# Page 23 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 23 - 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 23 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 551-575 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Adriana S. CEO Health, Wellness and Fitness Used the software for: 1-2 years ### "The best way to stay in touch with my clients" March 27, 2023 5.0 Pros I was receiving a ton of tickets and had been crazy about that, after start with Zendesk i discovered the besg way to organize my clients claims and provide satisfaction to everyone, for my is crucial that, because I have a subscription business model and need my clients feel happy. I highly recommend it. Cons I don't really have anything against the solution, so far is the best I ever had. Review Source Jahangir A. Administrative Support Executive Computer Software Used the software for: 2+ years ### "One of the best customer service software for cloud based company" October 15, 2018 4.0 From 2014 to 2016, our company has been used Zendesk for your customer service solution via the Technical support team. We used to manage, assign and distribute all knids of issues via Zendesk which really amazing tool and really saved our valuable time and make faster our regular scheduled working hour and increased productvity. I love Zendek and their smart service including lovely customer support. Pros 1\. Super easy to use and pretty simple method to finish for initial setup 2. Visualization, Optimization and materialistic design 3. Syncing, connecting with the different team for assigning any ticket and solving with team method is really smart in Zendesk. 4. They have really helpful customer service for 24/7 Cons 1\. Distributing and managing any ticket to any specific team is still looks difficult. 2. Admin panel has restrictions for multiple people 3. bugs, slow and not connecting sometimes 4. Suddenly crashed and and need to restarted the broswer which is really bad. Review Source SR Shari R. CEO Marketing and Advertising Used the software for: 6-12 months ### "I love Zendesk!" October 8, 2021 5.0 Overall, my experience with Zendesk has been highly satisfied! Pros What I like most about Zendesk is the way it can handle and manage customer relationships with ease and simplicity. Very great platform to use for your CRM needs! Cons There is nothing that I like least about Zendesk. Review Source KD Kevin D. Credit Analyst Consumer Goods Used the software for: 1-2 years ### "Great Option for Customer Service " November 3, 2023 5.0 Pros I like the ease of use with Zendesk Suite. I've tried many other options and the layout for Zendesk Suite fits the best and is very easy to work with. Cons I believe there are integrations that Zendesk can add to make this option a one stop shop. Review Source NS Nathan S. Digital Marketing Manager Used the software for: 6-12 months ### "Zendesk - Great for Support Desk but Not so great with functionality" October 25, 2018 4.0 Pros Having used Zendesk as an alternative to other options, here are my thoughts on it: 1) Zendesk is good at integrating multiple communication channels into one place. Unlike other options, using social media channels is included in the cost. With Zendesk the social media channels are included in the per user cost, so you are only paying for other features like Knowledgebase or Live Chat, or the bundled option. 2) Cost per user is fairly reasonable compared to other solutions we looked at. For us the cost per user was really important because while we may need fancy features, we wanted to make sure we did not end up spending more money for features or services we really didn't need. 3) Third party app support - We were able to choose and integrate with third party tools using the App directory. This helps to add functionality that may not be included in the core Zendesk product. Cons 1) Not sure why but most companies have very poorly designed mobile apps, Zendesk's apps while ok are still not as good as using the web platform. 2) Using social media channels, you are not able to attach documents or media, you can only respond using tech. This would be ok if you do not need to share documents with potential clients but for sales people its not great since we get a lot of our business from social media channels. 3) Unread Support tickets -Not sure why this is a thing, but for some reason Zendesk will show every administrator/user support tickets as unread even if someone else is responding to a ticket already. Review Source AM Andres M. Research Civil Engineering Used the software for: Less than 6 months ### "Zendesk Suite " April 16, 2024 4.0 Overall I will give Zendesk Suite a 4 out of 5 stars Pros Is great for lead management, saves a lot of time, is very intuitive and effective Cons Sometimes their customer service is a little bit slow in their response Review Source SB Sujata B. Influencer Entertainment Used the software for: 1-2 years ### "Very important software" July 20, 2023 5.0 It has been a very good experience using Zendesk, it solves our client's issues in an instant and is a vital software for our IT department. Pros The software is super important for us as we can directly attend to our clients' needs and complaints in real time and solve their problems. It has been a very important software for our IT department as they are constantly monitoring the chats and are actively talking with the clients from time to time in regards to their issues. It also helps us to manage client contacts management and also helps us to rely new information about our products directly through email. Cons You need the paid version to get the best support features which is at a little higher price but the free version is okay. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Zendesk is more easy to use than Salesforce. Review Source VR Verified Reviewer Associate Information Technology and Services Used the software for: 6-12 months ### "Support Operations made easy with Zendesk" July 14, 2022 5.0 \- Working around Zendesk has been a great help me. It’s smooth system helps in easy management of IT ticket management. Pros \- The easy to integration with other Softwarez Cons \- The UI Elements can be made even more attractive. Review Source Ashley E. Support engineer Information Technology and Services Used the software for: 2+ years ### "The best professional ticketing solution" April 11, 2020 5.0 I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve. Pros I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems. Cons The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) We wanted to make the move to a tool which was easier to train new colleagues in and zendesk really proved that. Review Source MJA Michael Jay A. Customer Service Representative Consumer Services Used the software for: 1-2 years ### "Great ticket management tool!" February 6, 2021 4.0 Overall, Zendesk is a very flexible tool and very responsive to suggestions in making improvements. Pros As a CSR who is responding to dozens and even a hundred tickets per day, Zendesk was able to provide optimum performance in Ticket and Email Management. It is very easy to use and won't let you get lost in navigating the software. The macros and templates can be easily saved and edit. Cons I had this experience where I was working on a ticket and someone opened the same ticket. Although there's an eye indicator that shows there's already a person working on the ticket, others still tend to access the ticket and sometimes even close it without resolution or response. Review Source MW Michael W. Marketing Director Telecommunications Used the software for: 2+ years ### "Zendesk keeps my team working efficiently" May 28, 2021 4.0 I've used Zendesk for several years and was key in its implementation into my department's ticketing process. I see no need to explore other options as Zendesk does everything I need and more. Pros The ticketing process can be a pain, but Zendesk has taken most of the headaches out of the old, antiquated ways of project and request management. Ease of use, notifications, reporting and analytics, all of those and more are crucial to creating a smooth work flow. Cons Zendesk could be a bit prettier. The software is more function over form, and you can really tell, particularly if you are leading a department like mine. Review Source Aaron W. Co-Founder Retail Used the software for: 2+ years ### "Our support team uses Zendesk to help our customers." February 4, 2022 5.0 Pros The platform has great uptime, never gives issues and is incredibly easy/fast to use. Cons I think it would be great if the UI was more customizable. Review Source CN Christian N. Medical Copy editor Publishing Used the software for: 1-2 years ### "One of the CRM software with diverse features to satisfy variouscustomers' needs" May 20, 2022 5.0 Excellent experience Pros Online customer support is always readily available and helpful. Zendesk supports various social media platforms, which keep businesses and customers closer to each other and quick to communicate as it also works on mobile phones that are always in our pockets. I personally prefer its interaction tracking feature that is more advanced than the features provided by MailChimp for example. Cons The requirement to provide your email and names before accessing the Demo video could discourage some people. Zendesk is priced a bit higher than some competitors. Even if it provided advanced features compared to other platforms, if you don't need extra features others like MailChimp, Zoho Desk and Help Scout don't provide, you may find them cheaper. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Mailchimp](https://www.capterra.com/p/110228/MailChimp/) Some features were not as advanced Review Source VR Verified Reviewer Marketing Manager Retail Used the software for: 1-2 years ### "Get the best customer support software with Zendesk!" December 14, 2018 5.0 It solved a lot of business problems for our team. We were able to connect our phone lines to Zendesk so every time a customer would call, the system would automatically create a ticket for us. It allowed us to respond very quickly to our customers since we were able to download Zendesk to all of our devices. Pros What I liked most about Zendesk is the software can be downloaded to multiple devices including a computer, laptop, and iPad. So if you're on the go, don't worry you will still be able to interact with your customers! It is also very easy to use, but learning every functionality of Zendesk could be difficult. Though, they offer online webinars to learn more about how to use it and how to find the data you're looking for. Cons The one thing that was frustrating about this software is internal notes can be hard if you have multiple users on the email thread. Sometimes you will be trying to talk internally with your team, and some posts would not show up just internally based on who the user was. It did not happen very often but the chance was still there so we had to be very careful. Review Source VA Vicky A. Certification Team Lead Education Management Used the software for: 6-12 months ### "One of the best & user friendly CRM software to use" June 26, 2020 5.0 Overall my experience has been fabulous, as the experience is seamless. I would recommend companies having CRM requirement to try the software based on their need for their own view on it. Pros There are lot of features that makes Zendesk one of the best softwares I have worked on. 1. Macros - You can create macros of reptitive questions, that saves on lot of time in typing a response. You can trigger with multiple action like assignee or status change etc. You can also create your own macros or make it for forum. 2. Tags - By putting a specific tag, you can bifurcate tickets based on your business requirements, creating tags and using them is simple. 3. Dashboard reports - Based on access provided, you can pull out your or team's report for analysis on traffic received, SLA adherence, CSAT/DSAT received, tickets handled/resolved. 4. Queue - You can create lot of queues in order to cater your multiple line of business on one CRM. 5. Internal notes - You can put internal notes for your team members to refer on a particular ticket & you can tag them as well, which triggers an email notification to them. 6. Groups - Based on your multiple departments, groups can be created and access can be given/restricted. For eg. Sales, Customer Service, Engineering etc. 7. Merger - You can merge two tickets with an option to let requester know about it or not. Cons There are less cons compared to pros 1. Themes - There are no themes available apart from their standard classic green version. 2. Emails - Once the emails are sent we cannot recall it. 3. Prices can be flexible to gain new prospects. Review Source RP Redley P. Network Engineer/Freelancer/Student Computer Networking Used the software for: 6-12 months ### "Zendesk Overall" November 30, 2022 5.0 Pros To say the least. The ticketing system is very useful and not to forget the ease of use, and understanding. We mostly use it for Help Desk but it has greatly simplified many workloads since it was implemented. Cons Nothing at the moment really. Previously we had VMware's Dynamic Environment Manager and other VMware products integrated but it was not very user friendly to some of my colleagues so we had to switch. Reason for choosing Zendesk Suite Ease of use and Manageability Features Review Source MN MARLON N. Reservations Manager Hospitality Used the software for: 2+ years ### "Fastest way to connect and interact with your website visitors!" December 5, 2019 5.0 A wonderful tool to have on our Resort website! This tool has helped my team and myself close sales in less than 15 mins. Definitely a great tool for support as well. It's a faster and convenient way for clients to reach out to us and get information which leads to great costumer service! My team is very satisfied with Zendesk Chat and we look forward to its continuous updates! It is part of our sales & support team! Keep up the good job! Pros That our clients can visit our website and ask questions right away about our services and our team helps them I'm purchasing the right services there and then! We can see clients who visit our website and we can interact with them and offer assistance. My team has closed sales just by chatting with clients, which makes this a wonderful tool! We are very pleased with this service. Cons My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our clients. This is part of our sales team! Alternatives considered [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Reason for choosing Zendesk Suite We found Zendesk to be a feature rich tool and was the best fit for our Resort website. We certainly don't regret having chosen Zendesk! Review Source VR Verified Reviewer CS Lead Transportation/Trucking/Railroad Used the software for: 2+ years ### "Emmanuel Review" May 12, 2022 5.0 Pros Customer relationship management work out well when I use this tool Cons It's a little expensive for startup and hence the benefit of the tool can not be enjoyed by startup with low capital Review Source ND Nikolay D. Team Leader Information Technology and Services Used the software for: 2+ years ### "Easy to use, so many features and customisation options. " July 5, 2022 5.0 I am personally using Zendesk for 7 years already, and the company is using it for even longer. I cannot imagine a better customer support platform with such an easy-to-use interface and tons of personal customization features. Pros Very easy to use. Newcomers in the team can learn all the features and be "fluent" in Zendesk use quite fast. We have multiple brands, and multiple teams using it and it's quite easy to pass tickets, escalate, change status, add notes, and push macros. Cons Sometimes it's hard to customize triggers, for example, assign tickets from specific locations to a specific team. We're still struggling with that, but it's a minor inconvenience. Review Source MLD Mark Lester D. Risk Operation Analyst Consumer Services Used the software for: 6-12 months ### "Zendesk Review" March 2, 2024 5.0 It is easy to use and user friendly, using it everyday in my work. Pros it is easy to use and user friendly, using it everyday Cons Nothing, it i seasynto use and user friendly. Review Source VR Verified Reviewer Manager Computer Software Used the software for: 1-2 years ### "Zendesk Suite Review - Best Feedback" December 23, 2022 5.0 Overall experience is very friendly and very good. Pros Since I work in IT on the help side, we utilize this routinely as a help specialized device. It's amazing to avail this as It's additionally utilized for fresh recruit record-keeping arrangements. You can connect any document \[to\] the stage. Entirely staggering pursuit highlight by catchphrases that needn't bother with to be in series request. This apparatus coordinates and explicitly record saves for sox consistence. Cons Sometimes it gets difficult to sorting feature on tickets. Also, Statics can be slanted a bit Review Source 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 Talk to a Capterra advisor for free and get results within 15 minutes.