Overview
What is Zendesk Suite?
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more…
Highly Recommend ZenDesk
Zendesk Suite is a great starter ticket support option!
Zendesk - how the greatest can fall in the name of "improvement"
Zendesk Suite in a Couple of Hours
Zendesk - a powerful tool for teams hyper focused on stellar customer support
Has improved a lot on features - but needs to be consistent and be more client-focused.
Zendesk the easiest tool that helped us reach our goal in a blink of an eye!
Get help easier than your 2 minute noodles !!
Software Implementation Specialist
Zendesk: A User's Perspective
Centralise all of your support channels in one tool
Always a good decision with Zendesk!
Zendesk Suite, just the way we need it!
Zendesk makes work easy!
How Zendesk Suite Differs From Its Competitors
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Ticket creation and submission (114)9.292%
- Ticket response (113)8.989%
- Organize and prioritize service tickets (113)8.686%
- Email support (110)8.585%
Reviewer Pros & Cons
Pricing
Support Team (Foundational Support Only)
$19
Suite Team
$55
Support Professional
$55
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $55 per month agent
Product Demos
Zendesk Demo: The Basics
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.6Organize and prioritize service tickets(113) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.3Expert directory(70) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.3Subscription-based notifications(76) Ratings
Users subscribe to notifications for ticket updates
- 8ITSM collaboration and documentation(72) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.2Ticket creation and submission(114) Ratings
Users and agents can easily enter new support requests.
- 8.9Ticket response(113) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 7.9External knowledge base(97) Ratings
Customers can self-service by searching through help articles.
- 8Internal knowledge base(90) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 7.4Customer portal(86) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 7.8IVR(37) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 7Social integration(68) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 8.5Email support(110) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 8.3Help Desk CRM integration(80) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Zendesk Suite?
Zendesk Suite Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Zendesk Suite Screenshots
Zendesk Suite Videos
Zendesk Suite Integrations
- Jira Software
- Trello
- Slack
- Shopify
- AppFollow
- Intercom
- Geckoboard
- Zight
- Mailchimp
- Nutshell CRM
- Talkdesk
- Zoom Workplace
- TeamViewer
- Zoho Assist
- Seismic Learning
- Zoho Books
- Trustpilot
- Pendo.io
- Dropbox
- LiveChat
- Hootsuite
- Box
- 8x8 Contact Center
- Giphy
- MaestroQA
- Qualtrics XM for Customer Frontlines
- RingEX
- HubSpot CRM
- Medallia Agent Connect
- Salesforce Sales Cloud
- Myndbend
- Google Play Reviews
Zendesk Suite Competitors
- Freshdesk
- HappyFox Help Desk
- HelpSpot
- Kayako
- Mojo Helpdesk
- Salesforce Service Cloud
- Zoho Desk
- UseResponse
- UserVoice
- KronoDesk
- ChangeGear Service Desk
- Kustomer
- Oracle Fusion Service
- ServiceNow IT Service Management
- eGain
- Ameyo by Exotel
- Microsoft Dynamics 365
- Gorgias
- Freshservice
- Gladly
- Intercom
- Talkdesk
- Twilio
- LiveChat
- SolarWinds Service Desk (SSD)
- Pega Customer Service
- Genesys Cloud CX
- HubSpot Service Hub
Zendesk Suite Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android |
Supported Countries | 160+ |
Supported Languages | 60+ |
Security |
Zendesk Suite Downloadables
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(928)Attribute Ratings
Reviews
(1-5 of 5)Love benchmarking capabilities.
- The ability to single sign-on from a client’s instance of our software which is built on Salesforce.com
- The support ticketing functionality is very good. It is very seamless and much more streamlined than Salesforce.com which is ultimately flexible but less easy to use
- There is very good automation of escalation workflow
- With the PLUS edition, we got good analytics which are very useful. We can track self-service success and measure against benchmarks.
- The integration to Salesforce.com, our corporate CRM for ticket metrics and complete view of / reporting on our users and client accounts.
- Zendesk is a small nimble company. They are very innovative and responsive.
- I really appreciate their benchmarking. They have fifteen thousand clients and provide benchmarking on staffing, resolution time, and volume, broken down by industry, size, etc.
- The pricing is more economic than Salesforce.com cases, where you have to pay a fee per client end-user. Zendesk only charges for admins – there’s no cost for end-users – it would eat too much into our margins.
- Weaker on forums functionality, but getting there.
- They could get stronger on forum analytics. Without PLUS/ Good Data, ticket analytics was not so strong
- As a small company, there are some things they don’t do yet that Salesforce cases does
- It needs improvements in chat support, or integration to a better chat support tool.
- It has helped us scale to a large number of clients with a very small team. We have 2 people in support for 400+ clients and 1300 users with current bandwidth to scale to 500 clients / ~1600 users.
- Integration of self-service (i.e. community) with support has been particularly important for scaling.
- Online product support – submission and resolution of support requests via online tickets. We use it in lieu of Salesforce.com cases (our CRM) which is used as the product support system by the other product group at our company.
- Client self-service via forums, community. We use it in lieu of Lithium, which again is used by the other product group at our company.
- Client submitted feature requests. We use it in lieu of Salesforce.com Ideas, which is used by the other product group at our company.
- Implemented in-house
- Online training
- Self-taught
- Our own SAAS product, a Force.com based application
- Our corporate CRM Salesforce.com
- GoodData
- Screener
- A good chat support tool (if Zendesk doesn’t improve their own)
- Potentially our phone system.
Eric's Zendesk Review
- It's easy to use.
- Triggers / Automations.
- Message the techs and clients.
- Performance metrics.
- It doesn't do asset tracking.
- Business hours are inflexible
- The SLA breach views on the left side consume too much real estate.
- 99% customer satisfaction... There is no $ value to that, but at least we know the business is satisfied with the level of service they are receiving.
- Increased productivity because support providers don't have to sort through messages anymore.
- IT helpdesk.
- Inventory.
- Facilities.
- Implemented in-house
- Self-taught
- I would like to merge it with SharePoint once I have that system online.
Zendesk from the bottom up.
- The product's API is really responsive and pretty robust in it's endpoint offerings.
- The ability to work in multiple views/lanes for our team is paramount.
- Automations are heavily used.
- It is quite slow in the new interface.
- There are bugs with the new interface.
- There is some feature regression with the new interface.
- Sometimes the alert that another user is viewing the ticket breaks.
- Our SLA agreements are spot on and easily tracked with Zendesk.
- We use the API to integrate our core app with Zendesk so that tickets are created automatically when we see actionable conditions in our app.
- We have subject teams that have their own views and lanes for support.
- We use the API to report on performance and other action items.
- Implemented in-house
- Online training
- In-person training
- Self-taught
- New Relic's core app.
- Salesforce in a more robust format than their official app.
Zendesk. Simple, Smooth, and Powerful
- Organization: it helps to keep everything where you need it, as you need it. With different views for you, your group, your organization etc.
- Customization: Zendesk is fully flexible for anything you need to to do. You can create trigger (action based) or automations (time based) to act on almost anything you need done.
- Support: Zendesk's Support team is phenomenal, you have forums that they actually talk on, you have a direct chat line which they actually reply on, and you have a PERSON! you can call who knows their product, and if they cannot fix it they get someone who can. Yes i have even had a developer get on the phone with me to fix and issue with MY CODE for Zendesk.
- Ease of Use, I have taught Zendesk to them all, from the smartest people to the not so smart people, and it's easy for them to grasp and more than that... It is easy for them to RETAIN!
- It comes with full integration with multiple tools from multiple departments such as Jira, SalesForce, Pivotal Tracker, etc... Apps for time tracking, project management, reporting, etc.. And if it doesn't integrate with your software you can built your own integration tools.
- I'll stop with this last point, but the most important point. Zendesk is extremely customer friendly. Each user can get their own account, in which they can view ALL their open, pending, closed, and even tickets they're CC'd on. It does not stop there. If they are a frequent customer you can set it up so that a manager can view all of the tickets for his entire organization. It comes with a forum, a knowledge-base for internal and External use and more.
- The only issue I have with Zendesk is they do not always give you a set date for the release of new features.
- Zendesk will optimize your HelpDesk, Support team, or any team really to get organized, stick to what they are doing, stay focused and make it all smoother and easier for them in the process.
At Johnson Business Technology Solutions I have molded Zendesk into a HelpDesk tool for our Desktop guys, an Escalation tool for our System Engineers, and a project tracker for both.
- Disorganization.
- Loss of work.
- Time Tracking.
- Project Tracking.
- The break or loss of communication between multiple departments.
SpiceWorks - This was a freeware program that i had used in the past, it was primarily built for monitoring and they just added other additions such as the Help Desk and the Inventory. Like many other freeware programs similar to this, you run into the fact that it was not built as a HelpDesk tool and so the designers main focus was not on this tool. Over time the Database becomes very bogged down and slow. As well, their are a lot of key features and customizations missing in this product. Also, when the Network Monitor would kick in, the program would become virtually unusable due to all of its resources were pushed off to the Monitor. This is a prime example of "You Get What You Pay For."
SalesForce- Salesforce has a section with HelpDesk Tools, and they claim its for easy integration with your sales and marketing team, but like with Salesforce you run into the fact that SalesForce is a Sales and Marketing tool, it is not a HelpDesk tool. So once again they focus more on the sales and marketing stuff and not so much on the HelpDesk side of things. Now it is a great thing to have when your sales and marketing team have such a tight integration with your support or HelpDesk team, so that they can see the current issues with the products as well as which customers have the most and least amount of problems for recommendations. But from a HelpDesk perspective there just is not enough there; you miss out on better reporting, and what reporting you do get, it takes someone trained on it to find what they want and get it to look right for a presentation or meeting. NOT TO MENTION Zendesk has full integration with Salesforce, so your HelpDesk team gets what they need, and it exports only what the Sales and Marketing team need.
- Implemented in-house
- Self-taught
- SalesForce.
- Phabricator.
- Jira.
Where as with Phabricator, I had to do a custom integration which worked smoothly.
- QuickBooks, for time tracking.
After the sale she was still in contact with us, and I still use her for a sales rep to this day when I need her.
Couldn't do without it!
- Manage incident volume, and helps route questions to the correct individuals
- Helps create a database of searchable learning content for customers and colleagues
- Helps us provide better support. Customer questions don't get lost.
- Currently, it does not integrate with our Infusionsoft CRM system. However, Zendesk is currently working on this and it should be available shortly. We have been helping with the requirements and are looking forward to this being available.
- Our use of the system is pretty simple: we have a small team and do not really push the envelope on system usage. It works perfectly for us.
- This is hard to quantify, but the product more than justifies the expense. SInce we do not have a large team of support agents, for us the real value is being able to keep track of everything easily; putting inbound tickets into the right buckets, etc. For example, whenever trial users of our product have any kind of support issue, we have designed a workflow that routes these tickets to our "power agents" so that they get priority treatment. This is very important in converting these users into paying customers. In the past, we did not handle these trial users so consistently.
Support team resolves user issues through Zendesk.
- Zendesk allows companies to manage the flow of customer service and support inquires and makes sure that incidents get attention until resolution.
- The Forums feature allows companies to build a knowledge base of content that is forward facing and searchable, allowing customers to proactively answer their questions on their own. This feature can also be used to help train employees and co-workers on support/customer service related chalenges and procedures.
- Automations & Triggers can be used to manage workflow of tickets and send relevant auto responses to customers who've asked questions.
- Implemented in-house
- Self-taught
1. Look and feel. We did some branding to match the color palette to our corporate branding and add the logo etc.
2. Workflow: We set up a simple workflow to ensure that tickets get routed to the correct resource. Users answer some questions on a form which determine whether the ticket goes to a developer of to a front-line service agent.
3. Macros: We set up some auto-responder emails and canned responses for high-volume questions.
- We have integrated with our project management / bug tracking system - Atlassian Jira. If a ticket relates to a technical problem with our application, we push the ticket from Zendesk to Jira so that developers have access to the ticket.
- This was a fairly straightforward integration. It's offered as an out-of-the-box integration by Zendesk and did not require any coding on our part. It took a little while to set up, but was not particularly difficult.
- We are looking forward to building an integration to Infusionsoft as soon as it's available.