What users are saying about
Zendesk Support Suite
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Top Rated
803 Ratings
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Based on 803 reviews and ratings
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
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
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
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.
Senior Project Manager
BNY MellonFinancial Services, 10,001+ employees
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!

Verified User
Manager in Social Media
Non-profit Organization Management Company, 201-500 employeesCons
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.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employeesPricing 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 |
- 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.
Team Member
Onshape Inc.Computer Software, 51-200 employees
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

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employeesReliability 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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
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.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
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.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
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
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Verified User
Director in Customer Service
Computer Software Company, 201-500 employeesAlternatives 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.
Vice President, e-Commerce
JS Products, Inc.Consumer Goods, 51-200 employees
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.
Database Administrator
The Blake SchoolPrimary/Secondary Education, 201-500 employees