# Page 61 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 61 - 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 61 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1501-1525 of 4076 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Senior Account Executive Computer Software Used the software for: 1-2 years ### "Love the interface" May 15, 2018 5.0 love the solution for our customer service Pros makes our customer service much better with direct communication from my customers to our support team. Cons There really sin't much but I wish there was more API to other solutions that we utilize today. make it more open Review Source Kurt Y. iOS App Developer Internet Used the software for: 2+ years ### "Zendesk provides multi-channel support and reliable ticketing system" June 5, 2018 5.0 Zendesk does improve our customer support. It provide faster responses, we can work on multiple tickets in the same time. In the same time, Zendesk provides valuable information and resources right at their fingertips, which can help us to answer question faster. Pros Customer-facing web interface that you can easily brand Able to export ticket views to CSV Provide REST API to implement Cons However, there is limited reporting features. Limited on roles and permissions Price is a little bit high. Review Source DT Diego T. Customer Support Specialist E-Learning Used the software for: 1-2 years ### "Zendesk for single customer support agent" October 20, 2019 4.0 Overall positive considering that it does aid to get the job done. there's still some room for improvement. Pros It provides the possibility to use Macros, to automatically add labels and response to the emails. Also, you can integrate with different platforms such as Mix Panel. Cons The fact that so many tabs are open when checking on different clients collapses the computed and the agent can't work until closing everything. The placeholders for the macros are not applied on click but have to be copied and pasted. There's 0 chance of data analysis if you don't pay for an extra service. The information is way too basic to plan strategies to improve the service. Review Source VR Verified Reviewer IT Support Marketing and Advertising Used the software for: 6-12 months ### "Decent support software with a confusing UI" August 25, 2019 3.0 It looks good but perhaps not in my personal taste to use. Pros Effective tool for end-user support. All the necessary tools and details are available. Cons I felt that Zendesk has a large learning curve for it's basic functionality. Review Source VR Verified Reviewer Co-Founder Used the software for: 1-2 years ### "I used Zendesk for several years and found it useful " June 18, 2018 4.0 Pros I used Zendesk at my last job and saw it as a good way to integrate customer service emails seamlessly. Cons The customer service is very poor (considering it is a customer service tool this is ironic). It doesn't have as many features as I would like. Review Source VR Verified Reviewer ceo Information Technology and Services Used the software for: Less than 6 months ### "A must have for companies who care about Customer Support" November 14, 2020 5.0 overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business. Pros Zendesk trigger options saves us a lot of time on Customer Support tickets that are repetitive Which allows us to reply fast to our tickets and solve customer problems, I also like The tracking that allows me to see the progress of my team on Customer tickets. Cons The Facebook integration needs improvement because when we respond in Zendesk nothing pops up on Facebook and it hurts the response time on our facebook page! Review Source PD Payton D. Customer Support Specialist Computer Software Used the software for: 6-12 months ### "Wonderful for our company" October 7, 2022 5.0 Pros The ticketing system is great, ease of searching makes the job a lot easier when researching past tickets for clients. Cons There is not very much that I do not like about this software. No complaints come to mind Review Source Irv V. Service Provider Manager Facilities Services Used the software for: 2+ years ### "Great Ticket Management Software" November 2, 2018 4.0 My Service Provider Specialist team utilizes Zendesk daily to track tickets submitted by internal and external users. I am able to manage and report on open ticket times, see real time ticket queue counts, and assign tickets as needed to to members. Overall it has been a very smooth process but when Zendesk goes down it causes a lot of confusion an frustration to outside parties attempting to communicate to our company Pros Creation of tickets via email submission Internal and External party usability Easy ticket reporting and management Cons Email formatting is clunky and may be hard to follow Automated emails cause confusion High price tag Review Source Alex F. Technical Consultant Computer Software Used the software for: Less than 6 months ### "Awesome support service with knowledge base for quick response" April 4, 2018 4.0 Compared to our previous software the speed is phenomenal, answer case, hit submit, answer case, hit submit, previously we we clicking on drop downs here and there to set options and settings. We really love it. Pros Its fast, it automatically sets up many of the links between a person and company. Merging duplicated tickets is a single click. Merging duplicate user details is a single click. Sending a reply to is easy. Its interface is intuitive and easy to use. We support APIs so being able to add a code block to the reply is perfect. Cons Its not possible to use text colors (if it is I can't find it). It not possible to email someone inside our organisation e.g.. I want to forward a call to a sales person, I have to do this outside zendesk or the customer can see my reply. Review Source Justin P. Chief Technology Officer / Head of Product Used the software for: 6-12 months ### "Fully featured support tool for any enterprise" July 25, 2018 4.0 Pros \- Feature set is good - High level of integration available - Support ticket management process is mature with good customisation options for your workflow - Knowledge centre also has a good level of customisation with support for localisation and custom themes. Cons \- Configuration and UI is a little clunky for internal staff - Will require time and investment to setup correctly and maintain Review Source VR Verified Reviewer Administrative Assistant l Financial Services Used the software for: 1-2 years ### "Zendesk" October 9, 2018 5.0 Pros I used this software daily at a prior job. It was easy to use and liked how you can solve and prioritize tasks. We also used the chat feature to help customers right away. Cons The chat function needed more work. I found it frustrating at times. Review Source VR Verified Reviewer Customer Success Specialist Internet Used the software for: Less than 6 months ### "Zendesk - Difficult to Master, but Worth It " October 11, 2019 4.0 As our company grew, switching from Freshdesk to Zendesk was like using a kids toolset and then transitioning to a real workshop! Pros Zendesk is the most powerful helpdesk software that I've used - and absolutely blows Freshdesk out of the water. For example, the capabilities of their analytics and customizable dashboards are overwhelming, but so incredible and definitely worth it if you're looking for a step up from your current software. Cons The cost of the training courses is very, very high. Their free knowledge base is extensive, but can be a bit of a rabbit hole. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) August 2019 Review Source VR Verified Reviewer Personnel Supervisor Used the software for: 6-12 months ### "Quick to learn and easy to customize " May 4, 2018 5.0 Pros I have enjoyed using Zendesk because of the ease of use. There was little to know learning curve, as all options are clearly articulated. The ability to customize was also wonderful, so the website fit the company perfectly. Cons I have used Zendesk as a company information collaborative, where current employees can view policies, updates, activities, etc. For this purpose, it worked perfectly. Review Source VR Verified Reviewer Sales Associate Real Estate Used the software for: 2+ years ### "Track Customer Support Tickets Easily" November 20, 2018 5.0 Pros Working on a remote team it's easy to track and respond to client requests or support tickets. I've used it in different ways at different companies and I like all the options you have when setting up a support ticket. Cons There's not much I didn't like about the product and think it can be powerful if implemented well. Maybe better client on-boarding since that always seemed to be a messy/slow process for my teams to adapt and use. Review Source Slobodan V. Customer Support Specialist Information Technology and Services Used the software for: 1-2 years ### "Reliability On High Level, Adoptable To Every User" March 6, 2019 5.0 Very pleasant experience with this product. Reliability on high level, metrics and reports highly adoptable. Integration with other platform work smoothly. Pros Stability, customization, reporting, support Cons Unable to customize GUI look, even minor background change is impossible Review Source Jan N. Analista Information Technology and Services Used the software for: I used a free trial ### "Melhor ferramenta de ITSM do mercado" September 17, 2022 5.0 O Zendesk facilita e muito na gestão de tickets da organização. Ferramenta indispensável para empresas que precisam de um ferramenta de ITSM de qualidade. Pros Boa interface Facilidade na gestão de tickets Várias integrações Cons Não achei um ponto negativo, a ferramenta é excelente no que se propõe Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Zendesk Suite Por ser lider de mercado Switched from [Freshservice + Trello integration](https://www.capterra.com/p/178983/Freshservice-Trello-Integration/) Pelos inúmeros recursos adicionais em relação ao freshservice. Review Source KC Kristen C. Sales Manager Hospitality Used the software for: 2+ years ### "Great Way to Have Clients Text Direct from Website" July 23, 2022 5.0 Pros Easy to use, easy to have multiple people be able to see messages and respond. Great way to handle live chat on your website for a smaller company. Cons Wish the text program could force more information from the user. Sometimes we get random messages with little information. Would be helpful to have to have them fill out a tad more before they message. Review Source Joshua P. Level 2 Technical Support Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Zendesk Review" September 6, 2018 3.0 Ill give them a pass in overall feature of the software but fail grade in customer support. Pros Ticketing Service is easy and straight up. You can attach your email so you will be notified when they answered your ticket. You can view history of old ticket and reopen one if necessary. Cons Customer Service is not that good. It will took 24 up to 48 hours before they respond. They are slow in escalating issues. They should have have 24 hours support line. Review Source Tim K. VP Customer Service Financial Services Used the software for: 6-12 months ### "Zendesk runs our business " September 30, 2019 5.0 We are trying to solve simplicity and an easy experience for our customers to contact us. Zendesk helps provide that. Pros Easy Setup Admin Friendly Great Reporting Easy integrations with Telephone systems Very Reliable Answer Bot Cons There isn't much I don't like about this software. I wish it was able to provide more a CRM type environment for our B 2 B customers but this is where most companies integrate Salesforce. Review Source PW Patrick W. marketing manager Events Services Used the software for: 2+ years ### "Zendesk is a great way to interact with customers and users who enter your site" June 5, 2021 5.0 My overall experience with Zendesk has been very pleasant. I have had many insightful interactions with customers which helps with customer service and the product in the long term. Pros The feature I liked most about Zendesk is how intuitive it is to set up. Being able to customise the features was a great bonus to me. Cons There was nothing about Zendesk that I dislike apart from the pricing. The pricing could be a little bit cheaper. Review Source CK Clay K. Chief Technology Officer Used the software for: 2+ years ### "This software is extremely easy to use and has allowed our company to stay on top of all issues." June 18, 2018 5.0 Pros Not only is the software easy to use, but it also integrates with so many applications. It is also very easy to customize exactly how you want it to look and function. If you are looking to Manage your help desk, Zendesk is the way to go. Cons The most disappointing aspect of Zendesk is the chat feature. It would constantly sign me out on the computer and you can only be signed into one device at a time. We eventually had to switch to a different chat software. Review Source AS Antonio S. Bioinformatician Biotechnology Used the software for: 2+ years ### "Zendesk Suite Review " February 9, 2023 5.0 Pros It has multi-channel support and provides very detailed analytics and reporting Cons It may be very complicated sometimes and may require extensive customization Review Source AT Ada T. Teacher Education Management Used the software for: 1-2 years ### "Use Zendesk!" June 30, 2022 5.0 Love Zendesk! Pros Zendesk helps to make sure all questions get answered and all problems get fixed. Cons Zendesk made everything so easy to keep track of. No complaints. Review Source PN Peter N. CEO Business Supplies and Equipment Used the software for: 6-12 months ### "Good app, terrible customer service team." August 8, 2023 4.0 Pros Stunningly beautiful interface. strong features and connectivity with apps. Support via integrated phone and chat. Very good knowledge base. Cons Zendesk doesn't care about its clients based on the company's refusal to respond for several weeks now. They demand that consumers abide by its conditions, yet refuse to do so themselves. Review Source Amy H. owner Retail Used the software for: 6-12 months ### "Simplifies customer service!" May 31, 2021 5.0 I am a very pleased customer, and no longer feel like I'm missing something that I haven't checked! Pros The integration with social media is the best, and what a time saver! So much easier than answering questions in multiple platforms. Cons I have not had any trouble with Zendesk since I've been using it, and would definitely recommend to anyone who wants to save valuable time! Review Source Talk to a Capterra advisor for free and get results within 15 minutes.