# Page 34 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 34 - 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 34 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 826-850 of 4080 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MZ Marion Z. Responsable CRM Marketing and Advertising Used the software for: 2+ years ### "Une solution de gestion client omnicananle" February 20, 2023 5.0 Pros Les avantages de Zendesk Suite incluent la possibilité de fournir un support client cohérent et efficace sur plusieurs canaux, de suivre les performances et les indicateurs clés de performance de votre équipe de support, ainsi que de personnaliser et de configurer facilement l'interface pour répondre aux besoins de notre entreprise. En gros, j'apprécie fortement la diversité de l'offre Zendesk Cons Certains des inconvénients de Zendesk Suite peuvent inclure des coûts élevés pour les entreprises avec des besoins plus importants, des fonctionnalités limitées pour les entreprises qui nécessitent une personnalisation plus avancée, ainsi que des difficultés à gérer de gros volumes de tickets et de clients. Review Source Silas M. CEO Program Development Used the software for: 1-2 years ### "HelpDesk mais completo do mercado" December 22, 2022 5.0 Pros O Zendesk Suite é a ferramenta mais completa do mercado atualmente. Além da facilidade de implementação. Cons O preço, apesar de ser um investimento que se paga, acredito que poderia ser mais barato um pouco!! Review Source David G. Computer Networking Used the software for: ### "Customer Support For The Modern Age:" May 27, 2014 5.0 With the countless hours chasing tickets and maintenance's there is a new way to manage tickets. As a service provider and network engineer when it came time to determine what system to use for tracking customer support issues I knew there were a lot of choices. I looked into ticketing systems I have used in the past that require a lot of support and local maintenance and found a few light weight systems that I could install. I searched for ticketing systems and found a list that included Zendesk. Curious about the name I went to the website and in two clicks was signed up, set up, and ready to take tickets. Testing the system and running with “test” tickets, before I knew it I had set up my entire system for two ticketing systems and was ready for taking calls. My customers were going to be updated via emails directly and I received notices 24/7 of any tickets created. This fulfilled all of my current needs but I was looking for a robust option for the future when the business takes off and I have a few more agents working with me, or a hundred. This system has already proven that it can grow with my needs as I have just upgraded my services. We are more than satisfied with Zendesk and it support and training as well as its social media links, which helps us stay connected to our customers. Pros Quick set up. Easy to begin the process of setting up a help desk system. Nearly immediate results for customer notifications and for internal email notifications. Cons If your not connected to the internet you don't have access. You have to purchase second level of service in order to gain access to customer lists... a very powerful tool. Review Source Utkarsh K. CEO & Co-Founder Computer Software Used the software for: 2+ years ### "Terrible product, the company should ashamed of themselves" March 5, 2021 2.0 Worse I have ever had with any software vendor. Pros The product is terrible quality to start with, it just does the job just to get by. They charge small amounts so you won't likely notice it on your statements. Wait till you get to the support team... oh boy. For a company that sells support SaaS software, they are the worst I have ever seen. I feel bad for being too aggressive on the support staff after all there are knuckleheads sitting at the management table. Cons Support, product quality, how they treat customers! Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Quo](https://www.capterra.com/p/199031/OpenPhone/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Zendesk Suite Initially, it was the cost, and they were there before open phone existed. Then I left Zendesk... lets pray I don't continue to get charged. Review Source RL Rebecca L. Dance Teacher - Private Coach Fine Art Used the software for: 1-2 years ### "Great software once you know how to use it" November 20, 2022 4.0 Pros I used the software to manager mostly customer service emails- the amount of functions available to the user was great. Lead tracking, company website integration, and ticket sorting were helpful Cons I switched to Zendesk from another CS software and honestly it took me a while to get a hang of it. Zendesk has a ton of features, which is great, but can cause a bit of a learning curve and leave room for error from newer users Switched from [Gorgias](https://www.capterra.com/p/155357/Gorgias/) Different company with different CS needs Review Source VR Verified Reviewer Project Lead Computer Software Used the software for: 2+ years ### "Great platform for customer support" December 5, 2018 5.0 At our company, we started with Zendesk since day 1, it made everything easier since all customer communications (email, social media..etc) were in one place for Customer Support agents to take care of. The platform also made it easy for us to measure our performance and they're always sending us reports comparing our performance with the rest of the industry. Pros \- Good integrations - Great keyboard shortcuts - Easy navigation - Keeps on improving - Very useful reports - Easy Admin tools Cons \- When compared to other similar services, this one may seem a bit overpriced, especially for startups. Review Source Kabiru A. Intern Used the software for: 2+ years ### "I used this software in keeping up to date with my customers " June 14, 2018 4.0 I really enjoy their user experience Pros I really like the chat support system, as I can handle request from many people in a nice and easy way Cons sometimes I use to be busy, which means the intelligent agent can help me with some response to customers. but the problem is that I have to take alot of time in writing response that the system will use - I dont like it that way. the system suppose to be training itself from responses i use to send to many users, so that it can use what it learns to respond to questions. Review Source VR Verified Reviewer President Information Technology and Services Used the software for: 2+ years ### "The 800# Gorilla in the industry but could use MUCH improvement" September 5, 2019 3.0 I use it to provide customer support to our customers. We also publish help articles. Pros Very feature rich and reliable. Once set up it seems to just work. The documentation library is simple but decent. Cons The UI is the most convoluted of any service I use. Any time I try to do something in the UI or change a setting I find I have to spend several minutes poking around seemingly unrelated areas of the UI to find the one thing I'm looking for. All too often I have to contact customer service to point me at where to find it Review Source VR Verified Reviewer Commerciale Business Supplies and Equipment Used the software for: Less than 6 months ### "Una soluzione integrata per il supporto clienti" November 29, 2023 4.0 L'esperienza complessiva con Zendesk suite è molto positiva, l'ho trovato migliore di altri software simili e alternativi. È comodo poter gestire tutta l'assistenza ai clienti su un'unica piattaforma, anche con altri operatori. Pros Di Zendesk Suite ho apprezzato la possibilità di poter gestire e monitorare i ticket di assistenza dei clienti, in modo collaborativo. È più semplice poter fare tutto attraverso la piattaforma e richiedere anche l'intervento di altri operatori. Inoltre mi piace che consente di gestire le richieste attraverso diversi canali, tra cui e-mail, chat in tempo reale, social media e telefono. Cons La personalizzazione delle risposte automatiche e l'integrazione con alcune applicazioni di terze parti sono risultate particolarmente limitate. Inoltre i costi sono leggermente alti. Review Source Olivia O. Narrative Solutions Consultant Used the software for: 2+ years ### "One of the most efficient ways to run a ticketing system on the planet" July 31, 2018 5.0 The ability to answer detailed questions with a standard format, with prewritten letter templates, and with the guidance of supervisors or the ability to train new employees at the same time. Pros The ease with which dozens of employees can follow a client's case and come back it for learning purposes. I wish every community and even nonprofits had a way of using it. Cons It can be very pricey! The cost of an effective ticketing software is definitely not cheap, but it is well worth the investment for the fluidity and ease of tracking clients' needs. Review Source VR Verified Reviewer Head of Marketing and Sales Construction Used the software for: 1-2 years ### "Great Website Chat Software" January 10, 2021 4.0 It's an average software that provides the functionality that we expect. Could improve, but overall a good software. Pros It provides real time users on the website and makes it easy to use for users to respond to customers. Cons The UI of Zendesk could be better. At first, it's a bit hard to navigate it. Review Source LS Lutz S. Autor Motion Pictures and Film Used the software for: 2+ years ### "Tolles Programm" January 11, 2023 5.0 Pros Es ist sehr einfach zu bedienen und macht den Kundensupport sehr einfach. Ein Kunde zwei Mitarbeiter? Kein Problem. Läuft reibungslos Cons Beim starten oftmals etwas langsam. Kann aber auch am Arbeitsspeicher liegen Review Source AF Anthony F. Infrastructure Manager Financial Services Used the software for: 1-2 years ### "Great service desk tool, but lacks some basic functionality" April 15, 2019 4.0 In all, Zendesk is a great platform to service customers, both internal and external. While I have gripes like the above mentioned missing forwarding, I like that the controls are abundant enough to allow for workarounds to be put in place. This level of control has also lead to some really creative efficiencies produced by my team Pros Zendesk is easy to configure, has a good amount of options, and was very easy to migrate to for my team. I particularly like the level of granularity you can get from the GoodData reporting, and the level of control you can have over your ticket flows through Automations, Triggers, and Macros Cons Unfortunately, you can find some basic functionality is missing, such as forwarding a ticket to a third-party from within Zendesk. I have had to set up a seperate form with triggers and email channels in order to achieve a bit of a hacky version of forwarding, but it really isn't ideal. Also, the reporting is switching to a paid in-house model (moving away from GoodData) which feels a bit like having to pay for a feature I have always had access to. Time will tell on that one though Review Source SC Steve C. CTO Computer Software Used the software for: 2+ years ### "Must have app for support" July 29, 2019 5.0 We are using Zendesk for all support and it has been great. Our customers view us as a big company and we are a small company. We love Zendesk talk as it has saved us from implementing a phone system. Pros Integrated channel support. The ability to have customers interact seamlessly via chat, email and voice. Cons Would like greater interaction with account managers. We want to get the most out of the software but for the most part we have to figure that out on our own. Alternatives considered [Salesforce Marketing Cloud](https://www.capterra.com/p/248536/Salesforce-Marketing-Cloud/) Reason for choosing Zendesk Suite Price, better support functionality Switched from [SugarCRM](https://www.capterra.com/p/231638/SugarCRM/) Lack of functionality in Sugar Review Source RM Romario M. Customer Service Agent Human Resources Used the software for: 6-12 months ### "Best professional live chat platform I've used" June 16, 2020 5.0 Overall, I can say Zendesk is a good Professional and intuitive platform that makes online Customer service experience easier and more seamless from the interface to the features and functions. Pros As an online Customer Service agent I loved using Zendesk, I was predominantly a live chat agent so of course, Zendesk chat was ideal for the needs of our customers. I particularly liked the saved reply feature, I could easily select a saved reply, personalize it, and then reply in a timely manner to customers. Additionally, the notification sounds were hilarious, when a new chat came in I'll be alerted in style, I also liked the fact that you could choose from several notification sounds. Zendesk chat kept me on top of my game aiding me to own my skills, even juggling between 5 chats at the same time ensuring that all customers get a timely response and as mentioned above the saved reply feature was a lifesaver. Cons I realized that Zendesk was a bit slow especially when a lot of persons within the organization were using it at the same time, I would experience lags from time to time even though I had a good internet connection and a powerful Intel i7 machine. I notice these lags are mostly when I'm using the live chat feature. Review Source VR Verified Reviewer Real Estate Used the software for: 2+ years ### "Solid Platform, Easy to Use and Setup" June 9, 2017 5.0 Pros Simple to setup, use and administer the system. Our agents enjoy using Zendesk and it doesn't take long for them to figure things out. The support is good and I've never had a problem resolving issues. We use Zendesk Voice which is a nice product. Cons Its not cheap but you get what you pay for. I am on the professional plan but the enterprise plan gives you light agents which is basically an agent that only talk to other agents. I think that should be offered to at the professional level as well. Review Source AS Amanda S. LIDER COMERCIAL Facilities Services Used the software for: 1-2 years ### "Otima Ferramenta Para Atendimentos" May 12, 2023 5.0 Pros Ferramenta excelente. otimo custo e beneficio Cons Programa excelente sem reclamações gostei muito Review Source VR Verified Reviewer manager Internet Used the software for: 6-12 months ### "Very good program" August 7, 2023 4.0 Pros I think reporting is very usefulThe program interface is nice and easy Cons He needs time to learnI'm having a hard time finding the draft Review Source AB Angad B. CEO/Founder Online Media Used the software for: Less than 6 months ### "Good Product, Bad Customer Service" July 12, 2022 5.0 We are now able to create an omnichannel experience for our customers. Pros I appreciate being able to handle customer care concerns that come up via email and Facebook messaging. Additionally, it appears to integrate with our Instagram, which is also quite useful. We briefly tried the phone and chat facilities, both of which were excellent. Cons The main drawback is that Zendesk support won't be able to assist with problem-solving if you utilize their api to configure your Zendesk instance and run into problems. However, given that they have no control over what a consumer does with their api, this makes logical. They more than make up for this by providing consultancy services to address problems like these, though. Their customer service is cumbersome and riddled with problems. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source JEA James Edward A. Chief of Staff Food & Beverages Used the software for: 2+ years ### "ZenDesk Review" June 7, 2024 5.0 Pros Powerful AI tools to support the scaling of our CX function Cons Set up was more difficult than expected early on. Review Source VR Verified Reviewer Chief Information Officer Construction Used the software for: 2+ years ### "ZenDesk has been a great asset here and elsewhere." April 16, 2018 5.0 Ease of tracking of helpdesk tickets. Pros I like the ability of the product to receive a forwarded email from a specific user/mailbox and create tickets out of it. I give my user a simple email address "help@...." and they can create their own tickets. The management of tickets is super simple which makes it work efficiently. Cons I wish you could change the statuses to custom names besides "open, pending,...etc" - would like some options for "awaiting approval" or "awaiting funding" or something similar. Review Source VR Verified Reviewer Global Infrastructure and CISO Food & Beverages Used the software for: 2+ years ### "Review for Zendesk" August 10, 2022 4.0 Pros integration with other 3rd party solutions, easy to use, user friendly Cons some GUI bugs, old display features , tab browsing is little bit old fusion Review Source Jonathan L. Classroom & Event Technology Manager Information Technology and Services Used the software for: 2+ years ### "An Excellent Customer Experience Management Software" March 27, 2020 5.0 Pros Easy to use, but also very customizable on the back end. We've expanded this from just our IT department to our our enrollment and student services, and it has worked well in every situation. Cons There is occasional confusion on email integration and how replying works from both customer & agent ends. Review Source VR Verified Reviewer Director of Customer Experience Consumer Electronics Used the software for: 2+ years ### "Zendesk is a beast of a product. Lots of customizability." June 14, 2018 4.0 Pros It's got a ton of options and features. It can be customized in a lot of ways and they're working hard on improving it. There's been a steady stream of great new features for a long time. Cons Being a beast is a blessing and a curse. If you're going to use Zendesk you really need to understand how triggers, automations, and other zendesk specific terms and features work. It's a big undertaking to make sure it really fits your use-case. Out of the box it's pretty limited in it's initial setup. Review Source SB Sarah B. VP, Director of Finance Marketing and Advertising Used the software for: Less than 6 months ### "With zendesk you will have full control of the Help desk " September 17, 2019 5.0 This cloud-based help desk service is simply brilliant. They are the pioneers of the organized organization of technical support tickets. It has an excellent integrated chat system, so that it is easy to communicate with customers. We really like your interaction tracking function. The cloud deployment provided by the zendesk platform has turned out to be quite large. This allows us to work comfortably our information without having to go to accommodation services. This is definitely a good service. Zendesk from the beginning has brought us a wide variety of customer service management features. Pros You can make call recordings. You can customize the communication system, and make email campaigns. In addition, you can do inbound marketing, and phone key imput. You can track the life cycle of each client, and their messages. Zendesk is a useful platform for all types of companies, due to its wide spectrum of functionality as a customer service management service (every online company needs good technical support management to thrive). The zendesk business team proved its worth by answering each of the questions we had about the system in record time. It's excellent. We are satisfied with the zendesk contract negotiation, since the price of the plans is very economical, and the contract is flexible with the payments. It is highly recommended for its automatic response system, which are interactive. Cons Zendesk has many shortcomings, especially when it comes to storing documents and monitoring networks. Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow. 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.