### "Zendesk Review" July 9, 2022 5.0 It's useful when it comes to communicationsvia emails. In think it's more reliable if they will put some label if which team that specifically agents coming from. In that way you will identify if that is coming from fraud Dept, CSR dept, etc.. Pros What I like the most about this software is that we just needing to accept the request call first before we spoke to the customer. Unlike other tools that its automatically received calls. Cons What I did like least in this software is the option were where you can't put collor on it. Review Source VR Verified Reviewer Human Resources Assistant Consumer Services Used the software for: 1-2 years ### "Great Tool for Customer Service" September 10, 2018 4.0 Pros Zendesk allows you to integrate as many apps as possible to it, allowing you to keep track of projects in tools like Trello and Jira. Cons Zendesk can be a bit buggy sometimes, not allowing you to merge tickets unless you refresh the page and some integrations not working properly. Review Source VR Verified Reviewer Web Developer Hospitality Used the software for: 2+ years ### "Can be great depending on how you use it." September 25, 2018 4.0 I have had very different experiences with Zendesk, from a great experience where the company requested exactly what they needed and gave me a clear way to enter the information to a terrible experience where I kept getting kicked back and fourth between departments while they figured out how to help me. Pros Zendesk has a lot of great functionality that can translate into a useful customer experience as long as you clearly define what you want from customers. Cons When Zendesk is poorly setup it is a frustrating experience for a customer as the assistance provided will be sub par. Review Source VR Verified Reviewer Technology Architect Insurance Used the software for: 1-2 years ### "Zendesk is good tool for customer support" December 9, 2022 3.0 It makes rhe organisation to manage the customers through support ticket process in effective way Pros The tracking of the issues end to end with all history details Cons Nothing coming as of my mind, seems all features are good Review Source LF Laurent F. Responsable R&D Insurance Used the software for: Less than 6 months ### "la pire expérience support qui soit !" January 11, 2022 2.0 Zendesk est un excellent service de support. Malheureusement, en terme d'assistance technique ils sont aux abonnés absents. Alors qu'ils prévoient contractuellement une assistance téléphonique, celle-ci n'est accessible que d'eux vers leurs clients (impossible de les appeler). Il reste alors à faire une demande d'assistance avec le Chatbot le plus stupide du net ! Je cite à l'envie : demande de se connecter pour s'identifier alors que vous êtes connecté (donc impossible de s'identifier), demande de s'identifier par un code envoyé par email qui arrive une fois sur 4 et lorsque l'email arrive le code est absent (donc impossible de faire une demande), etc. Parlons enfin des délais de réponse de Zendesk : minimum 3 jours ouvrés pour obtenir une réponse le plus souvent demandant des précisions donc encore 3 jours pour avoir une réponse... En fait, il ne faut pas avoir besoin d'eux ! Si vous vous plaignez de leurs carences, ils vous proposent de vous communiquer les coordonnées d'intégrateurs ! En résumé, si vous n'avez pas le budget nécessaire pour vous payer un intégrateur et que vous n'êtes pas hyper patient il vaut mieux ne pas choisir Zendesk. C'est paradoxal : un des meilleurs services de support client du marché propose à ses propres clients la pire expérience support qui soit ! Pros Performant et efficace. Procure une excellente expérience pour l'utilisateur final Cons Service client Zendesk pouvant prétendre à être le plus mauvais du monde Review Source Daniel K. Founder Information Technology and Services Used the software for: 6-12 months ### "Excellent CRM and Ticketing system" May 31, 2022 5.0 Zendesk was the first professional web-based CRM I tried, and I loved it. It's intuitive, easy to use and very complex and Pros Beautiful interface, easy to use and very powerful Cons It's cost a pretty penny and you have to make an annual commitment Alternatives considered [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[Sage CRM](https://www.capterra.com/p/227247/Sage-CRM/)[Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Zendesk Suite Best looking option! Review Source hA haroon A. Acting lead officer Financial Services Used the software for: I used a free trial ### "Good experience " February 26, 2023 4.0 It doesn't provide security to send data as we use secure share point folder link sometime. Multi agent conversation needs to be more productive. Overall experience is good Pros The too many commutation channels are the most like feature in this app Cons It doesn't provide security to send data as we use secure share point folder link sometime Review Source VR Verified Reviewer PCI Consumer Goods Used the software for: I used a free trial ### "Feature Reach Customer Service Software" May 20, 2022 5.0 Zendesk has been a game changer for my customer support operations. After switching from a different service, I have been able to cut my response time in half, and increase my customer satisfaction by a healthy margin. With the ability to manage multiple support teams, I am able to answer questions, solve problems, and help my customers in a matter of minutes. Pros Zendesk has been the best customer service tool I've used. The easiest part of using Zendesk is the frontend. It's easy to navigate and makes it easy to see all your tickets and responses in one place. The backend is also easy to use. The best part of Zendesk is the automations. There's a ton of automations you can use to make your life easier. I've had success using these automations to keep my tickets at a manageable level. Cons It has very high learning curve especially advanced features such as automations and custom dashboards Review Source VR Verified Reviewer Client Partner Program Development Used the software for: 2+ years ### "Simple y cumple un abanico de soluciones muy amplio" April 5, 2022 4.0 Muy buena, siempre que puedo lo recomiendo. Pros La suite completa que entre sí interactuén. Cons Que esté en varias plataformas diferentes. Review Source Tim M. Software Engineer Civic & Social Organization Used the software for: 2+ years ### "Zendesk is an industry leader for support, although it could be more modern." June 22, 2018 4.0 Zendesk helps me support users of our website and products outside of email. This helps us route requests to the right people. Pros Zendesk enables our organization to support tens of thousands of requests each year. Its tagging and assigning helps funnel requests to the right people. I love the playlist feature that helps me rapidly respond to people. Cons It can feel dated. I more modern interface and advanced chat functionality would be appreciated to compete with other options that are out there. Review Source KL Kalie L. Project Manager/Customer Support Health, Wellness and Fitness Used the software for: 1-2 years ### "STOP clogging your email inbox! " April 16, 2019 5.0 Zendesk helped our customer support team to become an efficient machine. Knowing exactly how many tickets needed to be tended to and the importance each was something that a regular email inbox could not have taken care of. Pros What's not to love?! I'm sure if you are reading this you are looking for software that will help you manage the insurmountable problem you are facing with the many emails that are in your inbox. Zendesk is GREAT when you are looking for an organized way to tackle this mess. With the ability to name your contacts and respond to emails that come in through Zendesk you customer service department just regained their lives. Email inboxes are often times flooded and it is difficult to decipher whether or not you have responded. Here you can see just that by marking the tickets at different levels (closed, pending.. etc.). These feature among the many others are what makes Zendesk so great! The add-on's and the ability to sync with other systems is great as well! Cons Honestly loved everything about Zendesk. Never had an issue with what I was trying to accomplish. Review Source SR Sierra R. Communications Specialist Music Used the software for: 1-2 years ### "Keeps Communicating Easy" December 9, 2022 5.0 I would say Zendesk is a great tool for handling communications with customers from all over the world. It enables your team to take ownership of the messaging and streamlines the emailing process. Pros We use Zendesk to manage communications with our customers. It helps us manage all questions and concerns in a timely matter without cluttering an inbox. Cons Occasionally we have issues with not all communication from a customer coming up when replying, but it rarely caused an issue. Review Source PR Phil R. Photographer Photography Used the software for: 1-2 years ### "Zendesk is a great tool " January 11, 2023 4.0 Pros Zendesk CRM is a great solution for a support team. Cons The ability to track account-level activity can be cumbersome. Review Source RP Richard P. Chief Innovation Officer Used the software for: 6-12 months ### "Limited functionality but extremely easy to implement, onboard users and start using" July 18, 2017 5.0 Pros \- Intuitive and easy to use. - Well designed UI. Pleasant to the eye. I always knew what to do next. The way that it is designed makes it easy for me to know what is my next step always. - It has apps that can be integrated. For my case, I was able to integrate with chat software Zopim. - It has an analytics feature that we used to keep track of our support teams performance. - Low start-up cost with high functionality. - Integrated with our phone service. Cons \- Limitations on customization. I could not customize the stages of each ticket. - The only thing I don't like about Zendesk is the way they handle support through emails. Multiple clients complained that they always receive a copy of their own email whenever they email me on a Zendesk email thread and I could not turn that off. Review Source VR Verified Reviewer Digital Project Manager Marketing and Advertising Used the software for: 2+ years ### "Simple Ticket System" March 11, 2020 4.0 It’s a great tool and we don’t plan to replace it. It’s helped us stay organized for years with some very big clients we manage. Pros We use Zendesk for tracking and submitting changes to multiple websites we manage. Zendesk is great for keeping a close eye on when new tickets are submitted and also when they most recent response was sent to the client. It’s keeps us organized so all tasks are under one umbrella. Cons The output charts for hours by project are a big underwhelming, and the colors at times almost blend into each other. Review Source Frank I. Country Support Specialist Market Research Used the software for: 6-12 months ### "For Customer Support, Look no Further!" January 26, 2019 4.0 Pros As a support specialist, I believe Zendesk is an amazing and vital tool for our company. I enjoyed how easy it was to learn how to use it, and the simplistic UI. More importantly I love the quick predefined responses, its ability to bring up customer messages from multiple channels; our app, social media, our website and email. Cons Though there’s a spell checker on-board, It lacks support for some languages i.e Swahili. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.