# Page 23 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 23 - Is Zendesk Suite the right Help Desk 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 23 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 551-575 of 4080 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Computer Technician Information Technology and Services Used the software for: 1-2 years ### "Capabilities within Zendesk" July 8, 2021 4.0 Overall, a generally positive experience to use this product every day for work. Allows us to provide quick support for users and does have several good features. Pros This is a great resource for providing customer support and for publishing Help Center content. It is generally easy to use, though some functions can be hard to find within the product. Cons Some of the features, like the analytics and reporting options, feel like they could be a lot more built out. There is definitely room for improvement. Review Source JB Justin B. Digital Marketing Specialist Law Practice Used the software for: Less than 6 months ### "Has a Lot, but Surprised By What it Lacks" September 9, 2019 4.0 Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there. Pros The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators. Cons The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless. Alternatives considered [Zoho Social](https://www.capterra.com/p/159351/Zoho-Social/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) Reason for choosing Zendesk Suite The ability to accurately track Google Analytics UTM codes, price, and features. Switched from [Provide Support](https://www.capterra.com/p/24848/Provide-Support-Live-Chat/) We needed to track UTM codes from Google Analytics and Provide Support was unable to do that at the time we switched. Full disclosure: Provide Support says it can now track UM codes, but we've run into roadblocks when testing it. Review Source KK Kieran K. Event Manager Events Services Used the software for: 2+ years ### "All in one solution" November 27, 2021 4.0 Easy implementation Gradually expanded to other features Still need better tracking Pros Replaced a number of systems and allows for tracking history across mediums Cons Slow to use when many apps and integrations configured Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Switched from [UserVoice](https://www.capterra.com/p/135908/UserVoice/)[ScreenSteps](https://www.capterra.com/p/130536/ScreenSteps/) Combine calls tickets and tutorials in one Review Source JM Jane M. Customer Service Rep Apparel & Fashion Used the software for: 2+ years ### "Definitely a must tool for Customer Support." January 30, 2023 5.0 Zendesks is pretty much the easiest and user -friendly tool out there used for help desk or customer support-related tasks. With simple words for key navigation, everyone should easily be able to familiarized and get accustomed to it sooner than they know it. Pros The ease you experience navigating the tool with pretty much all customer information and initial concerns found on just one page. Cons The merging of tickets can be a little tricky at times but with familiarity for a couple of navigations, you should be good to go! Review Source VR Verified Reviewer Team Admin Information Technology and Services Used the software for: 2+ years ### "Great CRM solution" July 24, 2022 4.0 Great and it had added great value to our services and certainly made our life much easier. Pros Easy to create and gatogrise our customers. Can be linked with our billing. Can add call feature and call clients directly. Easy to create tickets. Easy to be linked to other platforms Cons Nothing much, it work greate and fulfill our company needs. Review Source Mark Oliver R. Web Developer Information Technology and Services Used the software for: 1-2 years ### "Web Developers view on zendesk" January 9, 2022 5.0 it has been great in terms of managing everthing. communicatiion between clients, developers and CSMs is great. tracking reply threads and tagging people is a great help. Pros 1.) integrating it into your site is easy. 2.) tracking, sharing and documenting tickets send by clients is a life saver Cons how it looks sometimes is annoying, needs improvement on ui/ux Review Source DR Daniel R. Sr Fuel Handler Utilities Used the software for: 2+ years ### "customer support ticket chat review " August 19, 2022 5.0 customer support replies quick so that helps but sometimes the lack of knowledge and training can be a little frustrating. Pros the immediate response from a live chat. the support tickets seem to get replies to very quickly no matter what time of the day. the solutions aren’t always what we desire but the response is quick. Cons wish they offered better solutions to problems that arise. not sure if they are trained for our line of work or if it’s just a script they follow. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) company made the switch so i had no choice but this product has faster response time Review Source Pedro G. Senior Global eCommerce Manager Consumer Goods Used the software for: 1-2 years ### "Great tool to keep all your tickets support in one place with their Support tool" April 29, 2018 4.0 Pros This tool works as a great ticket management system. You can link an e-mail address that you set as your support address and any e-mail received will automatically generate a support ticket on it. From there, the support team can either reply straight away or assign the ticket to any other member team that would be able to reply to it. Tickets can be marked in the platform as Open, which is the status that they will automatically have when a new message is received; as Pending, when you post a reply to it or acknowledge it; or as Closed when the ticket is resolved. The platform also provides statistics on how your support team is performing so that you can see reports based on the average first reply time, or the satisfaction rating from users. Cons If you're trying to integrate the platform using a form on your website, some of the fields you need might be hard to set up. This feature is useful to have in order to trigger automated replies based on frequently asked questions from customers. Review Source NK Nishant K. Storage administrator Information Technology and Services Used the software for: 6-12 months ### "Zendesk - buyer's review" September 7, 2022 4.0 Overa a good experience with zendesk and looking to make the most of it Pros User and administrator coexist at this platform and work together to resolve thw issue easily and simultaneously. Cons It is like every other tool, a little expensive. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) I am using both but looking to make a complete shift depending on the complexity zendesk offers Review Source Sarah O. Marketing Coordinator Retail Used the software for: Less than 6 months ### "Great chatting software but widget could use some work" December 6, 2019 5.0 Overall the Zendesk Chat software has helped boost the communication between our business and our customers. We like that we can supply answers right away to people, although it can be a little time consuming if you receive a lot of chats during off-business hours. The history of visitors is helpful though if you miss and chat and still need to get in contact with the customer. I don't know if there are any better chat apps out there, but if not this is a pretty good solution. Pros This has helped boost our customer service on our website a lot! We frequently get visitors chatting on our website and it helps us keep our email inboxes less crowded, we spend less time on the phones, and we answer customers more quickly. We think the function is a great customer service tool and we would highly recommend adding a chat box to your website to boost communication. The app is also great for answering people right away, and their customer service can be helpful depending on your issue. Cons As a backend user of ZenDesk chat, it can be fairly annoying when people are chatting you at all hours of the day. Also people can get very impatient if you don't answer them right away. The app definitely helps with that, and you can always put on an "away" message and get back to people later, but your work hours during the day/evening can definitely stretch out if you decide to answer chats during off-business hours. I also think the widget needs some work. If you're using Shopify, I'd recommend installing the app instead of pasting the widget code in your store theme since it can be difficult to customize there. Review Source Claude H. CEO Retail Used the software for: 2+ years ### "a good solution to start in support ticketing" September 14, 2023 5.0 Pros easy of use, interface, email compliant, don't need to much training Cons looking for more complex workflow creation Review Source AM Aries M. Customer Support Automotive Used the software for: 6-12 months ### "Zendesk Suite Customer Support review" December 28, 2022 5.0 Overall, Zendesk Suite is pretty awesome. I can provide assistance to multiple customers at a time unlike in phone support. Being able to use template is also another great feature Pros I like the fact that you can customize or personalize the notification settings like the alert tones. I also like that you can easily share photos or files to customers. Cons I would like to have a more aggressive desktop notification feature that way I will not miss any chat request. Review Source VR Verified Reviewer Manager, Employee Communications/Engagement Telecommunications Used the software for: 2+ years ### "ZenDesk is effective for HR deployment/ticket management" December 20, 2022 4.0 Pros ZenDesk is an impactful feel that allows for easy customization, real-time alerts, ticket management, and the ability to post content and manage very effectively. Cons ZenDesk is very good. Sometimes the content needs to be saved during editing in order to keep it if you don't finish it all in one sitting. Beyond that and possible loss of info, it's a great tool and very effective. Review Source BJ N. Software Engineer Computer Software Used the software for: 2+ years ### "Gets the job done. Gives a simple and easy interface for clients to use." August 16, 2018 4.0 Zendesk gives us a way to manage multiple projects, and also an interface that's easy for clients to use! Pros Best feature is being able to add internal notes that are only visible to members in a specific group. I've used this to document findings or reasoning behind choosing a solution. Also, the ability to have the clients email a help desk item, and have that email come in as a message helps keeps the conversation all in one location. Their search functionality also works very well. Cons File size limitation (I believe it's 1MB at this time). We've been forced to hold screenshots elsewhere (e.g., Dropbox), then creating a link which we then paste into the help desk. Finding macros is extremely difficult. I know that there is a way to view all help desks that you are cc'd on, as I have the URL saved, but I cannot find it anywhere in their control panels. Review Source RY Richard Y. Integration Hospital & Health Care Used the software for: 2+ years ### "Solid platform!" April 14, 2021 4.0 Overall zen desk is solid for archiving information and calling clients. Pros UI is easy to navigate. Provides a wide variety on how you want to store information. Custom template messages is a huge plus in automating certain workflows. Cons Emails seem to very inconsistent at times. Experienced issues where cced clients never received my emails. Review Source VR Verified Reviewer Product manager Financial Services Used the software for: 1-2 years ### "a good tool from the alphabet (google) house hols" January 12, 2022 4.0 a good tool with good capabilities but you should take in mind the pricing package and users license that make this tool a very expensive one for big companies Pros good support managed by google great for big corporate and companies very versatile tool Cons pricing is very high compare to alternative in the market Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Review Source Dorothy E. "Dolly" H. Manager Of Information Systems Used the software for: 2+ years ### "Easy to implement and can be very affordable if you don't need much" February 7, 2018 4.0 Knowledgebase, tickets, satisfied users. Pros Zendesk offers the ability to take your helpdesk with you and untethers you from your desk. The smartphone app works well and most tickets (in our case) can be dealt with via Outlook integration. The ability to create a knowledge base is vital in our case were few provide support to many. It's easy for end users to navigate and tracking tickets is easy. If you need a simple system it is affordable. It's relatively easy to implement. Cons I have been using Zendesk for about 10 years in different jobs and where there were once many features at a reasonable price that is no longer the case. Features that were once available in the Team version now require the purchase of the Professional version. From an agent standpoint, I preferred the prior interface to the current one. Review Source VR Verified Reviewer Service Desk Manager Information Technology and Services Used the software for: 1-2 years ### "Zendesk from a Helpdesk Manager's Perspective" October 20, 2018 5.0 Pros It is best in class period. I did a ton of research when selecting our new ticketing platform. Go live was generally uneventful and easy, the process of creating and standing up everything as well as internal testing took a month. I really came to Zendesk for its analytics and its ability to expand with tons of app integrations. The analytics really allow me to dive into valuable buisness metrics such as time to first response total time spent per client per month - resolutions times - tagging I could go on and on. Cons You are essentially alone in standing up your Zendesk account. To the uninitiated you will be spending a looooot of time reading Kbase articles and blog entries to get things just right. I really wish Zendesk would have an on boarding where someone would work with you to get what you want out of the program - especially from a reporting standpoint. Programming some things in their insight platform can be maddening even for some versed in programming logic. Review Source VR Verified Reviewer Educator Support Manager Information Technology and Services Used the software for: 2+ years ### "Very customizable" May 21, 2019 5.0 Pros Zendesk's support site is really robust, so if something isn't customized right out of the box the way you want it. Zendesk has various automations, you can set macros (which is text you frequently send) and they've slowly incorporated lots of support related channels so ensure you can represent your customer's preferences through chat, talk, or email. They have features, like Answer Bot, to try to push AI to decrease customer reliance on your customer support agents. I like that as an admin I can know nothing but pretty quickly put together a robust customer support solution. Cons If you want a customer support help desk website, they have the option called Guide. There's only one template. So, if you want something different, you need to know web design or teach yourself HTML, CSS, and JavaScript to have something unique. Review Source BN Bonnie N. Principal Consumer Services Used the software for: 2+ years ### "Great support software with strong knowledge base tools" October 29, 2020 5.0 From the demo, onboarding and implementation, the Zendesk team was great. Building out our knowledge base including written FAQs, videos, links all work exceptionally well. Pros The ease of setup and customization coupled with the functionality to build out our knowledge base from scratch were the determining factors in Zendesk selection. Posting and sharing updates to feature functionality is very easy Cons The interface reporting internally and to business/integration partners sometimes gets a little cumbersome for tracking of issues. We are looking into modifying our process to determine best practices. Alternatives considered [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 Price, support, and ease of use Review Source VR Verified Reviewer E-commerce Fraud and Payments Management Internet Used the software for: 2+ years ### "Excellent tool to manage live customer quaries" April 26, 2019 5.0 Zendesk chats allow us to address customer queries while on the website, which allow us to help customer to finalize a purchase that otherwise would be lost. It is also useful to rise customer satisfaction as customers do not have to wait on the telephone or write emails to receive an answer. Pros My company have used Zendesk Chat to manage the live contact for most of our brands and the experience has been great so far as it is very complete. The chat option allow you to serve customers while they are visiting the website without having to exit the page to do a phone call or write an email. It can be used as an inbound tool to offer customer support or outbound to increase sells. It is possible to personalize the tool according to the needs of your business with the possibility to schedule opening hours, automatic messages, and personalized shortcuts (very useful so your agents won't have to rewrite the same sentence every time). It is also possible to activate an option to reroute your chats automatically to your agents according their skills (languages, expertise etc). Zendesk chat has also a reporting dashboard in which you can see the team/agent performace and in which you can see if an agent is free or busy and how many chats has taken during a certain period of time. You can also subscribe to periodical notifications via email. Cons The only thing I would suggest to improve is the possibility of download more specific and user friendly reports for agents performances (time online etc) as at the moment they are a too raw to do quick analysis of the agent performances Review Source Eusebio B. CEO Internet Used the software for: Less than 6 months ### "Good, beautiful and expensive" August 7, 2023 5.0 An environment full of options to create a first class ticketing, chat and incident management system. They have a support team that is always attentive and willing to help. Pros It is undoubtedly one of the best. Full of options and with a company behind it that has experience in the sector. I have used it with clients for web development and it works really well. Cons In my view the price. Maybe there should be a version with the same functionality, but more limited for very small companies like mine. For a large company, it is essential or for a medium-sized company, but for small companies it is expensive. Switched from [Zoho One](https://www.capterra.com/p/166175/Zoho-One/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Better options, more capable in many tasks. Review Source BL Brittany L. Non-Profit Co-Founder and a Small Business Owner Marketing and Advertising Used the software for: 2+ years ### "One of the better multi-functional products on the market for chat features (and IT ticketing)..." August 15, 2022 4.0 For ease of use, it definitely provides cross-team functionality that I found pretty easy to understand and share with junior team members. To implement it from home base when I worked for a REIT out to hundreds of marketing teams on our properties... that was a little more difficult to be honest. There was a learning curve for that. Pros I have been a part of two teams utilizing (home office to consumer-facing) and implementing (for internal team use) Zendesk and overall see many valuable attributes it brings to the table in a market that is pretty saturated with similar tools. For ease of use, I think it tops the chart and is more user friendly than its competitors like the SalesForce comprehensive cloud setup. Cons Live and integrative chat and messaging features are only as usable as the persons responsible for accessing and keeping up with them are available. This is not necessarily a flaw in this application but the idea of chat bot accessibility for real-time, more complex or not frequently asked and answered questions and concerns itself. Review Source SK Sohaib K. Manager Client Services Information Technology and Services Used the software for: 2+ years ### "Life for Support - Zendesk" February 17, 2020 5.0 Pros I use Zendesk talk on a daily basis from past 4 years. ZD talk is being used by the company which I am working for and all our other sister concerns as well. ZD Talk has been separated by Brands in the system and we are managing the companies. Calls come in and go out from the Software and it is very rare that we face an issue and mostly it is fixed with a little bit of tweaking in the settings or providing privileges. Our whole software support team and professional services use the product to interact through it and get all personnel updated. I have myself asked many of the IT industry users to opt ZD Talk as it can be used flawlessly with less internet speed as well and it does take much of the internet usage. Overall, I have been very satisfied with the product. The most prominent Pros are I can call and transfer calls as well. Use of call recordings and merging of calls from one to another. Cons \- The call transfer process needs some steps which should be made easier - A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system - Text to Speech is not yet available - Updating case by 2 users at one time ends in an error. Review Source RB Rosa B. Data engineer Internet Used the software for: 1-2 years ### "Efficiente ma non facile da usare " November 12, 2023 4.0 Zendesk Suite ha risolto sfide operative, migliorato la soddisfazione del cliente e ci ha consenti di offrire un supporto efficiente ed efficace. Pros Zendesk Suite presenta caratteristiche come scalabilità, capacità di integrazione, supporto omnicanale, assistenza clienti unificata, personalizzazione, flessibilità e robuste funzionalità di reporting e analisi. Sufficiente il supporto cliente. La Suite offre soluzioni complete ed è in grado di soddisfare le esigenze nella customers care e nella gestione dei ticket, seppur non brilli di facilità d’uso. Cons Il processo di prioritizzazione delle funzionalità di Zendesk è un po' lento per i miei gusti. Il software è tutt’altro che facile da usare. 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.