# Page 76 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 76 - 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 76 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1876-1900 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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. We use it often Review Source DL David L. Account Executive Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Reinventing the wheel" August 6, 2018 3.0 It is more effective for people working with large teams, however for myself I found it to be a solution to a problem that didn’t exist and only serves to complicate my workday. Pros Zendesk allows teams of people to access the same emails and “assign” emails to different team members, thus streamlining the process so you know whether or not you have to respond to an email. Cons Unless you are working with a large team on an account, I don’t think it’s more effective than using a normal email browser. You don’t get notifications when an email comes in so I have to periodically check to see if I’ve missed anything (which happens frequently) Review Source VR Verified Reviewer Customer Support Real Estate Used the software for: 1-2 years ### "Zendesk is the backbone for our Support team!" June 15, 2018 4.0 Pros I love the ease of Zendesk. It is such an easy program to navigate around. You can easily figure out what you're trying to do, find what you're trying to find, etc. The different "views" and "macros" are life savers! Cons I would say that sometimes there is some lag time with Zendesk, we've had a few instances where some tickets take a while to come through, calls don't ring, etc. Most of the time, their support team is on top of it, though! Review Source IJC Irish Joy C. Bookkeeper Education Management Used the software for: Less than 6 months ### "Zendesk suite review" December 1, 2022 5.0 Excellent experience. I can provide scalable customer service. Pros Zendesk Suite is easy to use and allow me to provide quality customer service and support to my clients. Cons Sometimes there is call quality issue in Zendesk Suite Review Source Charles K. Founder Used the software for: 2+ years ### "works but needs some updates" July 12, 2018 5.0 Needs a update Pros Anybody we hire knows how to use this. That's a huge plus because a learning curve is money down the drain. Cons I think they need to update the interface to work better with mobile. Its OK but the features are not as easy to find on mobile. Review Source SP Sarah P. Performance Marketing Analyst Consumer Goods Used the software for: 6-12 months ### "Decent enough for CRM basic needs" July 14, 2022 4.0 Pros We primarily use this for customer support and tracking tickets. This software covers the basic needs for this such as live chat. Other CRM functions might be useful but are not necessary for the customer interactions we do. We use separate software for CRM campaigns (e.g. email, SMS). Cons The UX/UI is not as appealing as Intercom, which I have found to be more advanced for tracking issues over time and responding to customers in real-time. Review Source ML Martin L. Support Manager Human Resources Used the software for: 6-12 months ### "Focused on innovation" May 19, 2017 4.0 Pros To great thing about Zendesk is they are always pushing the product forward and releasing new features. It's also reasonably easy to use and set up. If you have any issues setting up their support are always on hand to help. There is also a huge community of other users and Zendesk experts to help answer your questions. The UI is nice, and their iOS app is not bad (not great, but better than nothing). Ticket automations are a god send. App integrations are also very good. Cons Although they spend a lot of time and effort working on new features, there are widely requested basics that they still haven't addressed. UI customisations for things like Views is very limited for example. A decent Due Date system is missing. Fully customisable Statuses are also not a thing. Review Source SK Shaun K. Director of Operations Construction Used the software for: 2+ years ### "Zendesk is a very intuitive, customer friendly application" October 27, 2022 5.0 Pros Zendesk is extremely easy to use, and allows for quick customer service communication. Cons The graphics appear old on some of the websites, but if that is the only thing that is wrong, then overall it is amazing! Review Source TL Trish L. Director of IT Staffing and Recruiting Used the software for: 6-12 months ### "Zendesk" November 18, 2022 3.0 keeping track of tickets and holding team accountable for using across the enterprise Pros That I could using another company to configure it Cons There is no color in the menus, very outdated looking Review Source HN Helena N. Teacher Education Management Used the software for: 1-2 years ### "Great tool to provide a great customer success" September 12, 2018 4.0 For us it helped making our customer support more agile in responding to tickets. We have improved response time and as we have history on support cases we can track conversations with our customers and give a more tailored response to them. Pros I highly recommend it if you want to provide 24/7 support on your website or product. It's very flexible meaning you can adapt it to your team's way of working. Good UI also. Cons Making bulk changes could be improved. Mobile version could be improved too. Review Source GM Gilberto M. Technical Product Manager E-Learning Used the software for: 6-12 months ### "Great out of the box service solution" July 20, 2022 4.0 Great experience for what it's worth, the lack of customizability is expected as it seems to be a more "out of the box" experience. Pros It's simplicity and intuitive UX. It is very simple to start and get going. You will have little to no hiccups with this tool Cons It's simplicity comes with a drawback in that it's not that very customizable in our experience. Review Source ED Erin D. owner Arts and Crafts Used the software for: 2+ years ### "super helpful" July 7, 2022 5.0 Pros if you're needing a way for your customers to get your help, this is it Cons nothing. there is a slight learning curve, but it is great Review Source SS Shubham S. Cloud Engineer Used the software for: 1-2 years ### "Zendesk is the best Help Desk Software " June 29, 2018 4.0 It helps to manage my daily work using tickets. Pros Some of the pros includes: 1. Great compatibility and integration with other apps like G-Suite, Freshbooks etc 2. Easy to automate using macros and REST API 3. Web Interface is very user friendly Cons Some of the cons are: 1. The learning curve is very steep 2. Ticketing workflow is quite complex 3. When this ticket information is shown in a mail. Its seems quite cluttered and hard to understand. Review Source DG Damini G. Marketing Computer Software Used the software for: 1-2 years ### "A good customer service tool" September 25, 2020 4.0 Overall it's a value add in sales and marketing team to respond to queries real-time. Pros We'll integrated with website, helped us in responding to real time queries of people who visited the website. Multiple people could use it through app and respond real time Cons The version I used did not have social media channel integrations. If that happens, then all conversations and queries can be integrated and be at one place. Review Source SB Sarah B. Customer Advocate Retail Used the software for: 1-2 years ### "Well thought-out interface" August 23, 2021 5.0 Pros Zendesk does a really good job of holding a lot of information and options, without being visually cluttered and distracting. Cons There used to be a bar graph that showed tickets solved by hour. I liked to use that throughout the day to gauge my process, rather than waiting for the ticket roundup to look over the next day. Review Source ND Nicole D. Digital Marketing Specialist Marketing and Advertising Used the software for: 1-2 years ### "The perfect tool for customer support" May 7, 2019 5.0 An effective and efficient customer support ticketing solution Pros I'm part of the customer support team of an internet marketing and SEO software company. Zendesk has been a great tool for our team as it's simple, easy and convenient to use. We're able to effortlessly communicate and track correspondence with clients across the globe using an email ticket system. Highly recommend. Cons Sometimes tickets go missing within the software (somehow disappeared) Review Source Rafael del Valle A. Product Manager Human Resources Used the software for: 1-2 years ### "Zendesk is your customer support SaaS (if your are not a SaaS)" September 26, 2023 4.0 Pros Easy to use and the connectivity across the company using just the email. Cons Not so friendly for the end user (customer), this is made to have a simple conversation just like that Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Company business goals. Review Source VC Vinora C. SMM Internet Used the software for: 2+ years ### "Zendesk Review" April 29, 2020 4.0 Highly recommended. Great platform for live client chatting. Pros Easy to use, chatting with clients is made very simple and smooth with Zendesk, Analytics and reporting tools are very convenient. Cons No cons that I can remember off. It's a great live chat to use for any organisation. Highly recommended. Review Source VR Verified Reviewer Client Sucess Higher Education Used the software for: 2+ years ### "Zendesk Is great" March 17, 2019 5.0 Pros It's so easy to use and navigate through. I've been through a few changes with this program in terms of looks and it's always been so intitutive. Cons When it goes down, it's hard to reach someone to get a hold of to notify about the issue and it can't take a few hours to get resolved. Review Source TM Taniya M. Procurement Manager Financial Services Used the software for: 2+ years ### "General Use Review" August 29, 2019 4.0 Good. Customer support was always responsive and helpful. Pros The product does help with exactly what it says it does. Widely known in the industry as a leader and used. Cons Options can be a little nickle and diming when you need to add on more support or preferences. Can get expensive for everything. Review Source RV Ross V. Operations Manager Used the software for: 6-12 months ### "Great support product with truly great support" June 7, 2017 5.0 Pros The system is easy to use and get up and running. Zendesk support is really out of this world , quick and very helpful. The ticketing system does everything we needed and more, it allowed us to expand our support system because of the added features. Cons Zendesk, helpcentre and Zendesk ticketing is great, Zendesk chat and Community is really rubbish. The chat is barely functional and has very limited options, the community is not worth the effort of setting it up. Documentation on both are out of date, things like gamification are mentioned online but no longer supported for community. Review Source MR Mayave R. Journalist/Social Media Music Used the software for: 2+ years ### "Most professional and used customer support tool" November 11, 2019 5.0 I use it to help customers when i manage events with ticket selling in my job. Pros Has a lot of integrations, it's the most reliable and respected customer support service for any kind of company. Cons It needs a different mode to contact clients, like WhatsApp or Telegram bot. It only offer e-mail contact. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.