# Page 96 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 96 - 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 96 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 2376-2400 of 4081 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SD Sahasya D. Customer Success Specialist Used the software for: 6-12 months ### "Zendesk isn't a hard software to understand. Infact it helps in gathering the mails." July 5, 2018 4.0 Pros \*The Zendesk software is easy to use. \* You can manage all your mails. \* Easy to assign the mails to the co-workers. Cons \* Most of the time the software pulls in the correct data, but sometimes if I reply from my personal email rather than the Zendesk string, it doesn't pull in the data. This should be taken care of. Review Source DC Daniel C. Director of Operations Management Consulting Used the software for: 2+ years ### "Zendesk is a powerful ticketing system" June 7, 2017 5.0 Zendesk has effectively streamlined out ticketing process, and continues to be a powerful tool for my organization. Pros Automations and Macros are a huge bonus for taking out the manual steps of moving tickets and setting up canned responses. You can integrate forms to fill out required fields in your tickets. It has greatly reduced our processes for ticket management, and has made life easier for our day to day users. Cons The only con that I can think of is that it's a bit pricey on an user basis. Dropping the price per user would make it a complete win win in my opinion. Review Source Nicola F. Software Engineer Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "Good solution for customer support" July 12, 2022 4.0 I have been using Zendesk for live chat support ant ticketing system. Pros Zendesk allows tou to chat in real time with your customers in order to provide a high level support experience. Chat and ticketing systems work very well and are always fast and easy to use. The experience is very nice also for the final user, for example when chatting from the chat widget directly on the company's website. Cons I didn't directly manage the product setup, but I can see that some thing are not that easy to be configured dduring that phase. Review Source VE Vitor E. Software Engineer Used the software for: 1-2 years ### "Zendesk is great for customer support " February 22, 2018 5.0 Pros State of the art integrations with a lot of other softwares. One of the best support team. Has a lot of useful reports and customer satisfaction surverys. Option to create rules to automatically file emails into groups. Cons The navigation and search processes on the software could be better. A little bit expensive if you plan to use all the features. Review Source VR Verified Reviewer Senior Product Manager Marketing and Advertising Used the software for: 6-12 months ### "Solid ticket mangement system" April 25, 2019 5.0 Aside from the cost, this is an excellent suite of ticket management software. It really helps us to manage and triage product feedback, bugs, and requests. Pros \- Very simple interface that's easy to navigate - Offers a good amount of customization - Support is quick to response - New reporting features are great Cons \- Quite expensive - UI is a bit outdated Review Source LS Linda S. Interior Designer Design Used the software for: 1-2 years ### "Zendesk - A Round of Applause" July 9, 2022 5.0 Excellent feedback and cleared problems. Pros It's so user friendly and thoughtful operators. Cons There was nothing negative to report about usage. Review Source mA mohamed A. L3 Support Engineer and Service Management Telecommunications Used the software for: 6-12 months ### "Easy to use and easy UI" January 23, 2019 5.0 Pros Very good ticketing ayatem with very good user interface, everything is clear and easy to use, i like it is integrations and APIs where we can customize it as needed. Cons I am not sure about the cons for now, but it will be great if there is integration between it and slack so we can raise issues directly from slack Review Source CG Courtney G. Artist Arts and Crafts Used the software for: 6-12 months ### "Easy to navigate" June 2, 2024 5.0 Overall, it is decent to use and the ticketing system is not difficult to navigate. Tickets sometimes come in on time but others take forever (unsure of the reason) but if you can get past the delay of the tickets coming in I'd say it's a wonderful system to use! Pros \- ZenDesk Support on standby when needed - Organization of users of your project - Navigation of Zendesk and ticket system in place Cons \- Easy to be cluttered with tickets - Sometimes there is a long hold time for Zendesk when you need them at that moment - Sometimes tickets do not properly come in at that moment and can take anywhere from 5-25 minutes. Review Source VR Verified Reviewer Data scientist Computer Software Used the software for: 6-12 months ### "Zendesk" November 8, 2021 4.0 Pros I love that I can control who can see my documentation, so I can securely provide documentation to clients without worrying about the wrong eyes seeing it, and I can write internal documentation that my clients will be unable to access Cons We've had some issues with adding images to our documentation, they show up for a while but then spontaneously disappear and we have to add them back in. That has been the biggest pain point. Review Source PH Pauline H. content strategist Marketing and Advertising Used the software for: 6-12 months ### "Un support client solide et fiable" December 7, 2023 5.0 Pros Zendesk est un logiciel que l'on conseille régulièrement à nos clients. Il est apprécié pour la qualité de son service client et la stabilité de sa plateforme. Ca fonctionne bien. Cons Assez cher pour des petites structures et demande une prise en mains un peu poussée au début, Review Source CR Caroline R. Director Customer Success Opps Health, Wellness and Fitness Used the software for: 6-12 months ### "Great for building out your CS Support function" June 17, 2021 4.0 Overall it has helped us create structure in an otherwise unruly support space. Pros I love that we have been able to customize Zendesk for our needs, without too much extra cost. We have enough users in the basic profile and have been able to create both an internal and external help desk, which has streamlined our request processes and reduced time to resolution greatly. Cons I think that there are some places to streamline, however overall the experience has been very smooth. I'd recommend reviewing the product and its cost structure and identifying how you would use each feature before diving into a package to ensure you don't have items you won't be using in your suite. Review Source AD Andreza D. Farmacêutica Health, Wellness and Fitness Used the software for: I used a free trial ### "Abertura de chamados" September 23, 2022 5.0 Pros Gosto da facilidade em acompanhar os chamados abertos, consultar os que já foram feitos Cons O mais complicado é nos chamados vc entender com quem eles falam sendo que vao redirecionando pra outros atendentes. Poderiam melhorar isso Review Source VR Verified Reviewer Email Marketing Specialist Computer Software Used the software for: 6-12 months ### "Zendesk is a great way to manage support tickets with a large team" January 8, 2019 4.0 Pros Zendesk makes it easy to manage support tickets and pull simple reports from. It is documented very well too so it's easy to set it up and integrate it. Cons It's a little tricky to make customized reports, it's not the most user friendly system that way. It does have automatic simple reports that are good, though. Review Source VR Verified Reviewer Account Executive Computer Software Used the software for: Less than 6 months ### "Robust ticket system" July 24, 2018 5.0 Pros Once you get the hang of the software, it's very easy to use and you realize there are features you have access to that you didn't even know you needed. Cons It's hard to grasp at first, there are almost too many aspects to it that make it complicated to understand at first. Review Source Mayank P. Co-Founder & COO Computer Software Used the software for: Less than 6 months ### "Poor Support" September 4, 2018 2.0 They are not startup friendly, They don't care about customers as they got many. Either you will get automated reply or no reply. They wanted to be support software however they are following their vision. Pros UI and Features are good. You can trust them on product side. Cons Bad Support, Automatic Charges, No refund policy. Review Source BRVSaKC Betsy Richter, VP Support at Kavi Corporation Used the software for: ### "We've loved Zendesk since 2009! " February 15, 2013 5.0 Kavi sells our own SaaS application suite to standards organizations seeking to manage their standards process, increase engagement, and achieve consensus faster - so we were already pre-sold on a SaaS model for our own customer support team. We adopted Zendesk on a month-to-month basis to 'try it out' in May of 2009. Zendesk quickly became core to our support operations, and we've expanded our use of Zendesk to include account management, custom production requests, and collecting/managing feature requests from our customer base. We use Zendesk forums to share support tips, future product updates, system availability news, and are currently building our own 2.0 version of a Knowledge Base to share with our customers. Along the way, I have a suite of tools that lets me evaluate/measure how effectively we're supporting customers (backed by the free GoodData integration that comes with our Plus level account) - plus the entire team at Zendesk have turned into an extension of our own small team to help us solve problems or extend the product into other tools/services we use to manage software development. (JIRA, Salesforce, etc.) That's why we're now on an annual contract with Zendesk, and why we're happy to host the quarterly Zendesk User Group meetup here in our offices in Portland, Oregon. In short, we LOVE Zendesk. Review Source MB Marina B. Owner Consumer Goods Used the software for: 6-12 months ### "The best customer service software I found so far " July 1, 2022 4.0 Pros Ease of use is the main feature i like. In addition to that I like that it has integrated all means of customer service like live chat, emails and phone. Cons I am fully satisfied with this software Review Source DB Destiny B. Bartender Food & Beverages Used the software for: 6-12 months ### "In a state of Zendesk" June 4, 2024 4.0 Pros I like how quickly the customer support team is Cons I’m not a big fan going threw all the frequent questions before you get to a agent Review Source AA Ashish A. Software Engineer Computer Software Used the software for: 1-2 years ### "Bets Customer Help-desk Ticketing System" October 23, 2018 4.0 We are using Zendesk ticketing system to help provide support to our remote clients and it has been very stable so far. We have seen a great improvement in our sales using Zendesk. Pros Zendesk is a great tools when it comes to provide a customer support system. It has got a very easy and user friendly User interface. Zendesk also provides live chats, messaging and call center support system. So You can provide a 24\*7 support to your valuable customers. Cons I do not have any negative points about Zendesk. It has got a great customer support. Review Source Danielle O. Customer Success Manager Information Technology and Services Used the software for: 2+ years ### "null" February 10, 2017 5.0 Review Source Daniel T. Self Employed Real Estate Used the software for: 2+ years ### "null" May 6, 2017 5.0 Review Source Iqbal Ahmed F. Managing Director Computer Software Used the software for: 2+ years ### "null" May 8, 2017 5.0 Review Source Carles B. Founder Internet Used the software for: 2+ years ### "null" July 18, 2016 5.0 Review Source Amr S. Founder & Managing Director Human Resources Used the software for: 2+ years ### "null" September 14, 2016 5.0 Review Source Su Juan L. IT Manager Higher Education Used the software for: 2+ years ### "null" February 6, 2017 4.0 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.