# Page 17 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 17 - 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 17 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 401-425 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Vishwjeet N. Owner Civil Engineering Used the software for: 6-12 months ### "Amazing CRM for all Sales & Support Management " December 25, 2022 4.0 It was a good experience while set up & usage. The team did their job within 2 days to setup as per our requirement Pros It helps in sales as well as support management, With the help of customization we can design the crm as per our convenience Cons I didn't notice any cons in this software during my use Review Source Amanda A. Customer Success Analyst Computer Software Used the software for: 1-2 years ### "How can Zendesk can change your Customer Services Team lifes" December 4, 2021 5.0 By making efficient customer services we optimize the time of using Zendesk instead of a thousand e-mails that could be easily forgotten in an inbox. The ticket system works so well and we can validate the satisfaction of a client by the time and feedbak Pros Definitely, the Whatsapp integration makes the customer services team faster in problems resolutions that in other software maybe will take a lot more time. That's my favorite function. Cons We live in Brazil so we pay in Reais, which makes the cost higher. Review Source AE Alexandra E. Chief Financial Officer Automotive Used the software for: 2+ years ### "Zendesk The wonderful customer support tool." March 24, 2021 5.0 Zendesk is designed as a solution of customer-directed support tickets which facilitates users to send tickets for the service request. Zendesk is proactive, it can integrate a large number of communication channels. It facilitates the communication of the company with its clients by integrating all communication channels. It has been reduced by customer service work thanks to Zendesk. Pros Zendesk is wonderful offers real-time assistance to its customers. It allows to observe several entry at the same time thanks to its interface. It has an integrated telephone support to communicate with our customers. It allows conversations with visitors on your website. The integration of Zendesk with multiple communication platforms make it a complete and effective tool. Cons Zendesk has demonstrated his competitiveness in the market but our organization observed that his analysis tool can be a bit complicated to use. The code that delivers the support does not have the possibility to change it. In this regard the price seems unaccounted to us. Review Source Rajesh Kumar S. BI Developer Insurance Used the software for: 2+ years ### "Good Tool for Support Tickets, Live Chat and Messaging" December 22, 2023 4.0 A good tool to communicate with the customers and also internal communication in Contact Center Pros I like the way Zendesk is handling the Support tickets, Live chats, and messages & providing a lot of options to analyze the data on their end or extract the data via API & analyze on our end Cons Lack of Option for extracting some of the data via API which is available in their website Dashboard Alternatives considered [Native Teams](https://www.capterra.com/p/232049/Native-Teams/) Reason for choosing Zendesk Suite Zendesk is the cheapest and best option compared to others Review Source David P. Help Desk Food & Beverages Used the software for: Less than 6 months ### "Making the easy complicated" May 16, 2022 5.0 I was introduced to Zendesk an one of my jobs and it was stesful having to rename basic things and fuctions the zendesk way. It was powerful and colorful though. Pros It was colorful, powerful and visualy attractive Cons At first it made me feel that I was about to learn something completly new and ended up being the same thing we do with other more affordable platforms but with more complicated ways this time. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Because the campaign required it. Review Source Peter C. CTO Computer Software Used the software for: 2+ years ### "Champions of customer service" November 6, 2022 5.0 Beautiful solution. Great user interface and easy to use. Pros Ticketing management system, Customer relation management and messaging/live chats Cons User security.More work on user security should be look into. Reason for choosing Zendesk Suite Beautiful user interface and easy to use. Review Source FM Fidel M. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Fastest and more scalable CRM of 2022" August 26, 2022 5.0 Since the product acquisition, the support team helped us in every step of the integration. Our last update was to set up a middleware app to route Whatsapp, Facebook and Twitter request and turn them into tickets. Pros Its wide repertory of assets, integrations, apps and metric dashboards. Zendesk is complete CRM tool that handles since the first customer contact to the representative's insights. We could customize triggers and automations to redirect tickets to another views, send automatic responses for certain keywords between many other useful characteristics. Cons There are no cons even if you are a new developer and want to try their tools for developing Zendesk's apps there is plenty of community and documentation. Review Source PB Pat B. Senior Revenue Operations Strategist Marketing and Advertising Used the software for: 2+ years ### "Market Leader in Ticketing Software (Probably)" January 6, 2020 5.0 Overall, Zendesk allowed us to create a new ticketing platform and process for the business. Its integration with Slack drove great user adoption and encouraged submissions. This platform allowed us to report on the most common IT and biz ops issues at our org while allowing "agents" to service and help the team effectively. It's pretty ideal that you can manage your workload, triage requests, and reply to folks all in a few clicks. It's really all-in-one if you integrate with your CRM too. Pros Top features for me in this tool were the GoodData reporting flexibility, ticket automation, and clean user experience. We didn't leverage the knowledge base, although being able to click to directly create an article after a ticket submission seemed like a slick feature. The ability to add lots of custom fields of varying types, create automation based on those fields, and rout tickets to end users was key. There's great flexibility in what you can achieve between the user permissions, user groups, and the form/landing page as part of the tool. Cons Some of the out of the box reporting seemed a little bit wonky in comparison with what I would pull in the GoodData insights area. Honestly, very few cons about Zendesk, although the price is a bit steep for a ticketing platform. This being said, though, it's very powerful and you get what you pay for with software. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Zendesk Suite The clean user interface and many features. It was less clunky/old school than some of the other options. Integration options for Zendesk were superior. Review Source MR Michele R. Manager Retail Used the software for: 2+ years ### "It's what everybody's doing" March 12, 2019 5.0 Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience. Pros Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..). Cons What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle. Review Source Omar E. Services and consulting in the field of information technology Computer Software Used the software for: 1-2 years ### "Our technical support is managed using Zendesk Suite." June 5, 2023 4.0 Pros User-friendly: Even novices may easily use Zendesk thanks to its user-friendly UI.Integrations: Zendesk easily connects to a variety of other programmes, making it possible for companies to use existing solutions.Customizable: Businesses can adapt the Zendesk platform to their unique requirements using a variety of customization options.Support for many channels: Zendesk offers support for email, phone, and live chat, making it a complete customer service solution.Reporting and analytics: Zendesk has sophisticated reporting and analytics features that make it simple to manage and examine customer support data. Cons The hardest part was sending a note into Zendesk while making sure that the support staff didn't forget to change the sender from the forwarded company address to the customer's address. After some research, our technical support team discovered the developer portal for Zendesk to be quite helpful and integrated a macro that instantly changes the data. Since then, the difficulty has vanished. We adore Zendesk because it is so easily configurable. Review Source Koen S. Technical Support & Project Manager Computer Hardware Used the software for: 1-2 years ### "Feature-rich, but expensive for starters" January 8, 2023 4.0 We used Zendesk to receive (technical) support questions by clients and to follow up on these with multiple colleagues. Pros Easy to follow up with clients: they simply send an email to a support email address (up to you to choose) and they would receive an automated response by email and are able to follow up on the email, all in one overview in the Zendesk dashboard. Cons A full(er) suite is too expensive for what it offers - at least in our case. The downside is for some features that they are integrated/intertwined and would require you to upgrade to the whole suite for example. Another "issue" is that tickets overall feel less personal. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zendesk Suite Price and features. We made a sheet overview with pro's and con's. Review Source Phil C. Director of Sales Computer Software Used the software for: 2+ years ### "Hands down the best support ticket system available" February 3, 2018 5.0 Zendesk replaced our legacy ticket system, which was clunky and not cloud-based. With Zendesk being in the cloud, we can access customer information, ticket details, etc. from wherever we are. Perhaps most importantly, it permitted customers to give direct feedback as soon as a ticket is marked closed. This has been an invaluable tool for us in evaluating whether we're providing top-notch support. Pros Zendesk is extremely easy to setup and get started, and once it's up and running, it starts building itself out as a knowledge base. It's extremely easy to search the database, either by ticket #, customer name, application/category, etc. It also produces outstanding reports -- for example, the frequency with which the support staff opens/solves/closes tickets, which customers submit the most/least tickets, etc. In addition, it integrates beautifully with our CRM system (Nutshell) to provide seamless access for sales staff. With this, the sales team can see which customers have open tickets, etc. It's really great! The built-in feedback mechanism is also great, providing customers a chance to review the service received. Cons It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself. Review Source Samantha N. IT Project Manager Used the software for: 2+ years ### "excellent tool, very useful. " May 9, 2018 4.0 Thanks to Zendesk, now everything is optimized and well organized, we can offer more productive and professional services to our customers. Pros The tool is easy to learn and does not require special technological skills. It provides a platform to build efficiency and responsibility quickly within a department. This has been an extremely effective tool for managing the high volume of emails that arrive, specifically for AP. Functions such as "Views" and "Reports" are excellent tools to control current tickets. The built-in spell checker is, in fact, a lifesave, You can easily track the previous ticket history in case you need to refer to a previous problem, you can combine tickets so you can know what to look for and to focus more on creating an answer, We have the macros configured to mark the tickets as spam, deliver them to another team, etc. I have more time to think about my answers and manage our inflow. Cons They could benefit greatly from additional email options and customizations, as well as solving some "bug" problems, since some of the features may be somewhat vague. Also, they need to improve notification to personal email because we do not have all of them and, sometimes, I can not see the customer's response on time. Review Source DF Darryn F. Sales Quality Assurance Marketing and Advertising Used the software for: 2+ years ### "Zendesk, your one stop CRM" January 26, 2023 3.0 It has been the the most extraordinaryy. Pros I love the Sales Pipeline and call centre or telephony side together with being able to log tickets and monitor status of queries. All so easy to use. Zendesk save money and time. I'd strongly recommend it.. Cons Learning all feature to get most value of this software Review Source VR Verified Reviewer Office Manager Leisure, Travel & Tourism Used the software for: 1-2 years ### "Zendesk was not a great time" December 10, 2020 4.0 It was really good until it was bad. If they had been able to not filter our customer's emails we might still be with them. But LiveAgent is a much better service so I'm almost grateful it was so bad otherwise we wouldn't know how good an email service could actually be. Pros The ticket assigning and ability to look at the tickets of other users if you were an admin was nice. Cons They have a spam filter that cannot be turned off which meant we went months not receiving correspondence from some of our customers without knowing. They were not helping in getting the issue resolved so we ultimately switched services to LiveAgent who did not use the same filter. Review Source Akshay P. Senior Software Engineer Information Technology and Services Used the software for: 2+ years ### "Use this for all ticketing concerns" March 7, 2023 4.0 We are using this currently and it seems to be of great use to the team as well as the whole organization Pros Best feature is the integration with other tools like Jira. Also real time notifications on emails make it handy to get great response time and the tracking of the ticket becomes very easy Cons More status can be added to the Ticket to make it more interactive with custom options. UI sometimes feel a bit laggy when integrated with Jira. That can be improved Review Source JJ John J. CEO Information Technology and Services Used the software for: 2+ years ### "Zendesk- the Game Changer for customer care and customer support" April 6, 2024 5.0 I really don't know I did things before Zendesk. It has honestly made a big difference in customer care. Pros The chat features and ticket creation/tracking have been just a great business changer. Being able to live-support customers online is great- they love it and it works great for us. Cons There is a bit of a steep learning curve, but it's doable. Review Source PS Paige S. Creative Director Marketing and Advertising Used the software for: 1-2 years ### "Great for customer care " August 20, 2024 5.0 I really like how simple Zendesk is to use and that it quickly connects you to customers no matter where they are in the world - as long as they’re on your website! I’ve found it enables customers to get answers to their questions more quickly which results in greater conversations. Pros I love how easy it is to chat with customers live as they’re on the website. This has led to greater number of conversions. Cons If you’re not live on the other end, ready to take the messages, it leads to a delay in getting back to customers. Review Source CM Claudia M. Accounting Associate Information Technology and Services Used the software for: 2+ years ### "Zendesk is user friendly making it easy for you to provide great customer service." June 29, 2023 4.0 Pros I am able to manage the tickets that are assigned to me feel that it helps me perform my job to the best of my ability while giving great customer service. Cons I love Zendesk and can't think if any cons. Review Source VR Verified Reviewer Project Manger Consumer Services Used the software for: 2+ years ### "Zendesk helps our entire Customer Service team" June 2, 2022 5.0 Overall Zendesk has has helped our company tremendously. We have reduced out customer service handle time by giving the agents access to quick answers which allows them to help customers seamlessly. Pros Zendesk allows our customer service agents to find the answers they need on their own. I manage the articles and receive positive feedback this software helps the team do their job faster and more efficiently. They are able to search for answers in slack and it will link different article choices in Zendesk. It is easy to integrate Zendesk to other services like slack. Cons Zendesk has been a great product. I wish you could customize the themes/colors more to match our branding. This would make it more appealing and feel more integrated with our current systems. I wish it had better customizable reporting to allow us to see which articles are used the most and allow agents to tag issues to be corrected, rather than submitting tickets internally. Review Source VR Verified Reviewer custommer support agent Consumer Services Used the software for: 6-12 months ### "TOO MUCH DETAILS on Zendesk" April 16, 2023 4.0 I can say overtime you can get used to it, so it can be nice. But I personally dislike the platform. Pros I beleive it is very nice to have as a tool if you are an administrator, since they obviously have more clear functions added to these tasks. Cons There is to many features, buttons, options, shortcuts.. its just to many at this point. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Company Switch Review Source VR Verified Reviewer Account Executive Marketing and Advertising Used the software for: 6-12 months ### "Helping our Clients Succeed!" November 30, 2023 5.0 Overall experience was very positive. Running a tech company requires a lot of customer support and care and Zendesk helped us achieve this. We loved the real-time chats and notifications. It helped us service our customer base with ease! Pros When we would have clients come in requesting support, Zendesk really set us up for success. The platform allowed us to respond quickly, with clear messaging, and understand how urgent requests were! Cons I really enjoyed the whole product experience! From time to time, the product would lag when it came to real-time requests, but they may have had to do with connections. Review Source Mauricio B. Software Support Banking Used the software for: 2+ years ### "Zandesk Fácil " September 21, 2022 4.0 Já uso a muitos anos é robusto e Pros A integração com o Jira, a possibilidade de abrir chamado parcial utizanso a conversa paralela. Cons Nada a declarar, o software é estável e se adequa as necessidades de qualquer empresa. Review Source VR Verified Reviewer Technical Support Consultant Computer & Network Security Used the software for: 1-2 years ### "Limited CRM" August 27, 2022 4.0 Pros It's easy to navigate and usually stores a medium amount of complex customer data. Cons Report and Data Export works very differently for Microsoft Users and Apple users. Unfortunately there is a pretty significant loss in the features for Apple users. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Zendesk Suite Size of the organization at the time. Review Source AG Amber G. Director Performing Arts Used the software for: 6-12 months ### "great customer support " May 16, 2024 5.0 overall great help desk and very quick responses from customer service Pros i enjoy the customer support help desk experience is great when you are having technical problems Cons There's nothing really i liked least about it Review Source Talk to a Capterra advisor for free and get results within 15 minutes.