# Page 71 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 71 - Is Zendesk Suite the right Help Desk solution for you? Explore 4071 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 (4071) 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 71 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1751-1775 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PB Pablo B. SAV Textiles Used the software for: Less than 6 months ### "Un bon outil de relation client" November 22, 2023 4.0 Pros Ergonomique, facile d'utilisation, personnalisable. Il permet de centraliser toutes les demandes et d'avoir un bon suivi, parfait pour une gestion en équipe Cons La prise en main nécessite un peu de temps et l'optimisation doit sans cesse etre mise à jour, des préréglages par type de business seraient les bienvenues. Filtrage des spams à améliorer. Un peu cher. Review Source KE Kandice E. Executive Assistant Consumer Electronics Used the software for: 1-2 years ### "Zendesk in depth" January 2, 2020 4.0 Pros Zendesk has a lot of customization features with the ability to set SO many triggers to send your customers emails and follow ups. It is truly the best part about Zendesk if you are in need of following up after a customer has reached out for support. Cons It seemed like the page itself was clunky and maybe a bit slow. It seemed to "go down" often and we would be unable to access the support app as well as chat since they were both connected. Switched from [Shared Contacts for Gmail](https://www.capterra.com/p/162216/Shared-Contacts-for-Gmail/) Initially, we chose Zendesk over any other software as there was not really a lot of 5 star choices out there. we were handling all of our customer support just via email with no live chat function and we just outgrew that. Review Source AK Ashok K. Management Trainee Information Technology and Services Used the software for: 6-12 months ### "Best Query Management Tool" February 12, 2023 5.0 Pros It helps me to manage internal service queries until it get solved,Where we can change it to any internal groups to get it solved. Cons After receiving Bad comment ,if the ticket get open it will be good Review Source KS Kranti S. Hr Arts and Crafts Used the software for: 6-12 months ### "Professional " September 22, 2023 4.0 One of the best Pros Zendesk Suite is very user friendly and easy to adapt to. Helps you a lot. Cons Some lows like user interface and quality Review Source Clayton S. Customer Success Manager Computer Software Used the software for: 6-12 months ### "Great support management platform" April 6, 2018 5.0 Pros Being able to create tags and use saved responses. This really allows us to cut down on time and, ultimately, time to response. Cons The setup and admin stuff was a bit tricky to learn at first, but this gets easier over time. Getting someone trained up on this takes investment. Review Source DD Dealdiane D. Mr Computer Software Used the software for: 1-2 years ### "A good help desk" May 16, 2018 4.0 Pros If you are using the Atlassian suite of products, especially Jiram then it just make sense that you should be using this as well. This helps you organize your support emails automatically with little setup. The history tracking is great as well. Cons History tracking is great but can be too verbose. I hope there's a way to delete "some" of the history. Also, we always seem to have a problem with images in emails. They never get automatically attached to JIRA or to a ticket when forwarding emails from it. Review Source KM Karen M. Técnico Veterinario Veterinary Used the software for: 6-12 months ### "Mejor Servicio" March 1, 2023 5.0 Indudablemente el hecho de poder responder a tiempo cada una de las necesidades ha hecho crecer la confianza en los clientes, una excelente herramienta para mejorar el servicio. Pros Gestión inteligente, dinámica, de respuesta rápida a las necesidades del cliente. Cons Hasta el momento todo ha funcionado muy bien, no tengo reparos ya que es fácil de usar. Review Source VR Verified Reviewer Customer Service Representative Wine and Spirits Used the software for: Less than 6 months ### "New to Me but I Love IT" December 3, 2021 5.0 Pros What I like most about the software is its all in one integration. We use it for our inbound calls and for emailing the customers, our, partners, and our various departments. Cons What I liked least at first was that I was really looking for a button that said send new email but it is actually just a plus sign you click and the email is called a ticket. Review Source SR Simone R. Customer Care Specialist Banking Used the software for: 6-12 months ### "Useful software" June 14, 2022 5.0 Very useful software that I use daily to solve customer queries Pros Easy process to solve queries, Quick and easy live chat Cons That we need to pay extra fees for automated feedback Review Source EK Eva K. Customer Experience Executive Telecommunications Used the software for: 1-2 years ### "Support Made Easier" July 8, 2021 5.0 Offers a number of tools to support clients, though quite overwhelming when setting up since it has so many options. Pros A great client support system that provides multiple channels to reach out to clients for issue resolutions, eg Zendesk chat/talk/connect. It was quite easy to integrate with our project management system Cons When end users read an email, maybe three days after it was sent out and the issue had been closed, I always get the read receipt notification, and a ticket is created, hence the need to close many tickets. Review Source VR Verified Reviewer Sales Manager Internet Used the software for: 2+ years ### "Great software" October 27, 2018 5.0 Pros Helpful for monitoring our general business email and assigning the 'tickets' amongst our team Cons We stopped using it eventually because we switched to hubspot and it has an in-built system of monitoring customer emails I think. I liked zendesk but my only frustration was that it didn't sit on top of gmail so it was another place to check every day. Review Source Jace C. Director, Customer Success Computer Software Used the software for: 6-12 months ### "Perfect for our needs!" June 2, 2022 5.0 Pros It does exactly what we hoped it would It allows us to easily track our tickets and have metrics around our support desk. Cons No real complaints. Any negative feedback would be extremely nitpicky. Review Source VR Verified Reviewer Quality Assurance Engineer Computer Software Used the software for: 6-12 months ### "Great tool for support ticket tracking" May 8, 2018 4.0 Pros \- Very easy to keep track of support tickets submitted by customers. - Powerful and comprehensive reporting features. Cons \- The pricing can be really expensive depending on your business size. - The UI lacks ways of white labelling the layout to match your applications. Review Source Feastre L. Team Manager Packaging and Containers Used the software for: Less than 6 months ### "Zendesk provides us with everything necessary to handle technical support well " July 28, 2019 5.0 Working with Zendesk is highly recommended for technical support teams and for call centers, since without a doubt its great strength is the variety of tools it has to manage telephone calls, including the automated routing of these. Pros Zendesk support ticket management is very balanced. With this service, each ticket can be prioritized over others, depending on the severity of the case, in order to address the most complicated and time-consuming situations. Cons Now, the Zendesk platform has many limitations in terms of its communication tools. For example, it does not integrate to file sharing services, so working with attachments from the cloud becomes complicated. Review Source JV Joseph V. Social Media Customer Support Printing Used the software for: 2+ years ### "Great for providing customer support" January 14, 2021 5.0 Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place. Pros It's a solid and stable platform, with various integrations so you can centralise and provide support for pretty much alls channels. Cons It is not that optimal for handling certain type of tickets (e.g. from social media) and can be time consuming to setup. Review Source MK MacBride K. Sales agent Financial Services Used the software for: I used a free trial ### "Efficiency " February 14, 2024 4.0 Its a good experience 9/10 , efficient Pros Its very easy to use logging into it very easy and the interface is user friendly Cons It requires a proper connectivity, high amount of data used Review Source TM Timothy M. Founder Management Consulting Used the software for: 6-12 months ### "Highly NOT recommend.... " March 23, 2020 1.0 Horrible experience. I contacted them to get a refund for our service since we paid a full year off, and they basically said no, that its in their terms that they dont offer any refunds at all. Waste of time and horrible support! Pros Nothing... They charge you a ton of money, and yet offer nothing. Cons Let's list it. 1. They charge you a ton of money, but if you are on their "essentials" plan, they dont support you. Period. 2. They only allow 1 agent for the essentials plan. Still a waste of money for 1 agent. 3. When you ask for your money back after paying a year of service, they reject you. Reason for choosing Zendesk Suite Initially, I needed a tool to support our product- but I regret ever signing up for ZenDesk. Review Source VR Verified Reviewer Senior Project Coordinator Construction Used the software for: 2+ years ### "Zendesk for Helpdesk Issues" October 23, 2018 5.0 Pros My company uses Zendesk for the purpose of our IT helpdesk. It enables our IT department to assign and easily track our helpdesk tickets so that they are able to easily resolve high volumes of IT issues. Cons I haven't had any negative experiences since our company began using the software a few years ago. Review Source FJD Fabio Junior D. Founder Entertainment Used the software for: 6-12 months ### "The most complete Help Desk software" April 3, 2020 5.0 Pros All my experiences with the ZenDesk was extremely positive. They really make it easy to run a help desk. Cons I can't point anything about negative experiences. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite They offer a 12 months free as a startup program. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) ZendDesk was recommended by a client company. Review Source Randi N. Mid Market Account Executive, AdRoll Marketing and Advertising Used the software for: 6-12 months ### "ticket crazy" September 11, 2018 4.0 Pros That you can track what you need to get done. Cons I dont like how confusing it is. Maybe I am just not very savvy when it comes to this but there are lots of fields that you need plus you can have tons of tickets open at the same time and it gets to be overwhelming. Review Source Maja S. Ecommerce Specialist Used the software for: 6-12 months ### "It's easy to love Zendesk" March 15, 2018 5.0 Pros Love the simplicity of the user interface, simple but necessary options and settings. Cool new features and great blog/forum posts! Cons It's pricy for a big team but it makes up for in functionality. It is buggy sometimes, but it's nothing compared to overall up time. Review Source VR Verified Reviewer Administradora Used the software for: Less than 6 months ### "A great tool that allows us to continue improving" July 24, 2018 4.0 Pros It is a great tool to manage customer service tickets. It works very well in general and is really easy to use and intuitive. I really like how it fuses chat and direct messaging options with the client. It helps a lot to manage the attendance time per ticket and the possibility of searching in previous messages is usually great to monitor the general improvements that should be made to our services. Cons Although so far Zendesk has fulfilled its function, it would be good if some functions were improved, the navigation and the appearance could improve. But above all what must be improved is the mobile app. Review Source VR Verified Reviewer Claims Supervisor Insurance Used the software for: 2+ years ### "Zendesk for Support" April 22, 2019 4.0 I have a great experience with Zendesk and used it for over 2 years. It is simple and easy to track your work. Pros I enjoy the thread of the emails and that all the information for a customer is in one page. The emails continue to roll through and the internal notes are visible in the same thread. Cons There are some limitations with the software and tracking certain data. Review Source AS Awan S. Social Media Manager Marketing and Advertising Used the software for: Less than 6 months ### "Best software for a call center" October 28, 2022 5.0 My overall experience with Zendesk Suite is great. Pros Zendesk Suite is the best software for call center. You can monitor calls, record calls and also manage your calls. You can integrate it with many other applications such as mailchimp, shopif, xero and many others. Cons Zendesk Suite is very expensive if you need to use all its features and it is not easy to use. You can't use it without the assistance of any sales representative. Review Source DB Dwayne B. Senior Systems Engineer Information Technology and Services Used the software for: 6-12 months ### "I have used this in the past and its a good functional sound piece of software" June 30, 2022 4.0 Pros There were not any bugs or issues that were not being addressed, very solid build, great featuers like being able to send mass emails with templates and email contact lists Cons I know Zendesk is one of the popular help desk software products out there, but I do think there are others that do a better job Review Source Talk to a Capterra advisor for free and get results within 15 minutes.