# Page 65 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 65 - 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 65 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1601-1625 of 4076 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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. Review Source AB Andy B. CEO Information Technology and Services Used the software for: 2+ years ### "Integrated customer service chat solution" September 28, 2018 4.0 We've been using Zendesk Chat since it was Zopim. And while it's not the cheapest customer service chat out there, we've stuck with it, since it provides great integration to Zendesk, allows for shortcuts, integration of chatbots, and many more features. Pros Great integration with Zendesk (and all of its features) Simplicity and ease of use for the customer Cons Not the cheapest solution out there Using more than the most basic features can require some effort on the admin side Review Source VR Verified Reviewer Product Designer Information Technology and Services Used the software for: 6-12 months ### "Zendesk is the best CRM tool" February 23, 2023 4.0 Pros It gave me a seamless experience, and was easy to navigate. The integrations are helpful and handy. Cons I currently like all the features that I use now. Review Source SR Samantha R. Customer Success Guru Computer Software Used the software for: 1-2 years ### "The absolute best ticket management system out there" January 21, 2020 5.0 I wouldn't want to use anything else but Zendesk. I couldn't imagine doing my job without it honestly. 1000/10 would recommend! Pros Zendesk is by far the BEST ticket management software that I've ever used. Basically my entire job is based in ZD, so I've had lots of time to really get a feel for it over the last year. It's well laid out, intuitive, has a million and one features (but not to the point where it's overwhelming) and it's just overall really easy to use. Cons Nothing! I've used ZD every single day, all day, for just over a year now and I can't think of a single issue I've had with it. Review Source JAW Jody Ann W. Chef Food & Beverages Used the software for: 2+ years ### "Zendesk Review" July 25, 2022 5.0 Excellent Pros Likes the fact that it can be integrated with numerous app, Cons Can be costly to take advantage of all the features. Review Source CB Christopher B. Help desk Food & Beverages Used the software for: 6-12 months ### "Zendesk Suite" December 17, 2022 5.0 Solves the need for me to be at a computer every min of day only need to answer complaints Pros How easy it was to use and integrate with everyone and everyday tasks Cons Some of thier generic responses and repetitive responses Review Source VR Verified Reviewer Associate Software Developer Used the software for: Less than 6 months ### "Easy Help Desk" January 30, 2018 4.0 Zendesk makes it easy to handle issues and resolve them with no configuration and setup and dashboards are great too. It makes the task at hand easier. Pros ZenDesk is fairly easy to use and functions well. I love it's UI. It's simple and clean and I hope they don't mess with it. The integrations are very useful. Zendesk makes it easy to handle customer issues and resolve them with a minimum amount of configuration and setup. Reporting and dashboards are great too. Cons Some Features are missing, but I hope that they will correct this thing soon enough, by offering the features which most of it's competitor have. Ticket orders can be confusing. I would prefer an easier way to sort through all types of tickets. Review Source Cameron N. Strategic Account Manager Logistics and Supply Chain Used the software for: 6-12 months ### "Helping you keep your ZEN when dealing with trouble tickets!" January 3, 2020 5.0 Zendesk is a great tracking tool for handling all kinds of issue tickets from customer issues to internal IT issues. It's been a lifesaver for being able to keep track of all client issues in one place. Pros Zendesk is a great tracking tool for handling all kinds of issue tickets from customer issues to internal IT issues. It's been a lifesaver for being able to keep track of all client issues in one place. Cons Nothing so far, it's been a great solution. Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Greater functionality and easier usability across departments and teams. Review Source Casimir C. Support agent d'appel E-Learning Used the software for: Less than 6 months ### "Logiciel de service clients" August 22, 2023 5.0 Zendesk Suite est l'un des meilleurs logiciels et une meilleure solution pour la gestion clientèle Pros Un très bon logiciel pour la gestion clientèle avec une grande qualité et simple à utiliser pour travailler avec les entreprises . Sécurisé et fiable, permet également de créer des tickets pour résoudre au problème posé par les clients Cons Un très bon logiciel mais parfois on rencontre un peu de difficulté à ce connecter . c'est un très bon logiciel Review Source TL Taylor L. Senior Business Analyst Non-Profit Organization Management Used the software for: 2+ years ### "Zendesk as a useful helpdesk tool" October 6, 2016 4.0 I have been using Zendesk for over 3.5 years and I find it pretty simple to use. The fact that you can respond via email is helpful as an agent for rapid troubleshooting and responding. Overall, I have had a pretty positive experience and just successfully integrated it into our single sign-on provider. Some areas to improve would be a shortcut to marking an issue as "Solved". This could be helpful instead of having to log in to close issues. Additionally many users reply "thanks" when you close an issue and this automatically re-opens the issue which can be tedious for agents. Pros Tracking issues in an easy to read thread. Email integration SSO integration Cons Need an option for "thank you" comments to not re-open solved issues. Review Source VR Verified Reviewer Product Manager: Supply Chain Retail Used the software for: 2+ years ### "An indispensable part of the business, used in countless ways to improve workflow." July 4, 2018 4.0 Pros The software is very customisable & configurable - we've used it for everything from customer service (it's intended function) to supplier communications, internal workflows, warehouse communications etc. Cons I think the cost of the product is an inhibitor to more widespread adoption. I've also found that the software can be slow, and a better mobile app would be useful. Review Source VR Verified Reviewer Quality assurance Information Technology and Services Used the software for: 6-12 months ### "Best customer support tool for all medium and big organisations" September 17, 2019 5.0 It was awesome tool where you can chat with multiple customers to help your customers and also resolve there archived ticket like you want by sending emails by making it pending or resolving it from open ticket Pros This is the best tool i have came across which gives all chat ticketing and knowledge base for any orginsation Cons There was no con but the price of the product is little high Review Source VR Verified Reviewer Manager Used the software for: 2+ years ### "Solid platform for emails and customer support functions" May 15, 2018 5.0 Solid product for a medium sized customer support team like ours. It's been serving us well for about 4 years now. Pros Robust system that offers a lot of features and is pretty easy to use. I like the reporting and the organization that is able to be customized for easy viewing. Cons Some of the features and setup is complicated and not well explained. Takes some time to figure out, but it's pretty straight forward once you get used to it. Review Source EK Erik K. Sr. Manager of L&D Internet Used the software for: 2+ years ### "Zendesk is a great customer service ticketing platform" April 22, 2021 5.0 We have been using Zendesk for probably 9 years now as a ticket management and knowledge management tool. It has been well received by everyone that uses it, and I have rarely ever heard complaints that it is deficient in any way. It is a great tool for our company. Pros The interface is so intuitive and powerful. Customer service advisors adapt to it very quickly, and it makes it super easy for them to manage their tickets. The Knowledge management portion of Zendesk is also fantastic for both internal employee use and external customer use. Cons I wish there was a bit more customization options available in the knowledge management portion of the tool. Review Source VR Verified Reviewer Production Support Engineer Financial Services Used the software for: 6-12 months ### "Good features and helpful overall" May 10, 2018 5.0 Ticketing, helpdesk, issue resolution Pros We found it very simple to respond to tickets submitted. Tagging tickets to clump them together is also something we found to be a great feature. Cons The mobile functionality is limited and not easy to deploy. We have seen pretty good response from customer support teams, but would like to see this improve Review Source VR Verified Reviewer Client Experience Associate Financial Services Used the software for: 6-12 months ### "Using Zendesk for communicating with customers." July 29, 2020 4.0 Overall my experience was great. It is a nice product that integrates easily with other softwares. Pros This software is very easy and intuitive to use. Can easily integrate other software such as JIRA, Aircall and so on. Cons Can get finicky with using several tabs, for example viewing all open tickets that a client may have, the fotware tend to work very slow. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.