# Page 62 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 62 - Is Zendesk Suite the right Help Desk solution for you? Explore 4072 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 (4072) 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 62 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1526-1550 of 4072 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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. Review Source Raymond J. Systeembeheerder Information Technology and Services Used the software for: 1-2 years ### "Great, secure helpdesk solution" July 17, 2019 5.0 It's great, it's reliable. Pros Besides the basic helpdesk functions, you can almost use every function you want with the help of apps in the Marketplace. Zendesk supports sending mail from your own domain with SPF and DKIM which I think is needed, but not offered by every competitor. Cons The main function I miss is recurring tickets. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite I liked the features of Zendesk better then Freshdesk. Review Source DB Debra B. Manager Marketing and Advertising Used the software for: 6-12 months ### "Zendesk support suite is simple to get up and running and meet all your needs" August 1, 2021 5.0 Pros We can talk to customers on any omni channel and they are kept in one place. This allows us to have the best customer experience possible. Being an admin of the tool is super easy as well. The analytics offered makes strategic decision making easy to do. Also, having Zendesk live chat availavle is super helpful. Cons Zendesk has a large marketplace which is great. However, we dislike the fact that some marketplace apps say free but they are actually just trials. The additional costs can add up when its not included in core product. Review Source VR Verified Reviewer Director of Information Technology Real Estate Used the software for: 6-12 months ### "Zendesk Changed My Life" May 15, 2018 5.0 I was able to organize everything. It changed my entire work day and made my users happier as well! Pros Zendesk helps you organize and prioritize all tasks in your helpdesk world. Even the lowest subscription is totally helpful. Cons The only thing I did not like about this software is when I contacted them for help and I explained what needed they would not just make it happen. They pointed me to WIKI articles. Review Source RL Rachid L. After sales manager Consumer Electronics Used the software for: 2+ years ### "Zendesk, a great ticketing tool" July 6, 2021 5.0 I am globally satisfied with this solution evec if the price is a little bit expensive Pros software easy to use and to implement possible to integrate native applications we can use triggers and automations to optimize the workflow Cons I did not like Zendesk explore because it is a little bit hard to use and understand how it works For a beginner, it can be difficult to get some reportings Price fes are high Review Source SS Sunil S. Admission Counsellor Education Management Used the software for: 1-2 years ### "Best one to automate, analyse and improve admission processes." December 3, 2022 4.0 It was quite good and learning Pros it is quickly responsive and easy to use, and shortcut keys make it faster to answer queries during the chat. Cons Sometimes visitors' location information is misleading. Review Source KL Kara L. Chief Operating Officer Financial Services Used the software for: 2+ years ### "User friendly and multi-functional" August 28, 2019 4.0 Great way to keep up with inbound customer inquiries, applications, and helpdesk tickets. Pros Zendesk is user friendly on both the user and administration side. It is a simple and effective way to keep up with tickets coming through. You are also able to make internal and external notes- so you could use it as a email portal, too. Cons The largest con and irritation is the auto notifications. These are sent on, what feels like, almost every key stroke which can overwhelm the emails. Review Source VR Verified Reviewer Web developer and e-Commerce implementations Specialist Textiles Used the software for: 1-2 years ### "Zendesk Chat" August 17, 2018 5.0 I switched our company over to Zendesk from Live Chat and cut our bill in half. Or customer service team uses it daily to assist our customers on our website. Pros It's a cheap easy to use customer service tool. Cons It doesn't offer as many features as comparable products. Review Source Charlie B. Account Executive Telecommunications Used the software for: 6-12 months ### "Great ticketing system" September 5, 2019 5.0 Zendesk is giving me and my team the ability to monitor incoming customer requests, get them assigned to the right people, and resolving them in a quick manner Pros Zendesk allows you to keep track of customer cases to ensure every question is answered accordingly, and that you are resolving issues in a timely fashion Cons In the past 7-months of using Zendesk, I have not come across any issues with the platform or its UI Review Source NK Narender K. CEO Retail Used the software for: 2+ years ### "2 Way communication" July 8, 2022 5.0 Overall i am happy with Zendesk and using it from past more than 8 years now. Pros Its very easy to use, you can track the customers and send messages. Also can customized canned messages for fast responses. Cons When you apply the code either direct to your website or using Google Tag Manager. It leads to slow down your web page speed. The code should be optimized. Review Source TB Tim B. Manager of Operations Used the software for: 1-2 years ### "A great ticket management program" April 9, 2018 4.0 Pros This program has made it very easy for our agents to write, respond to, and handle tickets in our system. The user interface is fresh and easy to use for all of the people we have working with it. There is a lot of different things this program is able to do that it's competitors can not which is why we chose it. Shop around, but you'll come back to this one. Cons There are a few things which can be a little confusing when you are starting out and getting used to using the program but, like with any program it takes a little time to get used to. Once you get the hang of it, tickets are very easy to manage. Review Source HP Hiren P. Cloud Platform Engineer Information Technology and Services Used the software for: 2+ years ### "Zendesk is popular average product for support" June 30, 2022 3.0 Pros We are using Zendesk for our non-IT support Help Desk & its okay for non-IT function. Cons Zendesk is not good for IT Support Help Desk & for IT need we had to switch to other platform. Review Source Ana T. Operations Manager Used the software for: 2+ years ### "Awesome platform to manage customer support tickets" May 4, 2018 5.0 Customer support service Pros We use Zendesk all the time. It is a great tool to improve customer support services. I like that it stores all information about customers' requests from different channels in one place. It also allows you to work on multiple tickets at the same time which is very convenient. Cons Some notifications arrive with latency, pricing options are not very flexible and could be pricey for small companies. Review Source AT Angela T. Customer service Retail Used the software for: 1-2 years ### "The better of your CRM options" June 23, 2022 4.0 Overall, a positive experience! Pros Zendesk offers a lot of customization and personalized options. It's easy to use and follow. There could be more efficient processes for automatic customer account updates. But overall a much better system than other CRM platforms. Cons Better full picture aspects, such as reading pho e number format despite input Review Source VR Verified Reviewer Director of Marketing Computer Software Used the software for: 2+ years ### "Great customer experience and easy Support management" February 15, 2019 4.0 We use Zendesk to manage Support tickets, Knowledge base, FAQs and even live chat. It has really allowed us to provide a smooth experience, track support tickets, and offer a forum for clients to self-service by searching for information we've already developed. Pros I love how easy it is to share knowledge base articles, documentation and support to customers while maintaining branding and a seamless experience with our marketing website. Cons It is a little expensive for what we need, but the pros outweigh this con. Review Source SA Shreyas A. Technical support executive Automotive Used the software for: 6-12 months ### "User experience is technical service field" January 20, 2023 5.0 Great to use on everyday basis. Pros Easier to maintain the track or your work. Entire history can be verified. Easier to move from one bucket to another bucket effortlessly. great interface Cons Sometimes unknown error comes up disrupts the workflow. Can be made even more faster which will increase the efficiency. Review Source RMC Robielen Mae C. CSR Outsourcing/Offshoring Used the software for: 6-12 months ### "My review as a zendesk user" March 6, 2022 5.0 It was a great experience using Zendesk as a tool and I'm happy that it's one of our major tools. Pros Zendesk is one of the most useful tool that I'm using in work. It has all the necessary information that i need and all the parts of Zendesk are working Cons sometimes it took time before loading and the actions created in tickets are not reflecting immediately. Review Source AV Anna V. Student Marketing and Advertising Used the software for: Less than 6 months ### "A Great Way to offer Top Notch Customer Service" July 26, 2022 5.0 Overall, as an employee that uses this software at work, I find that it is easier and more efficient to help customers with their questions and concerns. Pros I work a company that utilizes Zendesk to communicate with customers via the chat feature. I can communicate with customers in real time to solve problems, place orders, check order status, or answer general questions. It has changed the way we communicate with a customers. Phone calls and being on hold with a representative can be daunting so this feature really helps. Cons At first it can be intimidating to use as an employee for a company that uses this software. There is a multiple different features we can use to get the right information for the user. It took time to navigate the system. I do not see any negatives on the customers side. Review Source Rogger M. Inside Sales Executive Inbound Information Technology and Services Used the software for: 6-12 months ### "Customization is the key word here" January 5, 2019 4.0 Pros The possibility of customizing the calls, the profiles, answers emails, fields obritarios is the great differential of this platform. Cons Despite the possibility of costomizing almost everything, this process is often not easy. In my company, besides spending a considerable amount on the licenses, we had to use a consultancy to parameterize the software the way we needed. Review Source VG Valerio G. CEO Marketing and Advertising Used the software for: 2+ years ### "Simple and effective." July 18, 2022 5.0 Pros We use Zendesk chat since it was called Zopim: it's very simple to implement in our websites and I've recommended it to many customers of us. Simple to customize, too: you can change colors, setup display and be operational in minutes. Cons This software has no missing feature , I simply love it. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.