Zendesk Support Suite

Zendesk Support Suite

Top Rated
Score 8.0 out of 10
Top Rated
Zendesk Support Suite

Overview

What is Zendesk Support 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...
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Recent Reviews

Yikes, run from Zendesk

1 out of 10
May 30, 2022
Terrible. Runaway as fast as you can. This company is a scam. They provide terrible support, charge an outrageous prices, and hold your …
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Unacceptable customer support

1 out of 10
October 27, 2021
Zendesk support has been incredibly bad [in my experience] or let's call it impossible. I have tried to contact them around 20 times and …
Continue reading
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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

View all 13 features
  • Ticket creation and submission (88)
    7.5
    75%
  • Ticket response (87)
    7.3
    73%
  • Email support (84)
    6.8
    68%
  • Organize and prioritize service tickets (87)
    6.8
    68%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Support Team (Foundational Support Only)

$19.00

Cloud
per agent/month billed annually

Suite Team

$49.00

Cloud
per agent/month billed annually

Suite Growth

$79.00

Cloud
per agent/month billed annually

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.zendesk.com/product/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

Zendesk Overview Demo
02:29
Initial thoughts on Zendesk - Software Unboxing
21:36
Zendesk: Top Features
04:31
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

6.3Avg 8.2

Self Help Community

Features that allow customers to self-service for support issues.

5.9Avg 8.1

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.

5.8Avg 8.1
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Product Details

What is Zendesk Support 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 than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer needs ranging from help desk software to live chat to knowledge base management.

Zendesk Support 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 Support Suite Videos

Zendesk Videos
This software unboxing dives into Zendesk, a platform for support, sales, customer relationship management, and more. As we demo the product, we rate Zendesk on its usability, interface, installation, customer support, and more. While not a full tutorial, if you're considering...
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TrustRadius takes an objective look at the pricing plans, marketed top features as well as what users consider to be the best features and limitations.

Zendesk Support Suite Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries160+
Supported Languages60+

Frequently Asked Questions

Freshdesk, HappyFox Help Desk, and HelpSpot are common alternatives for Zendesk Support Suite.

Reviewers rate Ticket creation and submission highest, with a score of 7.5.

The most common users of Zendesk Support Suite are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews

(1-25 of 126)
Companies can't remove reviews or game the system. Here's why
Channing Lee | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Since I work in IT on the support side, we use this regularly as a support communication tool. It's also used for new hire record-keeping setups. You can attach any file [to] the platform. Very incredible search feature by keywords that do not need to be in series order. This tool helps organize and specifically record keeps for sox compliance.
  • Easy to use
  • Keeps everything
  • Can load up any file to save
  • Sorting feature on tickets
  • One change can [affect] everything globally
  • Statics can be skewed a little
As an IT support communication tool to end-users, Zendesk Support Suite is extremely helpful. The record-keeping abilities [are] top-notch. The searching feature is simple and easy to use. The statistics can give you a good general idea [of] where your colleagues stand in terms of workload, etc.

Zendesk Support Suite as a project tracking tool would not be useful. You really cannot keep collaborative action items organized that well if you were to use this as a project tool.
Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Zendesk is used to manage customer-reported tickets -- bugs/issues, feature requests, questions, and tasks -- it serves as the connection between our customers and our support team and allows for internal collaboration that is both customer-facing and internal or private. We also use it for cross-functional communication to bridge to our engineering ticketing system, as well as our feature request system.
  • Collaboration
  • Email Updates to customers.
  • Custom views.
  • The custom views cannot be exported to another user, which would be nice for shared accounts instead of recreating them.
  • Sometimes, responding to an email is logged as an internal comment when it is meant to be customer-facing.
  • Dashboards summarizing tickets.
For enterprise-grade ticket managing and customer communication, it is awesome. For feature tracking, it could use some work, because you can end up with a ticket being on hold while it is under consideration; or closed out and then people lose visibility on it while it is in another system.
Score 1 out of 10
Vetted Review
Verified User
Terrible. Runaway as fast as you can. This company is a scam. They provide terrible support, charge an outrageous prices, and hold your data hostage when trying to leave. Even generating a CSV requires talking to support, for which they will give you instructions on how to do it that don't work. Such a joke, worst experience ever. There are many many better solutions out there. Sad. I bet this company will be in the news soon as fraudsters.
  • nothing
  • at
  • all
  • support is terrible
  • price is high
  • they hold data hostage
Would not recommend to worst enemy.
Score 8 out of 10
Vetted Review
Verified User
We used Zendesk Support Suite for adding Customer Community to increase customer engagement and decrease company support costs by decreasing customer support executives. Zendesk is a great platform for community development and information circulation. It offers a lot of predefined structures which help us to organize our categories+topics+posts in a proper structure.
  • Community Development
  • Community Theme Selection and Global UI Changes
  • Customer Engagement
  • User ranking needs to be added and set up easily.
  • User Gamification needs to be more structured.
  • Need Flexibility in structural changes.
It is less costly than other big platforms like Khoros Communities but in the same place, it gives us limited features like user ranks and gamification and limited structural modifications which are currently in demand by the customers. It is great for small userbase communities but it can be better for large userbase communities as well.
Score 10 out of 10
Vetted Review
Verified User
We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The communications range anywhere from simple support requests to managing client expansions and upsells. We rely heavily on cross team collaboration to ensure we are providing the best service possible to customers by removing barriers to communication both externally and internally. Zendesk is a great tool to helping us achieve and maintain these goals.
  • Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesks flexible trigger options.
  • Macros - The ability to create complex message templates with autofilled information is a significant time saver.
  • Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.
  • Merging tickets - when merging tickets the default behavior is to make them a public comment. This comment creates confusion with the customer. To avoid this the agent must uncheck the public comment boxes during the merge process to avoid sending the customer a confusing and unnecessary notice.
  • 2 way sync integrations - when it comes to integrating into services likes HubSpot, Zendesk only syncs one way. It would be ideal if there was more support for syncing fields both directions or having a choice of what data fields syncs and which direction that sync happens without requiring some sort of middleware like Zapier.
Zendesk is most appropriate in environments where managing external communication with single or multi unit teams is a requirement. It's also ideal in a high volume customer centric environment especially when automation and self help articles are a major part of driving success for a support team.

It would be less appropriate for companies and teams who require some sort of customer management solution. It's great for keeping up with customer requests, but it's not ideal for maintaining a database about customer details.
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request.
Richard Sheldon | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
We don't. In order to use it, we would need to correctly set it up. However, the parade of incompetency from Zendesk support people has kept us from using it. Their support is terrible!
  • Nothing
  • Nothing
  • Nothing
  • LACK OF COMPETENT SUPPORT!
  • NO SUPPORT WORTH A DAMN!
  • PROCUCT WOULD WORK BETTER WITH ANY KIND OF DECENT SUPPORT!
DOES NOT WORK! NO SUPPORT
Score 1 out of 10
Vetted Review
Verified User
This company is an absolute scam in my opinion. I recommend that you stay as far away as possible. I signed up for a 14 day free trial on February 12th. I had to enter my credit card information, but it became quickly apparent that the software was not going to work for my business. I contacted their support and told them to cancel my account. They told me that my credit card had already been charged in "full" for the entire month, that there are no refunds, and that there was no possible way to get my money back. In my perspective, this is clearly an outright misrepresentation and theft and I will be pursuing legal action if my money is not returned. Reprehensible behavior and I feel an absolute scam. Stay as far away as you possibly can in my opinion.
  • Stealing your money in my opinion
  • Scamming you in my experience
  • Misrepresentation on product pages I feel
  • Not stealing money
  • Not lying about free trials
  • Not charging customers $500 for 3 hours of use
Score 1 out of 10
Vetted Review
Verified User
I am very disappointed. We purchased Zendesk in order to gain productivity but we can't use it properly. We are having issues with the setup and it's impossible to have contact with customer support. Ironic for a service that helps companies to chat with their clients. Now, we paid for it for the year and we can't use it and nobody is responding.
  • For now, sadly, nothing. We are helpless.
  • The customer support. In order to purchase the tool, commercials are present but not for customer support.
I supposed that the tool is great when you can use it, but unfortunately, we can't.
Score 9 out of 10
Vetted Review
Verified User
We use Zendesk to manage all of our requests, question, and issues. Zendesk also allows us to have an organized view of all incoming and old tickets. It's more efficient to track issues in this application than it would be through regular email and helps make the process of communicating with clients more professional and structured.
  • Sends personal alerts to your email if a ticket is about to breach SLA
  • The GUI is user friendly, clean and organized
  • Allows you to filter tickets in different status and create different tabs for each
  • Zendesk should have a warning message displayed when a user cannot add new users to the account. It should tell you why you can't, so you aren't left assuming why you are not able to.
  • Zendesk is on the higher end of pricing in relation to other CRM solutions
Zendesk will be useful for companies that are in need of an easy-to-use CRM application. It's very user-friendly and allows users to easily adapt to the workflows within the platform. The integrations with other 3rd party applications are seamless and configurable to the company's needs.
Score 8 out of 10
Vetted Review
Verified User
Our main use is customer support. Our entire team is on Zendesk though, as we also use it to communicate with our suppliers, and to send notes in between members regarding a specific ticket. This is our main CRM software, and we integrate it with Tidio, Facebook, Instagram and other software to have one platform that allows us to respond to any incoming messages from our customers regardless of where they come from.
  • Integrate with other platforms
  • Easily follow on a conversation and see who has responded what
  • Allow internal notes from the team that customers can't see
  • Setting it up is really confusing at first
  • The suspended filter is not very good at predicting what is spam and what is not
  • Sometimes people can't find attached files on our responses
It is a perfectly good software for a small company that wants a fairly simple solution for CRM that does not require hours of training.

I would not recommend it if you just have one or two team members total, as it might complicate things too much for something that can be done over e-mail, but once your team grows, this is a good option.
Score 10 out of 10
Vetted Review
Verified User
Zendesk Support Suite is the organization's main platform for customer support. It's covers everything from replying to customers to routing issues internally with the different teams. With the different channels we support—be it email, Facebook, Messengere, etc—we can all provide outstanding support to our customers using Zendesk Support Suite.
  • Ease of setting up
  • The best agent workspace available for agents
  • Great uptime
  • Best of class support
  • Flexibility in pricing
  • A la carte options
Zendesk Support Suite would be perfect for small- to mid-sized businesses. The ease of setting everything up, the great uptime, and the intuitiveness of the platform makes it very easy to scale whether you need 10 or 50 agents. I'd highly recommend it especially if you're present in mutliple channels which is the standard these days. For startups, I recommend going the a la carte route. Perhaps Zendesk Support Pro would be enough.
Score 1 out of 10
Vetted Review
Verified User
Zendesk support has been incredibly bad [in my experience] or let's call it impossible. I have tried to contact them around 20 times and 10 out of them have been voice mail to leave a message and they would call back that, of course, does not happen. Around 10 times I have reached them they have promised to find out and call back and never did, they have also hung up and never called back and the funny thing is they also never sent any emails as promised. The only time they were helpful is for sales to sign us up😀 but unfortunately we are unable to use the service useful for the business. That does not seem to interest them a lot:) very ironic is that they sell customer support software, aren’t they using it themselves? How can things like that happen then? They should have tons of unsolved tickets, this is just unbelievable.
  • Sales
  • I do not know anything else yet:(
  • Tracking and reporting
It could be well suited for companies with 24h customer support. We need tracking for first respond and solving tickets during working hours and Zendesk has not been able to solve this very basic thing in the past 3 months. Otherwise, the tracking does not offer us any value at all.
Score 10 out of 10
Vetted Review
Verified User
I like the ability to integrate Zendesk support with our FAQ page, through the Knowledge base. The user support is also very nice. The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable. I love how you have all the tools to have all the tools for you to not only integrate the available connections already done with other systems, but you can also make your own, keep expanding the arrange of information that enables you to give the best-personalized experience to your client because all the necessary information is at your agent's finger tips. And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce, and what to change, so really, the limit is as far as you are willing to take it.
  • Very stable
  • Easy to use for agents
  • Setup is easy to administrators
  • it could be more dynamic
  • triggers should be more simple
  • Automations needs work in Zendesk
I like the simplicity of the support flow and the ability for customers to use the self-service portal we've set up for them. As a company offering B2B support, it's valuable for our customers to have a place where they can log in to see all open support tickets and easily track their status. Also, I like the fact that you can select which channels you want to offer support on. We're about to try the Messaging functionality just now.
Score 9 out of 10
Vetted Review
Verified User
Zendesk Support Suite is being used across the whole organization as we use it to open any ticket regarding any issue we have. The company currently uses several applications including Office 365 and others that were developed in-house by our IT department. We open tickets through Zendesk whenever we encounter a problem with any of these apps.
  • Easy to use
  • Ticket opening capabilities
  • Customizable
  • Can't track down the progress of the ticket easily
  • Expensive
  • Not very good support

The main scenario where we use Zendesk in the company is when we have any issue with our apps. We go into Zendesk, we create a ticket, and we get a response from whoever is responsible in the next couple of days.

It won't work when you need a solution ASAP, because the ticket you create ends up in a list where you might get the answer really quick or in the next [few] days.

Score 9 out of 10
Vetted Review
Verified User
We use Zendesk Support Suite as our main HR support for employees across the entire company. It functions as a mechanism to track tickets and support employees via chat, phone, email, self-submitted tickets, etc. We really wanted to have a chat support functionality and Zendesk provided that!
  • Chat support and ticketing
  • Phone support integration and ticketing.
  • Help center with articles for self-service support.
  • API is very powerful, but sometimes a bit difficult to utilize.
  • Could use more flexibility around building forms for ticket use.
  • More flexibility in copy down functionality to sandbox environment would be nice.
Zendesk Support is really helpful and well suited for chat, phone, and email ticketing. It does provide quite a bit of flexibility around configuring and designing, especially in the help center. Some things are ambiguous and you have to work with support. The API is very powerful, so, when suited to a specific use case, it can accomplish many things if desired.
Score 8 out of 10
Vetted Review
Verified User
Zendesk was used by our Support department to manage incoming email and tweet support requests. Our team would respond to users through Zendesk, and internally we used it to then pull metrics to better understand the number of requests, response time, survey responses, and common issues.
  • Easy way to quickly triage email requests from our customers allowing others within the organization to see the history of their requests.
  • Metric tracking: Zendesk allowed us to gain insight into a number of different metrics that we wanted to track for both effectiveness and user experience.
  • Status holds: We could keep tickets open for users while hiding them internally as we waited to see if they had any follow-up questions.
  • Categorizing: It wasn't easy for us to group requests by issue type within the product itself.
  • Organization: There was no way to prioritize requests.
  • At times, searching within a broad range was difficult to quickly get results.
Zendesk is great for support teams that are looking to track tickets, respond to user requests via email, and also gain insights into various metrics telling you the effectiveness of both the support representatives and different parts of the product itself. This may have been an internal miss on our end, but in my experience, Zendesk isn't as well suited for teams that are looking for easy organization of user requests based on certain products or features to feed directly to those best suited to answer specific questions.
Emily Mok | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Zendesk Support Suite has helped streamline our customer service by offering customer and sales support products which include chat, call center solutions, and knowledgebase modules which help agents track and prioritize support tickets, solve problems efficiently and centralize customer interactions. It has a built-in intelligent routine that ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time.
  • Instant features and topic suggestions offer customers a self-service smart knowledge base.
  • The custom fields and tags are used to classify tickets for easier tracking and archiving.
  • Communication with people across the organization on support issues through private notes.
  • There is no option to export data directly into a CSV file.
  • Cost is determined per agent so an additional agent means additional cost.
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.
Score 7 out of 10
Vetted Review
Verified User
Zendesk is used by several departments at my company: customer service, IT improvements and international inquiries. It helps us manage globally and stay on top of different projects and improvements. It also helped us set up a good workflow on processing warranty claims for our company globally. In general, we wanted to manage our customer issues in a better fashion and also stay on track with needed website improvements
  • It helps several users go in and see progress on different customer issues.
  • It helps us tag and track issues to report back on different problems.
  • It integrates well with our Google form warranty claim and allows us to process and solve our cases in an efficient manner.
  • There isn't a good way to pass long Zendesk emails outside to non-Zendesk users.
  • The tagging and sorting isn't the best - we need to do it by country and there's not a super easy way to do this.
  • When we integrated Facebook chat, every time we would respond in Zendesk, Facebook wouldn't acknowledge it, making our response times suffer. We ended up disconnecting and continuing to respond directly.
Zendesk is great for small businesses looking to start a CRM system. It's easy to learn and manage with a small team. It works well internationally and most of the integrations work well. If you are a larger company, you may want to look into a more robust platform as the integrations and larger team management features are limited.
Score 8 out of 10
Vetted Review
Verified User
Zendesk was used by a small number of departments within the organization. The business problems it addressed were customer support, customer feedback and also internal project ticket tracking. Customers were able to use Zendesk to send in support requests or problems and incidents to notify our team of the issues so we could address them. They would submit enhancement requests this way as well but with a different set of expectations and SLA guidelines. Internally we used Zendesk to track project tasks and tickets and to document processes and procedures when we would complete these tasks.
  • Ticket tracking and logging.
  • Customer Support.
  • Documentation of tasks and incidents.
  • SLA guidelines.
  • Automated SLA's would be nice. We didn't have any automation outside of email notification.
  • Customer's sometimes had issues with not being able to update ticket metadata themselves such as priority, etc.
  • An approval method would have been nice. We would have to use comments from particular parties as 'approval' when moving enhancements and changes between environments. This worked but a more streamlined approach would be good.
Zendesk tracks issues and tickets quite well. It provides an easy to use UI for users and customers which means it's not so complicated that there is a large learning curve. It's easy to define the fields needed and to set up a little bit of automation with macros. I would particularly like if there was more automation depending on who submits the ticket and which area or group it needs to be assigned to.
Score 10 out of 10
Vetted Review
Verified User
We are using Zendesk Support for over 30 clients. We have set up our Zendesk Support using Brands in exchange for different Zendesk accounts. By using Brands it is ideal to have all of our clients in one central location. We have access to our customer's emails as well as any emails asked from the client or project manager in one easy location. We do have problems with some reporting because each Brand is focusing on different functions, but the Zendesk Support team is extremely helpful and any problems we have we are able to work out. Using Zendesk Support Suite has been a game-changer for our customer experience team.
  • Multiple Brands
  • Different categories for each Brand
  • Ticket sharing for specific Brands
  • Specific access level for agents and specific Brands
  • Ticket sharing routing to a specific Brand instead of the one landing point.
  • Ticket sharing changing status when receiving a reply from the assignee.
  • Slight delay when setting a ticket to a specific status.
Zendesk Support has many great features when using it for many clients. The flow is easy and smooth. I think Zendesk Support is the best possible option for our use but I don't believe Zendesk Support is supposed to be used for this function. I have only used Suite's in this manner and it works extremely well.
Zendesk Support Suite is a perfect addition to our company. If we ever have questions we reach out and get the issue resolved every single time. Support is quick and easy to get.
Score 9 out of 10
Vetted Review
Verified User
We currently use Zendesk within our Customer Success and Support Teams, and we utilize the app integration with Jira to track all requests as well. Zendesk solves our Customer Support and tracking needs and helps us keep metrics of pressing issues and concerns. We also use the Knowledgebase integration to help reduce the amount of questions requiring an agent answer.
  • App Integration with Jira
  • Label/Tab customization
  • Reporting and Metrics
  • Visual representation of issues
  • Attachments
  • Macros
  • Search
Any company that needs to track customer complaints, concerns, or requests would benefit from Zendesk. They ease of use and simplicity it offers is great for any size company. For larger companies, you can track metrics and run reports to see how your Team is doing and what issues/requests are most prevelant. However, if you're looking to track work across multiple departments within the organization or if you're looking to facilitate collaboration within your organization, Zendesk isn't really what you're looking for.
Adam McCracken | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Zendesk originated in my department as a solution for handling the increase in customer support requirements as we expanded our online sales. We needed not only a platform to ensure customer questions were answered in a consistent and timely manner, but also to track interactions over time. After demonstrating the effectiveness of the tools in our department, its footprint grew to include all customer service across the enterprise. Most recently, it has been identified as a preferred CRM solution in the business and we plan to grow usage as the team has matured.
  • Provide a large number of methods to interact with customers
  • Maintain logs of customer interactions
  • Track time spent by agents across many segments, allowing us to see what brands, product categories, and other attributes take the most support effort
  • Enterprise pricing includes a number of features we don't need, but we have to pay for in order to get a few key functions
  • Text message support is there but limited
  • Native chat widget for Vue Storefront is missing
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.
Justin Esgar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We are using ZenDesk Support for our incoming ticket queue. All clients email our support email which ends up in ZenDesk Support. This allows anyone on our team to be able to reply to incoming tickets and help our clients. It allows us to keep the flow of information in one location. The additional integration of apps, such as FreshBooks Time Tracker+ and Watchman Monitoring allows us to handle a bigger suite of issues for clients.
  • It's very fast - it's very easy to jump between items.
  • Integration with apps from the ZenDesk Marketplace.
  • The ability to have triggers happen on specific incoming events makes it easy to track, auto-close, or assign tickets automatically.
  • Trigger logic is slightly flawed, but if you figure it out you can use it to your advantage.
  • For some reason there is a maximum number of "Views" on the sidebar, which limits how much ticket breakdown can happen.
  • There are WAY too many options - making the settings page a little overwhelming.
ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in.

If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.
Peter Vadelnieks | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It is being used for all Support and Return needs for our North American operations. Support is customer facing and it is very easy for our customers to contact us, for SLAs to be met and enforced, and for us to contact customers when they need help. It creates an ideal customer experience.
  • Customer experience.
  • Data collection.
  • Data reporting.
  • Telephone integration.
  • Chat.
  • Guides.
  • Data dashboards.
This is the best option for a support organization. You can interact with customers, you can easily collect data and share that data with other parts of your company. You can have users located all over the planet and they can use Zendesk with ease. You can build multiple channels with ease.
Score 9 out of 10
Vetted Review
Verified User
Zendesk Support Suite is used by our Customer Service and Support Services department. We use the software to ensure that incoming chats and questions from our constituents are assigned and answered in a timely fashion. It's helpful to have a single space to organize and respond to these inquiries. It solves the issue of missed responses or duplicate responses.
  • 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!
  • It took some of our customer service staff a bit of time to get familiar with how to forward incoming chats that needed [a] response.
  • The cost can be a bit prohibitive as each individual account needs to be paid for.
At the non-profit where I work, we receive dozens of questions via our chatbox each day. Zendesk Support Suite is wonderful because we can assign these questions to the person who is best suited to respond (and also ensure that they have indeed responded). As mentioned, each individual user needs a paid account so this can be pricey if you have a large number of people that need access.
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