# Page 9 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 201-225 of 4079 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JR Joshua R. Student Education Management Used the software for: Less than 6 months ### "Zendesk Suite is easier" July 17, 2024 5.0 Pros I like the omnichannel settings of the tool where it accepts integration of the tool with social media tools like Facebook, WhatsApp and X formally Twitter hence easier to get messages from one tool Cons I have not seen any issue with the software now however they should consider lowering the pricing of the tool Review Source TN Thayná N. QA Gambling & Casinos Used the software for: Less than 6 months ### "I really love zendesk" July 10, 2024 5.0 Pros I like the way zendesk is simple, easy to understand, and the features that they have. Cons Nothing, absolutely 0 mistakes, zendesk is the best. Review Source ND Nico D. Network and Security Systems Administrator Construction Used the software for: 2+ years ### "Zendesk Suite offers the best customer support. It's a gem " May 29, 2024 4.0 If you want to be a pro in providing customer support,you should work with and make it easier for your customers. Pros They deliver a very impressive customer service and it's very easy to monitor the needs of your business and that's why it's my favorite. is very flexible it favors even the beginners and all business types Cons I ain't complaining about anything about this tool. Review Source Roland M. Senior Account Manager Logistics and Supply Chain Used the software for: 2+ years ### "Powerful but complicated " June 6, 2024 5.0 Pros It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems. Cons It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding. Review Source IRT Ilich Rafael T. Visiting Lecturer Education Management Used the software for: 6-12 months ### "Zendesk Sit" December 28, 2025 5.0 It feels like I am using a professional grade industrial equipment and it is incredibly powerful, reliable, and scalable, but it requires an expert and trained operator to run it effectively. Pros It is genuinely the best at merging emails, chats, phone, and social media into one screen. And it is the gold standard for functionality. Cons It feels like learning a new programming language/code or a complex excel pivot table and it is hard to set up. Review Source BC Brenden C. CTO Computer Software Used the software for: 1-2 years ### "All in one package for customer support and external documentation" June 7, 2024 5.0 Pros Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people. Cons The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Mailboxes weren't scalable for a growing business. Review Source SJ Simon J. Senior manager Computer Software Used the software for: 6-12 months ### "Customer Support Excellence" June 17, 2024 4.0 Pros I particularly appreciate how we can manage all customer tickets in one place, ensuring nothing slips through the cracks. Cons The cost can add up quickly when you need multiple features and add-ons for comprehensive support. Review Source Juan M. Software Engineer Marketing and Advertising Used the software for: 1-2 years ### "The best solution for customer service " November 13, 2023 5.0 This platform is the best complete and versatile solution that allows any company to efficiently manage its customer service in the simplest and most comfortable way possible. Although it has some disadvantages and can be expensive for some businesses, the benefits it offers, such as centralizing customer communication and automating tasks, make it a valuable tool for improving the customer experience. Using this tool with adequate training and a solid strategy offers exceptional customer service, which makes a difference in the satisfaction and loyalty of each customer. Pros I like this platform for being the solution for exceptional customer service as it can help you improve your customers' experience and how it can benefit your company in customer service management. It allows centralized management of all communication channels with customers. It facilitates the automation of repetitive tasks and the assignment of tickets to the most appropriate agents. It also provides analysis and metrics to evaluate customer service performance. Cons There is nothing I can say that I don't like or agree with. I think it is an excellent platform for everything it offers. In addition, it offers an intuitive and customizable interface, adapted to the needs of any business. It also offers the possibility of integrating with other tools and systems used by your company. Review Source GP Geoff P. Systems Security Analyst Hospital & Health Care Used the software for: 2+ years ### "Zendesk is a top tier ticket management application" August 7, 2023 5.0 We have increased production on the helpdesk and have been able to provide better customer service with Zendesk. It allows for more detail to be placed in the tickets as it is worked on and keeps all of the users involved up to date on the status. Pros The real time alerts for ticketing is a great feature. Also, being able to add comments to the ticket as it gets worked by other departments/users is a great feature as it keeps everyone informed about the status of the tickets. Cons Some of the report structure could use some improving. While some reports are easy to find or create, some of the more in depth reports can be hard to find or use. Review Source MM Mercy M. Account Executive Automotive Used the software for: 1-2 years ### "THE KEY IN YOUR ORGANIZATION EVERY 24.7.12.365 " May 21, 2024 5.0 Pros It makes our aupport operations fast and smooth I like that it is all in one solution Guests can easily and quickly navigate it Cons This is the platform of the year no regrets at all Review Source JEA James Edward A. Chief of Staff Food & Beverages Used the software for: 2+ years ### "ZenDesk Review" June 7, 2024 5.0 Pros Powerful AI tools to support the scaling of our CX function Cons Set up was more difficult than expected early on. Review Source John M. Lead consultant Environmental Services Used the software for: 6-12 months ### "Zendesk" September 11, 2023 5.0 Pros Database management and real time chat for users and administrator Cons Nothing i dislike about zendesk. I find it very useful Review Source SJ Shivam J. PPC Expert Marketing and Advertising Used the software for: 1-2 years ### "Zendesk suite importance for an organization. " September 12, 2023 4.0 Overall experience with zendesk is good but there is lot of improvement areas which can benefit to reduce complexity of use. Pros I like zendesk because you just have to have a ticket number and you can see all the conversations and docs for every project and detailed information for a project. Cons When a ticket is closed, you can't reopen it after some days and you have to raise another. It become complex for always updating a new ticket. The executive needs proper training to use zendesk therefore ease of use is limited. It is a bit complicated sometimes. Review Source JB Joy B. Associate Director of Student Life Education Management Used the software for: 2+ years ### "Zendesk has a lot of great tools - if you just know how to use them" October 3, 2023 4.0 Zendesk is so robust, but it is not at all intuitive. Learning how to generate a report was a full time job and I never quite figured it out to really get comfortable with tracking the mass amount of data we had generated through all of our tickets. However, I really wanted to learn it and their customer success team worked with us to help develop trainings so we could utilize it better. Pros I really liked being able to track tickets and keep up to date on where they were in the customer support lifecycle. Creating macros was not difficult, and it really helped our agents to respond very quickly when they knew which macro to use. Cons Zendesk can be very complicated if it isn't set up correctly from the beginning. We ended up having to untangle a lot of decisions that were made in the beginning and it was really hard to back out once the systems were in place. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite Ultimately there were more options with zendesk - integrated knowledge base, chat, ticketing system - and while it was more expensive, you got more bang for your buck. Review Source Nayra Giselle R. Ingeniera en sistemas Telecommunications Used the software for: 6-12 months ### "The Complete Solution for Customer Service." October 25, 2023 5.0 Supervisors in our organization value Zendesk's reporting and analytics capabilities, which allow them to evaluate team performance and the quality of customer service. They can also use call recordings and analytics to improve agent training.IT administrators appreciate Zendesk's scalability and integration capabilities, allowing them to customize the platform to their business needs. They also value the security and access management of the platform. Customers and end users can experience an improvement in the quality of customer service when interacting with companies that use Zendesk. They can receive faster and more accurate answers to their questions. Pros I like Zendesk because it made it possible to centralize all customer interactions, whether through email, live chat, phone, social media, or other channels. In addition, we manage to access relevant customer information and their interaction histories in one place, which simplifies the management and resolution of queries and problems.Agents can respond more efficiently to customer inquiries by having all the information at their fingertips. Cons The quality of Zendesk customer support may vary by region and platform edition. Some users have reported that support does not always meet their expectations. While Zendesk is known for its integration capabilities, some more complex integrations may require additional technical knowledge and IT staff. Review Source VV Victoria V. HRIS Specialist Newspapers Used the software for: 2+ years ### "Zendesk - The Great Customer Service Management Tool" October 16, 2023 5.0 Overall positive. I liked being an admin greatly as well as I like being a user submitting my concerns to different companies and brands. Seeing them use Zendesk makes me feel good knowing they are using a trustworthy product. I also know if they don't respond easily it must be on them as a company, as everything is tracked, such as time and date, so it is easy to set TTR metrics using this product. Pros SO EASY TO USE! Every time someone needed something they could easily submit a request and it would go straight to our team to address. Very easy to see what needs to be completed and when it was submitted to us. Additionally, it made it very easy to organize issues, by labeling all our tickets in a category such as New Hires, Terminations, Unemployment forms, Payroll related questions, technical issues, etc. I also liked that it was a giant knowledge database. I could go back to past tickets and see how it was handled and respond in a similar way. Cons There were a few times (RARELY) that it didn't work so we could not do our job at all and support our employees. It was our MAIN form of contact with our employees and we had employees all over the USA. We mainly used Zen Desk for getting tickets from our employees, along with state agencies specifically during COVID when unemployment was high, and tried to solve all their problems and act as the MAIN line of support. When it was not up and running it made this difficult. Reason for choosing Zendesk Suite Best for our company's needs- big company that owns many newspaper brands such as the Denver Post, Chicago Tribune, etc. so needed a product that could handle many users submitting tickets from all over and a way to organize them all so we can support to the best of our abilities in a timely manner. Review Source Cristian S. Marketing specialist Automotive Used the software for: 2+ years ### "5 star user experience" September 20, 2023 5.0 Despite the small problem I had with the learning curve initially, I felt that as the months went by I gained greater mastery and speed in solving all types of cases using this platform. The ease of integrating it with other company systems such as CRM and automating processes was highly valued. Overall, I find greatly streamlined my daily tasks as a support agent, focusing more on the customer than the systems. I would definitely recommend this solution to any company that needs to provide operational excellence in their help desk Pros What I liked most about was its modern and intuitive interface. As a support agent, being able to access all the tools I need easily through a single panel allowed me to respond to tickets in a more agile and productive way. The layout of the widgets was clean and easy to use, which made me feel comfortable resolving all types of requests without any problem. In addition, having automatic rule-based task assignment functions helped me optimize time. Without a doubt, Zendesk Suite's very well-designed interface was what I valued most as a user Cons What I liked least about was that being an all-in-one platform, I sometimes felt like it had too many options and settings, and I had a hard time focusing on the most important tools. At first it was a little overwhelming learning how to use all the different sections like the help center, the marketplace, analytics and so on. I would have preferred to have a more gradual learning curve. However, I recognize that over time I better understood how to get the most out of each functionality thanks to the help of the support area Review Source RG Roma G. Customer Manager Legal Services Used the software for: 1-2 years ### "A Great Customer Service Solution For Business " June 6, 2024 5.0 Pros It comes with great live chat features and makes a great help desk solution In addition, I like the knowledge base features and the fact that it makes customer service easy Cons is powerful and no dislikes to report. Review Source LA Lani A. Tea Leader Telecommunications Used the software for: 6-12 months ### "Zendesk user as a team leader" March 10, 2024 5.0 It helps our company run using Pros It is a very important tool at work when communicating with customer and clients Cons Sometimes we experience some outage but not frequently Review Source YG Yatin G. Sr. Product Manager Automotive Used the software for: 1-2 years ### "Best tool for ticketing support" January 15, 2023 5.0 Zendesk has helped us reduce the ticket closure TAT by 60%. The customer satisfaction has improved drastically. With the help of interactive data reporting on Zendesk we are also able to take preventive measures to reduce tickets. Pros Zendesk scales up with the size of the team and amount of tickets that they are sent. The best part of Zendesk Support are triggers and automation. They help the team to get notifications on new tickets and ticket updates. We can add any new user in the Zendesk tickets and they can get to know the entire history of ticket Cons Some emails are classified as "automated" and are sent to the "Spam" folder. We contacted the Support Team and find out that there's no way to treat them as normal tickets. Internal/external replies user interface is a bit clunky. Zendesk does have a Slack integration but its capabilities are not so robust and limited. 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 Zendesk is an industry leader for support tickets. The pricing is highly competitive and it can be seamlessly integrated with other tools to boost productivity. Zendesk is easy to use and user learning curve is very small. Review Source jF jake F. Program support Telecommunications Used the software for: 1-2 years ### "I am satisfied with the Zendesk performance" July 5, 2023 5.0 I would rate the software 9 out of 10, as there are a few areas that require fixing on the system. However, I acknowledge that there is no perfect software. Pros This platform is user-friendly, even for new users. Our employees were able to learn how to use it correctly in just one week. I appreciate the way the platform is set up. Cons When filtering my view, it is hard for me and my team to determine what we need to pick for us to view what we want to see. If there is an option that we can directly choose what we want to see, it can become manageable. Review Source DB Destiny B. Customer Service Support Consumer Services Used the software for: 1-2 years ### "Zendesk" October 24, 2023 5.0 Software for Customer Support. Simple to utilize and the Help desk software that is powerful, reasonably priced, and completely customized for the company. Ensure quicker response times and boost efficiency. Pros Agents can swiftly resolve issues, provide personalized experiences, and cultivate relationships with customers by utilizing Zendesk to create a fully seamless omnichannel customer experience. Offering customers a variety of communication channels is only one aspect of an omnichannel customer experience. Cons While Zendesk is a popular customer service solution, it does have certain limitations. These include its high price, limited customization possibilities, and difficulty in configuring and utilizing its capabilities. Review Source Alberto L. Marketing Project Coordinator Real Estate Used the software for: 1-2 years ### "Zendesk Suite manages our technical support" May 23, 2023 5.0 We use Zendesk to manage our inbound support, account service, helpdesk, and requests from our contact page in order to communicate with users. We collect bug reports and enhancement requests from users and can troubleshoot and monitor requests through various systems we have integrated. It is the foundation on which we base the way we interact with our customers when they come to us. Pros The API and app frameworks are very useful and serve as a foundation for creating custom apps that can be connected to our Zendesk account for automation and updates, as well as creating specific tools that can be integrated directly into the product while agents are working. This can be very profitable, as there is a consumer sector that allows other services to be embedded in place. Allow us to design goals that are triggered from a variety of data formats from custom recipes, this allows us to have Zendesk update and alert other systems on demand, in real time, avoiding big money scripts that are used for survey automation. The unification is striking due to the number of partner add-ons they offer that are preconfigured to integrate to common tools such as JIRA, Slack, Salesforce, Hubspot, ChurnZero. Cons We were sheltered by the unlimited light brokers, however, I believe access has been restricted as of this point. They have a tendency to move slowly to incorporate new options into the API, but overall they are quite flexible. In order to understand the API you need to focus on a less important part of their overall platform. Review Source GD Giovanni D. People Solutions Senior Specialist Information Technology and Services Used the software for: 2+ years ### "Zendesk is an intuitive and reliable CRM tool." May 4, 2021 4.0 Zendesk is our ticketing platform at present. Again, it helps us connect with our employees who need assistance whenever necessary. Another feature of the software is it can host a page containing a library of helpful articles and documentation for our customers. These articles can also have secured visibility by assigning user segments allowing us to manage effectively. Pros Zendesk is quite easy to implement and is reliable. It is able to support what we needed in our organization for providing support to our customers (mainly our employees) in the HR space. At present, we implemented to support the employees' entire life cycle from recruitment to termination and even post-termination. Zendesk has the capability to integrate with other systems like Workday through APIs, where we can manage user creation, updates, deletion, and ticket management. They also have a built-in analytics feature where we can build queries and dashboards within Zendesk, enabling us to do ticket analyses and handle SLAs to improve our customer satisfaction. Cons The pricing is relatively high, given the limitations that Zendesk can provide, especially the licensing costs. We also experienced difficulties in reaching out to technical support. There were multiple times that the technical support would say that what we're asking for is not technically possible, but our developers were able to find the solution ourselves. Moreover, they don't have a way to support escalations whenever necessary. In managing security through user segments, the logical functions are quite limited which makes it hard for us to create complex rules. Review Source MR Maggie R. Client Services Advisor Computer Software Used the software for: 2+ years ### "Excellent Tool for Ticket Management and Knowledge Share" May 8, 2023 5.0 I'd definitely recommend Zendesk to others. It's an easy to use software, widely known, and our clients really benefit from it. Pros I love that Zendesk is easy to use for the Knowledge Base. We can easily share information with our clients through articles, and adding images and videos is a seamless process as well. The CSS/HTML editing is easy to work in as well! I love being able to make the articles look professional. I also like that the ticketing system is easy to search and to add integrations. Cons The flow of the ticket responses is not super easy to read, but this could be just a picky-me thing. It's much better than what we used to have! Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) We needed a better system for our clients. 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.