# Page 6 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - Is Zendesk Suite the right Help Desk 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 6 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 126-150 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SL Sapph L. Communications specialist Public Relations and Communications Used the software for: 2+ years ### "Comprehensive platform for providing customer service, with a few features that can be improved" October 1, 2024 4.0 Pros It offers a lot of features such as SLAs, automations and triggers so you can customize it to your needs. It's great for a medium to large support team handling numerous tickets. Set up correctly, it's rare for tickets to fall through the cracks. The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more. You can add apps as well that extend Zendesk's functionality such as read receipts and more. Cons The email feature is somewhat lacking. It isn't possible to send test emails to yourself to check how emails look, so you have to create test tickets that trigger certain emails you've added to automations or triggers. Though they support multiple brands, you can't use a different email template for each brand. For testing automations, it would be helpful if you can select test tickets to quickly run through all of the automation conditions. Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a test ticket that match the conditions, which isn't ideal. Review Source AG Aviral G. Manager Business Supplies and Equipment Used the software for: Less than 6 months ### "Great tool to handle customer queries" April 4, 2025 3.0 Overall it is good tool to respond to your customers quickly - it is very good for you if you're in ecommerce and you get lot of customer support queries. Pros Zendesk is nice and centralised way of sorting issues we get through live chats, or email tickets. The UI is clean and easy to steer and automation feature helps in saving time. Cons Price is little bit high also if the number of people increase in your team, you have to pay extra- also some parts of the set up are in the admin side are not very easy to go. Review Source CM Celeste M. Head of Partnerships Alternative Medicine Used the software for: 6-12 months ### "Zendesk Suite for a Zen Life! " April 3, 2025 5.0 Pros Makes it easy to handle tickets that could otherwise be unorganized Cons The interface can be a bit confusing but they make up for it in functionality Review Source VR Verified Reviewer Graphic Designer Graphic Design Used the software for: Less than 6 months ### "Clear communications" November 10, 2024 5.0 Overall for design teams or freelancers working in client-facing roles, Zendesk can help streamline workflows, improve response times, and enhance communication. Pros From a graphic designer's POV, it's helpful for managing client communications, feedback, and project requests. Cons For designers more focused on creative tasks and don't have a significant customer service component to their work, the full suite of zendesk features may feel unnecessary. Review Source PS Protima S. Member Services Executive Consumer Services Used the software for: 2+ years ### "Very helpful tool for customer services with multiple options : Chat, Email, Messaging, Calls" August 24, 2024 5.0 It makes day to day tasks easy. Chat, Email, Messaging, Calls options to do the daily tasks. Internal notes option helps to keep track of the status of the tickets/concerns. Links of Guru, Atlas can be attached for references. Multiple tasks and concerns can be handled together. Pros Multiple helpful tools like email, voice, text messages, internal notes and live chat to communicate with the customers. Cons All tools and options are helpful. All is good. Review Source KH Krystle H. Accounts Receivable Specialist Accounting Used the software for: 6-12 months ### "Use Zendesk to improve customer satisfaction and manage all functions needed" October 31, 2024 4.0 It's a great platform for customer support, managing tickets and multichannel support. I feel like it improves our customer interactions Pros I like that it combines multiple channels like email, chat, phone, and social media- also works with 3rd party tools like Salesforce. It is scalable which is great for our growing company Cons It can be expensive for smaller companies, it is also hard to set up (per our IT dept) Review Source HT Haruki T. Sr. ADR Computer Software Used the software for: 6-12 months ### "A solid live chat solution " January 19, 2025 5.0 Pros I like how quickly I'm able to chat with prospects and help address any questions they have. The integration with our CRM allows me to track my interactions and access existing data of the prospect & their company in one place. Cons It's limited in some capabilities with automating the initial interactions and AI conversational features. I've occasionally noticed a lag time in notifications which has impacted response time. Review Source DT Dharmendra T. Technical lead Computer & Network Security Used the software for: 2+ years ### "Support admin for zendesk" October 12, 2024 4.0 This is one of the good tool I have used through out my carrier Pros This tool provide user friendly interface which help end user. Cons I think integration with third party tools can be improved Review Source AD Armando D. Technical support Computer Games Used the software for: 2+ years ### "Clean and usable" October 21, 2024 5.0 I have more than 7 years of experience with Zendesk and I've always enjoyed working with it. Pros The interface and the usability. It's very well organized and "clean". Cons There are no particular things in Zendesk that I don't like. Review Source SO Sophie O. Head of ecommerce Retail Used the software for: 2+ years ### "L'outil incontournable de la gestion de service client" September 20, 2024 4.0 Les différentes équipes customer service que j'ai managé utilisent ce service depuis des années. Zendesk est l'outil incontournable pour accélérer la gestion des tickets. Pros Zendesk est un outil incontournable pour gérer efficacement les tickets clients. Les outils annexes comme la création de FAQ sont très simples et utiles pour les clients. Cons Le back office et le paramétrage n'est pas des plus intuitifs. Il pourrait être simplifié pour une meilleure autonomie sur l'intégration de l'outil. Le Chatbot est assez simple mais fait le job. Review Source YS Yusuf S. Owner Health, Wellness and Fitness Used the software for: 1-2 years ### "Mandatory Download " November 19, 2024 5.0 My overall experience with is its an amazing, high quality, app that allows you to work from home, do school from home and just basic business contacts. Pros Qhat i like most about zendesk it that ability to interact with co-workers, amagers and even school. Cons What i like least about is that i just wish it qould turn off somethimes in just needa brake feom work. Lol. Review Source AT Aarushi T. General Manager Retail Used the software for: 1-2 years ### "Solution space " November 6, 2024 5.0 Pros Ease of use and collective data when you need it Cons There is nothing that I didn’t like in this program Review Source LD Laurie D. Consultant Human Resources Used the software for: I used a free trial ### "Not a great experience with tool" July 6, 2025 3.0 Used minimally as part of problem solving with a computer program issue. Had to have supervisor put in additional request. Pros Not sure I can identify anything as I used it very little, only for help with computer issue. May be a great product? Cons Very slow response rate to requests for help, which is odd given its purpose! It took several requests to finally get a response Review Source EA Emma A. Customer operations manager Consumer Goods Used the software for: 2+ years ### "Zendesk is easy to use to help your customers" September 19, 2024 5.0 It's a great program. Makes helping my customers super easy without having to jump around to multiple programs or spreadsheets to find my customers information or order details. I can link it directly to my shops hosting site. Pros Zendesk is very easy to navigate and with the added bonus of linking apps I can tether directly to my customers orders, or even just quickly view their account information directly from my inbox screen. Cons I might just not see how to do it, but I can't add a secondary contact to my replies. Review Source hB henri B. sales ops manager Automotive Used the software for: 1-2 years ### "super logiciel" December 5, 2024 5.0 Pros Un super outils de ticketing, pratique et facile a mettre en place Cons il faut avoir un minium de connaissance dans ce logiciel mais apres c'est simple Review Source LC Leslie C. Business Manager Hospital & Health Care Used the software for: 2+ years ### "Zendesk a User-Friendly Platform " October 2, 2024 5.0 Zendesk is a user-friendly software and logs the data for reference purposes. Pros The platform is user friendly and easy to relay information. Cons Zendesk contains dropdowns choices to enable the user to enter the information to the next person. Who in turn can respond through the platform. Review Source LZ Liron Z. Software engineer manager Gambling & Casinos Used the software for: 2+ years ### "Zendesk as a 3rd party user" September 17, 2024 4.0 As a company with vendors providing data to my company, from time to time we had issues with the data providing platform, in order to have a documented incident workflow the vendor asked us to communicate and open tickets via zendesk). The use case was quite simple and easygoing as if there was a problem there was a ticket, in addition as a 3rd party I could use the history and active dashboard to track the status Pros Simple, easy console to use, easily find tickets, good stracture and commenting system Cons The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with vendors and Zendesk was one of my vendors ticketing system). Review Source SP Stephanie P. CS Team Lead Textiles Used the software for: 2+ years ### "Efficient Customer Support with Zendesk Suite" September 18, 2024 5.0 My overall experience with has been excellent. It's easy to use, customizable, and has significantly improved our customer support process. Highly recommend it! Pros The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service. Cons There haven't been any major drawbacks so far. has been smooth and effective for our needs as a team. Review Source tB tonya B. housekeeping supervisor Hospital & Health Care Used the software for: Less than 6 months ### "so close to 5stars" December 6, 2024 3.0 Overall it was okay, it has a few bugs that need figured out before it can be 5 stars Pros It was easy to navigate and user friendly. Cons It would oftentimes lag and make it a longer process then needed. Review Source DC David C. Vice President Retail Used the software for: 1-2 years ### "Great helpdeak solution" October 13, 2024 5.0 Pros I use it mainly for the FAQ feature, it saves me quite a lot of time for customer support. Cons I had an issue with the helpdesk chat pop-up on my shopify website, support were quick to help me and resolve the situation. Review Source SB Stacey B. Tier one Computer Hardware Used the software for: 1-2 years ### "Nice for tier 2 IT support " September 30, 2024 3.0 It's ok, if your using it to track, monitor, chat and email varies of people. It works better if you have a developer and the correct IT person to assist setting everything up. Pros You have the ability to use the chat feature, email, and complete tickets in live form. Cons I dislike the the dashboards and the customer service. Depending upon who sets it up on the back end it can be very hard to find different things while trying to navigate the dashboard. Review Source Kristine joy P. Trainer Outsourcing/Offshoring Used the software for: 6-12 months ### "Try and you won't regret👍🏼!" August 16, 2024 5.0 It's a life changing app for me since I've been on work from home setup since pandemic. I found many app to use but this stands from all of those apps. Pros You can easily track the performance of your team virtually. If there are issues with them, we can communicate easily and I can remotely help them. The features of this app is not crucial and very I really appreciate that it was very easy to understand especially for first time user like me. Cons Overall experience was amazing and I haven't experience any issues till this moment. I really recommend this app for those that are working from home. Review Source CK Chance K. Management Computer Software Used the software for: 6-12 months ### "Extremely user friendly" September 29, 2024 5.0 Overall everything was very easy to manage, great integrations for social media platforms. Pros Zendesk is extremely user friendly and simple to manage tasks. Made it easy to get tickets solved and provide good customer service for my company Cons Customer service wasn't always quick, but they always ended up helping in the end. Review Source JA Jess A. Zendesk Assistant Staffing and Recruiting Used the software for: 1-2 years ### "Zendesk Review: Simple Yet Powerful Support Tool" September 27, 2024 5.0 Zendesk is excellent for organizing support workflows and enhancing customer service efficiency. However, it might feel overwhelming for beginners and costly for smaller teams. Pros Easy-to-use interface that simplifies customer service management. Highly customizable and integrates well with other tools. Efficient ticket management for tracking and resolving issues quickly. Cons Can become complex as your needs grow. Pricing may be high for smaller businesses Review Source OJ Oni J. Mobile App Developer Professional Training & Coaching Used the software for: 2+ years ### "Good helpdesk tool with many features" September 3, 2024 5.0 As well, it saves me so much hassle concerning the enhancement of the workflow. Issues can be handled and resolved a lot quicker adding to the satisfaction of both myself and my clients. Pros It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on. Cons It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there. 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.