# Page 73 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 73 - 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 73 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1801-1825 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use KC Katherine C. Assistant Corporate Secretary & Sr. Paralegal Financial Services Used the software for: 2+ years ### "Secure Network Access" July 28, 2022 5.0 Pros Very user friendly way to get VPN access outside of Company's firewall due to configurationof certain web-based portals. Cons Stability can be an issue, usually rebooting helps. Review Source JB Josefina B. Account Manager Marketing and Advertising Used the software for: 2+ years ### "We Love Zendesk" February 10, 2020 5.0 amazing, other than the deals issue, their customer service is great and the program fills our needs. Pros love that you are able to track sales, and input all information for customers/patients online without needing to go into different pages Cons the fact that I'm not able to preset deals and just choose them rather than having to write them in every time Review Source AS Ardita S. Customer Service Representative Banking Used the software for: 2+ years ### "A great communication avenue for your userbase " April 28, 2021 4.0 Pros Opens up multiple communication channels for you and customers . The interface has a minimalistic feel to it and is really easy to navigate . Cons The bot is just a bona fide FAQ section that redirects you to a real person . You constantly have to ALT+Tab to access the actual chat app and the history of previous conversations . Review Source MR Mia R. Support Specialist Automotive Used the software for: 1-2 years ### "ZenDesk is functionally sound and innovative." September 6, 2019 5.0 Over my experience was nice. Customer service was responsive and the product is well on its way to be the best in the market. Pros I like most that I can send emails, texts, and calls and keep track of them over long periods of time. This helps me stay organized in a high call volume environment. Cons Sometimes the system was easy overwhelmed by the size of our office and there was no technical solution. At times we’d have to restart our systems several times a day. Review Source KS Kiyanda S. Customer Loyalty Specialist Consumer Services Used the software for: 6-12 months ### "Love it" September 29, 2022 5.0 Absolutely amazing Pros This software is super easy to use and extremely helpful! I love zendesk Cons The only con I have are the collisions that we sometimes have when our queue is low. Review Source Mxolisi K. Managing Director Used the software for: 1-2 years ### "Zendesk is the first customer service software I tried and I have never looked back." July 22, 2018 4.0 The ability to quickly communicate with my clients made my business more efficient and grew my customer base as more people were recommending my business to friends and family. Pros Zendesk is a simple and efficient way to communicate with your customers and keep track of support tickets to ensure all issues a client might have are solved in a timely fashion. Cons The user interface could have been made easier, there is a small learning curve but once you get to using it you won't ever think of switching to another software. Review Source LS Luiza S. Facilities Analyst Computer Software Used the software for: 2+ years ### "Great software" January 8, 2021 5.0 Pros I like that we could create very customized forms in a help center for thet ticket opening. This really optimized the attendance and have reduced our SLA. Cons It's not very intuitive to configurate and change ou creatie new settings. It took a lot of time studing the Zendesk help center to be able to set the forms as we like. Review Source VR Verified Reviewer Senior Product Owner Computer Software Used the software for: 6-12 months ### "A good product with a great integration potential" February 26, 2018 4.0 Pros \- Easy to integrate with other tools - Great functionality to use the customer email domain - Good ticket tracking Cons \- Should be more intuitive on the sending public/private note - All emails threads should have a clear link to the zendesk ticket Review Source VR Verified Reviewer Owner Used the software for: 1-2 years ### "Best support ticket app I've used" May 21, 2018 4.0 Pros Zendesk has so many options to help the technician. In the team I worked for we were able to easily assign these to a higher level, create standard responses and in consolidate many of our FAQ's into a support page. Cons I'd have to say if any of the persons on the team aren't tech savvy they may have a challenge learning the program because of the many features and the ability to enter specific fields that may not seem standard knowledge. Review Source CM Carlos M. Analista de TI Financial Services Used the software for: 6-12 months ### "Zendesk" July 1, 2022 5.0 Histórico e usabilidade de comunicação com os usuários Pros Usabilidade e recursos de comunicação e histórico com os usuários Cons Compartilhamento de arquivos com usuários apresenta algumas limitações sobre a extensão de arquivos. Review Source VR Verified Reviewer Business Owner Retail Used the software for: Less than 6 months ### "One of the best" November 16, 2019 5.0 Fantastic! We are able to connect with customers more than ever before and I love that. Pros Zendesk Chat has a lot of features. I really like the trigger options so that customers are at least seeing an automatic message from us if we are a little backed up with chats. Cons Nothing. I have enjoyed using the app so far, it is a fantastic chat option. Switched from [tawk.to](https://www.capterra.com/p/167792/tawk-to/) Integration was more simple on our website with Zendesk plug ins. Review Source VR Verified Reviewer fotografa Events Services Used the software for: Less than 6 months ### "don't keep your customer waiting" April 6, 2023 5.0 Pros an amazing customer service platform, helps your business grow as it optimizes your time as it leaves the customer satisfied with fast and accurate service Cons I didn't find a negative point, the platform is excellent in what it proposes and the values ​​are acceptable for what it offers Review Source TTN Thanh T. N. Senior Accountant - Full Cycle Accounting Philanthropy Used the software for: 2+ years ### "Easy to use and to integrate with other apps and services." June 21, 2018 5.0 Pros Zendesk eliminates the needs for emails and easy to filter messages. Integrate with Salesforce and many other applications. Provide powerful reporting and customer satisfaction surveys. Cons Can be expensive for all the features. Simple to use, but takes time to train staff to really take the full of advantage of Zendesk. Review Source GS Giovanna S. Intern Biotechnology Used the software for: 6-12 months ### "good app" December 23, 2022 4.0 although it was difficult at first, I adapted well Pros practicality of response to the customer and its resources Cons viewing tickets from another area becomes difficult because the ticket does not come back open Review Source LP Leah P. Used the software for: 1-2 years ### "I Love ZenDesk!" April 25, 2016 5.0 I've used ZenDesk for over 4 years, and it's the best help desk tool out there! Whether you just need a simple email-based help desk or a full-on enterprise-level multi branded instance with voice and chat (I've had both), it never feels overwhelming to configure. It's easy to navigate, it's super customizable, and has tons of ready-made integrations with the other applications you already use (that work perfectly out of the box). They practice what they preach: not only will you get amazing service every time, but access to a treasure trove of well-written product documentation plus other soft-skill resources to help your team refine their customer service chops. Pros \*intuitive interface \*fully-customizable workflows \*integrates with everything, and if it doesn't, they have a great API \*amazing service \*impressive, detailed documentation \*free learning opportunities, and occasional local community networking Cons Only one: price. But you WILL get what you pay for, and you won't regret the investment! Review Source VR Verified Reviewer Ad Writer/Writing Department Manager Internet Used the software for: 2+ years ### "I am a semi-active user who has had a positive experience with rare negative experiences. " March 14, 2018 4.0 Pros I like the interconnected nature of the services. The variety of products working together has allowed us to get to know our customers better and maximize sales and communication. Cons Occasional longer wait for customer service but I had to reach out during what is likely peak hours. Review Source DD Danielle D. Director of E-Commerce Retail Used the software for: 6-12 months ### "Customer Service Team On ZenDesk" May 30, 2019 5.0 We have been able to successfully deliver live chat for our customers, and they interact with it frequently, and I feel it helps us stage ourselves as a more dependable company by offering so many methods of fast contact. Pros Our customer service team uses this software daily for live chatting. I like that when we are outside of business hours it takes the messages and sends them to an email where we can answer as soon as we return back from the weekend. I also really like the stats on where our customers are contacting us from as well. Cons I wish it had a texting feature. As there are many apps that have this same functionality, but are able to also interact through text too. Review Source LB Larry B. Assistant Director of Institutional Research and Information Management Primary/Secondary Education Used the software for: 2+ years ### "Zendesk, I quality product but there are better options." June 7, 2017 4.0 Pros Good base functions Easy to use Easy to operationalize Easy to implement and train Zendesk has some great initial features (base features) and is easy to setup and to use. Cons The cost is too much for most companies to absorb for the functions available. Some functions should be included in the base product but aren't. Review Source MK Munsaf K. BDR Construction Used the software for: 2+ years ### "Zendesk Review" January 12, 2023 5.0 Pros For ticket raising, grievance, or for technical support, zendesk is lite and best Cons Overall needs to add much more functionality Review Source Victor D. CEO Marketing and Advertising Used the software for: 6-12 months ### "Worth considering" November 24, 2022 4.0 Pros A suite that covers all the needs for help-desk ticket management and support via live-chat and other channels. Easy to use as an user and admin. Cons The layout and templates could be more user friendly and 'nicer' for better customer experience. Review Source Zachary M. Client Success Computer Software Used the software for: 6-12 months ### "There's a reason enterprise companies use ZenDesk" January 9, 2019 5.0 Pros Zendesk can be set up to do virtually anything you need it to do. Cons That email delimiter cannot be removed and it can make support feel automated which is not a good thing. Review Source Tahrea S. Associate, member services Health, Wellness and Fitness Used the software for: 6-12 months ### "Being a customer support agent has never been easier" August 18, 2021 5.0 Pros This product is easy to learn and easy to manage. Cons Sometimes there are bugs, but a quick system update will fix it in a jiffy. Review Source SN Samia N. Recruitment professional Information Technology and Services Used the software for: Less than 6 months ### "Zendesk Suite review " December 4, 2022 5.0 Pros Makes work easier and helps to find all work related updates at same place. Cons Some of the challenges are faced while importing data and unfamiliar persons can't use it easily. Review Source Jordan C. Product Manager Information Technology and Services Used the software for: 6-12 months ### "Perfect for Ticketing Management" August 8, 2019 4.0 Pros Zendesk invested a lot in UX/UI to solve Ticket quick and efficiently. Not so many features so User can focus only on Tickets. Cons Reporting features : Dashboards are not easy to custom, weak CRM connections, hard to get a 360 Customer overview Review Source HD Harsha D. Software Developer Computer Software Used the software for: 2+ years ### "Simplifies communication for support " April 21, 2022 5.0 Pros Great tool for help desk it is easy to use and keep track of tickets. Cons Cannot group tickets, auto refresh does work sometimes Review Source Talk to a Capterra advisor for free and get results within 15 minutes.