# Page 41 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 41 - 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 41 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1001-1025 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use aG akshat G. consultant Financial Services Used the software for: 1-2 years ### "amazing software" January 10, 2023 5.0 overall experience is good, have used other crm tools as well but this one is more user friendly and modern. daily base needs made easy and less time consuming at the same time Pros a great CRM tool which enables to manage task easily and effectively. chats are seemless and connecting with someone is hassle free. resources are also there to help you navigate Cons since the tool needs to be understood properly for better consumption, its bit time taking. Review Source HG Harmeet G. Risk Underwriter Financial Services Used the software for: Less than 6 months ### "Great functionality and ease of use" July 28, 2023 4.0 I have enjoyed using Zendesk and its much better than google email I used to use daily for communication. Pros The tracking and notification is important for my role and I really like the fact that it can connect to my Slack App where I get notification of emails either from a customer or from my colleagues. they can also send me private notes within the email to provide me with any essential information. Cons I use a lot of templates in my emails and so I wish there was a way to upload template emails that I could pick from and use within Zendesk Review Source RY Robbin Y. Accountant Machinery Used the software for: 2+ years ### "Helped us keep track of our responses." May 17, 2018 4.0 We were able to streamline our responses to our customers in need of service, keep track of each issue the customers had and log the information into our customer files. Our response time decreased and our customers were happier with a shorter wait to fix their issues. Pros Before Zendesk we really had no protocol on how we kept track of our response to customers needing phone service. Zendesk helps us keep track of our responses and sends an email to the customer with a log of the conversation they had with out service techs. Customers can respond to those emails to ask further questions/get more help or let us know if they were happy with the service they received. Cons Overall I don't really think there was much I did not like about the software, however we have not used any other service software to be able to compare it. Review Source VR Verified Reviewer Associate Community Manager Real Estate Used the software for: 2+ years ### "Efficient Communication and Customer Service Tool" May 14, 2019 4.0 Pros The Zendesk platform has been used by two separate companies that I've worked with for customer service communication. Overall, it's an effective method of soliciting questions and feedback in a way that allows for efficient response management. There's no reason for a customer to fail to receive a response or to receive duplicate responses, as might be the case with a customer service email address. Cons The main issue I have is that Zendesk isn't integrated with industry software that I'm required to use every day. It can be very tedious to swap between a dozen different platforms depending on the task at hand. If you do have the option to build customer service tools into your proprietary software, I would suggest doing so. Review Source VR Verified Reviewer Helpdesk Escalation Technician Used the software for: 2+ years ### "Great Tool for Managing incoming customer requests" July 10, 2018 4.0 Allowed us to increase our response time with our clients. Pros Love that we are able to bring in several different platforms into a very manageable queue system. It really adds helps in making my workday more efficient. Cons We've experienced downtime when using this software due to issues with the site which for us caused large delays in us being able to respond to customer inquiries in a timely fashion. Review Source VR Verified Reviewer Costumer Support Consumer Services Used the software for: 1-2 years ### "One of the best helpdesk out there!" September 30, 2020 5.0 I use Zendesk every day as a customer support to answer customer's tickets. Really easy to navigate and learn, and one of the best helpdesk out there. Pros \-Basic function of replying customer (macros, internal note, plugin, live chat) is working well. -The ability of opening multiple tickets on one window is really helpful. -Smooth, no lag or long loading. Cons \-Opening multiple tabs is really helpful but it's a RAM eater. If possible, don't open many tickets at once. -Not a fan of pay more buy adding more user. Prefer a subscription based because it's more fixed and planned. Review Source Carine Sylvie T. Remote administrative assistant Consumer Services Used the software for: Less than 6 months ### "#1 Customer service" October 30, 2023 5.0 Pros As a virtual assistant, I'm in charge of customer management for my company. It enables me to manage customers by livechat, e-mail and voice. Cons I had a little difficulty mastering the interface at first. Review Source Gabriele M. Travel Support Specialist Leisure, Travel & Tourism Used the software for: 1-2 years ### "Improvements Needed but Good Experience Overall" December 5, 2018 3.0 Using Zendesk everyday both for internal communication and for contacts with customers. Overall the experience is positive but could be much better with improving some specific features as mentioned above. Pros The possibility to give different statuses to tickets makes it easier to keep track of emails and correspondence. Also like the feature that allows to (re-)assign these tickets to different peers. Cons \- Not easy to forward emails. - Design is not very catchy. - Extension Zendesk Talk is not easy to use (difficult to add contacts and not possible to have two calls at the same time) Review Source VR Verified Reviewer Senior Manager - Customer Support Information Technology and Services Used the software for: 2+ years ### "Great quality product" December 31, 2019 4.0 Overall experience has been good. We primarily use "ZenDesk Support" and it provides us all the required capabilities. Pros Diverse feature set and a software full of capabilities. ZenDesk is a professional software and provides you a great platform to serve your customers. Cons Customer Support could have been better. Response times are generally slow and multiple follow-ups are to be made to get a response, at times. Review Source Shirin E. Co-founder & Cloud Systems Engineer Used the software for: 2+ years ### "Powerful and yet simple to setup chat software for intense chats that may span many interactions" May 15, 2018 4.0 We were able to increase customer satisfaction by giving real time support for our VPN software product. The chat connections were very stable and reliable even when our clients would click away from us and turn on their VPN which would affect their IP address. We also understood what part of the world chats were coming from which explained language barrier issues that we may encounter Pros The software allowed pre-programmed responses that would save our agents much time when dealing with clients. It was overall easy to configure and use and it saved many clients as they didn't have to wait for responses back to emails. Cons This is no longer an issue but back when the software was owned by Zopim, it ran on flash ( years ago ) which would sometimes cause performance issues in my browser. This is no longer an issue . Review Source OB Othmar B. VP Marketing Business Supplies and Equipment Used the software for: 2+ years ### "The easy ticketing system" December 5, 2019 5.0 We utilize Zendesk as our core CRM and ticketing solution for email, chat, text and analytics Pros The open source and compatibility with common CX tools. The low cost / high value is a substantial factor as well Cons Service is not as great and difficult to get help if needed. Reporting is also not as easy to set up as advertised Alternatives considered [Oracle B2C Service](https://www.capterra.com/p/136659/Oracle-Right-Now/)[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 capabilites Switched from [Astute eLearning Platform](https://www.capterra.com/p/150547/Astute-eLearning-Platform/) lower cost, more capabilities and easy to integrate Review Source Daniel T. Diseñador Instruccional Experto Elearning Used the software for: 6-12 months ### "Software to keep your customers happy" June 20, 2018 4.0 The use of the software has improved the customer service time, in addition there are records and reports of the most common failures to improve the strategies. It also has a history of all tickets attended to solve major problems. The best thing is that they are updating the platform to incorporate new attention functions. Pros The best thing is that the system centralizes all communication channels clients, to manage the service, from an email or a chat, you can follow up on the problems of the clients and their timely response. Cons The free plan has some limitations to explore all the functions, but once you pay the plan that suits your company, you can verify that it is worth the investment, since you will serve the clients in a more efficient and faster way . Review Source VR Verified Reviewer VP & Director - Sales and Marketing Computer Software Used the software for: 2+ years ### "We've been using Zendesk for our customer support requirements, overall, excellent experience." February 15, 2018 5.0 Provides a great cloud-based solution to support our customer base. Pros Very intuitive to use and set up, our customer base is very complimentary of our support solution. Provides a great user interface and an important interface to our customers who require support. Easily customizable to our requirements. Cons The initial administration log-in can be confusing if you're not familiar with the software. Review Source NG Natalia G. Propietario Telecommunications Used the software for: 2+ years ### "Mi experiencia con Zendesk" November 24, 2022 5.0 Pros El software es muy fácil de usar y las llamadas son de alta calidad. Cons Cualquiera puede usar y adaptarse a este software no tiene ninguna dificultad. Review Source DAM Daniel Alejandro M. Used the software for: 2+ years ### "The perfect tool when working with costumer support" July 12, 2018 5.0 Pros This great looking app just makes my work so easy. Easy in every way as it allows me to always be in touch with the clients almost in real time. I love the fact that is so easy to create, ask, share and report work tickets. For me, this has been the greatest costumer service software I've used. To be able to also enter my coworkers tickets and take a look at their work and the way they respond has helped me improve a lot. I can also merge tickets, send emails, listen to voice phone messages... You name it. Works great and makes my work so easy to do and improve. Love this app. Cons Well it would help a lot to do most of the things that I can on the computer on my phone. Is not a 100% functional if you compare both, and this is something to think about. Review Source VR Verified Reviewer Software Developer Computer Software Used the software for: 6-12 months ### "Zendesk is a saviour when it comes to customer support" November 10, 2022 4.0 I am happy with the overall experience. Pros Provide cross-channel support to customers and easy-to-use tools to your agents that scale as your business grows. It's easy to combine with Jira and use. Cons Nothing at the moment. I am satisfied with the overall experience. Review Source Missy S. Systems Administrator Telecommunications Used the software for: 6-12 months ### "Must have software for a busy body" July 25, 2019 5.0 I was having issues keeping up with my work, I guess you could say I am a fixer. If its broke or doesn't work, I'm the person you call. I am the only person in my department, so I was getting post it notes, calls, chats, texts, even people stopping me in the hallway telling me something they needed fixed. With over 70 employees it was a lot. I often lost a post it note or forgot that so and so said in the hall this wasn't working. With Zendesk I just create a ticket and viola its there until I get around to it. No more lost notes or forgetting what someone said. Pros What I love most about this software is the ease of access. You can use it via computer or via app on a tablet or cell phone. Cons I would say its a con, its just that the tickets go away after a certain amount of time so you have to go search for them. Review Source Christen S. IT Helpdesk Higher Education Used the software for: 2+ years ### "We Love Zendesk " October 17, 2018 5.0 Pros We use this software for our Helpdesk system at my university. The ease of use and features are what we enjoy the most. Even the most technology challenged individuals can use Zendesk with ease! Cons One time we had hackers send over 80,000 emails to Zendesk and we had to delete them all one by one. WE called Zendesk but there was no way to mass delete so that was frustrating. Review Source DC Daniela C. Analista administrativo Facilities Services Used the software for: 1-2 years ### "Avaliação zendesk CIEE" October 5, 2023 5.0 Os atendimentos dos chamados são mais ágeis,a inclusão de informações para abrir o chamado e muito simples e bem intuitivo. Pros A facilidade para utilizar o produto, e muito simples e intuitivo Cons Não tenho nada contra, o zendesk atende muito bem as necessidades do serviço de chamados Review Source VR Verified Reviewer Technical Operations Director Telecommunications Used the software for: 1-2 years ### "A versatile ticketing system to meet many business needs..." March 7, 2019 5.0 Pros Zendesk allowed us to immensely improve our support ticket workflow. Previously our process made it very difficult to keep accurate records of incidents and generate reports against them. Now we are able to manage our support traffic in-flows, assign them with a few clicks, monitor progress to solution, and generate insights to improve our support performance. Cons We did want to try and integrate this with our existing VOIP phone system, but found the integration to be a little less than useful for what we were trying to achieve. Review Source Gioacchino T. Studente Universitario Information Technology and Services Used the software for: 6-12 months ### "Qualità con compromessi" August 14, 2023 4.0 Essendo uno studnte universitario, ho potuto usufruire della suite di Zendesk in un'azienda dove ho fatto tirocinio. Molto complesso all'inizio ma, con i tutorial del mio superiore, ho potuto cavarmela nell'ambito della chat e help desk con i clienti. Consigliato per uso professionale. Pros Amplia Suite per igliorare l'esperienza con il cliente per le aziende Cons Molto complesso e non semplice per i novizi Review Source VR Verified Reviewer Founder & COO Marketing and Advertising Used the software for: 2+ years ### "Great software for client communications...as long as clients are okay with it!" November 28, 2018 5.0 This tool made it really easy to manage over 50 clients at a time and direct the inquiry to the right person. The ability to have internal notes / external notes and control over that was cool too. Pros Really loved the ability to set automations and rules. Cons The software is really built for customer service but we used it for client communications. Clients were sometimes unhappy w/ the formatting / ease of use on their end. Review Source VR Verified Reviewer IT MANAGER Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "Excellent Suite of helpdesk tools" December 11, 2023 5.0 overall, an excellent piece of software that has proved to be very useful. Pros i love how efficient this makes our team, it allows us to reassign tickets to each other and quickly and easily track what has exceeded its SLA. Cons the pricing model could be a bit better. you have to go for quite an expensive plan to get basic functionality. Review Source VR Verified Reviewer Digital Marketing Specialist Marketing and Advertising Used the software for: 1-2 years ### "A better experience for your customers" December 6, 2019 5.0 However it is a very recommended tool to support your customer service experience. Pros Very helpful in reaching out your customers. Its live chat and messaging help us to get in touch with our customers and vice versa. Customers no longer need to email us when they visit our website and come up with questions in their mind. Cons Not really understand is that how Zendesk works or not, but my office at that time, every time a customer say hi through our live chat feature, the message will be sent to our internal email instead of a direct chat dashboard. Review Source VR Verified Reviewer Systems Development and Operations Religious Institutions Used the software for: 1-2 years ### "Delivering support at above industry standard, made easier and fun." June 21, 2018 5.0 Pros Very customisable and allows for differing configuration according to different organisational needs - especially with product add-ons where features aren't forced on as part of the complete solution, resulting in a reasonable price point. We love the Answer Bot which allows for us to free up support manpower to focus on other tasks and projects. Cons The customisability of this product would mean a steeper learning curve for some, especially to get to optimal configuration. Also, triggers sometime may not work as expected. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.