# Page 97 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 97 - Is Zendesk Suite the right Customer Engagement solution for you? Explore 4080 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 (4080) 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 97 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 2401-2425 of 4080 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Greg S. VP of Engineering & IT Higher Education Used the software for: 2+ years ### "null" June 29, 2016 4.0 Review Source Ronan D. Director of Marketing - Pivotal Tracker Computer Software Used the software for: 2+ years ### "null" April 27, 2017 4.0 Review Source Erik O. Prosjektassistent Used the software for: 2+ years ### "null" February 10, 2017 4.0 Review Source Jared H. Founder and CEO Computer Software Used the software for: 2+ years ### "null" April 26, 2017 4.0 Review Source Arnaud B. Marketing and Advertising Used the software for: 2+ years ### "null" October 28, 2016 4.0 Review Source JB Julien B. Chargé de communication numérique Government Administration Used the software for: Less than 6 months ### "Un outil multifonctions très intéressant" April 22, 2024 5.0 Pros Pour commencer ZenDesk propose un tarif qui reste raisonnable (bien que les options peuvent devenir cher, voir les inconvénients). La prise en main est incroyablement efficace car l'ergonomie est bien pensée. Cons Dès qu'on veut plus de personnalisation, il faut passer à la caisse et là ça monte vite en prix... Review Source VR Verified Reviewer Front Desk Agent Hospitality Used the software for: 2+ years ### "Rock Customer Service" October 21, 2021 5.0 Overall, I think Zendesk is a simple and easy-to-use tool to quickly and efficiently get a hold of a customer service representative. Pros Zendesk is a great way to be able to connect with customer service representatives and get fast responses. It offers simple to use Livechat that can ensure you have a quick and easy customer service experience. You get alerted when the agent is typing back so you know that your query is getting responded to. Cons I wish that the software had the ability to create a popup on smartphones, too many times I have had my web browser refresh and I have completely lost my live chat. Review Source Steve G. Director of Marketing Computer Software Used the software for: Less than 6 months ### "Good support and sales tool" March 6, 2019 4.0 We have changed from Intercom and Jira to Zendesk and we have the same functionality with only one tool now. Pros Integration with our CRM and ticketing system. It allows us to help both customers as well as potential users via the chat features Cons Steep learning curve to fully exploit all its features Review Source Aubrey U. Client Success Executive Used the software for: Less than 6 months ### "Evaluated Zendesk for a Help Desk solution and Live Chat" May 15, 2018 4.0 Customer service Pros Zendesk is quite simple actually. It is simple and easy to use. Robust ticketing, live chat customer service, multi language Cons I would like to get the prospect's email address somehow, Now the company information is captured but not the email of the prospect Review Source AM Anthony M. Sales Computer Software Used the software for: 1-2 years ### "Zopim Chat" November 8, 2017 5.0 Pros This is a very powerful tool for web based business. Our customers use this regularly to reach out to a sales rep, or get questions answered. Cons Very few cons with this product, it works as it should. It does require you have a few sales reps to manage the inbound chats, some days are busier than others. Im sure there is a way to create a queue. Review Source RS Rene S. IT Manager Apparel & Fashion Used the software for: Less than 6 months ### "Great ticket management tool" May 13, 2020 5.0 We integrated zendesk with our choppy website, it automatically adds a small widget to your website where customers can click and fill out a support ticket. This will automatically link to the zendesk platform and if you also provided access to your order information, it will automatically detect any open orders based on the submitted information. Pros It is very easy to keep track of all your open/closed support/customer service tickets. It can be integrated with other platforms like e-commerce sales channels to gather all the customer order data and make it easier to gather require information to assist customers/users. Cons This software is meant to be a ticket control software. It does an amazing job at what it does. No complains. Review Source Joely R. Operations Manager Outsourcing/Offshoring Used the software for: 1-2 years ### "Very efficient user-friendly software" June 13, 2018 5.0 Pros There are several things I liked about this software, however it's ease of use is what I liked the most. You could use it even if you are not that tech-saavy since it's almost self-explanatory. It allows you to customize several features of your preference to make it even easier for everyone that uses it. I loved it! Cons Sometimes the system would freeze up, or you would have to click a button twice and wait a bit for it to work. However it was not frequent. Review Source JD Jen D. Director of Operations Retail Used the software for: 2+ years ### "Great Platform" February 18, 2020 5.0 great customer service, great tools within, awesome overall software. Pros The ability to customize so many things to track the customer service experience - also being able to listen into phone calls to coach in the moment. Cons sometimes we have little hiccups with emails not going through, or not closing correctly, but overall since we opened our doors to the business we have been nothing but pleased. Review Source GZC Gael Zabdiel C. Recepción Food & Beverages Used the software for: I used a free trial ### "Administrador excelente de llamadas" August 30, 2023 4.0 No lo use lo suficiente pero me sirvio para aprender un poco en el campo laboral de administración y atención a cliente en línea Pros Es facil de usar y administrar, el servicio es completo y no tiene tantas trabas para usuarios con poca experiencia en los servicios de atención Cons El precio es un poco elevado para la suscripción de la misma Review Source AR Alec R. Product Analyst Computer Software Used the software for: 1-2 years ### "The best Customer Support Software Out There " November 14, 2018 4.0 Don't waste your time and purchase it if you are considering. Pros The "Saleforce" of customer support software it is top of class for a reason. Cheaper options out there but none that can offer the robustness of its product suite. Cons Reporting from Zendesk is not as good as it could be. Also launching a CRM so this product will not be the focus of the company. Review Source PI Patrizia I. Lawyer Packaging and Containers Used the software for: 1-2 years ### "A good customer service tool" November 15, 2018 4.0 Pros Zendesk has been a great ally for supporting my clients. The real-time allows managing multiple requests in a short time. Assisting customers has never been so easy. Zendesk offers multiple features such as shortcuts, triggers, referral link, chat history, export option, and user path. You can also check specific user information like IP address, browser, device, and so on. Rating option available. Cons If you use specific analytics tools (such as Google ones) you might not need the features included inside the Professional plan. Review Source Darrell "Jeremy" F. Cofounder and CTO Used the software for: 6-12 months ### "Zendesk makes submitting a ticket so easy!" January 16, 2018 4.0 Zendesk makes submitting tickets easy for users, the easier the process is the better the customer service experience. Pros Zendesk makes the ticket submission process so easy. Sometimes helpdesk tools can be a little confusing but Zendesk guides the user through exactly what information is needed for the type of submission. This does require that the tool has been configured with this information but once it's setup it makes the user experience so much smoother. Cons From the setup side, the configuration process is slightly time consuming. This isn't a big con though, I think the time is well worth what you get for setting up conditions. Review Source ND Nevena D. Online Tax Specialist Financial Services Used the software for: 1-2 years ### "Zendesk" October 24, 2018 5.0 Pros Great product, we use it to answer customer's queries. It is ticket based solution, you do not have to be online to receive the query. When there are many tickets on the list you can sort them by different criteria, you can prioritize any of them. Perfect way to solve issues with customers! Cons Haven't had issues with the same and it works good Review Source José S. Customer Success Manager Human Resources Used the software for: 6-12 months ### "great tool to provide support to the clients who may have difficulties using our software " July 4, 2018 5.0 Pros I love the fact that I can provide easy support to our users through our FAQ page, track all the tickets, and collaborate with my team to help our users Cons For some features, I really needs the help of IT people or coders so I can develop some thing I want in the app Review Source GJ Gugulethu J. Self Employed Entertainment Used the software for: Less than 6 months ### "The Zendesk customer support feature is my most used feature." April 26, 2022 5.0 Pros Zendesk has a very simple Livechat feature that helps expedite the customer help process. You often receive quick replies from the Zendesk call center. It is very user-friendly, but there is still room for improvement especially when it comes to the live chat. But I highly recommend the Live Chat if you are looking for one. Cons Please have an option for notifying your users when in need of assistance from customer service, cause it becomes really hard to find assistance at the time you need it. Review Source VR Verified Reviewer Account Executive Computer Software Used the software for: 6-12 months ### "Great Live Chat Tool" February 1, 2019 4.0 I have had a great experience with Zendesk. Pros I love how easy it is for me to chat with either a client or prospect. Their mobile app has made my life much easier. Cons I love Zendesk, but I wish they would add more features to the mobile app. Once they do that, I will never leave. Review Source VR Verified Reviewer Marketing Business Analyst (SEM) Financial Services Used the software for: Less than 6 months ### "Easy Enough" January 27, 2016 5.0 I first worked with ZenDesk during a short freelance assignment. My job was just to triage incoming customer messages for the customer support team to respond to later. The company I did this for was not local, but the app was easy enough to use without any advanced knowledge or training on it. I later did some more research into the functionality of the app for another company I freelanced for and it looked like a very useful tool for them to use in order to support their customer base (no decision was made by the company to sign up for the service during the length of my freelance assignment with them). Pros Easy to learn and use, even with no prior knowledge or training Cons I didn't have the chance to really explore the full functionality of the app during my brief interactions with it Review Source VR Verified Reviewer Marketing Communications & Content Manager Internet Used the software for: 6-12 months ### "Changed our CS game!" March 30, 2018 4.0 Pros Our CS leader brought on ZenDesk for customer support and success and it's changed our world in terms of communication with users and data. Cons Some parts of it aren't as intuitive - like adding 'articles' to the events page we created. A few steps seem unnecessary. Review Source VR Verified Reviewer Advisory Board Member Internet Used the software for: 6-12 months ### "Solid customer support tool" July 26, 2019 3.0 Nice experience. Great customer support and the tool did what it was suppose to do. Pros Really good customer support. We had a lot of questions in the beginning of using this product, and the customer support was both timely and good. Cons A bit too oldschool UX. Especially when comparing it to other similar tools like Intercom. Review Source SG Sanesh G. Business analyst Telecommunications Used the software for: 6-12 months ### "Zendesk dialer " January 22, 2020 5.0 Daily reporting for the clients and business execs. Pros Ease of use when reports are required. Ability to extract data onto multiple formats and breakdown performances. Cons Initially it was difficult to navigate as alot of presets were required from a reporting aspect in order to provide correct and accurate analysis. 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.