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Zendesk Support Suite

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Top Rated
677 Ratings
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Score 8 out of 100

Likelihood to Recommend

Helpdesk Pilot

No answers on this topic

Zendesk Support Suite

Zendesk Support Suite is a great option for mid-sized companies. We use it very effectively to communicate with customers on a number of ecommerce marketplaces, including Amazon, eBay, Walmart, Sears, and others. We also use Zendesk now to track some internal ticketing. We do not use it across all departments due to the effort to get all users into it and the licensing costs of doing so.We appreciate the abilities that the API gives both to internal developers as well as external app developers. The system is very customizable for a team with developers available, but it may be confining if you don't have someone (or a team of someones) that can customize it to your needs.I know that some companies use it for more call center-like environments, but that is not us. I don't find the talk functionality to be great for call center support, but it can probably be used better than we use it.
Adam McCracken | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Helpdesk Pilot
Zendesk Support Suite
7.7
Organize and prioritize service tickets
Helpdesk Pilot
Zendesk Support Suite
8.0
Expert directory
Helpdesk Pilot
Zendesk Support Suite
7.2
Subscription-based notifications
Helpdesk Pilot
Zendesk Support Suite
6.2
ITSM collaboration and documentation
Helpdesk Pilot
Zendesk Support Suite
7.9
Ticket creation and submission
Helpdesk Pilot
Zendesk Support Suite
8.6
Ticket response
Helpdesk Pilot
Zendesk Support Suite
8.3

Self Help Community

Helpdesk Pilot
Zendesk Support Suite
7.5
External knowledge base
Helpdesk Pilot
Zendesk Support Suite
7.4
Internal knowledge base
Helpdesk Pilot
Zendesk Support Suite
7.6

Multi-Channel Help

Helpdesk Pilot
Zendesk Support Suite
7.6
Customer portal
Helpdesk Pilot
Zendesk Support Suite
7.2
IVR
Helpdesk Pilot
Zendesk Support Suite
6.8
Social integration
Helpdesk Pilot
Zendesk Support Suite
8.0
Email support
Helpdesk Pilot
Zendesk Support Suite
8.2
Help Desk CRM integration
Helpdesk Pilot
Zendesk Support Suite
8.0

Pros

Helpdesk Pilot

No answers on this topic

Zendesk Support Suite

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
Anonymous | TrustRadius Reviewer

Cons

Helpdesk Pilot

No answers on this topic

Zendesk Support Suite

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 38 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo | TrustRadius Reviewer

Usability

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.9
Based on 18 answers
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Anonymous | TrustRadius Reviewer

Reliability and Availability

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer | TrustRadius Reviewer

Performance

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 6.5
Based on 53 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 35 answers
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Anonymous | TrustRadius Reviewer

Alternatives Considered

Helpdesk Pilot

No answers on this topic

Zendesk Support Suite

I haven't really personally used any other systems, but I have been a heavy end-user of some others, where I have logged into the portal to track my tickets. That said, I can't really compare ease of use for the back end, since issues I've encountered in other systems could just as easily been an issue with staffing/training at the company.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

Return on Investment

Helpdesk Pilot

No answers on this topic

Zendesk Support Suite

  • Despite the cost, ZenDesk has become the heartbeat of our company- so the ROI is extensively always growing. As we get more clients, we don't need to increase our ZenDesk costs.
  • We had to spend massive amounts of time customizing the system to work properly for us, including managing custom fields, and triggers. A lot of that could have been simplified if ZenDesk allowed for variables in triggers. In the end though, doing this work has increased our actual work time since we could trigger all the non-essential tickets.
Justin Esgar | TrustRadius Reviewer

Pricing Details

Helpdesk Pilot

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Helpdesk Pilot Editions & Modules

Additional Pricing Details

Zendesk Support Suite

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Zendesk Support Suite Editions & Modules

Edition
Suite Team$49.001
Suite Growth$79.001
Suite Professional$99.001
Suite Enterprise$150.001
Additional Enterprise-Ready Plans, starting at...$215.001
Support Team (Foundational Support Only)$19.001
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Helpdesk Pilot
Zendesk Support Suite
7.5

Likelihood to Renew

Helpdesk Pilot
Zendesk Support Suite
10.0

Usability

Helpdesk Pilot
Zendesk Support Suite
8.9

Reliability and Availability

Helpdesk Pilot
Zendesk Support Suite
8.6

Performance

Helpdesk Pilot
Zendesk Support Suite
8.0

Support Rating

Helpdesk Pilot
Zendesk Support Suite
6.5

In-Person Training

Helpdesk Pilot
Zendesk Support Suite
10.0

Online Training

Helpdesk Pilot
Zendesk Support Suite
7.9

Implementation Rating

Helpdesk Pilot
Zendesk Support Suite
9.0

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