# Page 24 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 24 - 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 24 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 576-600 of 4080 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TS Tyler S. Technical Account Manager Computer Software Used the software for: 1-2 years ### "Great option for customer service agents." August 24, 2021 4.0 Overall, I enjoy using Zendesk. It's a great way to interact with your customers and I wouldn't hesitate to recommend it as an option. Pros Zendesk is a fairly simple to use platform for customer support. It's easy to keep track of tickets that come in and respond via email, and the chat function works well too. Being able to set an autoresponder is great for when the team is away. Cons I felt like the interface was a little clunky, and it was a little awkward needing to jump around to different pages. Sometimes it was a little ambiguous whether you were actually logged out of chat or not. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Our management team needed more robust reporting. Review Source Rena G. Project lead Cosmetics Used the software for: Less than 6 months ### "Why I Chose Zendesk Suite Over Other Customer Engagement Platforms" November 11, 2023 5.0 Pros Zendesk Suite is an exceptional solution that offers a unified workspace with a contextual interface. This means you can manage and access all your customer interactions across multiple channels like email, chat, phone, social media, and more, from one place. You can view the complete history and profile of each customer, as well as relevant information from other sources such as CRM, e-commerce, or billing systems. With Zendesk Suite, providing personalized and consistent service to your customers has never been easier, irrespective of how they get in touch with you. Cons I find the Bot feature of Zendesk Suite to be one of its weakest points. Specifically, the Answer Bot falls short in its accuracy and usefulness, especially when it comes to handling complex or specific questions. Furthermore, customers can become frustrated with Answer Bot, as they may prefer to speak with a human agent instead of an automated one. I recommend that Zendesk invest in improving Answer Bot's natural language processing and machine learning capabilities, while also giving users more control over its behavior and customizability. Review Source Rahul R. Manager Health, Wellness and Fitness Used the software for: I used a free trial ### "IT & Customer Support Made Easy" October 20, 2022 4.0 Smooth and simple product for the customer support and IT support. Really like the knowledge base management system Pros Really well developed product to ensure the smooth customer handling. Cons I found the product bit expensive compare to the competition Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Zendesk Suite Cost and features Review Source JJ Jinu J. Administration Computer Software Used the software for: 2+ years ### "Zendesk suite: A complete customer solution support Desk" December 6, 2022 5.0 Good Pros Easy to use,Ticket management,API interface,chat bot Cons Zendesk guide customization and Zendesk setup could be improved Review Source VR Verified Reviewer Game Designer Used the software for: 2+ years ### "Zendesk is a simple and easy to use support ticketing system that can be used by anyone." August 2, 2018 5.0 Pros Zendesk has always been one of the go-to solutions for helpdesk software, but they've really streamlined their system over the last few years. It's simple and easy to use with straightforward options for even those who are new to using a helpdesk system. Zendesk is basically an email support system, where all emails sent will be routed to your Zendesk dashboard and show up as support tickets. Tickets are tagged with its own ID and even cross-referenced to see if a particular sender has submitted any tickets prior, so it's easy to check through the support history. There are also pre-defined responses, allowing for quick and easy replies for typical queries. Of course, these are actually what you might believe every helpdesk system should provide, but you'll be surprised at how much you have to pay and that some don't even have these options at all. Zendesk is actually very affordable and is easily scalable. Cons Zendesk is great when it comes to providing the basic needs for most when it comes to a support system. However, additional useful features come at a higher premium, and certain features like chat support is actually not directly integrated into a single dashboard. Review Source VR Verified Reviewer Sr Director Business Systems Financial Services Used the software for: 1-2 years ### "Zendesk" July 14, 2021 3.0 Looking to automate and integrate all aspects of the Help Desk function. Pros It was quick to implement. It was easy to assimilate for end users. Cons It had minimal features and didn't really get the job done. Review Source Max S. Director, Customer Success Information Technology and Services Used the software for: 6-12 months ### "Awful tech support" September 10, 2018 2.0 Counting days till our subscription expires, after that there is no chance in hell I would proceed with the software. TERRIBLE customer support, who does not give a single damn about Level 1 - Crirical problems. We've switched our subscription to monthly billing, and they were happy to charge a monthly fee. However, right after that they attempted to charge our subscription (the same one) with an annual payment we used to have before the change. I mean, it's ok, there are issues in software an all, BUT. I've reported the issue to them and very quickly got an answer " I'm going to go ahead and send this ticket over to our Finance Ops team. Someone from their team will be reaching out soon!" Five business days passed, I reached out to them four times, they promised to "escalate the issue" and guess what? They attempted to charge the card for the annual payment for the third time, no answer to my ticket meantime. So the overall impression is – run from Zendesk as fast as you can, luckily, there are a plethora of similar solutions out there. Pros Maybe the only "pro" is the ease of setting it up. Otherwise, pretty much standard request tracker with the same features as all other competitors have. Cons It's very annoying, that a suspended agent is still taken into the license account (and Zendesk kicks out a legitimate active Agent randomly). Review Source YP Yogesh P. Sr. Director Marketing Information Technology and Services Used the software for: 2+ years ### "Zendesk Review" January 24, 2021 5.0 Overall zendesk is a best ticketing platform for support driven organizations. It's helps you to prioritize customers issues and build a strong customer relationship by acknowledging their issues. Pros 1\. Best to run a support organization 2. Reporting dashboard is one of the best features to analyze your daily work flow 3. You can assign tickets and monitor its progress 4. Best software to prioritize customer issues and respond to them immediately Cons 1\. Some of the reporting features are complex, specially creating reporting dashboards within zendesk. 2. There are multiple limitations in creating chats and graphs to demonstrate data in dashboards. Review Source VR Verified Reviewer Coordinator Information Technology and Services Used the software for: 6-12 months ### "A very convenient and ergonomic tool to gain productivity" October 5, 2023 5.0 In general, I was pleasantly surprised by the ease with which this tool, with its multiple, well-organized functions, could be appropriated, and by the fluidity and coordination of its features. Pros It's a very complete and easy-to-use working tool. Cons The ticket service could be simpler and have automatic deletion times. Review Source AM Adamu M. Co-Founder and product lead Hospital & Health Care Used the software for: 6-12 months ### "Zendesk suite product review" January 13, 2023 5.0 Awesome, just awesome, I get more valuable features than what I paid for Pros Customer management will never be so easy without zendesk Cons Complication and difficulty in deployment Review Source Jesse M. Director of Customer Success Construction Used the software for: Less than 6 months ### "The customer support Zendesk provides is an embarrassment to the product. " November 14, 2023 1.0 The negative customer support experience far overshadows any product benefits. I would recommend a complete overhaul of Zendesk Customer Support. Management that implemented the current customer support system should be replaced. A company supplying customer support software should set the standard, not be the reason people discontinue use. I would not recommend Zendesk based solely on Customer Support. Pros I enjoyed everything up to having to interact with Zendesk customer support. Cons Zendesk customer support is non-existent. They will not provide a number or call you. They disabled our account because our card experienced fraud, even though we had a valid ACH connection at the time of disconnect. Reason for choosing Zendesk Suite We though the largest player would have support systems in place. We were wrong. Review Source SZ SUZANNE Z. Office Manager Consumer Electronics Used the software for: 2+ years ### "Zendesk keeps a record of all our service requests" May 13, 2021 5.0 Clear, easy way to manage all your service requests with the ability to assign status and due dates for follow up. Pros I like the fact that you can easily see internal and external notes and have the ability to print out history. Cons I wish there was the ability to print out just the external communication sometimes as I use this when a customer disputes an invoice and sometimes the internal notes aren't appropriate for customer to see. Review Source LB Luis B. Customer Experience Country Telecommunications Used the software for: 2+ years ### "Zendesk Review" July 5, 2022 4.0 It's an upgrade over our previous tool. The features it provides allow us to have better control of the emails and the response time to our customers. Pros The ticket organization is very helpful. It allows prioritization of the emails in a very functional way. The status ticket functionality has been important to get better KPI results. Cons Customer service takes time a while to respond. Review Source PM Pari M. Manager Accounting Used the software for: 6-12 months ### "Zen desk is the best tool for big companies " October 1, 2023 5.0 Pros That it is able to save important information that can never get lost and even if it does there is a case number attached Cons I wish the responses wouldn’t be so laggy and that they use a different case number when for separate issues instead of piling it on one case number Review Source Carney Z. Digital Production Artist Financial Services Used the software for: 2+ years ### "Great program for a ticket system, but could use improvements." December 16, 2018 4.0 I would definitely recommend Zendesk when it comes to a ticket system for around 10-12 people. But once you exceed around that amount and/or want very detailed reporting, goals, statistics, trends, etc., I would recommend a more intricate ticket system. Pros I like that Zendesk is pretty easy to understand and grasp. I also like all the reporting it provides, with a variance of statistics it calculates. The many different email/group/forwarding options are greatly beneficial when it comes to how tickets come in and are separated out. I like that ticket options can now include new, open, solved or pending, which is great to categorizing tickets. Cons I think Zendesk could use more options for statistics and reporting. Options such as setting deadlines and/or turn-times for tickets would be very beneficial when trying to report on and meet goals. Review Source JM Jayson M. Financial Associate Outsourcing/Offshoring Used the software for: 2+ years ### "Tools Understanding " May 9, 2024 5.0 This tool/crm is very easy to utilise without any instruction. Pros It is easy to use and the design is very aesthetic Cons Filtering of old and new email. Sometimes it took some time to filter the new emails. Review Source Pedro L. CEO Information Technology and Services Used the software for: 2+ years ### "It's simply the best on the market" March 8, 2024 5.0 Pros This is it, it's the ultimate customer service tool Cons I can't think of any cons for this software, it's just amazing seriously Review Source Giacomo A. Media Solution Manager Online Media Used the software for: 2+ years ### "Good suite for managing support requests from your customers" September 21, 2023 4.0 We have been managing our customers support tickets via zendesk for many years with good results Pros Ease of use for customers who want to open a ticket Cons Outdated interface and unintuitive configuration Reason for choosing Zendesk Suite Fast activation and costs Review Source VR Verified Reviewer Product Analyst - Cartões Banking Used the software for: Less than 6 months ### "Atendimeto via E-mail " March 3, 2022 5.0 Para mimo sistema foi ótima para exercer meu trabalho, no tempo que fiquei utilizando pude desenvolver minhas atividades de maneira bem dinâmica e com uma agilizada maior, devido à facilidade na utilização que o sistema disponibiliza, além disso, meu processo de treinamento e conhecimento do sistema foi bem rápida, por se tratar de um sistema muito didático. Pros O sistema da Zendesk é bem fácil de se manipular, muito didático, isso ajuda no dia a dia para atendimento ao cliente, além de proporcionar a criação de scripts nele. Dessa forma conseguimos ter um atendimento mais dinâmico e atender uma maior número de usuários, dando vanzão ao nosso fluxo de acionamentos. Por ser um sistema bem didático, conseguimos ensinar para os novos funcionários a utilização dele de uma forma mais tranquila, isso permite que eles consigam ter uma produtividade alta nos seus primeiro contatos com a plataforma. Cons Creio que a plataforma poderia fazer uma ligação a mais com os apps disponibilizados pelo Google, isso ajudaria no dia a dia de atendimento e rotinas. Review Source BM Benjamin M. Chargé d'E-commerce Retail Used the software for: 2+ years ### "Le logiciel pour gérer son SAV en ecommerce" August 21, 2023 5.0 Pros Zendesk est un outil très puissant permettant de centraliser les messages clients depuis notre formulaire de contact mais également de créer une FAQ et même de récupérer les message depuis les boites de réception des marketplace. Très utile pour un pure Player comme nous. Cons Il n'y a pas à ce jour d'inconvénients majeurs dans l'utilisation de Zendesk. Review Source AS Alexis S. CSR Consumer Services Used the software for: 2+ years ### "Zendesk: Enables us to provide our clients with better service." February 4, 2023 5.0 Overall, Zendesk Suite is a top-notch platform for customer service. We can manage consumer relations fast and effectively thanks to its simplicity of use and breadth of functionality. Using Zendesk as our primary tool software was the most amazing experience I've ever had. Because of zendesk, the workload was 1000 times simpler and lighter. Pros Zendesk gave us a lot of flexibility in how we handled customer requests and inquiries, helped us respond more quickly, and allowed us to properly document all processes. Cons The hourly production report contains inconsistencies, and the system occasionally experiences delays. Additionally, you cannot combine all tickets in one place. due to the fact that the ticket would be closed in a few days. Review Source Lourdes Bernadette D. Senior Fraud Analyst Banking Used the software for: 1-2 years ### "EASY TO USE – COMMUNICATION AND SERVICE" February 11, 2021 5.0 I have known Zendesk for a long time and Zendesk has already proven that their software is easy to use, not complicated like other software. I’ve used it for years when I provide customer service support to clients. It’s efficient and I know they have proven their service for a long time in customer service industries. Pros I have use this before with my previous job. This software was used when I was in customer service and technical support, just like how I summarized the experience I had with Zendesk, it they really have provided Easy to Use service and the platform is really understandable. For first timers in customer service it will be very helpful for them to use this type of software. Cons The thing that I don’t like Zendesk is on how it look like, it does not make it so complicated for me, but maybe for new users it will be confusing at first but you will definitely get used to it, especially if you have used the software for a long time. Another cons is their technical support is very poor, it’s not that often you’ll need it but when you do, it’s hard to get it. Review Source VR Verified Reviewer Partner Financial Services Used the software for: 2+ years ### "Category defining solution" July 14, 2022 3.0 Pros It is an awesome product and easy to train people to work on Cons It gets pretty expensive quite fast once you start demanding more features and onboarding new users Alternatives considered [Octadesk](https://www.capterra.com/p/192993/Octadesk/) Review Source AA Amit A. Product Manager Consumer Goods Used the software for: 1-2 years ### "Awesome CRM tool!" August 5, 2022 4.0 CRM, Ticketing & Prioritisation: It has helped us to simply these (automation available too). It has helped us reduce our TAT for customer support & inquiries. Overall, I am a satisfied customer. Pros CRM & Ticketing is something that I love about this tool. It's easy to use and complements the efficiency of the customer support team. Cons It's an enterprise product; the cost is on a bit higher side but I guess it's worth it. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite It's an established enterprise product with a high-performance history. We have got good reviews about this from our colleagues and investors; hence we choose Zendesk. Its UX is pretty simple and intuitive as well. Review Source Gordon M. IT Support Technician Used the software for: 2+ years ### "Zendesk is a must have, top notch, support solution." July 31, 2018 5.0 Our company's services are directly linked with Zendesk to provide top notch customer and technical support to our clients. Zendesk is a must have if you plan on offering Support to your customers online. Pros Zendesks web based or smart phone app Support System is a straight forward, trouble free, support tool that has helped our company provide easy access and availability to our customers in need of Help Desk solutions. Our technicians never miss an update or notification and Zendesks conveniently easy set up has been an essential part of our Team's success. Cons I have not run into any troubles with Zendesk. With the cloud platform our only concern would be if our Support Teams internet goes down, but the Zendesk App on our phones cover any future outage. There is never a moment when our customers cannot get support. 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.