# Page 64 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 64 - 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 64 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1576-1600 of 4076 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 AK Ashley K. Veterinary Technician Veterinary Used the software for: I used a free trial ### "ZenDesk For CSR Application in Vet Office Setting" May 15, 2024 3.0 Overall it was decent maybe not applicable in the veterinary setting but in other settings I can see it being very successful Pros Zendez helps streamline questions that our customers may have and get some to us you can timely manner Cons Hard to use and get used to using however easier once you use it 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 Talk to a Capterra advisor for free and get results within 15 minutes.