# Page 8 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - Is Zendesk Suite the right Help Desk solution for you? Explore 4079 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 (4079) 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 8 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 176-200 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RW Rob W. Founder Information Technology and Services Used the software for: 2+ years ### "A good easy to use platform" July 18, 2024 5.0 Pros It's clear and simple to use interface and it's a clearly developed product with a good set of core features, which actually work unlike other platforms. Cons The extra cost for additional features, would prefer a more feature reach lower tiered pricing level Alternatives considered [Atera](https://www.capterra.com/p/144309/Atera/) Reason for choosing Zendesk Suite Price and ease of use were the primary reasons for our choice. Review Source KJ Khushboo J. Senior e-commerce specialist Arts and Crafts Used the software for: 2+ years ### "Zendesk - the site which keeps you connected with your clients" August 5, 2024 5.0 My overall experience is nothing but blessing as it helped me alot to assists my clients and enhance their overall experience with Etsy Pros Zendesk help us to connect with our clients to resolve their concern within 24 hours or sometime on real time Cons Nothing to dislike as everything is great and helpful Review Source AH Aleah H. OSS Specialist Consumer Services Used the software for: 2+ years ### "Staple for our company" August 20, 2024 5.0 I used Zendesk much more when I was a customer service agent and then when I was a trainer, it is a one-stop shop for all the resources and information you need Pros Our company uses Zendesk to house our handbook. This is honestly critical as the handbook is utilized everyday by current and new staff to help them do their job. Cons I do not have any cons about Zendesk Suite Review Source AT Anjum T. BI Engineer Information Technology and Services Used the software for: Less than 6 months ### "Best in the League" October 26, 2024 4.0 Pros Easiness of integration and support of multiple chat options Cons I think pricing should be improved and made more accessible. Review Source AB Alex B. Managing Director Computer Software Used the software for: 2+ years ### "Enterprise product for any business " July 25, 2024 4.0 Our number one solution for helpdesk and help centre software Pros We reviewed many help desk systems and Zendesk came out on top by a long way. Its product suite and having them all connected was the real winner for us. Cons Their tiers model, like many SAAS products can be restricting as they require you to upgrade to another tier if you want any additional features which can prove very costly. Review Source FM Fabrizio M. Technical support engineer Information Technology and Services Used the software for: 1-2 years ### "Awesome ticketing system with built-in integrations " August 6, 2024 5.0 Being a seasoned IT, you can tell the commitment of the Zendesk team with their clients and quality, great CRM and ticketing service Pros Seamless Integration with Monday and with Slack, ease of use, robust and flexible API allows customization Cons Some of my users would love a dark theme to work comfortably after hours ;D Review Source NF Niall F. Head of Design Information Technology and Services Used the software for: 6-12 months ### "Underwhelming experience" September 20, 2024 3.0 Pros Ease of set up was good. Customer support is good. Cons I thought the user interface was rather confusing, and the lack of multiple templates on the cheapest tier wasn't great. The default template was ugly. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite Our customer success lead had used Zendesk before Review Source Nikita V. Marketing Manager CRM Machinery Used the software for: 1-2 years ### "Strong Customer Support Tool" July 4, 2024 5.0 Pros We ended up having to switch to Zendesk from other ticket support systems due to complexities in developments required for our needs. Zendesk matched our needs in more functions and was safer and faster to deal with on many levels. The interface is all there and what anyone would expect from the tool, many features truly save time and cut on repeated actions. We mainly use it for ticketing our external dealers and customers related to working with us as well as their App tickets. Cons There is not a lot to mention here. However, support sometimes could have been handled better and not so slow for a desk management software, some FAQ and learning or informative pages feel outdated. Review Source VR Verified Reviewer SDR Information Technology and Services Used the software for: 6-12 months ### "Zendesk Review" September 23, 2024 5.0 Pros I like that it’s easy to use and efficient for live chat Cons I dislike that it doesn’t give you notifications when you’re not on the page Review Source JC Jessica C. HR Generalist Computer Software Used the software for: Less than 6 months ### "Good internal ticket tracking system" September 4, 2024 4.0 Pros The convenience is tracking internal requests from employees. We use it as a form system to help with HR, IT, and Finance inquiries. Cons Some functionalities don't flow quite properly. Support-wise, they assume what functions should look like without consulting the customer first. Review Source WC Wanita C. Massage therapist Health, Wellness and Fitness Used the software for: I used a free trial ### "Impressed!!!" September 9, 2024 4.0 Im quite impressed and addicted to this app. Pros How you can intergrate all your other apps Cons Theres nothing i can say that i dont like about it Review Source FS Fran S. Technologies Administrator Retail Used the software for: Less than 6 months ### "Extensive Ticketing System" October 1, 2024 4.0 Pros Works out of the box and allows us to guide users to solve their own issues before making contact with technicians for further support Cons A dark mode would be helpful since that's my default for anything! Review Source KS Karen S. Senior Payroll Manager Real Estate Used the software for: 1-2 years ### "Zendesk used for ticketing" July 23, 2024 5.0 Besides not being able to check and close tickets without opening them, the system works great for my team Pros I like that there is a ticket system and we are able to move the tickets between the team Cons I wish we could close the tickets without having to open them. Some tickets we already know what it is. I also would like to be able to check on many tickets and close them out. Review Source Jessica G. Senior Customer Success Computer Software Used the software for: 1-2 years ### "I love ZenDesk - Support and Guide!" June 18, 2024 5.0 Pros Organization, the searching, the reporting and the usability. Cons Somehow my contact names get messaged up and switched around, no idea how. Review Source AH Amanda H. Manager Non-Profit Organization Management Used the software for: 2+ years ### "Good overall" August 25, 2024 4.0 Pros It's easy to submit different requests.. Cons Limit on how many files can be uploaded per request Review Source VR Verified Reviewer Academic Education Management Used the software for: Less than 6 months ### "Zendesk: Helpful but expensive" August 16, 2024 4.0 Pros It is the industry standard and the customer service is above average. Cons I do not think the price is worth the benefits. Review Source OO Olufunke O. Virtual Assistant Executive Office Used the software for: I used a free trial ### "My Zendesk Suite experience" June 29, 2024 5.0 Pros I love using the Zendesk suite because it is user-friendly, and the dashboard is well-organized, making it easy to navigate. The suite provides comprehensive reporting and analytics tools. Cons While the suite offers powerful features, the cost can be very high for small businesses or startups, especially beyond the trial period. Review Source SC Steve C. Co-fondateur Program Development Used the software for: Less than 6 months ### "Impossible de se désabonner " September 20, 2024 1.0 Impossible de se désabonner même après quelques jours. Les réponses sont longues de la part du service à la clientèle et désire 30 jours d’avance pour un désabonnement même si on a pas aimé le logiciel après quelques jours. Je ne demande même pas un remboursement, seulement l’annulation de l’abonnement mensuel. Pros Aucun, impossible dès février un désabonnement Cons Vétuste, démodé, plusieurs fonctionnalités désuètes Review Source AD Ayikoru D. Finance and Administration Officer Investment Management Used the software for: Less than 6 months ### "Best tool for omnichannel business communication" August 2, 2024 5.0 I use the Zendesk tool as support operator tool for our business communication Pros I like the all in one inbox for all messages coming from Different social handles like Facebook, Twitter, Whatsapp and integratng the URL for knowledgebase through CNAME is straightforward Cons I have not seen any issue with the tool yet and works perfectly fine for me Review Source kM kauser M. Manager Textiles Used the software for: 2+ years ### "Review about Zendesk Suite" July 14, 2024 5.0 It has its ups and downs but in general it is working quite nicely and the topics that can be complained about are usually not a deal breaker. Pros Zendesk is more refined than its competitors, Help Scout and Vantive. It's more feature-rich, and its user interface is pleasant to look at and use. Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients. Cons I can't say i had any problems or issues with Zendesk, support tickets were solve fast. Review Source VR Verified Reviewer Director Marketing and Advertising Used the software for: 6-12 months ### "Flexible to costumize to your needs" July 15, 2024 4.0 Pros Provides you with all the tools to manage your client's data Cons It has a seet learning curve but once you have it running it works great. Review Source SG Steven G. Production Supervisor Insurance Used the software for: 2+ years ### "A Wonderful Tool For Technical Helddesks" June 3, 2024 5.0 It really changed how we deal with technical issues!! It created a quick, easy, and organized way for tickets to be submitted, addressed, and cleared. We also is at a FAQ and Wiki, which contains trouble shooting tips/advice, along with other forms of self help. So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters. Pros We use those so that our employees can easily submit tickets for our IT team when they are experiencing software, hardware, or any sort of technical issues. Submitting a ticket is seamless, and IT is able to instantly respond if needed. Escalation of issues is also a breeze! Communication between IT, and whomever is in need of assistance, can be ongoing and simple for all involved. Cons I honestly don't have any. It works perfectly for our employees l, my team, and the help desk alike! Review Source CS Craig S. Administrator Information Technology and Services Used the software for: I used a free trial ### "Zendesk Review" July 29, 2024 4.0 Pros Zen desk seems to be really well made. I like the integration with Sales Force, which so many of my contacts use daily. The dashboard seems really nice. Organized nicely. Cons I've been looking also at Kustomer, the only thing is that I have thoughts on is the cost, as Kustomer seems lower. I have to see how that suite is before I commit to Zen Desk in the near future. But I see Zen Desk very well done. Review Source LA Lee A. Visual Asset Production Retail Used the software for: 2+ years ### "Had to learn it quickly but it was easy " July 14, 2024 5.0 I was intimidated by it at first, but it was easy to learn and is so much better than Pros I like that zendesk is easy to learn for users opening it up for the first time. Cons It’s a bit pricey, but it’s absolutely worth it. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) It was hard to keep track of who was answering who and when Review Source JEP John Epok P. Regional Platforms Lead Telecommunications Used the software for: 2+ years ### "Great tool for customer engagement, but a bit expensive." December 24, 2023 4.0 Overall average - would have been above average if not for the pricing. Pros Sub-products are useful and integrated to each other. Ai has been been recently introduced as well which brings a ton of features such as ticket summarization, intent, and sentiments. The analytics is also good but lack a few things. Cons Real-time dashboard - existing but cannot be customized. Tiered level of support - if you’re not a Premier Support customer then wait for a few days for a reply from their supprot team. Pricing - lots of contenders out there stepping up there games but a lot cheaper. Reason for choosing Zendesk Suite Familiarity as have been using Zendesk for more than 10 years now. 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.