# Page 60 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 60 - 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 60 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1476-1500 of 4076 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Network Operations Specialist Marketing and Advertising Used the software for: 1-2 years ### "Zendesk Review" October 31, 2018 4.0 Pros Quick and easy to fill out the forms and submit tickets. Nice way to keep them all organized in one place and I like the request numbers for easy reference Cons I don’t know much about what goes on behind the scenes so not sure how many other features would be available Review Source CA Mohit K. Manager Accounting Used the software for: 1-2 years ### "Good product for Emails and Live Chat" February 22, 2023 5.0 Pros Easy to use and serve customer seamlessly Cons Little complicated to use but customer care is supportive to solve this Review Source Sabrina Y. Department Business Administrator Higher Education Used the software for: I used a free trial ### "Amazing ticketing system platform" August 20, 2021 5.0 I believe it is an an amazing software I think that you would thank yourself If you obtain this software for ticketing system reasons or helpdesk. Pros Honestly I love the aesthetics of the Zendesk software it has been so far the best I’ve seen when developing a ticketing system. It is much more seamless I love the features that it has as in providing the activity of the tickets and showing every movement of that ticket it has definitely streamline multiple workflows. Cons Originally I thought that it was a very in efficient ticketing system however with the recent upgrades and new features to the software I am in love with it. It seems like Zendesk definitely listens to their consumers. Review Source Abhayjeet G. Agent Information Technology and Services Used the software for: 2+ years ### "snapping " July 18, 2019 5.0 Pros quick, snappy, switch between multiple chats, smooth functionality Cons no issues, no glitches and no crash reports Review Source VR Verified Reviewer Founder | Marketplace Specialist Program Development Used the software for: 2+ years ### "Great for Customer Service" October 26, 2018 5.0 Pros The functionalities, reporting and metrics Cons additional costs for extra features, but you get what you pay for. Review Source BF Brittany F. Production Warehousing Used the software for: 2+ years ### "Zenedesk..." November 22, 2020 4.0 My experience with Zenedesk has been an overall positive one! Pros What I most like about this software is being able to connect with many customers on a wide range of platforms all in one place. Cons There is nothing that I dislike about this software, it has been a good one for me so far, so no need for any kind of change. Review Source Oscar T. Engineer Internet Used the software for: 1-2 years ### "Effective for customer service." April 9, 2018 5.0 Pros Easy to understand user interface for me is the first hallmark for Zendesk. It has got good ,appealing aesthetic to the eyes. Setup time was just a matter of minutes and it has good compatibility with all devices ; ensuring that our web visitors get a similar experience no matter what device they use in chatting with the helpdesk team. I also like how it makes it easy for web visitors to send the customer care team documents like screenshots via the chat popup windown. Cons We have received complaints from customers on few occasions in the past that they were unable to get the chat popup windown to load. Review Source AS Andrea S. Virtual Assistant Computer Networking Used the software for: 2+ years ### "Not very intuitive" March 11, 2018 3.0 This software can help consolidate customer service requests in one location with access for the entire team. Pros Zendesk helps to consolidate all customer support items in one place rather than having your inbox slammed all of the time. Cons This is not an intuitive interface. You can't easily created "canned replies" for customers and there is no way to CC or BCC other members of your team on replies to customers. And there is also no ability to customize emails with things like different font sizes, italics, bold, etc. Review Source VR Verified Reviewer Knowledge Manager Computer Software Used the software for: 2+ years ### "Excellent Product!" December 28, 2017 5.0 Pros My company uses Zendesk for Support agent ticketing and for hosting our Help Center documentation. It is incredibly easy to use and offers a lot of flexibility in terms of ticket creation and ticket tracking. Super streamlined and easy for admins to create and/or update Help Center documents. Cons From what I understand, it is somewhat pricy, but I personally believe it's worth it. Otherwise, I haven't experienced any other issues worth listing as a con. Review Source HP Hiral P. Software Engineer Retail Used the software for: 1-2 years ### "Very Compliant and easy to use platform for best customer experience" October 6, 2022 5.0 Pros We use Zendesk Suite daily to make our customer's experience best. It is really helpful. Cons There is nothing that I don't like about Zendesk Suite. Review Source NR Nandita R. designer Information Technology and Services Used the software for: 6-12 months ### "A comprehensive customer service solution for business" February 26, 2023 4.0 In general, Zendesk suite is a great option for companies wishing to enhance their customer support processes. Pros The simplicity of use of Zendesk suite is one of it's best qualities, The software is user friendly interface and intuitive design make it simple for support staff to handle customer requests and tickets. Cons Zendesk is a bit costly as new business looks into a cheap software otherwise all good Review Source KO Kennedy O. IT support specialist Computer Hardware Used the software for: 6-12 months ### "You want Better Customer Experience??" March 28, 2022 5.0 Using Zen-desk platform creates a better customer experience and helping gaining more better result as a company. Pros It has great features where you can monitor agents and ensure customer credibility. Everything is user friendly from the Admin staff to agents. Cons I haven't had a bad experience with the platform, I would say so. Review Source SB Salem B. Repaire exper Computer Networking Used the software for: 2+ years ### "Zendesk" September 26, 2023 4.0 Pros Ease of use the enginious interface the adaptability Cons Nothing spécial like other software non connections no service Review Source Cheri J. Senior Manager, Risk & Retention Automotive Used the software for: 6-12 months ### "I can’t imagine anything being better" March 13, 2019 5.0 Zendesk helps our team categorize and track our own successes within our company’s support infrastructure. Pros Zendesk is so robust! The levels of customization and flexibility in use is never ending. I’ll be honest, the app is great too! I will review and troubleshoot support tickets from my bed at home for fun for my company :) It’s so well put together. Cons I can usually find some area of improvement but I literally can think of nothing. Review Source Charles A. Creative Director Health, Wellness and Fitness Used the software for: I used a free trial ### "Good but a little clunky and slow support" September 13, 2022 5.0 Although I used it for a smaller amount of time. I found it buggier than the competition, some of the things I needed were in the higher price bracket which other rivals include in lower prices and customer support was slow in getting back to me at times. Pros I like that everything is unified together so it's easy to keep track of emails and live chats redirect people to support pages. Cons That there was an extra price for multi-lingual support, it didn't work as well as some of the others out there and some of the competition has better offerings. Review Source SR Sambath R. Used the software for: 6-12 months ### "An excellent customer support tool at a reasonable price" May 21, 2018 4.0 Pros It helps to track all the issues faced by a specific customer and helps a brand improve its services. It is easy to set up and use. You can also interact with customers through the site. They provide quick customer service and support. They keep adding new features. Also, it ensures educational training to use the program better. It enables user access to the knowledge base, and monitor or edit all the tickets. It integrates with many other platforms like Facebook, email, Dropbox, Google work etc. Provides encryption and back up of data. Cons A few of the new features are difficult to understand. Presence of bugs, when accessed through mobile. While submitting a ticket, the application does not recommend from knowledge base. The graphical user interface can be developed for better usage. Review Source PE Philip E. Managed Services Engineer Information Technology and Services Used the software for: 2+ years ### "Neat interface, customization, generally good performance" June 10, 2018 4.0 Zendesk allows us to keep track of all of our customers and partners, and allows for enough custom script and widgets for our teams to meet their individual goals. Pros We use this ticketing system for all of our managed services, and it actually replaced an older and more cumbersome ticket system which had gotten unwieldy and slow. Zendesk allowed up to take phone calls from our worlwide networks of customers and partners, and has allows for enough customization to allow for each team to configure their own views and queues. Cons Sometimes, with the sheer volume of tickets and customization, there can be a slight performance drag. This is hardly noticeable and definitely an improvement over our last system however. Review Source VR Verified Reviewer Graphic Designer Mechanical or Industrial Engineering Used the software for: 1-2 years ### "One of the most flexible call center solution I have ever seen." April 22, 2019 4.0 We use it mainly for ticketing needs, it may be HR, IT. We are really happy that we chose Zendesk. Pros Seamless integration with Hubspot and Zoho CRM and other third party tools. Easy to setup Real time support to customers. Cons Nothing as of now. Great tool with reasonable pricing. Review Source Curt Q. Technology Genius Computer & Network Security Used the software for: 6-12 months ### "Extremely powerful service ticket handling tool." April 26, 2019 4.0 We use Zendesk to track hardware issues and provide technicians with statuses on RMAs, as well as answer customer support queries. Pros The triggers, the macros, and the mobile app make Zendesk a really powerful tool for any technical support agent. If set up properly, tickets can be routed to exactly the people who need to see them. Cons Limitations on number of agents can get a little tricky, wish there were more ticket filtering options. Review Source David B. IT Operations Management Intern Telecommunications Used the software for: 6-12 months ### "Easy to use, efficient, helpful" April 6, 2018 5.0 Pros I love all of the different customizations that can be made and personalization. Personally this commits me to using it more than in other software where i might not have the opportunity to do so. I also love how much cheaper it is than many alternatives. Cons The scalability options could improve. Right now there is multi-channel and that's great but I think we could go for more than this. Otherwise happy! Review Source MK Melon K. software developer Banking Used the software for: 2+ years ### "Professional help desk" September 26, 2022 5.0 Pros The tool has so many possibilities of reaching to clients on time using different channels like WhatsApp, email, social media and web live cha widget and hence creating a more organized mode of communication with clients Cons The tool is expensive and takes a lot of time to deploy especially when you are not so much technical in IT Review Source VR Verified Reviewer Economist Capital Markets Used the software for: I used a free trial ### "Interesting program to use" January 25, 2023 4.0 Pros One potential positive aspect of Zendesk is its robust feature set and customization options. Zendesk is a customer service platform that offers a wide range of features such as ticketing, live chat, call center software, and a knowledge base, making it a comprehensive solution for businesses of all sizes. Additionally, Zendesk offers a variety of customization options allowing businesses to tailor the platform to their specific needs. Cons A potential negative aspect of Zendesk is that it can be quite expensive, especially for businesses that need to use multiple features or have a high volume of customer interactions. Additionally, some users have reported that the platform can be difficult to navigate and that the user interface is not very user-friendly. Additionally, For some business that are looking for a more specialized customer service solution, Zendesk may not be the best fit as it's a comprehensive solution that may have a lot of features that they don't need. Review Source SL Stephanie L. CX Manager Retail Used the software for: 2+ years ### "Solid Product, Difficult to Pull Reports at Times" February 19, 2019 4.0 Pros I think Zendesk has a lot of features and offerings and it sounds like it's the best Customer Service Software out there. It doesn't blow me away, but it's pretty solid. Cons It's been hard to scale with it. I didn't find Talk or Chat to be impressive and I've struggled with their reporting. Their newest update, Explore, is a little difficult to work with but Insights, their older reporting tool, isn't easy to use. I wish macros could go a few levels deeper in organization as well. Review Source SB Sonal B. Super tool Financial Services Used the software for: 1-2 years ### "Super tool" December 15, 2022 4.0 My overall experience is good. We get to learn new things daily while using a tool like this. Customers also liked the options they had at their hand. Its interactive and easy to use Pros Its a very good tool for managing customers chat.CRM is awesome and chatbor support is also effective. Live chat helps to interact without any hassle and gives real time experience Cons Big tools like these sometimes stuck or hang for a while but its not that frequent Review Source SE Samuel E. Database Administrator Supermarkets Used the software for: 2+ years ### "Good Tool for support" March 5, 2024 5.0 Pros Ease of use, Friendly user interface(UI) Cons I do not have any negative experience with this tool yet. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.