# Page 63 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 63 - 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 63 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1551-1575 of 4076 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Luis P. Team Manager Outsourcing/Offshoring Used the software for: 1-2 years ### "Truly amazing way to answer your tickets" February 28, 2019 5.0 Pros Zendesk is very easy to use and as an admin, it is very easy to set up new agents into the platform. Cons I would like to see a bit more color into it but nothing that affects the effectiveness of the ticket answering. Review Source DR Damon R. Desktop Engineer Hospital & Health Care Used the software for: 2+ years ### "It's getting better" May 3, 2021 4.0 Overall I have been happy with Zendesk compared to other ticketing programs that I have used. I really would like to have the reporting tool back and to be able to search your own tickets easier Pros Adding to the knowledge base has been a fairly easy task. It's easy to learn how to use and teach others to use Cons Their use a be a report feature you could track your stats and progress but they removed it. Also searching your past tickets can get a headache Review Source IC Imelda C. Virtual Assistant Used the software for: 1-2 years ### "Excellent Chat Support all over the world" January 8, 2019 4.0 Pros Great customer support solution where you can address customer's inquiry and concerns real time. Using this through chat allows us to serve our clients 24 x 7. Everything is documented and stored for future purposes. Sending of files through chat is easy. I have not experienced major difficulty or error. Everything works fine and our clients are satisfied and we are having less complaints or delays. Cons I have no complaints about the application. This software's features and functionalities are superb. Customer support is fast and accommodating. For me, this the best chat tool i have used so far. Review Source AC Adam C. Director, Customer Success Computer Software Used the software for: 2+ years ### "Great system to track and manage tickets" August 15, 2019 5.0 We needed a way to track tickets and make sure they were resolved in a timely manner. Zendesk provided that way! Pros Loved the ability to set SLAs with my team around ticket response times and getting the data needed to help our customers out to resolve tickets in a timely manner. Cons Not many cons when it comes to Zendesk unless you launch the CSAT score after a chat and get detractors because the consumer does not know what they are clicking. Had that happen a few times Review Source CH Cliff H. President Used the software for: 2+ years ### "Like David Blaine doing Street Magic.. that levitating thing. " June 23, 2018 5.0 The ability to connect with customers who want to use chat. Who doesn't want to use chat. Pros Price. Reliability. Phone App. I can chat with a customer in the Panda Express drive thru. Cons Really, there isn't anything I dislike about this app. I think they are fantastic. I recently got an automated renewal the same day I tried to slice back a seat and they were willing to refund the transaction even though they were not obligated to under the agreement. Review Source Kouadio franck arnold Y. Informaticien Internet Used the software for: 6-12 months ### "Idéal pour les entreprises " November 11, 2022 5.0 Pros J'aime la simplicité d'utilisation pour tout le personnel et la prise en charge des clients, c'est une plate-forme merveilleuse Cons Rien de décevant lorsque j'ai eu à l'utiliser Review Source 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 Zendesk Suite 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. 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