# Page 95 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 95 - 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 95 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 2351-2375 of 4081 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MK Marcus K. Business Development Representative Staffing and Recruiting Used the software for: 6-12 months ### "Zendesk is a mini tool for managing IT related queries and easy to use" June 29, 2022 4.0 Pros It's good if you have Zendesk for your IT queries, your tickets are being easily raised with a given TAT. Cons Should include multiple cases and should a boost or comment sections. Review Source GI Gianfranco I. CSM Logistics and Supply Chain Used the software for: 6-12 months ### "Good Tool" September 5, 2019 5.0 It's a good tool to have your entire team to work off a ticket based support approach Pros Everyone on the team can look at the tickets created and get information. you can assign to specific users to organize workflow Cons Really hard to follow conversation in the email notifications. if you don't have access, and respond through email, you will miss SLA's Review Source mK mojca K. Head of support Banking Used the software for: Less than 6 months ### "An awesome experience" August 14, 2019 5.0 Overall I love it. It has all the function that we need and the support it quick and efficient. Pros It is easy to use and has many features to choose from. The variety of add-ons is big. I love how you can categorize all the tickets and have the ability to have chat in the same window as email tickets. Really like the support they offer and all the great insights of big companies that they provide for and the webinars to always learn something new or see what is new on the market. I love it how you can always arrange to get free trial if needed. Cons The price of some add-ons. As the whole product, it can get quite expensive. Mostly because some of the plans don't allow you to have some add-ons. Review Source Dallas M. Account Manager Computer Software Used the software for: 6-12 months ### "Great internal support tracking software!" December 10, 2019 5.0 Pros It organizes issues and tickets very well, and the communication between members of our team that are working on/looking at these tickets is great. Cons It could have been our own internal training, but it was not the easiest to understand at first, but now that is not as much of an issue. Review Source VR Verified Reviewer Business Development Manager Used the software for: Less than 6 months ### "The best service desk software, but a bit pricy" April 5, 2018 5.0 Pros It is very customisable. So you can set up Your task pipeline as you wish. The customer support is very good. Cons The mobile app could be better. Unfortunately it proved to be too expensive for my company. essential features such as time tracking require costly enterprise subscription plans Review Source Michael D. National Sales Manager Wireless Used the software for: 2+ years ### "Great help desk system" October 24, 2019 5.0 Highly recommended for any company looking for a help desk solution. Pros It's a very through and well made program, with a robust system that allows a company's customer service or tech teams to resolve issues in a more constructive way. Cons I have no issues or complaints with this service. I've used it with multiple organizations and it's perfect. Review Source VR Verified Reviewer Information Technology Support Specialist Computer Software Used the software for: 1-2 years ### "Convenient and easy to use chat tool for connecting with clients." August 17, 2020 5.0 It helps me be able to connect with clients easily therefore providing fast and reliable support to our clients and fellow workmates. Pros The back end management system is extremely user friendly and little time to learn how to deploy it. Cons The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased. Review Source Cassandra B. Outreach Coordinator Higher Education Used the software for: Less than 6 months ### "Very user friendly " February 3, 2019 4.0 Overall great product. Pros My company uses this to communicate with leads. It can be a little tricky to remember to turn off the "active" feature when the chat is live. Although it is user friendly and easy to use. Cons Can be tricky to remember to turn off the active sign when I am not at my desk. Review Source VR Verified Reviewer Technical Support Engineer Computer Software Used the software for: 1-2 years ### "Zendesk Review" March 11, 2019 5.0 Pros It is a great ticketing system that helps you be more organized so you can answer to all of the customers' concerns. Cons Sometimes the user interface can get a bit sluggish Review Source VR Verified Reviewer Consultor Tecnico - JavaDeveloper Used the software for: 6-12 months ### "very good" May 29, 2018 4.0 the ideal software to manage technical support requirements. Pros excellent tool to manage support requirements, very practical and easy to use, quite friendly with t Cons It is limited to certain functionalities, you could have more advanced options based on the needs of the user to be a more efficient tool. Review Source Vallery O. Recruiting & HR Coordinator Non-Profit Organization Management Used the software for: 6-12 months ### "It's Great!" April 4, 2019 5.0 Pros We used Zendesk for our IT support department as a ticket management system and it just made issue resolution so easy. It is also very easy to use even for non-administrators like me, and makes provision of support super seamless. Cons I honestly can't think of one disadvantage of Zendesk. Review Source VR Verified Reviewer Senior Meeting & Event Planner Computer Software Used the software for: 6-12 months ### "Easiest way to submit a ticket" July 2, 2018 5.0 getting assistance from IT quickly and efficiently Pros It made submitting IT support tickets quick and easy - no more hoping that IT saw that email I sent because I can keep track of the status Cons can't think of any - the product is easy to use as long as your company follows up with requests on the back end, issues will be resolved easily Review Source Chelsea W. Marketing / Account Manager Financial Services Used the software for: Less than 6 months ### "Exactly what we were looking for" May 17, 2019 4.0 Pros We started using this so we could have a searchable knowledge database for internal use for our employees. We have now decided to extend it so it is external facing and out outside employees can use it as well. Its really going to help cut down on training and the back and forth of emails on questions that are frequently asked. Maybe one day well even use the ticketing system. Cons The search ability is great for forward facing users however adding items at first was a little confusing and not as user friendly. It appears there are layers you need to go through to get to everything within the site. Other than that no complaints Review Source SS Sebastian S. National Account Manager Used the software for: 6-12 months ### "Zendesk has helped our company communicate" September 15, 2017 5.0 Pros Zendesk has proven to help our company communicate more efficiently by having tickets online that we can write to and from by just replying to an email. We use it for tasks and RMA's. Cons I don't like that the chain can get very long and sometimes when you have in depth tickets it can get a flustered and confusing to read. Review Source SN Sahar N. HR manager Human Resources Used the software for: Less than 6 months ### "Not always the good option" April 26, 2021 2.0 I used Zendesk to chat with clients everyday and it has been a quite expensive and rough experience. The alert sound is as bad as one could sound and the lack of some useful features proved a NO GO! for me. Pros I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate. Cons I always missed that if we can discard the delivered reply on a live chat, zendesk lacked this major feature. I also missed the multiple chat at once interface feature which is nowadays in every chat app. Review Source VR Verified Reviewer Data Entry Operator Information Technology and Services Used the software for: 6-12 months ### "Zendesk" December 16, 2018 5.0 Just go for it many leading firms use it Pros This cloud-based customer support system is liked by ones and for all. It is very simle to setup also the integrated platform helps user to have trust and believ that they are on the right place. Cons No No not at all this product has made me happy always Review Source VR Verified Reviewer Talent and Acquisition Specialist Hospital & Health Care Used the software for: Less than 6 months ### "We use this for website direct support." June 15, 2018 5.0 We get instant responses from people - so there is no back and forth emails. Pros Quick, easy to use, gives customized contact with our websites visitors with instant responses for quick turnaround. Cons I don't dislike anything about this software! From my experience it has been all positive and no negatives. Review Source VR Verified Reviewer IT Consultant Accounting Used the software for: 1-2 years ### "Zendesk is a decent customer support platform " August 17, 2018 4.0 Pros What I liked most of about Zendesk its friendly interface, collobatation features, and clean design. Cons Zendesk always seems a bit clunky for me and a little too basic. Review Source Aaron M. Director of Information Systems Mechanical or Industrial Engineering Used the software for: 6-12 months ### "Easy button for helpdesk software" October 2, 2015 5.0 Excellent platform for helpdesk. Internal and external customers will love it. Pros Intense KB. Public discussions. Great helpdesk tools to manage issues and see team metrics. Surveys. Email threading. Mobile app. Cons Could improve integration with internal Knowledge Base and problem resolution. (Eg metadata/key work matching to suggest answers) Review Source VR Verified Reviewer Marketing Manager Used the software for: Less than 6 months ### "I have used Zendesk on my conference website." May 11, 2018 4.0 Pros I value the ability to instantly communicate with my conference attendees and take their questions. I am able to handle concerns instantly that would otherwise delay registration. Cons I have had trouble with the settings for the chat widget. At times it appears and at time it doesn't. Review Source OR Omar R. Customer Service & QA Information Technology and Services Used the software for: 6-12 months ### "Customer Service Saviour" October 30, 2019 4.0 Helping our customers is very easy with this tool, the satisfaction rate keeps getting higher. Pros The number of solutions it has is great, from Support, chat, Guides, and so on. Can integrate Twitter, Facebook, Emails, into one dashboard. Cons Its servers often get down, so it needs more maintenances. Some tickets get tagged with the wrong tags. Review Source RO Rachael O. Digital Content Manager Publishing Used the software for: 2+ years ### "Great tool for providing help and support" April 25, 2019 5.0 Pros I love how I can easily submit a help ticket, attach file, monitor the progress, then provide feedback on the response. It's wonderful to be able to go back and access/revisit previous tickets for later reference. Cons If someone else opens a tickets and assigns it to me, I often don't receive an email notification, and it takes them sending out a second message on the ticket before I get notified. Review Source lD likhitha D. analyst Computer Software Used the software for: 1-2 years ### "Zendesk- the best CRM" November 1, 2018 4.0 Pros Open API is the best :) can be used in CSV format Got the best email system when it comes to feedback Cons Bit pricey support system (customer/business) can be improved Review Source TW Thomas W. Senior Content Marketer Computer Software Used the software for: 2+ years ### "Our customer support hub" December 31, 2019 5.0 Overall Zendesk did the job for us while I was on the customer support team, and we still use it today. It was a much better solution than the Gmail-centric solution we’d started out with (before my time). Pros \- I used ZD for 1.5 years while on the customer support team and really liked the options for leaving internal notes. Colour coding internal vs. external responses is a good idea. - Lots of good macro support for shortening longer complex responses like explaining how to use a logs uploader. - tabbed interface for handling multiple tickets Cons \- tags can quickly get out of hand if you don’t teach the team exactly what each one should do - difficult to preview what a customer-facing response will look like (when testing things like signatures) Review Source TT Tracey T. Owner Legal Services Used the software for: 2+ years ### "Nice CRM" September 6, 2019 4.0 With Zendesk I can answer my customer's issues quicker, because it is already set up. So if I can think of issues customers may have ahead of time, the answers are already there. Pros I like that it keeps you in touch with customers. And it helps you to solve their issues in less time. Cons If they could get the cost down for smaller, small businesses I could appreciate it more. Although they offer quite a bit for whatever channel you choose. 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.