# Page 63 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 63 - Is Zendesk Suite the right Customer Engagement solution for you? Explore 4080 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 (4080) 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 63 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1551-1575 of 4080 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Sale agent Financial Services Used the software for: 6-12 months ### "Suites " February 23, 2023 5.0 I use it as help desk which I use to address clients problem hence solve communication breaks between clients and administrator Pros This communication software with excellent security on data or person information Cons It is productive software with support other software to function well Review Source AD Arpon D. Work Accounting Used the software for: Less than 6 months ### "Zendesk suite" April 7, 2023 5.0 I have not noticed any problems with this site. I'd rather say service doesn't get any better than this Pros I like their convenience. Their assessment Cons I like their behavior. They provide very good customer service Review Source VR Verified Reviewer Customer Analyst Computer Software Used the software for: 1-2 years ### "Easy to use and powerful!" November 18, 2018 5.0 Pros The reporting along makes this product worth the price tag. There are tons of features and reports that once built out prove to be very powerful. Cons So many features that making changes can sometimes be confusing. Review Source Lynnette J. Director of Customer Experience Wholesale Used the software for: Less than 6 months ### "3 weeks in and going strong" November 27, 2018 4.0 Pros I was one of 4 admins to introduce Zendesk to over 100 users in our company. The ticketing system is easy to use, but does take some getting used to versus email. Not being able to assign to more than one group has been challenging, but is a game changer in terms of accountability. Overall, however, Zendesk has greatly improved our workflow and communication. Cons My only complaint is Talk. I don't feel that the functionality works to our company's best advantage. We have had connectivity difficulties and transferring calls to agents not enabled with Talk is difficult and requires a work around. You also cannot transfer to an agent who is offline which makes for difficult escalations to managers. Review Source VR Verified Reviewer Founder Information Technology and Services Used the software for: 2+ years ### "Zendesk Suite review" October 4, 2022 4.0 Helpdesk and ticket management Pros Good tool for Helpdesk staff to input tickets Cons Customer support wasn't great. Customization is possible but worse, I think, than in similar products. Review Source SH Scott H. Owner Arts and Crafts Used the software for: Less than 6 months ### "The path to inner rest lies through Zendesk" July 1, 2022 5.0 Overall I am quite satisfied with this software and will continue to utilize it for my business endeavors for the foreseeable future. Pros The reassurance. Having a safety net and knowledge base on your side to turn to in a time of great and urgent need or in a miniscule, slight debocle is something that makes one sleep better. In addition to fast acting, high level performance the reliability is resolute in standing. Cons It is my opinion that there are areas that not necessarily need attention or fixed but instead could be expanded on or overhauled to go more in depth or more in detail. Review Source AA Aubrie A. Education Management Used the software for: 2+ years ### "Allows you to implement a custom workflow and structure." November 17, 2016 4.0 Zendesk allows you to set up your escalation structure however you'd like. There are groups and tiers, and you can set up triggers to grab incoming tickets and give them to those responsible. You can also mark tickets clearly as "open/pending/on hold/solved." With this and the internal note function, we never need to communicate outside of zendesk on the status of a ticket. We can also track these tickets and our overall success rates using these classifications. Pros Triggers and automations. Built in "macros"= canned responses. Cons A bit expensive. Review Source SD Stacy D. Chef de projet e-commerce Retail Used the software for: 6-12 months ### "Avis Zendesk" October 31, 2022 4.0 Pros La possibilité de gérer et répertorier les demandes clients au même endroit afin de récupérer facilement des statistiques. Cons Je n’ai pas eu de problème avec ce logiciel. Review Source SA Susan A. VP of Operations Computer Software Used the software for: 2+ years ### "Zendesk has it all" August 25, 2020 5.0 Zendesk is easy to use, straight-forward and efficient. Pros Single sign-on to all the features - Phone, email, chat. Cons We were unable to stay due to one contractual issue. Reason for choosing Zendesk Suite All the features in one place. Review Source BF Béline F. Event Manager Events Services Used the software for: 6-12 months ### "Next step in customer service" August 22, 2019 4.0 Pros We went from people emailing a joint email address to using zendesk: it makes a world of difference! The ability to assign different people to different incoming requests is nice, as well as the ability to use template answers, and to link to a knowledge base. Definitely helps reduce the delay between getting a complaint/questions, and addressing it. Cons Don't forget to still be personable! It's easy to just paste in a premade answer, and loose that personal touch people enjoy so much. Think about it: there's nothing worse than asking a question and having a bot send you a not-actually-relevant link to a knowledge base article that hasn't been updated in years. So it's up to you to use zendesk in a way that doesn't damage your reputation! Review Source KH Kato H. Sales Manager Construction Used the software for: 1-2 years ### "Professional tool for customer service" December 4, 2022 5.0 Zendesk helps us to solve problems of clients through ticketing and social media while they contact us, Pros Zendesk is so easy to implement on any kind of website and have a good user interface which is smoothly polished Cons The tool is too expensive to small businesses, and you cannot assign badges to community members in the community if you use an external theme which is not for Zendesk Review Source Francois Pascal N. service provider Internet Used the software for: Less than 6 months ### "Perfect solution to manage customer service." November 4, 2022 5.0 We had some problems to automate some tasks, but their customer service helped us to solve them, they are very professional. Pros What I like most about is that it centralizes all the actions to be managed on the same platform. Cons However, it takes a lot of effort to get the hang of it, but once you understand it, everything becomes very easy. Review Source AF ALEXANDER F. Customer Success Manager Computer Software Used the software for: Less than 6 months ### "• Support tool that has quality charts and reports." January 18, 2020 5.0 • it is a good support tool, as it has quality graphics and reports, but due to the competition that exists today, the resources it offers in the basic plan are to be desired. Pros • Improves the user experience. • Greater knowledge of our customers, because through constant monitoring of the service provided, you can identify patterns of user behavior through calls. • It is accepted in any internet browser. • Through online chat, customers can chat with an online attendant to answer questions, open calls. • Has reports and graphs that facilitate the management and monitoring of metrics to measure customer satisfaction. • It has the function of pre-defined and automatic responses, leaving the system automated. • Agility to work for our technical support team; • Tutorial entirely in Portuguese instructing through the step by step how to use the system. Cons • Different resources, but from different plans that are charged in dollars. • Offers personalized treatment to customers only on the largest plans, not offering technical support that meets the basic plan on weekdays. • Has no integration with Zapier and Google Analytics; Review Source VR Verified Reviewer chefe de equipa Used the software for: 2+ years ### "Good tool to manage my customer issues and questions about my product" March 27, 2018 4.0 Customer centralized issue solver software Pros Zendesk is a good centralized tool to keep the tracking of my customer questions and doubts about my product. We can easily do administration and customization of custom fields. Cons Some user experience could be improved regarding the interface to bulk delete users, we also should have a bulk delete for companies. Some basic iterations should be reviewed because it doesn't have the best user experience. Review Source IG Isidoro G. TASK FORCE Banking Used the software for: 1-2 years ### "Atención al cliente " February 2, 2023 5.0 Pros Sinceramente, este software me parece muy útil a la hora de las necesidad que cubre. Partiendo de la base de que, a día de hoy, la atención al cliente está cobrando más importancia que nunca, considero que esta cumple con los requisitos necesarios para satisfacer esa necesidad. Cons Como he mencionado antes, no tengo nada negativo que añadir acerca de la app. Los clientes son los más importantes dentro de la empresa, y con esta app, las empresa pueden resolver las dudas o problemas que puedan surgir en los trámites. Por ello, la considero muy útil. Review Source JV John V. President Real Estate Used the software for: 6-12 months ### "Zendesk Chat plugin for Wordpress" June 9, 2017 5.0 This plugin lets you manage several conversations at once, so you can always be present for those site visitors who are most likely to convert. With premium (paid) you can set up triggers that let you reach out to every visitor automatically, so you’re more available to hold in-depth conversations with serious prospects. You can use the chat system on your mobile device thanks to dedicated mobile apps and you can use the included analytics to assess how visitors use your website. You can also easily customize it to reflect your site’s design and color scheme. Pros A free subscription with Zendesk Chat allows one chat agent to handle unlimited chats, though restricted to one at a time. If your website is small, this live chat plugin may well suffice. Cons Not too much to complain about, but the free version is limited. Premium access costs per month. This also unlocks cool additional features like chat triggers – chat triggers let you specify certain conditions for the chat box to auto-launch, such as if a visitor is stuck on a page for more than a minute. Review Source VR Verified Reviewer Senior Technical Support Associate Computer Software Used the software for: Less than 6 months ### "Easy to use and very intuitive chat software" March 15, 2019 4.0 I use this software daily to support our customer data base Pros The thing I like most about this software is the ability to see website analytics. I also like that this software combined with Zendesk's ticketing system allows any missed chats to be forwarded to our Zendesk ticketing system where we can then respond. I also love Zendesk Chat because it provides the ability to use this software in conjunction with the Zendesk chat app so I can take chats from Zendesk Chat on the go. One of the easiest user interfaces that I've used. Cons The alert noise that goes off to inquire if you would like to change your status can be very startling if your volume is on anything other than low. It definitely gets your attention. Review Source PA Philip A. Head of Customer Success Marketing and Advertising Used the software for: 2+ years ### "Pretty much the leading company for handling support tickets." April 5, 2018 5.0 Pros Very useful for companies to handle the support of their customers. If you establish good guidelines that everyone in your team can follow, it can really improve your handling time. Cons They should really rework the setting section, it is a mess and it is very hard to find the settings, they seem to be scattered around and not super easy to find. The reporting also needs to be made easier to understand and to create your own reports. Review Source Alexander H. Product Analyst Information Technology and Services Used the software for: Less than 6 months ### "Weird to say it's antiquated" July 19, 2022 3.0 If you go all in on it, it's good. If you don't - there's simpler options that may help you out a bit more. EG, it's live chat platform is actually quite.. old. I've experienced a lot better including ones where you get one way video chat. \*That\* is CX innovation. Pros It's general simplicity. It's the old man of CX software so it's comfortable. The features you expect are there. It's knowledge base functionality is actually quite robust, and almost worth it for that. It's live chat is basic, but good. Cons It's "unified view of the customer" is a bit of a misnomer and requires you to base your solution in Zendesk. Integrations aren't actually that great if you didn't start with ZenDesk. Review Source VR Verified Reviewer Quality Assurance Test Analyst Computer Software Used the software for: 6-12 months ### "Chat Tool" August 6, 2018 4.0 A great chatting tool for an organization Pros It is a great helpdesk software. It has a Multi-Channel support like email, web, phone, chat, social media. It has a lot of integrations with 3rd part apps. Advanced analytics and Robust reporting is there. Cons It do not offers a suitable mobile screen for submitting tickets. It do not suggest answers for the knowledge base. Review Source RS Robin S. Sales Rep Financial Services Used the software for: Less than 6 months ### "The WORST company EVER" February 23, 2020 1.0 The WORST company EVER! Because their trial system is so limited I decided to pay for a subscription. COULD NOT FOR THE LIFE OF ME get it up and running properly, then I asked to cancel and have a refund. They continued to ticket my request, then 6mnts later send me a document showing they do no refunds. What a horrible company! I use Agile, a way better system, as is Phoneburner. DO NOT USE ZENDESK Pros NOT ONE THING, the system is confusing. I used the trial, but it is so limited I decided to purchase a subscription, thinking that every other company I have ever dealt with offers a refund if you see the product is not the right fit. Cons They ripped me off, they strung me along for 6mnth of back and forth emails... because it's impossible to call them directly! Then I was told they can find no record of me being charged, then they write and say they do no refunds. If I had known that (as it is in such small print) I could have had my credit card reversed, or just not purchased a subscription. VERY bad business Reason for choosing Zendesk Suite They sold a good lie, but I should have done my research. This is the first complaint I have EVER written, but they are so terrible I think people should know. They do not deserve to have a company if this is how they treat their consumer. Switched from [Agile CRM](https://www.capterra.com/p/135148/Agile-CRM/) Because Zendesk is useless and charges you tons for zero product. Review Source VR Verified Reviewer Director of PR Health, Wellness and Fitness Used the software for: 2+ years ### "Lovely way to track!" November 10, 2020 5.0 Zendesk made for simple tracking of the status of tickets plus easy access to historical data. Pros This software takes so much of the legwork out of tracking communication. It’s wonderful from a user standpoint because it allows access to historical data. Cons I have absolutely no complaints about Zendesk. It seems like anything that ever needed improvement was indeed improved! Review Source VR Verified Reviewer Vice President, Client Success Internet Used the software for: 1-2 years ### "It does the job" December 9, 2019 5.0 I recommend Zendesk as a very general support tool that does everything fairly well. Our use case was specific to B2B and we found it flexible enough. Pros Zendesk helped us manage our Support tickets. I found the ability to create custom views very intuitive and creating custom reports is very robust and relatively easy. It's ability to easily integrate with multiple systems such as Salesforce.com was helpful. Cons To find what you need you really need to do a lot of clicking. It would be helpful to make your custom reports easier to access. Review Source Ashlie P. Holistic Health Practitioner / Personal Trainer / Essential Oil Expert Used the software for: 2+ years ### "A good support desk software" May 9, 2018 4.0 A centralized location for client support along with a professional support center. Pros The ability to access all support email in one location along with the ability to keep tabs on client feedback, prevent duplicate responses by being able to see if another person is in an email, and ability to keep track of the timeliness of response. Cons For what it does, there are a lot of other options that offer as much functionality with a lower price point. Review Source VR Verified Reviewer Analytics & Market Insights Manager Consumer Goods Used the software for: 1-2 years ### "One of the best service/helpdesk tool" August 22, 2022 5.0 Overall, am very satisfied with zendesk. It has made our current ways of working a lot easier. Requesting and tracking tickets are seamless processes because of zendesk Pros What i like most about zendesk is its UI- so easy to navigate and looks very refreshing to the eye. Automatic notifications on new tickets, comments, etc also help a lot for me to track my requests. Cons Honestly cannot think of anything i dislike about zendesk. 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.