# Page 74 | Zendesk Suite Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 74 - 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 74 - Reviews of Zendesk Suite ## Showing most helpful reviews Showing 1826-1850 of 4071 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Keith B. Logistics Used the software for: 2+ years ### "Love this as a way to communicate with customers " May 5, 2018 5.0 Pros I love that you can communicate in real time. This is so much better than using something free like Facebook message! Very good features and awesome! Cons Just like any other zendesk at times it is difficult to get support but that's ok considering you shouldn't have many issues! Review Source JM James M. CEO Motion Pictures and Film Used the software for: 6-12 months ### "Decent price and good features " July 9, 2022 5.0 Pros Amazing features, they have 100s! I use most of them, they are by far the best in this genre Cons Nothing really, price is the only negative and ease of development Review Source VR Verified Reviewer Tier 3 Technical Support Business Telecommunications Used the software for: 6-12 months ### "Zendesk Usage" November 6, 2018 5.0 I enjoy using Zendesk, it helps process ticket requests for our customers and is easy to use. Pros I like that Zendesk has so many options available to add you your tickets, make for better ticket reviews. Cons Zendesk can be hard to navigate sometimes and can be buggy. Review Source VR Verified Reviewer Sales Manager Information Technology and Services Used the software for: 6-12 months ### "Poor customer support from the Zendesk Support Team" April 9, 2019 4.0 Pros Zendesk has a clean interface and many features (maybe too many). It takes time to understand how it works and the logic behind the software. Cons During the free trial, a live chat was available for technical support and the support provided was exceptional. As soon as we upgraded our free trial to a paid account, the live chat was never available for our account and when we have an issue, we have to send an email. The Support Team replies after many hours (even to critical issues), with answers that do not solve the issue. They reply once a day (one email per day), and it usually takes about 6 days to solve an issue. Review Source VR Verified Reviewer Customer Service Executive II Internet Used the software for: 6-12 months ### "User friendly tool" November 24, 2018 5.0 Scaling our team and creating more custom solutions to help our users is only possible with Zendesk Pros Very Customer oriented tool with multi-ticketing options which is simplifying the assistance Cons I do not see any major complaints so far and I am using it every day Review Source Neeraj B. Software Developer Retail Used the software for: Less than 6 months ### "Awesome tool for helpdesk" August 4, 2018 5.0 It really helped me to keep track of all the replies sent to customers and hat logs and I can make improvements in my team t handle our customers in a better way. We can train this tool to predict possible solutions for common issues raised by customers. Pros \- Integration with my in-house products. - We can train this tool to predict possible solutions to the common problems - Easy to understand, no special training is required for staff - UI is highly interactive, users can simply report issues or share concerns - My customers are happily using it. Cons Cost per month is a bit high as compared to other helpdesk tools available in market. Review Source VR Verified Reviewer Owner Information Services Used the software for: 6-12 months ### "Wonderful" January 28, 2019 5.0 My employer implemented use of this product a year ago. I love it. So easy to search and find your trouble tickets. Pros The ability to keep track of all the trouble tickets in one organized place . Cons Have to sign in every 30 minute. I can not log in and keep it open. Review Source MH Matt H. Manager Used the software for: 2+ years ### "Zendesk is a robust chat platform." July 16, 2018 5.0 We use this software daily. This is one of the most robust and versatile platforms available. Pros Zendesk is our go to chat software. We use the platform across multiple domains to share chat resources among our digital properties. Cons The cost of chat can quickly add up when trying to add part time and casual users to help with chat. Review Source VR Verified Reviewer Staff Writer Used the software for: 1-2 years ### "ZenDesk is far and away the best solution for customer service for ANY size company." May 6, 2018 5.0 Streamlined the customer service activities. Pros This customer service platform integrates with just about any of the popular ecommerce platforms making the setup extremely easy. The ability to upload and host help docs saves the customer service team HOURS a week. Cons The support agent portal UI is fairly confusing . I understand there's a ton of capabilities but it becomes more of a hassle to setup any auto-reponders, or filters than just manually completing tasks like these. Review Source VR Verified Reviewer Client Success Manager Used the software for: 6-12 months ### "Easy to us" July 3, 2018 5.0 Pros Helps with Quality and tracks all our calls to make it easy for management to listen in and hear the calls you make. Cons Merging can be annoying when clients call in from different unrecognized numbers in the system. But thats it really. Review Source AS Andres S. Recruitment Manager Outsourcing/Offshoring Used the software for: Less than 6 months ### "Poor tool for internal communication" February 20, 2023 3.0 Pros You could add as much details to a ticket, however, it is not a good platform for internal communication between teams Cons It treates every message interaction as a a whole new ticket. It does not allow one to create group chats, or rooms easily Switched from [Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/) We never made the switch since Zendesk did not convince us. Review Source iH ingrid H. Sales Retail Used the software for: 6-12 months ### "Zendesk for customer service" September 7, 2022 4.0 it was pretty good, it was fairly easy to learn to use and worked well with other programs Pros the different methods of "closing " tickets was simple and easily laid out. Cons They would make changes a lot but with no warning Review Source VR Verified Reviewer Senior PPC Account Manager Used the software for: 6-12 months ### "Best reliable platform." July 13, 2018 5.0 Everything is a benefit! Pros This platform seems to have everything I need. Easy & clear enough platform to use that has great support. Cons I honestly can't think of anything alarming. If I had to find something, then coming up with new creatives. Review Source cH chris H. Support Engineer Marketing and Advertising Used the software for: 1-2 years ### "Zendesk or why haven't you started using the best webbased ticket system ever!!" January 24, 2019 4.0 We plan on using this software for as long as possible. We like all the features in the package. Pros Very easy to use. New add-ons add new features and customization . Tech support is amazing. Insights(the reporting feature) is a must to track trends and for future planning for your IT team. The knowledge base is another great feature for quick solutions for your team. Cons The pricing can be steep for a smaller organization but the tiered price structure more than makes up for that. Review Source VR Verified Reviewer Customer & Account Service, Research & Writing Computer Software Used the software for: 6-12 months ### "Zendesk for customer service and programmers" January 20, 2019 3.0 We have a live chat on our site and this fills the need perfectly. Pros Keeps the public and internal comments very clearly marked by color. If it's yellow, it's internal. Cons Some of the more advanced features you need programmer skills to even understand. Review Source VR Verified Reviewer Growth Marketing Strategist Used the software for: 1-2 years ### "The standard for customer support - but competitors have emerged" May 29, 2018 4.0 It totally organized the way we track, follow up, and resolve support issues within our company. It is the standard when it comes to support, and blaze the trail for many other systems. Pros The standard ticketing systems for easy tracking of support requests. Integrates with the major CRM system. Cons Can be very expensive and is not a system that will be changing much is the future. The platform itself is known to be at its "end of life" in terms of platform innovation. Review Source EB Emily B. Payroll Specialist Insurance Used the software for: 6-12 months ### "Great Program for Customer Service" December 14, 2018 5.0 Overall Zendesk is extremely useful as a customer service program, it comes through on the things you really want when it comes to making tasks easier and much more organized. Zendesk has definitely improved our own service. Pros Zendesk has made the office work at my place of employment 10x more organized. Their ticket system is very clean and preserves each employees accountability. I absolutely love the macros feature and the ability to add task lists to a ticket, these features help keep all tasks organized and save time on having to type the same email a million times. Cons They don't have the most responsive customer service and they aren't the most helpful either but this is by no means a deal breaker. Other than that my only complain is that emails occasionally don't make it to the recipient but this might also be an issue with our security settings. Review Source VR Verified Reviewer Customer Advocacy Manager Computer Software Used the software for: 2+ years ### "Lightening fast support" July 5, 2018 4.0 Pros Allow our team to deliver lightening fast support that's fun and personal. Plugs into alot of our systems and allows us to share the support tickets easily Cons Conversational marketing is a tough space and theres alot more options like Drift coming up that are more popular Review Source VR Verified Reviewer Sr Demand Planner Food & Beverages Used the software for: Less than 6 months ### "Zendesk Review" September 22, 2022 3.0 Pros Zendesk is a great tool to assign and solve IT tickets. Cons The scope of the software is pretty much same. Where no new tasks can be assigned to the team. Review Source MH Melissa H. Training Health, Wellness and Fitness Used the software for: 2+ years ### "Very pleased with overall functionality" June 21, 2022 5.0 I had a great experience with Zendesk Pros I liked the personal customizations and overall functionality from macros to the knowledgebase. Cons Occasional delay in response from Zendesk CSR, but nothing horrible Review Source Casey L. Ecommerce Strategist Marketing and Advertising Used the software for: 6-12 months ### "Half Baked Chat Platform" April 25, 2019 4.0 Pros The free version can get the job done. If you're not using the other Zendesk products however, then there is little incentive to keep Zendesk chat. Cons No automation or other rich features built in. Boring to use back end interface. Review Source MJ Miriam J. Recruiter Computer Software Used the software for: 1-2 years ### "ZEDESK is GREAT!!" January 24, 2019 5.0 Pros The easiest most straightforward system I have EVER used. Many ways to search information needed, super easy to set up custom templates for client calls. Customer service was responsive when needed to get a hold of. Cons Sometimes Zendesk would log you out of your phone and you wouldn't be able to paste correct caller ID, which the system is supposed to automatically do for you. However, when these issues were occurring and ongoing, we were able to reach Customer service. Customer was responsive, however when your company is depending on accurate information, it's hard to wait an hour on hold or have to wait hours to day before you get an answer. Review Source Ilysse R. Project Manager Marketing and Advertising Used the software for: 6-12 months ### "Strong support, but expensive" February 17, 2022 4.0 Pros Zendesk was easy to implement and to integrate with other software. Cons We found that Zendesk was a bit expensive. Review Source GS Gizzell S. care agent Consumer Services Used the software for: 6-12 months ### "Zendesk" July 14, 2022 5.0 My overall experience has been great Pros I like that the software is easy to navigate and I never has issues with Zendesk. Cons There is nothing I dislike about Zendesk Review Source VR Verified Reviewer Senior Customer Experience Specialist Health, Wellness and Fitness Used the software for: 6-12 months ### "Great Customer Service Tool" May 16, 2019 5.0 Pros The functionality of the tool is excellent. Great way to quickly communicate with customers. Cons The licenses are expensive which means everyday we have to switch the profiles so different members of the team can use the system. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.