What users are saying about
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Top Rated
803 Ratings
This review does not include a rating.

Zendesk Support Suite

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Top Rated
803 Ratings
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    Sugar Serve

    Feature Set Not Supported
    N/A
    7.4

    Zendesk Support Suite

    74%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.5
    75%
    86 Ratings

    Expert directory

    N/A
    0 Ratings
    6.5
    65%
    54 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.4
    64%
    61 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    57 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.4
    84%
    87 Ratings

    Ticket response

    N/A
    0 Ratings
    8.2
    82%
    86 Ratings

    Self Help Community

    Sugar Serve

    Feature Set Not Supported
    N/A
    7.2

    Zendesk Support Suite

    72%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.3
    73%
    74 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.1
    71%
    69 Ratings

    Multi-Channel Help

    Sugar Serve

    Feature Set Not Supported
    N/A
    7.0

    Zendesk Support Suite

    70%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.3
    73%
    68 Ratings

    IVR

    N/A
    0 Ratings
    5.8
    58%
    28 Ratings

    Social integration

    N/A
    0 Ratings
    6.9
    69%
    52 Ratings

    Email support

    N/A
    0 Ratings
    7.9
    79%
    83 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.4
    74%
    62 Ratings

    Attribute Ratings

      Likelihood to Recommend

      Sugar Serve

      N/A
      0 Ratings
      7.4

      Zendesk Support Suite

      74%
      125 Ratings

      Likelihood to Renew

      Sugar Serve

      N/A
      0 Ratings
      10.0

      Zendesk Support Suite

      100%
      38 Ratings

      Usability

      Sugar Serve

      N/A
      0 Ratings
      9.4

      Zendesk Support Suite

      94%
      18 Ratings

      Availability

      Sugar Serve

      N/A
      0 Ratings
      8.6

      Zendesk Support Suite

      86%
      26 Ratings

      Performance

      Sugar Serve

      N/A
      0 Ratings
      8.0

      Zendesk Support Suite

      80%
      20 Ratings

      Support Rating

      Sugar Serve

      N/A
      0 Ratings
      6.5

      Zendesk Support Suite

      65%
      49 Ratings

      In-Person Training

      Sugar Serve

      N/A
      0 Ratings
      10.0

      Zendesk Support Suite

      100%
      1 Rating

      Online Training

      Sugar Serve

      N/A
      0 Ratings
      7.9

      Zendesk Support Suite

      79%
      9 Ratings

      Implementation Rating

      Sugar Serve

      N/A
      0 Ratings
      9.0

      Zendesk Support Suite

      90%
      35 Ratings

      Likelihood to Recommend

      Sugar Serve

      No answers on this topic

      Zendesk Support Suite

      Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
      Emily Mok | TrustRadius Reviewer

      Pros

      Sugar Serve

      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

      Sugar Serve

      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

      Pricing Details

      Sugar Serve

      General

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

      Starting Price

      Sugar Serve 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

      Starting Price

      $19 per agent/month billed annually

      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

      Likelihood to Renew

      Sugar Serve

      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

      Sugar Serve

      No score
      No answers yet
      No answers on this topic

      Zendesk Support Suite

      Zendesk Support Suite 9.4
      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

      Sugar Serve

      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

      Sugar Serve

      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

      Sugar Serve

      No score
      No answers yet
      No answers on this topic

      Zendesk Support Suite

      Zendesk Support Suite 6.5
      Based on 49 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

      Sugar Serve

      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

      Sugar Serve

      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

      Sugar Serve

      No answers on this topic

      Zendesk Support Suite

      I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
      Adam McCracken | TrustRadius Reviewer

      Return on Investment

      Sugar Serve

      No answers on this topic

      Zendesk Support Suite

      • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
      • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
      • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
      Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

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