# Page 64 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 64 - Is Zendesk Suite the right Customer Experience 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 64 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1576-1600 of 4080 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Libre ejercicio Used the software for: 1-2 years ### "An excellent tool for support and customer service attendance" June 13, 2018 5.0 An easy to use tool for customer service that bringed us a way to prioritization according to the time and difficulty of any case of support. Pros In a Software as a service company, we added a standarized system of tickets to priorize support and asistency in many ways. This bringed us a way to care our clients and we could provided a service with a great quality proved. In other cases, we could provided information for sales and attention for alliance with other businesses. Cons The integration process needs a specialist in software development. This increase the cost of acquisition in a startup with a low budget. Review Source JC Jon C. CTO Computer Software Used the software for: 2+ years ### "Good help desk software, but they do not understand business-to-business customers" July 27, 2020 4.0 Good tool, but a bit pricey, and support is mediocre. Pros Easy to use, flexible, good email alerts. Cons In trying to use the Guide feature to provide a knowledge base to our customers, the security settings were insufficient, and upon contacting Zendesk support, they acted like our request to secure the knowledge base information was ridiculous. Reason for choosing Zendesk Suite Help desk alerts, to both the agents and the requesting user, were more comprehensive. Review Source JL Julian L. Technical Program Manager Photography Used the software for: 2+ years ### "Support product is good, many cases of missing functionality" June 9, 2020 4.0 Zendesk is good for handling high volume contacts and managing a large base of agents. Pros Zendesk is very good for its Support product. It's easy to admin for users and ticket routing. Guide is also useful for getting a knowledge base up quickly. Cons Internationalization functionality isn't the greatest. You'll find that there are many instances of a feature not quite working how you'd like it to, or some functionality being conspicuously absent. Review Source VR Verified Reviewer Operations Manager Higher Education Used the software for: 6-12 months ### "Valuable Customer Service Interface" July 18, 2019 4.0 Pros Zendesk offers a super intuitive platform for answering our customer service needs. Very user friendly and offers a familiar feeling for all of our customer service associates. Cons We are testing a transition to another software because of a better integration of social media platforms. Zendesk doesn't seem to fulfill all of our needs on that level. Review Source JW Jeanette W. Practice Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Very affordable chat function" April 4, 2019 5.0 Very affordable chat function for your website. Pros Fairly simple to setup. I do recommend calling customer service to make sure you find all the settings you might need. Once it is running, even if you don't have someone manning the chat feature, it will send an email. Extremely reasonable on price for one user. Cons Can be confusing for settings. Really need someone that is dedicated to manning the chat feature at least during the day. Review Source Brett N. Manager Restaurants Used the software for: 2+ years ### "Easy to use and accessible to everyone!" July 26, 2019 5.0 Zendesk is always there to help in any situation. Even when you need an answer or support immediately. I feel so much more comfortable knowing I have somewhere to go when I have an issue I need resolved. Pros Zendesk provides calm in the midst of chaos. Whenever I had a question and didn’t know what to do, Zendesk was easily accessible and they responded back in real time. Cons I don’t have any negative things to say about this company! Review Source Brittany V. VP Sales Retail Used the software for: 2+ years ### "Clean, User-Friendly" December 11, 2018 5.0 Quick, easy, and to the point. Does exactly what I need it to do! Pros I have had to use Zendesk Chat multiple times for our Shopify account and it has always been extremely helpful and easy to use. Never had any glitches or errors. You can send screenshots of issues to the agent on the other end. Very user-friendly, clean design, straight forward and simple, which I like. It's just like a iphone message, so you can see when the other person is typing. Cons I guess my only con is sometimes I get distracted on another screen and the agent will cancel out the chat. So maybe somehow making it pop up or blink or somehow alert me that I have a message, otherwise I have to go through the whole process again of opening up and waiting for an agent. Review Source VR Verified Reviewer Software Developer Information Technology and Services Used the software for: 2+ years ### "Good tool for handling customer support" April 25, 2019 4.0 The overall experience has been decent. It does what it's supposed to, though I'm not overly fond of certain aspects of the UI. Pros It's rather easy to configure and it works well together with JIRA. Cons The default views aren't always focused on the things you really want. So there is almost always a need for a couple of extra clicks (such as sort on another field that makes more sense) when you open any of the views. Review Source AH Abid H. Pharmacist Pharmaceuticals Used the software for: 6-12 months ### "Excellent " December 25, 2022 3.0 Excellent Pros Impactful software mangment system and problem solving Cons Quick and comprehensive accuracy regarding time Review Source SS Sarah S. Owner Non-Profit Organization Management Used the software for: 1-2 years ### "Great product!" December 6, 2022 5.0 I would recommend it to everyone. Pros Love the call center management options...can be used for a small or large business. Cons Nothing it is a great all around program. Review Source VR Verified Reviewer Customer Support Banking Used the software for: 6-12 months ### "Zendesk is what you need!" November 20, 2018 5.0 Very Positive and would recomment to others Pros I really enjoy using Zendesk because it not only keeps me organized but is really easy to use! We Use this at my work and it helps me manage a couple hundred support tickets we recieve for our business. Cons Some of the views are difficult to set up and navigate but once they are set up the views are very helpful Review Source VR Verified Reviewer VMUG Leader Information Technology and Services Used the software for: 1-2 years ### "Zendesk is a great SaaS helpdesk, quick to deploy, easy to maintain and easy to use." September 29, 2015 5.0 Zendesk is a great SaaS helpdesk, quick to deploy, easy to maintain and easy to use. While I have had experience with other competitors as well, Zendesk hits the right price point and is easier to configure/deploy/change than other products I have used. Zen desk provided us with great value as we can use the iOS and Android apps to stay up to date while in the field. Pros Easy to 'brand,' configure, setup custom menu selections and knowledgebase for easier user self service. Great reporting tools too. Cons While SaaS based anything has an initial learning curve, this one is relatively quick to master. Technical Support is very quick/helpful when necessary too. Review Source YT Yoselin T. Support Associate Outsourcing/Offshoring Used the software for: 2+ years ### "Zendesk is one of the best softwares to use in a customer service job" May 5, 2019 4.0 I've been working with Zendesk for over 3 years already. It has been a smooth and great experience. I would definitely recommend people to use it! Pros The platform itself it's very neat and the tools are very easy to use. Even a non-tech person can find it easy to work with! Cons What I dislike about Zendesk is that there are times on where this software stops working and the overall date is inaccurate. I've found myself having to fetch this data manually. Review Source VR Verified Reviewer Front Desk Receptionist Hospitality Used the software for: 2+ years ### "Zendesk" August 24, 2021 5.0 I enjoy Zendesk overall. I use it from my gaming and casino apps. Pros I'm able to get in touch with customer service at a faster pace instead of waiting for an email response. Cons It's take a little longer for an agent to connect. So that leaves you waiting for an unspecified time period. Review Source Amy S. Project Manager Outsourcing/Offshoring Used the software for: 1-2 years ### "Easy to use" September 5, 2018 5.0 Pros You can customize it according to your business needs Cons Whenever something is not working and you reach to their support team for guidance, they are not able to provide you with a solution. Review Source RR Ruby R. Owner Executive Office Used the software for: I used a free trial ### "Thriving business with Zen" October 17, 2023 5.0 The CRM is great, helpdesk is fast and easy to contact and get the issues and questions answered fast. Pros Easy to use, very user-friendly. i love it. Cons There is nothing that I dislike about Zendesk. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Zendesk Suite Cost the most. Review Source TO Theresa O. Team Lead Outsourcing/Offshoring Used the software for: 6-12 months ### "Great tool to use" December 10, 2022 5.0 Everything was smooth and very easy to use. This is something we can use for a long run. Pros Zendesk is our knowledge base tool. This is our everyday tool for our agents. It helps them with getting through the process. Cons Zendesk can be improved, there are a few flaws but still manageable and easy to use for all of the employees. Review Source VR Verified Reviewer Web Developer Used the software for: 1-2 years ### "Support solution usefull even for developers" July 31, 2018 5.0 We have been able to set up perfect escalation by tier system for support team straight to developers team. Additionally, we have connected chat and other software to it, so we have complete solution out of the box. Pros Zendesk offers support chart and few other software that is easily connectible. Additionally, you can connect other software. All the dashboards and overviews are very usefull and give quick and easy way to track your monthly support. Cons It is a little bit confusing if it is not set up right. You need to know what you do, otherwise your support team will not be happy. Review Source VR Verified Reviewer Product Designer Consumer Electronics Used the software for: 1-2 years ### "A great customer support tool." May 4, 2018 4.0 Pros There is a reason a large number of major product companies are using Zendesk - it's easy. You can plug and play rather quickly, it sorts your history of customer issues, allows you to tag support tickets with specific labels, and provides detailed metrics regarding response time and satisfaction. Cons Zendesk is difficult to customize or match to your company's branding. There is an ability to custom code your own site, but it still holds a general Zendesk style. That also requires someone who can code changes to make it your own. Review Source MH Mike H. Director of CS Computer Software Used the software for: 2+ years ### "Great support tool for ticket style task management" July 25, 2019 5.0 We love Zendesk and appreciate the growth in integration possibilities. Pros The app is pretty intuitive considering all of the different functions Zendesk offers and that a fully functioning support team needs. We can sit a new person down in front of Zendesk and they'll be functioning at a high level within a day. Cons I don't feel like the workflows are quite as efficient and user-friendly as I've experienced with other support solutions. Review Source JL Jenna L. Quality Assurance Analyst Market Research Used the software for: 2+ years ### "Zendesk" February 8, 2021 5.0 I appreciate that we can utilize Zendesk as a one-stop-shop and not have to have different platforms for other job functions. Pros The ease of use of this product is exceptional. It is customizable to help any business thrive! It has so much to offer - a phone system, chat system, knowledge base, and a CRM ticketing system. Cons The system has occasionally crashed from time to time - and it can have a negative impact when facilitating live operations. Review Source MD Moussa D. Mon avis Photography Used the software for: I used a free trial ### "Zendesk suite est meilleur " December 14, 2022 5.0 Mon expérience globale d’utilisation de zendesk suite est excellent Pros J’ai apprécié la simplicité du produit et sa capacité Cons J’ai pas eu assez de moins a apprécier le produit Review Source VR Verified Reviewer Entrepreneur in Residence ¿ Senior Channel Sales Manager ¿ Sales Enablement Internet Used the software for: ### "Zendesk is probably one of the top three best brands in customer service management software" June 4, 2018 5.0 Implement IT Service Management (ITIL V3 Framework) without any training, the team will apply best practice without having to learn/read about that methodology Pros Zendesk has a fully integrated ITIL V3 Framework, you apply IT Service Managment without having to learn it. Great tool for managing incident, case and escalation management. So many integration with other apps too Cons The only thing that I can complain on is the pricing, i believe that a freemium plan could really include users that I currently priced out of a great tool Review Source Christina Ferrara E. Yoga Instructor Used the software for: 1-2 years ### "Zendesk makes getting and giving support simple!" June 4, 2018 4.0 The layout of Zendesk makes it very easy to see if a problem has not been answered or resolved. This helps to ensure no issue goes unresolved. It allows for greater efficiency in responding to customer requests. You can respond quickly using canned emails, which is a time saver. Pros My favorite feature is it allows you to add notes (that the customer can not see) which is VERY helpful if there are going to be multiple people dealing with the customer or issue. Cons The only issue is that the ticket reopens if the customer replies "thank you" or something similar. Sometimes it runs slowly but that is expected of these softwares programs. Review Source Tamar W. Editor-in-Chief and General Manager Information Services Used the software for: 1-2 years ### "Good for single teams, not so for multiple" October 26, 2018 3.0 Zendesk is almost too big that they do not seem to care about acquiring new users. On several occasions, when trying to get a demo, the company was very blase and not responsive. Pros Zendesk is a solid offering for large single teams under a single brand name. It has a lot of customizations, macros, reporting, and a plethora of neat help forum features on top of it. Cons I found that for my needs of managing multiple brands, Zendesk was not a solution since there was difficulty in being able to customize tickets to respond to them via email. This became a limiting factor and caused me to work with a competitor. 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