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…
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!
Zendesk is awesome
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 (113)9.292%
- Ticket response (112)8.888%
- Email support (109)8.787%
- Organize and prioritize service tickets (112)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
- 8.5Organize and prioritize service tickets(112) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.2Expert directory(69) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.4Subscription-based notifications(75) Ratings
Users subscribe to notifications for ticket updates
- 8.1ITSM collaboration and documentation(71) 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(113) Ratings
Users and agents can easily enter new support requests.
- 8.8Ticket response(112) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8External knowledge base(96) Ratings
Customers can self-service by searching through help articles.
- 8.2Internal knowledge base(89) 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.
- 7.6Customer portal(85) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.2IVR(36) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 7.3Social integration(67) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 8.7Email support(109) 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.
- 8.6Help Desk CRM integration(79) 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
- 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
Compare with
Reviews and Ratings
(924)Attribute Ratings
Reviews
(26-50 of 151)Disapointing experience
- Classic Chat widget
- Big, popular company with a variety of services and integrations
- Stable services with low amount of disconnections and unavailability
- Regardless of how much you pay, in my opinion your feedback will be ignored, even if it is widely supported by the community.
- in my experience, Zendesk forces you to transfer to their new system, “Agent Workspace,” which lacks major features that are present in the Classic Chat Widget. Despite any arguments, they took the position, “We will not update the old system, so transfer to the new.” When transferring to the new system, Zendesk lacks attention, understanding, and proper support. Agent workspace does not work as promised (later, more on that).
- In my opinion, it is horrible support. I cannot emphasize that enough, but every manager in my team constantly complains about the inattentiveness and lack of basic comprehension abilities of Zendesk managers. Unless you involve your personal manager (who does not answer support questions), your issues will be paid zero attention to. In my experience, they will not accept any feedback. Most importantly: if the question cannot be answered with a link or a shortcut, the support team forwards your issue to tickets. Moreover, in 30% of cases, support will resolve the tickets without giving your replies. As a support manager of many years, I cannot imagine the level of disregard for a paying customer who needed to close the requests without a reply.
- Agent Workspace: I believe it is very slow performance. The switching between chats is slow to the point it glitches.
- Agent Workspace: Automatic translation in chats does not work for mobile SDK. Agents had to switch from a fast service with translation, dynamic content, and other features to a system that has none of these and constantly glitches.
- Agent Workspace: Skill-based routing does not work correctly and is limited to the possibilities of the Classic Widget Chat triggers, which is ridiculous - in other words, they took the old platform that had its disadvantages and made a new one based on it, with new bugs and with all the disadvantages the previous one had. The system forces 1 agent to take up to the maximum amount of chats while other agents take 2 chats. The system doesn’t allow flexible routing; you have triggers with all OR any conditions without a combination of those.
- Agent Workspace: Some tickets which were automatically created after chats did not close automatically and constantly reopened.
- Agent Workspace: All tags will disappear if you renew the page (which has to be done frequently due to the lags). This will make your company unable to create and follow up on any request statistics.
Zendesk is TOP NOTCH!
- 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
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.
The best tool for ticketing I've found.
- 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.
Yikes, run from Zendesk
- nothing
- at
- all
- support is terrible
- price is high
- they hold data hostage
- 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.
- Nothing
- Nothing
- Nothing
- LACK OF COMPETENT SUPPORT!
- NO SUPPORT WORTH A DAMN!
- PROCUCT WOULD WORK BETTER WITH ANY KIND OF DECENT SUPPORT!
- 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
- For now, sadly, nothing. We are helpless.
- The customer support. In order to purchase the tool, commercials are present but not for customer support.
Zendesk is good value for your money
- 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
- 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
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.
Zendesk provides a great experience to both customers and agents
- Ease of setting up
- The best agent workspace available for agents
- Great uptime
- Best of class support
- Flexibility in pricing
- A la carte options
Unacceptable customer support
- Sales
- I do not know anything else yet:(
- Tracking and reporting
Zendesk is probably the best ticket system out there
- 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
Zendesk - Top-Notch Support
- 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.
- 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.
- 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.
- 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 -Good CRM Starting Point
- 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.
- 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.
- 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.
Sleek and Intiutive Customer Support Package
- App Integration with Jira
- Label/Tab customization
- Reporting and Metrics
- Visual representation of issues
- Attachments
- Macros
- Search
Customer service made easier with Zendesk
- 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
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.
- 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.
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.
Top Tier Customer Support Tool
- Customer experience.
- Data collection.
- Data reporting.
- Telephone integration.
- Chat.
- Guides.
- Data dashboards.
- 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.