--- title: "Zendesk Suite Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Zendesk Suite. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Zendesk Suite is a good fit for you!" source_url: "https://www.softwareadvice.com/product/26892-Zendesk/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) / Zendesk Suite Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/product/26892-Zendesk/) Reviews [Alternatives](https://www.softwareadvice.com/product/26892-Zendesk/alternatives/) # Zendesk Suite User Reviews ## Reviews summary - Overall rating: 4.4/5 - Total reviews: 4,094 ### Secondary ratings - Ease of use: 4.3/5 - Customer support: 4.3/5 - Value for money: 4.2/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 2,288 reviews (56%) - 4 stars: 1,370 reviews (33%) - 3 stars: 318 reviews (8%) - 2 stars: 65 reviews (2%) - 1 star: 53 reviews (1%) ### Most mentioned pros - Zendesk Suite's ticketing system works well enough for our team, with features like customizable views and assignees making it pretty solid for tracking issues. - It’s a reliable and scalable platform that simplifies customer support and improves team productivity. While there are some limitations in pricing and advanced configurations, the benefits in usability, automation, and performance tracking make it a strong choice for customer service management. - Overall, Zendesk suite serves as a robust and scalable support platform centralizing mulit-stakeholder support, improving response times through automation and self-service capabilities supported with analytics to report on support metrics. ### Most mentioned cons - In some cases, the application feels a bit sluggish and takes more time than it usually does to load the complex dashboards or go through huge amounts of historical case details. Plus, the automation logic behind Zendesk has been hard for me to get my head around. - The amount of time it took to get everything situated and rolled out took longer than I anticipated however that could be my own miscalculation. - They do a terrible job of screening for junk and spam letting a significant numbers of spam and malicious messages through and flagging real customer message en masse after each update. ## Zendesk Suite customer reviews Showing reviews 1-25 of 4,094 (page 1). ### Good for Keeping Customer Requests Organized - Overall rating: 5/5 - Reviewer: Swetha C. - Verified reviewer: Yes - Industry: Automotive - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros I liked having customer messages and support requests organized in one place. It was easy to see who was handling a ticket, check previous conversations, and follow up without losing the context. Email notifications and ticket status updates were useful too. #### Cons The interface could feel a little busy, especially when there were a lot of tickets. Some settings and filters were not very obvious at first, so it took some time to get comfortable with everything. --- ### Getting started with Zendesk from scratch - Overall rating: 4/5 - Reviewer: Leonardo S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. As a self-taught Zendesk Admin, having an engaged community that supports one another made it easier for me to understand the Zendesk Suite and provide quick and efficient support to customers. Especially in LATAM, where WhatsApp is widely used, the native integration with Meta makes all the difference. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Excellent customer support platform, making it easy to centralize service channels (such as email, WhatsApp, Instagram DM). The integration possibilities also make a difference, making it easy to incorporate other third-party channels. #### Cons Many simple but useful features are left out in order to focus on new products. The community provides constant feedback, but with a focus on AI features, the Zendesk team has not tried to improve the experience of existing products (except for UI improvements). #### Reasons for choosing Zendesk Suite Support history, native channels, integrations --- ### Zendesk works, but the subscription based model is outdated - Overall rating: 3/5 - Reviewer: John J. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2026 - Review source details: This review was submitted organically. No incentive was offered I have cut down my usage of zendesk suite quite a bit. Because of the inital complexity, and the Forever, forever, ongoing cost, we are building our own internal crm system that does the same thing, but we will outright own it forever. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 2/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I do like how it funnels all contact channels into one central platform, 'bringing it all together', which really helps with customer care. #### Cons Like so many others today, I do not like the subscription based model. The features work pretty well, but still, there was a steep learning curve for it. --- ### Not as good as it used to be - Overall rating: 2/5 - Reviewer: Richard B. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered We have used Zendesk since the early days, when it was geared towards small businesses. It was a leader at the time, but has since been surpassed by other similar suites. Unfortunately, moving away from it is far from simple - we are locked in. So many basic feature requests have been ignored in favour of those supporting larger organisations. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 2/5 - Customer support: 2/5 - Functionality: 3/5 #### Pros Helps us keep customer support issues organised and provides a means to publish our help documentation. #### Cons There are so many missing features that it's hard to pick. Top issue is that the Support views (of tickets) do not automatically refresh. This has been requested for 8+ years. In 2026, you still have to refresh the browser page to see new/updated tickets! #### Reasons for switching to Zendesk Suite Because FogBugz was changing from free to paid (I think) --- ### Easy to Use Platform for Customer Support and Communication - Overall rating: 4/5 - Reviewer: Tushar G. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered My overall experience with Zendesk Suite has been positive. It has helped improve communication with customers and made it easier to track and resolve support requests. The setup process was smooth, and the platform provides useful features for managing emails, tickets, and team collaboration. It offers good value for organizations looking for a centralized customer support solution. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Zendesk Suite makes it easy to manage customer conversations from different channels in one place. The interface is straightforward, and the ticketing system helps keep requests organized. The reporting features and automation tools save time and improve team communication. #### Cons Some advanced features take time to configure, and the pricing can increase as additional functionality is added. New users may need some training to fully understand all available options. #### Reasons for switching to Zendesk Suite We switched from Freshservice to Zendesk Suite because it offered better ticket management, stronger automation features, and a more flexible customer support workflow. It also made it easier to manage customer communication across multiple channels from a single platform. --- ### Zendesk for Ticket Tracking and Functionality - Overall rating: 4/5 - Reviewer: Alexandra V. - Verified reviewer: Yes - Industry: Wholesale - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This review was submitted organically. No incentive was offered Zendesk has been a great value-add to our organization. We have multiple functions operating within the platform, and it has increased our efficiency and tracking capability. We have greater insight into the inquiries our team receives, and we find the #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Zendesk is a great platform to track projects and inquiries. It is packed full of features and analytics, and is relatively easy to deploy and utilize. We are able to handle multiple inboxes, track SLAs, and retrieve information from prior tickets efficiently. #### Cons Zendesk has a lot of great functionality, but it comes at a cost. For organizations with a tighter budget, it might be hard to justify the price for Zendesk compared to other more budget friendly platforms, especially if you don't need all the bells and whistles. #### Reasons for choosing Zendesk Suite Zendesk was relatively cost-comparative to other platforms and was packed with features that we can roll out over time. --- ### Good Ticketing System That Offers Good Perks - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. An overall good experience which gives you several options/abilities to make resolving tickets seamless. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ability to add/track time spent on tickets, tagging other agents on tickets, and merging tickets if needed. #### Cons Tickets can sometimes get stuck in "Suspended" which requires you to add the user who sent the ticket within the suite itself. #### Reasons for switching to Zendesk Suite For more efficiency and task/time management. --- ### Zendesk Suite: Pretty solid support hub - Overall rating: 5/5 - Reviewer: Victoria H. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered I’ve been using Zendesk Suite for a while, and the automated ticket routing that assigns tickets to the right agent based on skill tags has saved me hours. It’s like having a smart dispatcher that drops the right ticket in the right queue, keeping my team on track. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The macro automation feature lets us stitch together ticket responses in a single click, cutting our response time dramatically, and the reporting dashboards give us clear visibility into agent workload. #### Cons The documentation could be clearer on the custom trigger syntax and the pricing tier for high ticket volumes feels a bit steep but the support team is usually helpful. --- ### Great choice for a ticketing system - Overall rating: 5/5 - Reviewer: Austin O. - Verified reviewer: Yes - Industry: Mechanical or Industrial Engineering - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has been very positive. It has allowed us to communicate better, track tasks, and the reporting functionality is great too. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Zendesk has been very successful for us to deploy. We went from no ticketing system to Zendesk, and it has been great for us. Easy to use, easy to support, easy reporting, great tool. #### Cons Nothing comes to mind! I have ran into issues with the product but the support has been great, and we were able to get my issues resolved in a timely manner --- ### Zendesk is great in general - Overall rating: 5/5 - Reviewer: Zainab I. - Verified reviewer: Yes - Industry: E-Learning - Company size: 2-10 employees - Product usage: Used monthly for less than 2 years - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered Overall has been smooth user experience with little to no hiccups at all great to use within the teams etc. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Really great integration, perfect work overall. Amazing desktop space easy to use and really great in general #### Cons n/a it overall has a great smooth user interface and really happy with it all. Amazing in general... --- ### Zendesk review, from someone who has been working almost 3 years with it - Overall rating: 5/5 - Reviewer: Pablo T. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It's a very good tool to provide customer support in an omnichannel way, it's easy to use and quick to start doing some amazing quality work. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This is a platform that will help in a easy-to-use way to provide the best customer support that you can provide, considering omnichannel features and an optimization that can be complemented through developments and applications available through their own marketplace (most of them for free). #### Cons It could work better about taking less time considering opinions from the clients and not only pushing what they think might help the community. I have provided recommendations that to this day (almost 2 years) still haven't got answers. The platform itself can be improved by your own hand, but there are minimal issues that could be improved by the [sensitive content hidden] of the app and they are busy working on AI instead of fixing some small issues that could help tons. --- ### Efficient and User-Friendly Customer Support Platform - Overall rating: 5/5 - Reviewer: Sonu P. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with Zendesk Suite has been positive. It’s a reliable and scalable platform that simplifies customer support and improves team productivity. While there are some limitations in pricing and advanced configurations, the benefits in usability, automation, and performance tracking make it a strong choice for customer service management. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Zendesk Suite is very user-friendly and easy to set up. I liked how it centralises all customer interactions (email, chat, and tickets) in one place, which improves efficiency. The automation features, reporting dashboards, and integrations with other tools are also very helpful for managing workflows and tracking performance. #### Cons Pricing can be quite high, especially as you scale or need advanced features. Some customisations and reporting setups are a bit complex and require time to learn. Also, occasional delays in customer support response can be frustrating. --- ### Zendesk helps a lot. - Overall rating: 5/5 - Reviewer: Tatsiana K. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. In some cases, the application feels a bit sluggish and takes more time than it usually does to load the complex dashboards or go through huge amounts of historical case details. Plus, the automation logic behind Zendesk has been hard for me to get my head around. Without knowing how the process works before trying to set it up, sometimes setting up triggers and automating some processes can seem a little complicated. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Zendesk's functionality to quickly move from the Live Chat section of the application to the Quality Review Screen (QRS) section, allows me to remain focused on what I was doing while still providing me an opportunity to evaluate myself and coach my agents based on their performance. #### Cons In addition to being able to view both email and chat communications on the same screen, I can also have one screen open at all times that provides me with the capability to review my own performance as well as provide feedback to my agents on how they are performing. --- ### Intelligent, All-in one support software - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Entertainment - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great! Simple enough when you spend enough time in it. It has all the customization that our teams need. I would like to see less add-ons for premium features but a lot are added in with the Enterprise Suite. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Functionality: 5/5 #### Pros As an admin, the interface is user friendly and straightforward as well as the training and certification modules they have. Triggers, macros, automations are all great tools for all of your support needs. The customization of being able to add custom apps via API along with pulling other information is simple. Their customer support team is top tear and always quick to respond. #### Cons They are moving very rapidly in terms of development. Products like Zendesk Ultimate AI is very new and being updated weekly. Sometimes that comes with downsides like not having the most up to date articles. --- ### Versatile and Reliable Customer Service Solutions - Overall rating: 5/5 - Reviewer: Graziana C. - Verified reviewer: Yes - Industry: Retail - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Zendesk has created a solid and effective customer communication, ensuring that all customer requests are centralized The tool creates a robust and structured support to customers, ensuring easy business continuity #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Zendesk is powered to bring all the customer support solutions together, with an organized interface The ticketing system is brilliant, with robust prioritization capabilities #### Cons I dislike the complexity of Zendesk, more so when setting up the tool The price for Zendesk is above what competitors offer or charge --- ### Solid CRM Solution - Overall rating: 5/5 - Reviewer: Drew L. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 201-500 employees - Product usage: Used weekly for more than 2 years - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered It's been great, been using it for quite a few years, and I dont really have any major complaints at all. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Zendesk suite is easy to use, and is one of the best CRM platforms out there. They have been around forever, and are easy to setup, and it's full of features. Customer support is solid, and its a great value for the money. Helps with sales management and email. #### Cons It can be complex to set up depeneding on how large your environment is, and what other products you need to integrate with it. --- ### Zendesk for small and midsize teams - Overall rating: 4/5 - Reviewer: Michelle D. - Verified reviewer: Yes - Industry: E-Learning - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered Great - it's a such a robust program very stable, no tech issues, and it has been very easy to onboard team members set up macros and build a knowledge base #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros UX is great. The help center/ knowledge base is easy to use and customize, explore is excellent though the filters could be a little more user friendly. #### Cons The options for smaller teams are not great in terms of features/ pricing. It's missing some key features like in platform DMs and AI ticket summary. --- ### Solid Customer support tool - Overall rating: 4/5 - Reviewer: Parsa G. - Verified reviewer: Yes - Industry: Retail - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2025 - Review source details: This review was submitted organically. No incentive was offered Great experience. It was very easy to use and customize, as well as training less technical staff on how to efficiently work with the tool. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Very easy and convenient to use tool. Supports many customizations and allows for editing/adding filters. Was the main tool for communications and supports with clients and track the progress. #### Cons Not much to mention. I would say implementing AI assistants is inevitable these days and this part could improve further more. --- ### It does the job well. - Overall rating: 4/5 - Reviewer: Dennis d. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: Self-Employed - Product usage: Used daily for less than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The overall experience has been quite positive. As I said above, there's very little lacking in any area for a clean and easy solution. Some other solutions offer more features but often more features is not always what I want if they don't work well. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I really like the help desk / ticketing features and it's very easy to use once it's all set up and deployed. Even the deployment and initial configuration is pretty straight forward. #### Cons There's not a whole lot that I don't like about Zendesk's products. Sometimes, in the past, I found it lacking in the reporting department. Especially when it comes to the ticketing side. --- ### Good help desk system - Overall rating: 5/5 - Reviewer: Victoria H. - Verified reviewer: Yes - Industry: Insurance - Company size: 51-200 employees - Product usage: Used monthly for less than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with Zendesk suite was good. I would recommend others to use it as well as it works good. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I liked most about Zendesk weight is the ability to login and create tickets, it was not hard to do #### Cons I don’t recall her being anything I liked least about Zendesk Suite . I can’t say I had any complaints. --- ### Zendesk from experience - Overall rating: 4/5 - Reviewer: Simranjit K. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: October 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It does work as intended and provides day to day help to manage IT operations and helps to manage tickets in efficient manner #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Knowledge base is so good as compared to other platforms and ease of useis quality that is helpful for small and big orgs #### Cons less features as compared to so many other apps and adaptability options based on company needs are limited --- ### ticketing system - Overall rating: 4/5 - Reviewer: Jobin J. - Verified reviewer: Yes - Industry: Computer Software - Company size: 1001-5000 employees - Product usage: Used daily for less than 12 months - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The ticketing system is well structured, and the automation features help save time. The reporting tools are useful for tracking team performance and monitoring overall efficiency. #### Cons The initial setup can take a bit of time. Some advanced features also require a solid learning curve to be used effectively. --- ### A Great Overall Solution for Managing Customer Queries - Overall rating: 4/5 - Reviewer: Inamari N. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used weekly for less than 12 months - Reviewed: November 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros I really like how straightforward Zendesk Suite is to use once you get familiar with it. The interface is clean and easy to navigate, and it keeps everything in one place, which makes handling customer queries much smoother. The ability to customise workflows and automate parts of the process is especially helpful, and the reporting tools make it easy to see what’s working well. Overall, it feels reliable and well thought-out. #### Cons Some of the more useful features are only available on higher plans, which can be a bit limiting. Setting everything up initially takes a bit of time, especially if you want to get the automations just right. --- ### Sound backbone to our support functions - Overall rating: 5/5 - Reviewer: Phillip K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros I adored Zendesk intelligent ticket selection with automated assignment by skill set and by workload so my team never missed serious problems and the response time across channels of support shot through the roof. #### Cons The user roles and permissions felt too restrictive, and that adding new agent groups necessitated using multiple separate admin panels. --- ### A veteran in the Customer Support category - Overall rating: 4/5 - Reviewer: Sean C. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used weekly for less than 12 months - Reviewed: November 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's one of the first customer support tools I used. The platform changed over time, and it's AI-focused (no surprises). #### Ratings breakdown - Ease of use: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros It has a lot of integrations and tools, reports/analytics are thorough, and the UI is intuitive. It improved over the years (but not by much). #### Cons It can be expensive for a small business, and ironically, their own customer service is not always available. ## More reviews [Next reviews](https://www.softwareadvice.com/product/26892-Zendesk/reviews/?page=2) --- Zendesk Suite Reviews, Pros and Cons - 2026 Software Advice