# Page 82 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 82 - 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 82 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 2026-2050 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JM Joel M. Software Engineer Computer Software Used the software for: 6-12 months ### "Zendesk gives great help to businesses" December 9, 2018 4.0 Great tool to have a great communication to customers, easy to navigate, and this is what every businesses must have. Pros I find Zendesk to be really of great help for businesses, I first seen it on Ads in Youtube, realizing its benefits to have a great relationship with customers. Customers is the main source of income of all businesses. Upon using the application we found out that it is really helpful, having its functionalities and features for as Helpdesk, the more we can easily comply with the customers needs. I great tool indeed! Cons Overall, its quality is nevertheless outstanding and useful. This is what businesses must have. I will come back to give a review if I found out there's bad thing about it. Review Source VR Verified Reviewer Internal communications officer Computer Software Used the software for: Less than 6 months ### "Perfect tool for internal help desk" July 23, 2019 5.0 Pros I love the ease of use of Zendesk. In a day I was able to copy paste all my content into an organized format, easily import the theme we were already using for our external documentation and customize the stylesheet directly in the browser. Loved the experience! Cons I wish there were more than one theme available for free. The copenhagen theme is a little bland and more options would be nice. It would also be nice to have more WIZIWIG options for text formatting, columns, etc. Review Source MA Mathias A. Information Technologist Information Technology and Services Used the software for: Less than 6 months ### "Pro's and Con's of Zendesk suite" April 2, 2024 4.0 Pros It's IT ticketing and live chats service Cons Customer care service is a bit sluggish. Review Source Hermann A. Support client International Trade and Development Used the software for: I used a free trial ### "Logiciel d'aide au client " November 11, 2023 5.0 Pros Avec zendesk j'améliore mes relations et j'aide mes clients sur la sécurité totale de leurs produits , c'est un bon logiciel. Cons J'ai pas d'inconvénients pour zendesk suite Review Source AB A.S. B. Staff Attorney Used the software for: 2+ years ### "I love using Zendesk" May 30, 2018 5.0 Pros I like the ability to be able to track open tickets that require additional follow up. Additionally, I like the integration with Outlook that allows me to just "send" an email to Zendesk without having to open the software separately. Cons Honestly, there is not much I do not like about Zendesk. I use Zendesk strictly for monitoring open issues and I have not had any issues doing that with Zendesk. Review Source MC Matt C. System Administrator Telecommunications Used the software for: 2+ years ### "Excellent ticketing and CRM system" December 12, 2018 5.0 Pros It's very easy to stay in touch with customers well and manage ongoing issues through this software Cons Handling of email responses, particularly with image based signatures or inline replies can be difficult. Review Source nS nelson S. architect Construction Used the software for: 2+ years ### "Zendesk the support suite" June 27, 2018 4.0 This is a complete suite for customer services you can do anything and you can select wich module or product family you requiered you have available Support , Connect , Explore , Chat , Talk , Message , Embeddables , Relate each of these have it features and work for certain campaings aspects. Pros You can track support tickets , assing priorities , will create a hub for comunications this will lead to more productive agents and satisfied client. You can select for a range of customer service approaches. Eliminates the need for emails and easy to filter messages. it has a powerful reporting and customer satisfaction surveys Cons because you can select wich module to use it can be expensive if you want to use all features of Zendesk. You should take at least some crash courses to have the team working with this. Review Source Manav S. Quality Analyst Computer Software Used the software for: 1-2 years ### "Better approach for prompt responses " August 3, 2018 4.0 I used as customer and usually share my views and queries on chat. Agents sometimes do not able to get quick decisions and this make irritate. Pros It's always a good option when one faces any issue with any services. Quick answers to the questions help customer to take decision and help service provider as well to provide better service and to know about the customer view and the issue faced by users. Some time people feel shy to talk on call and avoid to use mails for communication. Then chat works affectively at that stage. Cons Sometimes time chat message miscommunicate the information which creates problems for both sides. And service provider get less time to think about the solution for users. Review Source HM Hlalanathi M. Freelancer Accounting Used the software for: 6-12 months ### "Zendeks Review" June 13, 2022 3.0 I'd rate Zendesk 7/10, there's still room for improvement on the data security area. Pros One of the trustworthy software one stop company with easy functionality, solution driven. eTicketing, good customer service with live chat and call centre funtionalities with self help options. Multi channel support options. Cons The only negative I've found is less secure data transfer channels. Review Source VR Verified Reviewer Used the software for: 1-2 years ### "good price and its a good platform" January 15, 2019 5.0 Pros They have figured out the right way how to take care of customer service I love the way creating the knowledge base. They also have a startup program where you can get up to one year for free Cons The way there chat works with outdated my opinion. they should do what intercom dose with the chat. also i think that they need to add more features to the chat Review Source DH Del H. President Computer Software Used the software for: Less than 6 months ### "Zendesk Mis-Representation" November 4, 2019 2.0 Very, very disappointed. I would not recommend this company to anyone. Pros Lacking functionality needed, we did not receive functionality that was provided in the trial. Zendesk played the upsell game by forcing the user to upgrade to get the functionality that was in the trial. Hard to trust this company Cons Zendesk was dishonest when providing a trial. We signed up for the trial and then purchased the software only to find out that we did not get all the functionality that they provided in the free trial. Then it even gets worse, to be able to include company names, create groups and create reports, the upgrade is four times more than the price of the entry level product. We are looking into other solutions as we are concerned as to what other surprises we may encounter. Reason for choosing Zendesk Suite We were deceived as to what would be included in the product when we signed up. Review Source Thomas S. Facilities Coordinator Internet Used the software for: 1-2 years ### "Zendesk runs customer service" June 8, 2018 5.0 Pros The interconnectivity of this application really proves to be it's strong point. At my last position, working as a cust ops rep, all we used was Zendesk to speak with our customers. Cons Zendesk runs very smoothly and the customer service team was always very quick in addressing whatever my team or i had questions with. Review Source VR Verified Reviewer Deputy Director, Advocacy Hospital & Health Care Used the software for: I used a free trial ### "Zendesk review" April 29, 2019 4.0 Pros I like how the chat is integrated into the ticket interface, but can also be opened in its own window for access to more features and functionality. I like that you can customize the theme of the knowledge base, as opposed to having something very plain. Cons I wish all the different products could be integrated into the same UI, or at least browser window, a little more. It's tough to try to manage everything and have different tabs open for different Zendesk products. Review Source MA Manish A. VP Information Technology and Services Used the software for: 2+ years ### "Zendesk" December 14, 2018 4.0 Experience is good, but reporting is a must feature across all plans ranging from basic to premium. Pros Easy access to portal from all screens ie mobile to laptop Cons Reports or Tickets dump as a default feature across all plans. Review Source VR Verified Reviewer Senior Software Developer Printing Used the software for: 6-12 months ### "Good support desk software with a decent chat integration" October 31, 2019 4.0 Main tool for handling all the customer support related tasks. Pros It was easy to integrate ZenDesk's chat functionality in our site, with ability to pass custom values so that customer support can quickly help our customers. Cons The chat's integrations code part feels a bit out of date, but it's from a technical point of perspective. Review Source MP Misty P. Chief Operating Officer Law Practice Used the software for: 2+ years ### "Zen Desk/Help Desk Evaluation" October 6, 2016 4.0 We use Zen Desk for our internal IT ticket management system. We have found that when dividing the desk into different groups in the base package there are some limitations. However, the product as a whole does a good job meeting our needs. Pros I like that I have reporting and analytics on our ticketing history. Cons We have two different "desks" in use in our system. The tickets can't be submitted to both systems at once creating some minor issues. Review Source VR Verified Reviewer Operations Analyst Broadcast Media Used the software for: 6-12 months ### "Great Software with no-coding trigger and automation function " May 24, 2019 5.0 Since I really learned how to use it, Zendesk have been really useful for me Pros Zendesk is desinged for customer success but is also extremely useful from internal use. You can use the tickets to connect the business and the TI departments, for example. The automation and trigger features are also great and don't require any knowledge in coding. Cons Zendesk functions and features are not to trivial. If you just want to be a regular user and use only the superficial features of the product, it'll take some time to learn it. Review Source VR Verified Reviewer Frontend Developer Marketing and Advertising Used the software for: 1-2 years ### "Support this Support system!" July 10, 2023 5.0 Great experience. Pros The ease of use. Login in was always easy regardless of the company providing it. Cons I had no problem with it. It always helped me to get the answers that I needed. Review Source JB Joel B. Administrative Secretary Consumer Electronics Used the software for: Less than 6 months ### "How Zendesk can help you" February 23, 2023 5.0 Right now, we're in the process of scaling and Zendesk can be a great partner because it adjusts to the needs of the business and scaling is not an issue Pros Most of the managers we have find the interface intuitive and easy to use. I personally like the fact that I can customize the software to meet my specific needs. Cons For small businesses, Zendesk can be very expensive. I also find the reporting feature as limiting. There are times you need to get a comprehensive view of support operations Review Source AA Adolfo A. Owner Arts and Crafts Used the software for: Less than 6 months ### "Still learning how to use it properly , but I love it " April 18, 2022 5.0 I have been working with it just two weeks but it was a great surprise, due it is easy and friendly to use Pros its features are very friendly and like any software you need time to discover all the benefits. Cons the sound that you listen when you connect to the chat it is awful Review Source VR Verified Reviewer Full-Stack Web Developer Consumer Services Used the software for: 1-2 years ### "Pros & Cons" October 27, 2018 5.0 Pros We used zendesk temporarily to manage tickets. It worked well and was good to be able to split up the issues between team members while we were still growing as a business and didn't have one person assigned to that task. Cons It was a bit of a hassle to have external software managing our general business email. One more place to check every day... Review Source TC Troy C. Client Relations & Sales Specialist Used the software for: Less than 6 months ### "Zendesk is simply amazing!" June 6, 2018 5.0 Pros I love that it includes ALL of our channels of communication. Using an internet fax solution as well, we are able to do that through Zendesk. All of our communications with a client are through Zendesk, and the tickets can all be linked together. This gives us a better picture when reassigned to another agent, or if there is ever a need to escalate, we already know what the situation is. Customization and setup are ridiculously easy, and they have lots of on-demand training videos you can watch. These are paid for, but they are crazily effective and I highly recommend it! Cons Price is heavy, but I don't find that they overcharge for what they give you. It's just something to get used to, and made us really decide if we wanted this, or if we should go with a different solution. Training videos ARE paid for, and only last for 30 days. Review Source VR Verified Reviewer Director of Content Health, Wellness and Fitness Used the software for: 1-2 years ### "Solid Customer Support Platform" June 14, 2018 5.0 Pros \- easy to learn the software without extensive training - straightforward to write and answer tickets in the system - the support team is fantastic! great experience with answering questions - love the tags feature Cons \- analytics could be improved to help with analyzing the effectiveness - add-ons like Chat and Talk are expensive in my opinion Review Source CW Chris W. Ops Specialist Computer Software Used the software for: Less than 6 months ### "First Experience " June 12, 2019 4.0 Pros I have really enjoyed working with Zendesk. I find the ability and available options for customization and organization are a refreshing change. I have been surprised at the amount of help resources available for self help and found the company reps to be knowledgeable and quick to respond to my query's. Overall it has been a very positive experience. Cons With Zendesk being so massive in it's scope, I continue to find little details that are simply overlooked. A good example of this is the function to auto assign/answer incoming chats, the function works perfectly but the chat windows open as small little bars on the bottom of the dashboard screen with no ability to change the behavior. I would like to have all chats tabbed in a separate window ( IM style) and open expanded when auto answered like they do when you manually answer them. Review Source JA James A. cloud engineer Computer & Network Security Used the software for: 6-12 months ### "james" January 18, 2022 5.0 Pros what we liked most is the simplicity and ease to understand Cons At this time no comments on the least, we are still testing 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.