# Page 79 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 79 - 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 79 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1951-1975 of 4081 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Founder & CEO Restaurants Used the software for: 6-12 months ### "Useful but needs work!" November 6, 2018 5.0 Pros It was great for tracking customer issues and tracking feedback from customers Cons The system would be down a lot and sometimes parts of the ticket is offline and not useable. Review Source VR Verified Reviewer Full Stack Developer Computer Software Used the software for: 2+ years ### "Where else you do your FAQ page?" April 1, 2019 5.0 I suggest to use zendesk for webpage FAQ and feedback pages. Pros Its really easy to use, edit and publish changes for pages like FAQ. Cons Overall it does it job very well, sometimes updates are disturbing but its everywhere nowadays. Review Source EV Emmett V. Electrical/Electronic Manufacturing Used the software for: 2+ years ### "I've implemented and manage our Zendesk helpdesk system. " March 2, 2015 5.0 Pros This product is great, I love their hosted solution. This allows us to avoid buying expensive server hardware to host their application in house. I was able to work with their support team and get this help desk application rolled out in a few days. I've setup other help desk applications like Cerberus, osTicket etc. This was by far the easiest deployment I have performed. Cons If I had to pick something, I would say their documentation presentation. It was a bit of a bear to navigate when I first started using them about 4 years ago. Since then, they have resolved that issue with a simpler interface for looking up documentation. Review Source MAA Moses Amen A. CEO Computer Software Used the software for: 2+ years ### "A recommended customer support service platform for your startup/business" April 15, 2021 4.0 Pros All inclusive platform to manage your customers, phone calls or texts and even email marketing has been made super easy especially for startups to grow their business. Cons The FAQ feature is quite too technical to set up even if you know basic html/css Review Source FS Francisco S. Designer Automotive Used the software for: I used a free trial ### "Zendesk Suite makes customer support a breeze with its user-friendly interface and powerful ticket management system." December 13, 2023 4.0 Pros The automation features and reporting tools have greatly improved our customer service efficiency. Cons The lack of customization options for the knowledge base is a drawback, and the pricing could be more competitive. Review Source GS Glen S. Manager Mechanical or Industrial Engineering Used the software for: Less than 6 months ### "Great product" September 23, 2022 5.0 Great Pros So seamless easy to use and makes things easier for your business Cons Everything is good so far havent used all of it Review Source zL zach L. Software Engineer Computer Software Used the software for: 2+ years ### "Zendesk makes Github what it should be" February 20, 2018 4.0 Pros It is amazing to see what Zenhub fixes about Github, you can use it as a JIRA replacement if you want and not break a sweat! Cons Sometimes it is a little slow, but I imagine that is happening because of user growth and that is something hard to avoid. Review Source AG Andrea G. Lead Development Specialist Real Estate Used the software for: 6-12 months ### "Did what it was supposed to." September 10, 2022 5.0 Pros The fact it recorded all calls without an issues. Cons I had to refresh zen desk a lot due to it kept crashing. Review Source Kate H. Director of Clinical Operations Hospital & Health Care Used the software for: 2+ years ### "Tickets Not Always Clear" December 7, 2018 5.0 Pros It is easy to organize as a user and keep needs straight. Cons The email interface is very difficult to use. I appreciate that tickets come through the emails, but it difficult to follow in any mail application. Review Source FM Fergus M. General Manager Wholesale Used the software for: 6-12 months ### "Solid product but expensive" September 11, 2020 4.0 Reasonably good, just it was very expensive for the limited use we had for it. Pros Easy enought to use once set up. Very powerful and wide range of features. Cons Hard enough to set it up. Hard to know how tickets appear to customers sometimes. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Zendesk Suite Seemed like a more complete software and more widely used by other companys with whom we had raised tickets with in the past. Review Source VR Verified Reviewer Freelance Writer & Content Marketer Health, Wellness and Fitness Used the software for: 6-12 months ### "One of the better options out there " September 18, 2022 3.0 Pros Easy to set up, easy for the user and flexible Cons Some room for user (or those who are responding to tickets) error, but overall very few cons. Review Source CH Casey H. Success Partner Used the software for: 1-2 years ### "The Gold Standard of Support Software" June 19, 2018 5.0 Pros Zendesk is SO easy to use. I think the thing I love the most is the interface. It took me no time at all to pick up when I first started using it. My last company used Salesforce Service Cloud and the learning curve for that was so much steeper. With Zendesk, it's super easy to reference a client's case history, listen to previously recorded calls, make outbound calls, set up queues and views, and create new tickets. Cons The only small quirk I would change is that the first email in a ticket can't be external, but that is a very minor inconvenience and overall I wouldn't change a thing. Review Source VR Verified Reviewer Content writer Writing and Editing Used the software for: 6-12 months ### "Zendesk is the hero of the knowledge base software world" July 28, 2022 5.0 It was good. Pros Its intuitive dashboard and ease of navigation. I like the multichannel support they have, and also how swift they respond to queries. I love the fact that I get to configure and customize my themes the way I want. Cons It was kinda hard to set up, other than that, I really like it's functionalities and dislike non. Review Source VR Verified Reviewer Branch Marketing Coordinator Financial Services Used the software for: 1-2 years ### "I like it - it's a central base for all of your documents and support team. Looks nice, easy to use." May 24, 2018 3.0 I got a ton of benefits - like I mentioned previously, it's the home base for your documents and support and super user friendly. Customer service was also a great tool to use when I had trouble using it. The ticket system is great. And it was great size for my SMB company I was managing it for. Pros I like the ticket management options that includes social media as well as the automatic workflows and integration options. It is a central base for your documents and support needs. It's user friendly, provides articles, chat support, email management and you can manage all of that with the analytics tools it gives you. Cons It has a bit of a high price compared to other HR software. It also is more for SMB rather than enterprise companies. It lacks change and asset management Review Source VR Verified Reviewer Customer Value Manager Media Production Used the software for: 2+ years ### "Everyday tool: Zendesk" May 10, 2018 5.0 Pros It's very easy-to-use tool with tones of free great apps. By far, it has great usability. Also analytical tools are great. Cons Costs are bit problem. If you have large number of teams, costs are becoming high. Also form development is a bit hard. Review Source Colby S. Mid Market Account Executive, AdRoll Marketing and Advertising Used the software for: 2+ years ### "Makes the process seamless" September 5, 2018 5.0 Pros Zendesk makes it very easy to submit tickets to different teams within the organization making the process simple and efficient. Cons Sometimes it is difficult to troubleshoot issues that aren't working right. Review Source VR Verified Reviewer Senior Content Associate Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Zendesk experience" May 27, 2019 5.0 Tracking all the contacts and projects we have Pros Good CRM system. All the entries are good structured due to separate categories for Deals and Leads Cons Some fields could use the Flag system with the pop up list rather then empty field for typing the text in. Review Source TN Thomas N. Directeur Retail Used the software for: 1-2 years ### "Logiciel performant et au point" December 15, 2022 5.0 J’utilise cette application depuis des années et je suis satisfais des service proposés Pros Les messages sont bien fait et communication rapide et efficace Cons Le prix est un peu élevé et le design de l’application est un peu laid Review Source VR Verified Reviewer Marketing Marketing and Advertising Used the software for: 6-12 months ### "Very Useful Ticketing System" January 15, 2019 4.0 Pros It's a pretty robust system especially for a small company. What I like most about it is that it features everything you might need for a call center. Phone support, email capabilities, live chat, as well as very good reporting and data insights Cons There is a lot of data that Zen Desk has; however, the exporting of that data seems to be a little bit difficult to gather -at least data from a specific time. Instead, you must download everything. Filtering the data you need would be a great improvement I feel Review Source JGS Julian Gaston S. Consultor en Gestion de Tecnologias de la Informacion Telecommunications Used the software for: 2+ years ### "Perfecto para llevar el control de tus tickets" November 19, 2021 5.0 Pros Muy facil de usar y de administrar. Permite documentar soluciones conocidas. Cons Su punto más débil es la atención al cliente. Review Source VR Verified Reviewer Senior Technical Services Specialist Internet Used the software for: 2+ years ### "I wished we still used this" June 29, 2018 5.0 Pros Great software for managing a case queue, smart rules for assigning and monitoring case traffic for management Cons sometimes a little limited on what can be done with rules, and reporting can be lacking as far as digging into historical trends Review Source CB Candi B. OS2 Government Administration Used the software for: 6-12 months ### "So many options!" September 16, 2019 5.0 Zendesk does so much more than expected. The chat and reports were so important for us to grow and manage every customer interaction. Pros The added features were great. We started to use Zendesk for tickets but then quickly realized there is so much more available! Cons I wish some of the features would be available for a trial period or something before having to pay more to try them out. Review Source XW Xiao W. consultant Computer Software Used the software for: 6-12 months ### "Best ticket management system" August 4, 2022 5.0 Pros Ease of use, timely notifications and collaborations Cons Layout is a bit inefficient for browsing in between different tickets Review Source MM Mustafa M. it Computer Networking Used the software for: I used a free trial ### "its the best software for IT Specialists and Networking " August 8, 2023 5.0 Pros clearly information , low cost for low end people , easy to learn and easy to use. Review Source hS himanshu S. QA Used the software for: 2+ years ### "Most popular helpdesk" October 4, 2017 4.0 Pros I used Zendesk as user and it provides great customer support. They believe in customer satisfaction which is important for any product Cons I think it is little bit expensive as compared to others but except that it is still best in market. 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.