# Page 80 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 80 - 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 80 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1976-2000 of 4081 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CL Cheryl L. Billing Specialist Medical Practice Used the software for: 6-12 months ### "Keep track of your pending issues and questions" November 8, 2022 5.0 Pros Easy to use. Versatile. Able to share info with others easily Cons no issues so far. Easy to use. No issue with implementing Review Source MR Matthew R. Head of Customer Service Media Production Used the software for: 2+ years ### "Used Zendesk to convert a single shared mailbox with 3 agents to a full system with 30 agents. " July 5, 2018 4.0 We normally handle 6000 cases a week using Zendesk and Zendesk Chat. Pros Rules and Automations allow traffic flow and triage before an agent gets involved. Reports are highly customizable. Macros are simple to create and can be used to control tagging. Cons Light agents and accidental email forwarding to customers are a gotcha! (Very rare circumstances once you figure it out.) Exporting large amounts of data is limited. (Also rarely needed.) Review Source Kiran P. Customer Support Manager Information Technology and Services Used the software for: 1-2 years ### "null" July 11, 2017 5.0 Review Source VR Verified Reviewer Senior Field Engineer Aviation & Aerospace Used the software for: 6-12 months ### "Great for customer support tickets" August 21, 2018 4.0 Pros Ability to open, respond and close tickets easily as well as notifications sent to multiple employees Cons Lack of integration with other services like G Suite Review Source DS Douglas S. CEO Leisure, Travel & Tourism Used the software for: I used a free trial ### "Avaliação de iniciante" July 10, 2023 5.0 Somos uma startup e o Zendesk está alinhado com o nosso perfíl e necessidades. Pros Entendo que é compatível com minhas necessidades e as possibilidades de integrações. Cons Grande parte do conteúdo, reuniões e tutoriais são na lingua inglesa. O estágiário está com dificuldades de acompanhar. Reason for choosing Zendesk Suite Por terem um segmento para específico para startups, o suporte durante o período de implementação e testes sem custo durante os primeiros 6 meses. Review Source JN Justin N. VP Business Development Building Materials Used the software for: 2+ years ### "Our small manufacturing firm LOVES Zendesk and our customer/distributor base loves it as well!" July 18, 2017 5.0 This is the backbone (or killer app) of our customer-facing organization. Pros Cost/benefit for features, EASE OF USE, happy and helpful support for the rare moments we need it. We probably only use about 10% of its features and we continually find new ones weekly. AppStore is incredibly robust as well. Cons Some of our other systems, like CRM, are not up to date so we can't integrate them easily. That really isn't a Zendesk problem, it's ours. Review Source Richely F. Ingeniero Financial Services Used the software for: I used a free trial ### "Excellent application for business and customer support" September 22, 2022 4.0 It has been an excellent platform that has allowed us to help our customers, all its functions are integrated and has good shortcuts to handle everything faster and more efficiently. Pros It is easy to use and allows to optimize solid solutions, it has a very powerful reporting tool. Cons Customer service is a weak point, call quality fails at times and it is costly to have all options enabled. Review Source VR Verified Reviewer Co-Founder and CEO Used the software for: 1-2 years ### "No longer the cream of the crop - too many alternatives out there now." April 4, 2018 4.0 Pros Hollistic system that brings everything together, from Livechat, to FAQ management, lead tracking, the lot. Cons The allure of Zendesk has been lost to the sheer volume of other, cheaper, easier to use options out there across all the key elements. Zopim chat was the only reason I used Zendesk, but now don't feel the need to pay for anything else. Review Source hA houria A. e market place Manager Retail Used the software for: I used a free trial ### "best Application for CRM" March 18, 2024 5.0 Pros Easy to use and free which proved you with base service Cons the last upgraded which support the CRM, and all support for the cloud Review Source Surabhi S. Digital Marketing Consultant Information Technology and Services Used the software for: 2+ years ### "Customer Support with Ease" April 10, 2019 4.0 Pros Good for e-commerce sites customer support It is a comprehensive customer support and ticket management tool Easy to set up and get started Cons More flexible pricing options and some customization in terms of features would be great Review Source Rebecca M. Content Developer Human Resources Used the software for: Less than 6 months ### "Makes answering tickets kinda fun" August 3, 2018 4.0 Great for ticketing, not so great for knowledge base (but as good as it gets, as far as I know). Pros This platform makes answering tickets a bit enjoyable - communicating with your team on the downlow, and having the public-facing responses available in the same area is INDISPENSABLE when it comes to ticketing software, and this one does it seamlessly, Cons I would like the "Knowledge Base" to be a lot more customizable. Right now it is very hard to customize and they all have a similar look and feel that is not that great. Review Source Steve G. Partner Account Manager Marketing and Advertising Used the software for: 2+ years ### "Efficient Ticketing System" May 15, 2019 4.0 Pros I've used a lot of different ticketing systems, but Zendesk is the best. It's very efficient and customizable. It gets the job done very well. Cons I haven't come across any technical issues so I don't have much to complain about. Review Source AB Adam B. Sales Manager Translation and Localization Used the software for: 2+ years ### "Not Really a Fan" April 6, 2020 3.0 Not a fan and though it helped a tad with organization Pros I would say that organization among our team improved slightly. There was less confusion on our operations floor. Cons With above being said. I found it to be sloppy. I did not feel that it was easy to navigate. I wish Review Source VR Verified Reviewer Account executive Computer Software Used the software for: Less than 6 months ### "Zendesk Sales User" July 28, 2023 3.0 Pros Integrated with salesforceEasy to manage Cons AcquisitionCustomisation (lack of)Not too much else Review Source Tugrul U. Online Shop Manager Retail Used the software for: 1-2 years ### "Simply to implement easy to use" August 6, 2018 4.0 Since I started using the Zendesk online chat tool, the number of incoming calls to our CC has decreased considerably. Pros I'm using Zendesk's online chat tool. The entegration of the tool was very easy. Our customer service employees learned the program in an hour and they loved it. Cons Design and location (the place that you put your online chat area) options are limited. Review Source KF Katie F. Digital Content Developer Mechanical or Industrial Engineering Used the software for: 1-2 years ### "ZenDesk Chat - Easy to Use, Easy to Integrate!" May 18, 2019 4.0 Again, easy way for customers to reach out instantaneously if they need further assistance! Which they usually do, because our products can be pretty difficult to sort through. Pros ZenDesk Chat was very easy to integrate into our e-commerce website, which was great! Users seem to love interacting with it, and it provides us another medium through which our customers can interact (other than a phone call or email - this provides a quicker response time too). Our products are highly engineered, so the ability of users to reach out with questions or more information that they need is invaluable! Cons I feel like other chatting platforms have a better look and feel that the ZenDesk Chat platform. Drift and Hubspot Chat are good examples - they look much more polished. Review Source RT Ronald T. Transport Manager Broadcast Media Used the software for: Less than 6 months ### "Survey " October 14, 2023 5.0 Pros I use to infom the client about the new service in my company and also finding clients thoughts about service offered to them. Cons Zendesk is one of platform with variety of applications therefore no complaints. Review Source GD Gregory D. Service Desk Manager Marketing and Advertising Used the software for: 2+ years ### "Zendesk is my best friend." November 26, 2019 5.0 Pros Zendesk business rules such as triggers and automations are robust and work so well. Macros and views make day to day support a breeze. Cons Would love if Zendesk had the ability to link related tickets to a customer profile. Review Source Calin H. Marketing Account Manager Financial Services Used the software for: 2+ years ### "A Solid Ticketing System" May 17, 2019 4.0 Pros It's a good ticketing system, better than most of the in-house ticketing systems that I've used. It's well organized and easy to use. Cons It can be a little difficult to get around , but is much better than ticketing systems. Review Source Brett F. Director of Marketing Computer Software Used the software for: ### "Just beginning setup and it's looking great so far" June 8, 2018 5.0 Multi-channel chat that's not hard to set up. Pros I might be reviewing a bit too soon, but thought I'd chime in and say their sales/support people have been amazing so far. Really helpful and low pressure. Cons I was hoping for a couple features that were more "wish list" items than "must-haves," so I can't complain. Review Source AE Andrew E. Web Developer Intern Computer & Network Security Used the software for: 6-12 months ### "Great ticket platform for live support" July 27, 2022 4.0 Overall, Zendesk has made the experience wonderful! Despite getting used to the ticketing order, Zendesk offers navigable system that any company should ought to try! Pros Its navigation, organization for clients Cons Can get confusing as far as ticketing order goes Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Front](https://www.capterra.com/p/132901/Front/) Reason for choosing Zendesk Suite Navigation, ease of use for new staff Review Source FF Felix F. Project Leader Primary/Secondary Education Used the software for: 6-12 months ### "Quality of service?, organization?, communication? ... this is what you get when you incorporate. ZENDESK to your company" August 10, 2018 4.0 Pros you can manage multiple support areas, with multiple service teams without problems, it is easy to understand and use, the interface is light and very functional, excellent integration with social networks and other platforms (like Wordpress), it is extremely easy to track the behavior of a ticket, the dashboard is very very explicit. Excellent..! Cons is very centralized, without the tool you can not interact (mail) with anything, nobody .. As it is multi-support, the interaction between tickets can be cumbersome. The Mobile App lacks important features of the web App .. It is expensive (for the Latin American market), I would like more possibilities to customize / adapt the UI appearance to my business standards Review Source RI Roslyn I. Operation specialist Retail Used the software for: 1-2 years ### "Zendesk" November 8, 2022 5.0 Very easy to use and very useful on handling tickets. Pros Its easy to use and navigate.Its very user friendly. Cons When you continuously refresh it,sometimes it logged or hanged and you need to reload. Review Source BD Brogan D. CX Team Lead Apparel & Fashion Used the software for: 1-2 years ### "Instrumental in giving a good customer experience" December 8, 2019 5.0 Overall, I wouldn't want to use another software. We're able to use Zendesk to reach our customers and give them the best experience possible. Pros I like how user-friendly Zendesk is. It makes providing a good customer experience as simple as possible. I like that you can integrate other apps into Zendesk! Cons Occasionally there are outages or glitches, but overall Zendesk works well the majority of the time. Review Source lM louis M. key account manager Management Consulting Used the software for: 6-12 months ### "Zendesk review" March 4, 2023 5.0 the overall experience is a very positive one from the start Pros As a business we have the ease of use for the zendesk package to be an advantage for all staff members Cons There are a few minor points we would like to change but this is more personal prefference than design issues 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.