# Page 61 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 61 - Is Zendesk Suite the right Customer Engagement solution for you? Explore 4081 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 (4081) 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 June 2nd, 2026 # Page 61 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1501-1525 of 4081 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 SH Samu H. Player safety Gambling & Casinos Used the software for: 1-2 years ### "Zendesk review from CS pov " July 4, 2022 4.0 Pros Easy to use, and not a lot of downtime from customer experience pov which makes the software most desirable compared to competitors Cons On hold ticket process so times misplaced the tickets easily Review Source AB Albert B. Online Marketing Consultant Marketing and Advertising Used the software for: 2+ years ### "Great for Service " July 21, 2022 5.0 Pros Alleviates pressure from our staff and helps us focus on critical issues Cons Haven’t really had bad experiences quite yet Review Source SA Saheed A. Self Employed Research Used the software for: 6-12 months ### "Zendesk - Effective Ticket Support Software " February 11, 2021 5.0 Apart from the fact that Zendesk provides centralized support and data for general enquiries, it facilitates a powerful reporting of customer satisfaction surveys. Zendesk software incorporates a large number of Apps such as Mailchimp, Shopify, Xero and others. It also creates an infused knowledge base for users and customers alike. Pros Zendesk is one the best virtual open ticket support software which allows remote support agents to action and responds to multiple tickets in order to avoid backlogging and providing solution to complaints, request and enquiries. The software fosters better client engagement with chat and real-time messaging systems. It can be used on a mobile device or on the desktop. Cons Data export challenge of Zendesk software a great difficulty in managing data to both JSON and CSV files. Having advanced features like triggers and automation in the subscription package turned out to be too steep. Review Source Luke H. IT Associate Staffing and Recruiting Used the software for: 1-2 years ### "Zendesk Meets All Our Business Needs" November 13, 2018 5.0 Pros The easy-to-use layout allows for great organization, convenience for agents, and the ability to learn the software quickly. Cons The Zendesk Guide portion (a built in knowledge base) does not boast the customization that I would like. Review Source VR Verified Reviewer Supporter Internet Used the software for: 2+ years ### "Great customer service tool" September 19, 2018 4.0 Pros We are many supporters using it everyday at the same time and it's still running just fine. It's not data consuming. I even manage to use on a very low internet speed. Cons You need to refresh it a lot or you won't see your colleagues online using the tool and might end working on a ticket that was already answered. Can be annoying. Like, you go toilets, you need to refresh afterwards. If you forget to refresh, you might waste some time on some already done work. Review Source RW Rusty W. Ed Tech Coordinator E-Learning Used the software for: 1-2 years ### "Full Featured Helpdesk Support Solution." January 5, 2023 5.0 Pros Allows scalable implementation of customer support and Helpdesk for your organization and business. Great scalable solution. Cons A small learning curve needed to implement but nothing pre-training and support can't help. Review Source VR Verified Reviewer Self-Employed Retail Used the software for: 6-12 months ### "It's an excellent service! 🤳" April 28, 2019 5.0 The customer service, when they're on point is fantastic. They have good and not so good moments, but I have never had a major issue with them. Pros The fact that there always on point always baffles me lol! They are an outside customer service company, but you could see that they know each and every organization and who their customers are, and they go above and beyond to assist. They're also really polite and super friendly. Cons Okay, I know they have probably hundreds of customers and organizations to deal with, but customer service is something that is usually time sensitive, and some people hate to wait. They lack in the timing department. It's either time takes way too long, or when they say they will contact you they never do, so may have to connect them sometimes twice before you get a reply. Review Source AL Aubrey L. Account Manager Computer Software Used the software for: 2+ years ### "Great addition to our team!" June 11, 2018 5.0 Efficiency & fast communication between departments. Pros The support is superb! Our recent change over to the ZD chat & phone functionality really helped our support team translate information quickly and efficiently. I don't know what I would do without the ZD ticket search functionality - it helps me find past/ongoing issues to assist users in a timely manner - cross-functioning between all departments within our company. Cons Honestly, any issues that we have had with ZD downtime (which is the only issue our team has come across in the past) has been resolved within 5-10 minutes. Nothing that I can think of at the moment but I will comment if I do come across one! Review Source DM Devin M. IT Associate Information Technology and Services Used the software for: 1-2 years ### "Great ticket management platform." September 9, 2020 5.0 I love Zendesk. It's really easy to use and doesn't take long to learn. My favorite feature is the pre-written macros. Pros \- Works well with our Microsoft MFA. - Easy to use macro system for pre-written responses. - Nice-looking interface (for the agents and for the users). Cons Zendesk seems to be more geared to answering customer questions and concerns but has been adapted to work as an IT solution. It's not an all-encompassing solution for IT ticket management because it doesn't track assets but it is great for everything else. 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