# Page 7 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - Is Zendesk Suite the right Help Desk solution for you? Explore 4079 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 (4079) 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 7 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 151-175 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use QB Quantieshia B. CEO Entertainment Used the software for: 1-2 years ### "Zendesk suite is great" September 19, 2024 5.0 My overall experience was amazing using this software Pros I am to manage all important files and schedules in one place. Cons I have no issues with it I recommend it to anyone. Review Source PB Paige B. Business support management Education Management Used the software for: 6-12 months ### "Game Changer for customer support " September 13, 2024 5.0 Amazing, we were recommended by another company and have not looked back since. Pros The Ability to contact our customers via multiple ways of communications. the speed it notifies us and the live chat has helped us manage our customer support and also deal with any complaints swiftly Cons Nothing stands out in terms of not liking the service, just maybe having the option for more customer support agents to login Review Source AH Ashli H. Client Solutions Navigator Veterinary Used the software for: 2+ years ### "Zendesk- Pros & Cons" September 10, 2024 3.0 Overall a good tool to organize several incoming/outgoing communications in one hub Pros Easy to navigate, tickets translate information clearly & can handle many users Cons Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues Review Source GF Gabriel F. IT Intern Electrical/Electronic Manufacturing Used the software for: I used a free trial ### "Great for Help Center / Knowledge Bade" March 4, 2025 4.0 Very intuitive platform with straightforward help center home page Pros Large Data Storage Limit of 10.5 GB with the option to upgrade Cons Template Objects are complicated to code in Review Source Asif A. Technical Support Engineer Information Technology and Services Used the software for: 2+ years ### "Complete ticketing tool" August 16, 2024 5.0 Fine , reliable and organized ticketing tool with sla management and to keep track of status and accurate timeline of all the support tickets. Easy to configure and automate responses on the tickets. Pros Highly performant ticket tool with complete options. Easy login through SSO and reliable tool. Can easily configure profile , signature and automated replies in tickets. Cons On mobile and personal hotspot internet it works little slow. Review Source KD Krystina D. Franchise Call Center Support Agent Consumer Services Used the software for: I used a free trial ### "Zendesk is a great product needing a few tweaks." December 31, 2024 4.0 So far everything has been well with the program - no complaints other than log in issues. Pros Zendesk makes it easy for us to communicate with customers. Cons The program we use only allows for one person to be logged in at a time to it - possibly because it is the free trial version Review Source AN Aimee N. Bilingual collection specialist Financial Services Used the software for: 1-2 years ### "User friendly and efficient" September 24, 2024 4.0 Pros It is very user friendly and is not complicated to use Cons I have no complaints at all. We use it on a daily basis Review Source VR Verified Reviewer Analista de Negócios Banking Used the software for: 2+ years ### "Zendesk Review" August 25, 2024 4.0 Pros That it integrates with other Apps and has it own dash Cons That it takes a lot of actions to configurate tags, for exemple. Review Source JT Jess T. SSM Real Estate Used the software for: 1-2 years ### "Zendesk review" September 20, 2024 5.0 We use this for IT tracking and implementation Pros Easy to track tickets and put in new requests Cons Sometimes my emails get sent to the spam folder Review Source MK Mariia K. Software Engineer Computer Software Used the software for: Less than 6 months ### "Rich in features and very user friendly" October 30, 2024 4.0 Pros All the features are very customizable and user friendly for both agents and end users. Cons Harder to integrate with source control systems than other alternatives. Review Source KR Kyle R. IT Support Automotive Used the software for: 2+ years ### "Zendesk is Great!" September 4, 2024 4.0 Mostly Good! No down time so far, and very little issues. Pros Being able to accurately track support tickets for the IT department. Cons To make it very feature rich, you have to use a lot of plugins and a lot of them cost money. Review Source AW Alexandra W. Senior staff engineer International Trade and Development Used the software for: 1-2 years ### "Solution de Support Tout-en-Un" September 9, 2024 5.0 Pros Zendesk m'aide à gérer le support client à partir d'un seul endroit. C'est parfait pour suivre les tickets et parler aux clients sur différents canaux. Cons Le seul inconvénient, c'est que ça peut être un peu cher, surtout pour les petites équipes qui n'ont pas besoin de toutes les fonctionnalités. Review Source JG Johan G. Application Manager Computer Software Used the software for: Less than 6 months ### "The support tool with extra everything" August 21, 2024 4.0 We have tried several support tools for best possible support to our customer. have everything bundled so you don't need to use diffrent tools Pros It's easy to use and have everything you need for your Customer Service Cons Nothing really bad about it, maybe the UI could be better sometimes. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Reason for choosing Zendesk Suite have better options for all different needs. Review Source CW Casey W. Office Manager Media Production Used the software for: 1-2 years ### "Works with multiple platforms" September 13, 2024 4.0 Overall my experience is good with Zendesk and has helped with customer support. Pros I like the ability to interact on multiple platforms, including social media. I also like it's ability to work with Slack and the analytics dashboard. Cons Customer support can be difficult to track down, and the cost is pretty high. Review Source Mai V. Software product manager Financial Services Used the software for: 1-2 years ### "A good tool overall, however too ugly and outdated user interface" August 22, 2024 3.0 Pros That it is easy to use and it's easy to log customer complaints tickets Cons That Zendesk has such a simple and ugly user interface and GUI Review Source VR Verified Reviewer Senior manager Human Resources Used the software for: I used a free trial ### "Zendesk is generally positive overall." November 18, 2024 4.0 It is a suitable program for corporate use. Pros Having a variety of options is an advantage. Cons There are some aspects that are slightly tricky to use. Review Source Keri M. Delivery driver Consumer Services Used the software for: 1-2 years ### "Zendesk review" September 14, 2024 3.0 Pros What I liked most about is the many platforms that utilize it s their customer service contact center Cons What I like least about zendesk is the amount of time it takes to get a response from customer service especially when its a time sensitive matter. Review Source CO Chisimdi O. Customer Service Representative Apparel & Fashion Used the software for: 6-12 months ### "Zendesk Review" October 22, 2024 4.0 My overall experience so far have been a good one. Pros It is very easy to organize your works and track your assigned tasks and activities Cons I would say it is a bit on the high side for me though. Review Source MA Miriam A. Admin Education Management Used the software for: Less than 6 months ### "Excellent CRM tool " April 13, 2025 5.0 Pros So easy to use. No glitches, no lag time Cons The cost - there isn’t a free version unfortunately Review Source AI Alukut I. IT Support Specialist Education Management Used the software for: 6-12 months ### "Zendesk is a professional customer support tool" August 16, 2024 5.0 I use the solution to offer customer support to and responding to tickets from clients Pros The affordability of Zendesk and the startup program of using the solution completely free for the first six months is the best experience and reliable customer support team who responds to questions on time Cons It is not having any technical issue yet, However I would like to see more options to customize the chat widget compared to the available options Review Source AR Anugrah R. Teammate Telecommunications Used the software for: 1-2 years ### "Zendesk- The Powerful Tool" July 10, 2024 5.0 I have had a generally favorable experience with , which is consistent with its reputation as a powerful and all-inclusive customer support platform.Its seamless integration with a range of other products and platforms has been one of its most notable characteristics. This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow. Pros The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows. With the help of these tools, teams may route tickets according to predetermined standards, automate tedious processes, and make sure that customers' concerns are handled quickly and by the right team member. Cons According to certain users, Zendesk can be resource-intensive, especially when it comes to browser and system speed. This might result in less effective workflow and slower reaction times, particularly when several features and integrations are being used. Review Source Rudy B. Founder Internet Used the software for: 2+ years ### "Worst Experience with Zendesk Suite - Avoid at All Costs" June 30, 2024 1.0 Our overall experience with was dreadful. Despite being long-time users, we faced continuous hassles and struggles, particularly with their payment structure and unresponsive support team. When we attempted to downgrade our user numbers, a small oversight led to an automatic renewal, and our account manager failed to respond in time. This resulted in unnecessary charges that we could not afford, and Zendesk showed no willingness to provide a solution. In the end, we lost all our data and help center content. Their rigid policies, poor customer service, and illogical pricing model have caused significant damage to our business. I strongly advise against using Zendesk Suite as there are far better alternatives available. Pros The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market. Cons Extremely poor customer service and support. Payment methods and structure are convoluted and inflexible. Account managers are solely focused on making money rather than helping customers. Unresponsive and evasive support team, often citing vacations as a reason for delays. Inability to downgrade user numbers in a timely manner, leading to unnecessary charges. Lost all our data and help center content due to their rigid policies. Overall, their pricing model and policies are illogical and harmful to loyal customers. Alternatives considered [tawk.to](https://www.capterra.com/p/167792/tawk-to/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite We chose over alternatives like Intercom and Tawk.to because of its longstanding reputation and perceived reliability. Being one of the oldest players in the market, we believed that Zendesk's experience and established presence would offer a robust and dependable solution for our customer support needs. Additionally, we liked the way the help center works, so it fit our needs. Review Source ST Sebuliba T. Customer Success Manager Financial Services Used the software for: Less than 6 months ### "Zendesk suite is pricey and reliable" August 26, 2024 5.0 It is helping us to do the customer support role and creating deals within the Pros Easier to setup a knowledgebase in the the which gives me the ability to create support articles to our clients, the tool supports email piping and integrations through SMTP and DNS verification where clients are able to email our support email and then we respond through the Zendesk Suite Cons You need to have the budget for this tool if you are planning to use the most professional features and hence would not be a good fit for SMEs and startups to use the solution Review Source mR mirian R. vendas e criação de produto Cosmetics Used the software for: I used a free trial ### ""Reviews Zendesk " September 8, 2024 5.0 agendamente com agilidade conecção intgrada para administrar as tarefes e distribir o trabalho de forma eficiente e conctada Pros agilidade em colocar objetivamente cada departamento em um so softy Cons engajamento dos colaboradores, bem como na melhoria do desempenho organizacional. Review Source SJ Shubham J. Member support agent Consumer Services Used the software for: 2+ years ### ""Zendesk : Best communication channel"" August 5, 2024 5.0 Zendesk has really improved the way we communicate with our customers. Pros I like the way it is helping me to assist my customers in real time. Cons Zendesk can improve their something in their backend to improve their User interface as sometimes I found it choppy. 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.