# Page 75 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 75 - Is Zendesk Suite the right Customer Engagement solution for you? Explore 4081 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 (4081) 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 June 2nd, 2026 # Page 75 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1851-1875 of 4081 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Human Capital Services Senior Consultant Accounting Used the software for: 1-2 years ### "Top line remote chat service" April 8, 2019 5.0 Zendesk has become an integral piece of our business processes. Pros I absolutely love Zendesk's remote chat software product line. Our customers and clients rely on self service to an increasing amount so this is exactly what we needed. Fast, affordable, and reliable knocks it out of the park on all fronts. Cons It may take weeks/months to set up all the features to your specific liking, but once you do the results speak for themselves. Review Source JMY Jamey M. Y. Content Creator Internet Used the software for: 2+ years ### "A good low budget option for those needing a help desk." December 6, 2018 4.0 Pros It allows someone with a low budget access to a decent help desk. It is not as fully featured as some hosted solutions, but a great compromise for the cost. Cons Being a self-hosted solution it takes a bit of setup. Of course there is setup and customization with all solutions, so this is not a huge deal. Review Source Elyse B. Assistant Manager Education Management Used the software for: 1-2 years ### "Streamline your Customer Service Ticketing Process " August 24, 2019 5.0 If you're looking for a way to resolve customer service issues as quickly as possible, look no further than Zendesk. You won't find a better value--or a simpler solution. Pros I am not a tech person. When I have a customer service issue, I need it resolved yesterday--especially because downtime means missing sales and letting down our customers. Zendesk lets me communicate quickly and easily with customers and resolve the issue as fast as we possibly can. I like being able to see what I've already submitted and having a record of replies. That way, if we run into any trouble again, I can see what was done last time and apply the same principles to the current problem. Cons I really have no complaints whatsoever about this software--our customers love it, and so do we. I'm so grateful that we found it! Review Source MJ Michael J. Manager Computer Software Used the software for: 1-2 years ### "Solid HelpDesk and Knowledge Base Platform Albeit Expensive" January 3, 2018 4.0 Pros Zendesk is a quality, best of class solution for Help Desk, customer support, and knowledge base. We primarily use their knowledge base which is an absolute breeze to setup and integrate. It also offers easy customization and administration of content. Cons We chose not to use their HelpDesk ticketing system because the cost quickly escalated as you add more agents. We also wish they had a more robust integration with Salesforce. Their reporting and analytic tools are lacking - we had to contact support to be able to export reporting data to Excel. I would also expect an easier way to import articles when migrating from another KB platform. Review Source JM Jason M. Commercial Account Manager Construction Used the software for: 2+ years ### "Efficient IT Help Desk Program" February 7, 2018 5.0 Pros Love this software! Used it to run a small Help-Desk allowing just 2 IT staffers to keep track of all the companies in-house and remote employees. Cons Takes a lot of data entry to get everything going. But if you're patient you'll be rewarded with a program that is cost effective and super streamlined. Review Source David K. SEO, Marketing & Global Growth Internet Used the software for: 1-2 years ### "Awesome tool with great team behind" December 11, 2018 5.0 Overall happy with their tool and specially for all the features they offer to work together with your teammates. Pros Zendesk has always been a really great company. I personally love using their Customer Support Tool to handle all the support requests we have. The tool has a very high-up-time, full of nice features and a very nice team behind it. Hats off! Cons Their FAQ pages structure is a bit limited and the design of them is not very nice. Review Source JA Jennifer A. sales Consumer Goods Used the software for: 2+ years ### "Great Tool" September 10, 2019 5.0 Help keep track of problems on our site makes my life easier! Pros Love the accuracy and efficiency of this software. Makes my everyday work flow so much easier and more efficient. Cons Nothing. I love this software. the turn around time is always super quick and makes it easy for our tech guys to fix our problems. Review Source Matthew K. Founder, Sr. Developer Program Development Used the software for: 1-2 years ### "Support that doesn't suck anymore" May 20, 2016 5.0 My company has been using Zendesk for many years and i've personally been a team member on different companies accounts for projects over the years. I have nothing but good things to say for this software, its easy to use, constantly updated, widely supported and makes it possible to complete many complex help desk tasks with ease. Pros The overall design and simple approach to help desk software Cons Honestly, nothing is really a con. I do wish it were easier to tag/group tickets being worked on but otherwise the software is great. Review Source Jhordann C. Ingeniero Civil Construction Used the software for: Less than 6 months ### "Servicio al Cliente" February 18, 2023 4.0 Muy buena para gente que tiene conocimientos básico en atención y soporte al cliente Pros Es muy completo para el seguimiento al cliente y soporte al mismo Cons La interface no es tan amigable y se necesita conocimientos básicos para poder incursionar ene l software Review Source KC Kevin C. Host and Owner Media Production Used the software for: 6-12 months ### "Zendesk review" July 30, 2022 5.0 Pros The product is super easy to use. It’s great for businesses of any kind. Cons I can’t think of anything I like the least. Review Source CA Chetan A. Founder & CEO Consumer Goods Used the software for: Less than 6 months ### "Zendesk is the amazing customer success software and we have used this tool for complete 6 months." April 30, 2021 5.0 It was overall nice. Pros It's the best as comparison to other tools like livechat or Freshchat Cons The customer support was not too much supportive, we were getting the responses too late. Alternatives considered [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[Freshchat](https://www.capterra.com/p/158117/Freshchat/) Reason for choosing Zendesk Suite It has the nice functionalities and automation activities as comparison to others. Switched from [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[Freshchat](https://www.capterra.com/p/158117/Freshchat/) Efficiency & Effective Review Source DB Dana B. Senior Marketing Manager Information Technology and Services Used the software for: 2+ years ### "Easy to Use - Our Enterprise-Level Solution for Customer Service " March 5, 2019 4.0 We have had this solution in place for 2 years and are satisfied with the ease of use and capabilities. Pros Very easy to use, training was minimal to get the team up and running. Particularly the division between replies internally and to the customer is very clear. Cons Generation of emails can create too many notifications Review Source QP Quentin P. Lead Developeur Leisure, Travel & Tourism Used the software for: 6-12 months ### "Avis sur Zendesk" March 8, 2023 5.0 Pros Moins cher que les concurrents.Intégration développée avec Aircall (fiche de contact du client qui apparaît automatiquement sur Zendesk quand il appelle)Meilleur suivi des tickets entre équipePermet de personnaliser les rapports générés Cons Pas user friendly et intuitifPas d'outil gratuit pour importer les données depuis la concurrence Review Source JM Jesse M. Support Financial Services Used the software for: 1-2 years ### "Steep Learning Curve, but Worth it" May 14, 2019 4.0 I think it provides incredible power for cross-team collaboration within an organization and makes client-facing communication a breeze. Some of the functionality can seem a bit clunky/ non-intuitive when learning the system, but with thorough training and time, these can be overcome. Pros There are a huge number of integrations and apps that can be added to the software making limitlessly customizable. My organization uses dozens of other programs and services that had available connectivity options with Zendesk prior to our adoption of it, and was a large part of our decision to move to Zendesk. it allows for direct and personal communication with clients while allowing other internal users throughout the organization to review, learn from and share tickets. Cons Learning was tough and there are a lot of small nuances that take getting used to and can be annoying at first, but once learned are hardly noticeable. Certain functions such as ticket type can be a bit confusing. For example, I am still not 100% sure what, if any, functional difference there is between "Question" and "Task". If there is some way to notify me when a task is due, I have yet to find it after using the software for nearly 2 years. Review Source TK Tushar K. Senior Manager Animation Used the software for: Less than 6 months ### "Best Software For Customer Support and Ticketing" December 1, 2022 5.0 Best Pros I use Zendesk as my primary software for my website to solve customers problems. Zendesk is very good. I like it's ticketing system very much. It is very good and easy to use. Cons I use Zendesk for at least 6 month, and I can't found any problems while using it. But the pricing is little bit higher because the if a student want to develop a customer success portal for his website then it may be little bit hard to purchase Zendesk subscription. Review Source JD Julia D. Representative Consumer Services Used the software for: 1-2 years ### "Zendesk review " May 2, 2019 5.0 I love zendesk and use and need it in my everyday life at work. I believe zendesk is going in the right direction for sure and should be utilized by more people. Pros I enjoy that this product easily allows me to communicate with my customers in an easy, organized and an efficient way. I can respond back to them within minutes of them sending an email in. Cons I don’t like verifying everyone’s emails. I believe it is a hassle and waste of time. Also we do not receive their emails sometimes. Review Source VR Verified Reviewer Receptionist Used the software for: 2+ years ### "ZENDESK FTW!! " May 14, 2018 5.0 Pros thanks to Zendesk we're able to prioritize and view helpdesk requests with ease! We can even check status updates of our requests along the way! great! Cons No issues to date. I've enjoying being a user of Zendesk since we implemented. Very good stuff!! Review Source KB Kristen B. Owner Biotechnology Used the software for: 2+ years ### "Excellent for clients, easy for the team!" March 17, 2020 5.0 Just delightful! Live chat is amazing and closes sales much faster - I’m way more likely to buy after chatting via ZenDesk. As a company user, it helped us communicate with our clients so much! Pros I love the live chat feature. They added this recently and it helps to make you feel like it’s a more human interaction than the emails that can take a long time back and forth. Cons At first, the emails sent from ZenDesk felt less personal than one coming direct from Human Resources, and it seemed like the response time was slow. But I realized that was just the perception caused by having ZenDesk as a middleman - each staff person responding via ZenDesk determines the communication speed. Review Source GG Georgi G. Online Tax Specialist Financial Services Used the software for: 6-12 months ### "Zendesk review" October 5, 2018 5.0 Great product, strongly recommend! Pros Zendesk is the program you need if you are selling a service, it is a great tool to resolve issues with clients offline and online as you can use the multiple communication channels it supports. For example you can use the Ticket system, our clients send an offline message if they come across an issue that we work on later, it is great that you can set different priorities of the tickets, to manage and sort them in different ways. It is great how it shows you when a person is already working on the ticket so you can leave it and get another one. You can also use a different Channel to help the customers and it is the Live Help- online chat that sends instant messages from both sides. Cons Nothing bad comes across my mind as Zendesk has got so many useful options Review Source VR Verified Reviewer Sales And Marketing Specialist Information Technology and Services Used the software for: 6-12 months ### "Zendesk Review" October 5, 2017 4.0 Zendesk is extremely useful for what it does. It adds the chat support to your website making it easy for customers to contact your organization. Response is great. Pros Very easy to use and establish, App is great. Cons Extra features should be included initially. Review Source VR Verified Reviewer Marketing Operations Manager Hospital & Health Care Used the software for: Less than 6 months ### "Very robust customer support app" August 7, 2018 5.0 Very positive. Our organization is pleased with the choice. Pros I think the best thing about Zendesk is its variety of features and customizations. Within reasonable limits, it can do just about anything that an organization might want it to do: calling, chat, emailing, etc., with automatic ticket creation for all channels and lots of potential automation. Cons Although their knowledge base and documentation is vast, most of it feels disjointed to me. I typically had to read several articles to get the top-down view of a particular piece of functionality that I was looking for. Review Source EL Emanuelle L. Support Analyst Computer Software Used the software for: 6-12 months ### "Effectively track any problem with your customers" March 4, 2020 5.0 Zendesk, effectively helps in solving any problem of our customers, allowing us to create automatic responses of different forms of communication. In addition to making work more efficient, it allows you to monitor the performance of the team and in the company's decision making. Pros It allows you to identify customer behavior patterns through calls, and facilitates data management. It works in several internet browsers, which is very good. It has a dashboard that allows viewing reports and graphs that facilitate management. It has automation that allows you to create pre-defined responses. Cons The charge is made in dollars. Limited support for the simplest plans. Review Source Beau W. President/CEO Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Keeps IT on Track" March 18, 2019 4.0 Pros Our IT team lives by this platform for all functions Cons no cons. Review Source VR Verified Reviewer CEO Financial Services Used the software for: 6-12 months ### "Pretty good!" November 26, 2018 4.0 Complicated, but great once setup Pros I love that you can customize your help desk and that multiple team members can use it! Cons I found it hard to find helpful documentation to my problems, but with enough time, I figured it out! Review Source VR Verified Reviewer Legal Assistant Law Practice Used the software for: 6-12 months ### "Excellent " July 16, 2018 5.0 Pros Efficient User friendly Affordable Stray forward Self explanatory Would definitely recommend Cons There isn't anything bad to say about this product. It's is excellent. Would recommend to all. 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