# Page 93 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 93 - Is Zendesk Suite the right Help Desk solution for you? Explore 4071 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 (4071) 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 93 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 2301-2325 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 RP Ria P. Social Media Coordinator Retail Used the software for: 1-2 years ### "Zendesk Review" May 10, 2021 4.0 Pros What I like most about Zendesk is how simple it is and easy to train/ use. Cons What I like least about the platform is the older look of the platform and the lack of customization available to the inbox. Review Source AW Aireona W. Quality Analyst Consumer Services Used the software for: 1-2 years ### "Great tool" September 27, 2019 5.0 Besides the phone, it is a very useful tool for our company that we use everyday. Pros We use this software for mostly everything and it is simple to use for every department. Cons The zendesk talk would mess up a lot on our end. Review Source AK Andrew K. Senior Program Manager Information Technology and Services Used the software for: 1-2 years ### "Great solution for internal help desks" September 10, 2021 5.0 Pros Zendesk is really easy to use and is completely intuitive for new users. The software makes it so easy to track and manage internal help desk tickets (for example, for IT support) and it has a great integration with Slack too. Cons I've never had any negative experiences with Zendesk, but I do wish the email receipts (when you file a ticket) were formatted a little better and easier to find the important pieces of content within. Review Source Elmo L. Business Management Executive Management Consulting Used the software for: Less than 6 months ### "Very handy tool to use on your website" May 1, 2018 4.0 Very easy way to connect to your website visitors. Pros Easy to use interface on your website to chat to web visitors. We signed up two new customers within a week by offering the option on our website to chat in real time. Cons The setup was not as easy as I would expect, you would need some technical knowledge to setup the program. Review Source VR Verified Reviewer Digital Optimization Developer Automotive Used the software for: 6-12 months ### "Very pleased with the simplicity and value of Zendesk" December 26, 2018 5.0 Pros Easy to use for both customers and internal end users. A lot of helpdesk solutions over-complicate it for the end user and Zendesk does a great job of keeping it simple. Cons Not as many integrations with other CRM tools as you might want in a larger business, but it's perfect for simpler use cases where you need a solid ticketing system that just works. Review Source EK Ekaterina K. Client Specialist Financial Services Used the software for: 6-12 months ### "Light and useful " May 8, 2019 5.0 Pros I like how flexible Zendesk it . I can't find differences in performance between desktop and mobile ,which is a significant plus if you're on the go a lot . It integrates with a almost all of the supporting programs we use ,making it an easy choice . Cons Unless you have the utmost premium package ,customer support can be a bit slow to address queries . Review Source SD Silvia D. Grants Manager Philanthropy Used the software for: 2+ years ### "Interaction via emails" May 31, 2022 5.0 Pros As you create a ticket for Support, Zendesk will show you knowledge base articles that may resolve your issue without opening the ticket. When creating the ticket, Zendesk sends an email confirming receipt and sends emails for all support responses. These emails can be replied without having to open the Zendesk site and all answers are automatically added to the ticket, making easy to track the history of interactions in the site. Cons As I had a lot of tickets I wish I had more search options. However, I think this screen was configured by the tool's administrator and therefore it would not be a software problem. Review Source MW Michael W. Director of Applied Technology Education Management Used the software for: 2+ years ### "Zendesk for End Users" July 16, 2021 5.0 My overall experience with Zendesk as a user has been a great experience. Pros I like Zendesk's functionality to allow any user to search for relevant information specific to their needs. Cons I least like Zendesk's inability to provide date stamps on the information presented on their KB. When searching for the update to date information, it is difficult to determine if it is the most recent/current information. Review Source DM Dut M. CEO Information Technology and Services Used the software for: 2+ years ### "good" June 5, 2021 5.0 our experince was so so good with it so i can say is very helpful to our company Pros what I like is that is easy to use and in intergration is so easy as well and alot of option that we can use durng the implimantation Cons the custmers and the support time they will find this software is good and has more options to help both side Review Source SH Sarah H. Teacher Education Management Used the software for: 1-2 years ### "Good platform for Help Desk" August 16, 2022 4.0 Zendesk has been a great way to manage customer support. It integration with other platforms makes it versatile and competitive in today's market. Pros Good features organize all the tickets and keep everything running smoothly. Visually appealing layout. Cons Learning new products always takes time and unfortunately trial and error. Customer support and resources help to ease this though. Review Source SS Scott S. Owner Operator Management Consulting Used the software for: ### "Good needs improvement " January 3, 2019 5.0 My advice to people generally is if you’re implementing a new system like this, especially in a grid of technology, please please please hire someone who is versed. Pay the money for the set up. Pay the money for someone who can educate someone else in your company Pros I mean I could almost in certain ways compare it to QuickBooks, and that it is at enterprise software and will definitely take some work. Great for management, automated support to customers, flexibility of purchasing packages and tools. Some of the tools such as the ability to select a lot of tickets and close them at the same time ( for example if you had a Web problem) is great. A previous review that I had to read described it as a robust. I agree. Cons I have to be honest with you to say that I don’t use the system, I was part of the decision to implement the system, and ultimately advisory. That said, the biggest complaint that I have seen has been navigating through help forum/help desk, And integrating many of the smaller attributes that might benefit you… But I meant to say is you may not see all of your options; they are there, you just may not see them. Review Source KP Keri P. Customer Service Agent Retail Used the software for: 2+ years ### " Intuitive CRM Tool" October 25, 2022 5.0 Pros \- easy and reliable- great ticketing capabilities - effective management Cons \- high price - features offered not easy for everyone Review Source VR Verified Reviewer Business Development Information Technology and Services Used the software for: Less than 6 months ### "Great for Support" September 28, 2019 5.0 Zendesk made my job easier and my customers happier. Pros This tool has been a great help in my job, it allows me to provide customer support much easier and with everything in rails just in time and perfectly. Cons It's not very intuitive for me, then I completely understand, but I must say that the first days were difficult to me. Review Source RT Richard T. Inbound Marketing Manager Music Used the software for: 2+ years ### "Support Manager" February 5, 2019 5.0 We enjoy using the tool for all of our support needs Pros Ease of use. Our Support Team uses this directly to handle client support tickets and communication. Cons Not being able to customize whether a ticket is created or not based on an incoming email. Review Source JS Jasmine S. E-commerce Associate - Customer Service Design Used the software for: 1-2 years ### "Ease of customer interaction " August 31, 2019 5.0 Pros A great organized way of reaching your customer, and finding ways to efficiently communicate with customers using macros etc. Cons I miss the old analytic tools, please bring back the old dashboard. Review Source jG john G. business development Financial Services Used the software for: 6-12 months ### "Customer support on steroids " July 19, 2022 5.0 highly impressed by the CRM and all Zendesk's features Pros Ability to provide cross channel support for our growing business is key. CRM keeps our people busy selling. Increased productivity from our team that is measurable. Cons so far the features so robust that I can define any challenges Review Source Andy M. Recruiter - People Operations Computer Software Used the software for: 1-2 years ### "So Simple" March 15, 2019 5.0 Pros Zendesk has been an excellent, no-frills way to manage our Technical Services/Helpdesk requests. Cons I have no complaints with Zendesk or its functionality. Review Source EG Erin G. Operations Sporting Goods Used the software for: 1-2 years ### "Works as Expected with minor bugs" February 4, 2019 4.0 Pros I like how Zendesk Chat is integrated into Zendesk software so chats create a ticket, and a rep can easily follow up with a customer post chat via email. Set up is simple and easy, and overall cost is low with an existing Zendesk subscriptions. Cons My only complaint is that agents have received chats when offline occasionally. Review Source FT Fabricio T. Marketing Manager Real Estate Used the software for: 6-12 months ### "Very great program for small business!" May 10, 2019 5.0 Pros I loved the ease of use for chatting with prospects and collecting information. Very easy to use and train new users on! Would recommend to all small business owners! Cons I wished there was a way that more than one user could use the software at a time. There were times I hoped that the system could be more flexible to make our jobs a little easier. Review Source Sharlene G. Travel Agent Airlines/Aviation Used the software for: 6-12 months ### "Fantastic CRM" August 23, 2019 4.0 I like this tool and would recommend to others. Great company! Pros One of the best CRM tools I've used. It's easy, simple and my team loves using it. We log and track all of our helpdesk tickets in Zendesk. Cons The price for this tool is fairly high, and it's hard and somewhat complicated to set up all the features on your own. Review Source LW Lilian W. Aia agent Insurance Used the software for: I used a free trial ### "Why Zendesk is the best leads communicate with clients is so popular to us ?" July 22, 2023 5.0 Overall is good so i am using its regularly . Pros Features is fine and easy to use and closed cases on our bussiness rates is high Cons Less creative features like design icons nreds to improve. Review Source Sarah H. Client Education Associate Used the software for: 6-12 months ### "We use Zendesk for our customer support and in-app chat messaging" December 20, 2017 4.0 Pros I like that you can combine support tickets from email with messages that come via chat. The Help Center is also a great feature and it's nice to have it all under the same umbrella. Cons The reporting could be better and easier to use. There could also be more templates and customizations for the Help Center. Review Source KT Kristen T. Operations Computer Software Used the software for: 1-2 years ### "Zendesk is an easy-to-use customer service tool that's resulted in faster responses and no "lost" ti" October 3, 2017 5.0 Easier issue tracking and no lost "tickets". We used to have a hard time keeping track of issues in our support email and which user was taking care of it. Pros I love that these items don't get lost in our "Support" email inbox. Everything is tracked and the owner is clearly defined. We can also add tags and discover which are our most common issues and from there we develop new items to make our clients lives easier. Review Source VR Verified Reviewer Owner Used the software for: 6-12 months ### "Handy, supportive, good user interface" May 7, 2018 4.0 Pros I like that all your queries and customer support questions are compiled and kept in one organized convenient interface which is also easy to use Cons What i dont like is sometimes how delayed the customer service can actually be in terms of getting a reply back to you, other than that i recommend this product Review Source Talk to a Capterra advisor for free and get results within 15 minutes.