# Page 92 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 92 - 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 92 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 2276-2300 of 4081 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JK Josh K. Inventory Purchasing Used the software for: 1-2 years ### "Zendesk is a wonderful customer support email client!" July 2, 2018 5.0 Pros The ability to quickly see if the customer has sent past emails or if this is their first contact as well as the ability to merge duplicate tickets. The integration with Shopify is also wonderful for quick and detailed order information. Cons Every once in a while I cannot access the portal on the first few attempts and have to keep reloading. It does not happen often but is certainly annoying when it does! Review Source AL Alex L. IT Support Information Technology and Services Used the software for: 1-2 years ### "Awesome management of tickets and projects" June 15, 2017 5.0 Organization and efficiency Pros The organization and the ability on setting up the organization is a huge difference maker for IT support managing support issues and client projects. It's super easy to create and assign tickets. Zendesk also makes it possible and easy to use add-ins from third parties Cons Sometimes the site or app is a little buggy and slow but it has only improved over time and isn't that bad anymore. Review Source SU Suzie U. HR Staffing and Recruiting Used the software for: 1-2 years ### "Great application for Customer Support" July 21, 2022 5.0 Pros This product is very easy to use and I highly recommend it Cons At this point no cons about this product Review Source PL Peter L. Front Desk Coordinator Computer Software Used the software for: 6-12 months ### "First Time Ticketing User" September 18, 2019 5.0 Pros This was the first tool I had ever used in regards to support ticketing. It was a little advantageous at first, but after spending time with it, digging around, and setting up macros, support has never been easier. Cons I think it has a LOT of factors built in that may not be utilized so sometimes there is so much info displayed that may not be needed by a certain group. Review Source VR Verified Reviewer Project Manager Information Technology and Services Used the software for: 6-12 months ### "Easy to understand" May 24, 2019 5.0 Pros It is pretty straightforward to understand and work on. I loved the fact that the zendesk help team is extremely quick to respond and resolve queries and moreover the tutorials and videos are really helpful Cons Nothing as of now. Except may be you have to take the effort to find and experiment what you want by watching tutorials but it's not necessarily a complete con. Review Source Daniel H. Handyman Construction Used the software for: 6-12 months ### "ZendeskReview" August 22, 2022 4.0 Pros What I liked most about this software was the ease of use. I'm not real computer literate , but Zendesk was able to help me thru it. Cons I'm not hating on Zendesk at the moment. Review Source MA Megan A. Graphic Designer Events Services Used the software for: 2+ years ### "Quick and easy to connect with our IT department" June 3, 2024 5.0 Pros Our IT department uses ZenDesk for their management in the tickets we submit. Cons I honestly don't have anything I would change about it. Review Source TH Tiara H. Social Media Specialist Hospitality Used the software for: 1-2 years ### "A must for help desk division" July 21, 2021 4.0 There is a steep learning curve to this software since features are constantly changing. I use the variety of features to stay current on my database management and social media integration efforts. Pros Zendesk is almost fully customizable. You can change any settings or features to uniquely fit your needs and the interface is very easy on the eyes. Zendesk has made automation the standard. Cons Customer support is terrible. Try not to rely too much on tech support or you will just get more lost. I've found that looking up tutorial videos will prove to be more helpful. Review Source Wes B. Vice President of Operations Computer Software Used the software for: Less than 6 months ### "Really powerful, quite buggy" August 2, 2018 3.0 Pros It can do it all - seriously, all of the functionality you could ever want. Reporting and administrative tools for days. We love the sidebar plugins! Cons It's buggy. You're gonna run into loading issues and clicks aren't going to work sometimes. It could use some updates to say the least, but they're fast at adding new features! Review Source tanguy V. GERANT Retail Used the software for: 2+ years ### "Attention au renouvellement automatique" February 14, 2023 2.0 Pros je n'utilise plus zendesk depuis que la lighthouse google nous penalise comte tenu du poids de la solution.J'ai malheureusement oublié de résilier dans les temps.Reparti pour un an plein pot sans aucun geste commercial de la part du service client. Review Source NM Nyambe M. Chief executive Marketing and Advertising Used the software for: Less than 6 months ### "Zendesk" June 22, 2022 5.0 great Pros it allows me to customize the layout and workflow of my support environment Cons The system is too complicated to use for people who are not experts cause it constantly redirects to different portals and pages. Review Source VR Verified Reviewer Director of IT Government Administration Used the software for: 6-12 months ### "Excellent solution for helpdesk" February 12, 2019 5.0 Pros Setting up email rules is easy. The ability to automate tasks is nice. Prioritizing and allowing the end user to know exactly what is going on with their request from beginning to end. Cons Had an issue early on with billing and getting emails to flow to our legacy exchange server. But was resolved fairly quickly by the support. Review Source SN Sara N. Client Relationship Manager Marketing and Advertising Used the software for: 2+ years ### "Zendesk is my main portal for client communication." March 28, 2018 4.0 Pros The ease of use between multiple agents makes client communication much easier. Sharing tickets far better than email! Cons The biggest con is the formatting of emails is removed once sent from the end user, making it difficult to communicate at times. Review Source EZ Elliot Z. Support Used the software for: 2+ years ### "Powerful Ticketing Software" June 12, 2018 5.0 Pros Love the customization options of the platform. Very easy to use and the ticket workflow is thoughtfully laid out. Cons Sometimes the merging of tickets can be a little confusing. May have instances where the service is down and not fully functional Review Source TM Tony M. Computer Software Used the software for: 1-2 years ### "Good tool for sharing support load within a team." October 3, 2016 4.0 Tracking support correspondence with zendesk lets us speed up issue resolution times because issues can be easily shared amongst a team, maintaining the full correspondence history and aren't delayed in someone's email inbox. I sometimes get confused about which list I'm viewing though and pricing goes up significantly once you move past a small team. We also use the integration with slack and twilio for notification of urgent issues. Pros Customer can interact via emails Cons interface a bit confusing Review Source MW Matthew W. EVP of Technology Used the software for: 6-12 months ### "Really great ticketing software" April 12, 2018 5.0 Pros We implemented ZenDesk at our organization as a ticketing platform a few months ago, and it's been great. Our clients are creating their own tickets, it's easy to route them around the organization, and the reporting has really come in handy. Cons No cons so far to report - everything up to this point has worked really well for our purposes. Highly recommended! Review Source VR Verified Reviewer Fund Accounting Supervisor Financial Services Used the software for: Less than 6 months ### "Great Helpdesk Product " December 12, 2018 5.0 Probably the best help desk solution out there and a lot easier to get up and running by comparison to ServiceNow. Pros Easy to use, very affordable, ticketing system is clear and concise, flexible and integrates with many other platforms. Cons Notifications can be overwhelming and there is a lot to learn in the platform to really meet all support needs. Review Source BC Brittany C. Controller Construction Used the software for: 2+ years ### "Used as a help desk" March 29, 2019 4.0 No complaints so far. Pros I use zendesk instead of our software programs helpdesk because zendesk offers a LOT more ways of searching and narrowing down the info by keyword. The main home page has categories that link to the most popular search items and if i can't find my answer, i can easily submit a request right on the page. I also like that it tracks my activity (it keeps a log of requests and help tickets i have submitted). Cons So far, i haven't had an opportunity to really use other search platforms the same way. but since the software we use is an industry based software that no other industry would use, it seems this solves the problem of providing searchable articles for users to find answers to rather then calling and waiting on hold. Review Source PR Pierre R. Realtor Real Estate Used the software for: 6-12 months ### "Easy to setup and a great platform for customer service teams!" May 10, 2018 5.0 Pros Easy setup and easy to use software. Customer service is great in helping you onboard and setting up your dashboard. Features are very helpful when dealing with inbound customer inquiries. Cons There have been times where the software doesn't react as quickly as I would like it to. Dealing with a large volume of tickets requires a fast and responsive interface. Review Source Jermaine L P. Business Owner Retail Used the software for: Less than 6 months ### "Be aware of this when using" December 12, 2018 4.0 Its works best when used within the chrome browser and works smoothly Pros It works rather smoothly when its opened in chrome amd allows you to submit tickets for processing very effectiveely. Cons I tried using the software in explorer and it kept freezing and crashing with script issues constantly. It was frustrating throughout the project. Review Source SP Sarah P. Business Owner Used the software for: 2+ years ### "Great way to offer customer support in a friendly and easy avenue" July 10, 2018 5.0 Pros I like how easy it is for customers to ping for assistance and to be able to help them as soon as they inquire Cons Chat function is great although sometimes experience interruptions. I wish there were more reliable ways to communicate at times. Review Source VR Verified Reviewer Writer Consumer Goods Used the software for: Less than 6 months ### "Exceptional Customer Service Made Simple" May 29, 2024 5.0 Pros Zendesk Suite is a customer service solution that has a lot of tools that allow you to seamlessly deliver amazing customer support. I like that you can use AI-powered bots to automate interactions. You can also track, organize, and solve all your tickets in one place. Cons The Ticketing UI has a complex interface that may be a learning-curve for some users. Review Source DL Damian L. IT Professional Used the software for: 6-12 months ### "It is very simple to write and respond to tickets in the system. Nice layout that is easy to navigat" January 23, 2018 4.0 We've been able to beat industry standards on first reply time and customer satisfaction, despite significant ticket volume. While our people have much to do with that, it was definitely more difficult before we had Zendesk. Pros Zendesk has much it does well, but most beneficial to us is the overall self-service approach the suite takes. The customer-facing portal with its knowledge base is first class in and of itself, but even better is how the knowledge base is tied into ticket workflow. It's incredibly helpful to have the KB integrated into the queue, and be able to quickly search for and include articles in customer responses. Zendesk is the best at making this whole process easier for the agent. Cons Not much here to dislike, but at some point it would behoove Zendesk to upgrade its widget to allow for more interactions than simply searching the knowledge base and creating a ticket. More of a user experience there would be helpful. Review Source Whitney R. Order Processing Computer Software Used the software for: I used a free trial ### "Easy to use sleek software" March 4, 2020 5.0 Overall, if whether a small or large company, this is a great tool to use depending on your budget. Pros Great of those companies who provide customer support. Ticketing system is sleek and clean. Easy to transfer ticket owners. Cons Some aspects of the software can be confusing. Changes to the product can cause confusion. Also is a bit overpriced Review Source CO Cristhina O. Inside Account Manager Used the software for: 1-2 years ### "The software is a huge life saver, saving tons of time." April 9, 2018 5.0 Communication has improved, less user inquiries, the available information is easily accessible and the overall time gain to focus on other matters is a great improvement. Pros Easy to organize communication between IT & actual end users on what editons/versions they are authorized for. Cons It's an all around great product that meets the company needs tremendously. It has cut down the amount of inquiries from an IT Software Asset Manager. 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.