Highly Recommend ZenDesk
I've been using ZenDesk Suite for over 7 years now. It makes my communication with my customers and potential customers very simple and …
Starting at $55 per month agent
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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…
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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
Cloud
per month agent
Suite Team
$55
Cloud
per month agent
Support Professional
$55
Cloud
per month agent
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
Starting price (does not include set up fee)
- $55 per month agent
Product Demos
Zendesk Demo: The Basics
YouTube
Features
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Product Details
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- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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 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 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 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...
Show More 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 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
Zendesk Suite starts at $55.
Reviewers rate Ticket creation and submission highest, with a score of 9.2.
The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(924)Attribute Ratings
Reviews
(51-75 of 151)Companies can't remove reviews or game the system. Here's why
April 24, 2021
Zendesk Support Suite is a good product
We use Zendesk Support Suite as our primary ticketing system. It addresses the problem of users creating tickets so that the IT Support team can work on requests, problems, issues that our end users may have. It allows us to assign the request or problem or task to a specific tech. This gives us the opportunity to prioritize as well as track the request of the end-user.
- I find that setting up the email feature to create tickets works really well.
- We have also integrated that a ticket can be created from a Slack conversation.
- It is very easy to tell which tickets are new or in Pending status or On Hold.
- I would like to be able to see another tech's ticket queue without having to know the specific ticket number I'm looking for.
- We added the forms feature to have approvers grant permission but if the primary isn't available it doesn't automatically transfer to the secondary approver.
- At this time I can't think of another issue that can be approved.
April 24, 2021
ITSM in Medium CX business
It's used as a platform for managing remote customer support with development and engineering teams. It's used to support customers upon agreed SLA. The responsible department is IT & Service Edge teams.
- SLA
- Internalt/External Communications
- Knowledge Base
- Service Management
- N/A
April 24, 2021
Zendesk Support Suite - Great ticketing platform!
This is used specifically with our helpdesk and specific IT departments to manage incoming calls and ticketing for incidents. Zendesk Support Suite has helped us in managing both high and lower volumes of incoming incidents and calls needing resolution.
- Organization
- Ticket creation
- User interaction
- Reporting
- Speed
- Customization
April 24, 2021
Good Ticketing Management System
The IT department (we call it ISS) uses Zendesk Support Suite for ticket tracking for tech support tickets. We also use it for collaborative processes like employee and student on/offboarding, using macros to pass the tickets from person to person. We also have it set up so that users can email or call in questions and tickets will be created.
- Ease of creation of tickets
- The customizability of ways to track tickets
- Ease of passing tickets to other agents
- End users (not agents) rarely log into their area to see their tickets. Personally, I end up using email for easier communication.
- Email alerts aren't completely consistent. While you can set up email alerts for certain things, "send me an email when a ticket is assigned to me or x person" isn't an option. Sometimes urgent tickets for us less constant ZD users get missed.
- When end users say "thank you" via email after a ticket has been closed, the ticket is re-opened and I need to go back and close it.
April 23, 2021
Great for small companies
Zendesk is being used across the whole organization. It allows us to answer our customer's questions and follow up with them easily. Their ticketing system is also flexible and customizable which allows for a frictionless start.
- Very easy to start using - small startup friendly.
- Multiple channel support.
- Extremely customizable.
- Robust reporting.
- Macros and triggers require more effort to set up.
- Zendesk customer support take too long to get back to you.
- Formatting tools for creating articles only allow for simple text.
- On the pricier side, pricing isn't competitive.
April 23, 2021
Zendesk is great for communicating to users
Zendesk Support Suite is being used by our organization as a ticketing system with one of our clients. We use it to follow a workflow when tickets are assigned to us and communicate to users with anything we need. It allows our customers to input tickets in multiple ways, including texting from their mobile device.
- Submitting Tickets
- User Communication
- Ticket History
- Cleaner UI inside the ticket
- Customizable views when looking at the master ticket screen
April 23, 2021
Great solution for small customer service operations.
The customer service department at my company uses Zendesk [Support Suite] to support our users. We only offer support to users we sign up for Zendesk accounts, giving these authorized users a support portal they can access and manage tickets themselves. Zendesk has many features that make this easy, from alerts to sorting to user management. It is very customizable.
- User management
- Organization
- Custom alerts
- 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.
April 20, 2021
A great helpdesk solution
This was mainly used for support tickets but was also used as a knowledge-base and alert system. It was used company-wide.
- Great organization of tickets.
- Great customization.
- Easy to use knowledge base and alerts.
- I was very satisfied coming from an end users standpoint.
- I have no complaints or suggestions for improvements, really.
April 14, 2021
Zendesk the best business ally
Zendesk has helped our organization to achieve healthy indicators in customer service, which is the area where it is currently used, for real-time customer service as well as follow-up through tickets to customer problems and all customer service. customers who communicate outside of business hours.
Zendesk is the best tool we could find to be our business ally, currently user satisfaction is 95% in customer service.
- Technical support
- Integration with other applications
- Wide catalog of business solutions
- Improve support interface
March 17, 2021
Zendesk is a great fit for our organization, although we'd like a few more features for the cost
We use Zendesk to provide quality and efficient support to our B2B customers. It manages our end user tickets created via form or email as well as our knowledge base and customer support portal. Our team uses Zendesk to communicate with the end-users and with other team members on tickets.
- Knowledge base.
- Customization options.
- Smart workflows.
- Basic features only in higher editions.
- Knowledge base themes are basic.
- Can be tricky to implement.
January 22, 2021
A highly configurable, easy to use ticketing system
We are using Zendesk across a couple of main business units. I use it personally to handle IT support requests as well as administering it for our Customer Service team who use it to service our external customers. Previously, both teams were managing all requests out of inboxes using Outlook which was inefficient and lacked ownership of tasks.
- Ownership: Assigning tickets to agents and allowing them to follow through the entire process from end to end.
- Organization: Multiple teams can be in the same instance and tickets can be assigned between teams depending on which stage of the process it is up to.
- Ease: For both end users and agents. The end users can either just send an email to a designated email address or go in and use a preconfigured template in the landing page.
- Reporting: There are some additional purchases that can be made to increase reporting, however, I would like to see some more reporting out of the box.
- Statuses: It would be good if we could make our own Statuses as not everything fits into the preconfigured categories
- Add ons: There are plenty of add ons in the store but some of the more highly adopted should be rolled into the core build by default.
January 15, 2021
Zendesk is a poor product with poor customer support
Score 1 out of 10
Vetted Review
Verified User
Zendesk is a very poor product with much worse customer support. We started using Zendesk a couple of years ago when we grew to the point that multiple people were supporting clients and prospects. We were given a referral code that suckered us in with a low initial price. The price rose rapidly after the initial period and everything is an add-on. The user interface could not be more clunky. Managing customers, especially customers that you may interact with across both email support and live chat, and across multiple support reps, is challenging. It is a very manual process to identify prior support tickets from the same customer so reps are constantly repeating the same information to the irritation of customers. And, perhaps most importantly, Zendesk offers terrible customer support. I dread any time I need to contact Zendesk for any kind of assistance. They respond slowly and usually with nothing of value to add. And if you ever need a refund, forget it. Zendesk is a poor product with poor support that I would never purchase again under any circumstance.
- Email support looks like a regular inbox
- Easy to pass customers across multiple reps
- Customer support
- Price
- User interface
- Customer management
- Logging in
- General attitude of the company and people I have interacted with
- Hard to coordinate tickets between multiple agents that might touch a client
October 06, 2020
Inflexible and Difficult to Use
Score 1 out of 10
Vetted Review
Verified User
We used Zendesk to handle customer questions from our website contact form and social media. It allowed multiple people to be able to do customer support from day-to-day.
- It integrated with Facebook.
- It integrated with Twitter.
- The workflow was fixed, so if your ticket flow didn't fit with how ZenDesk thought it should it was difficult to manage. For example, I like to separate tickets where we are waiting for something from the customer from tickets where I'm waiting for an employee to deliver something. This was impossible, and when I gave that feedback I was told that wasn't a valid way of looking at support. This meant I had to inspect each and every "Pending" ticket every day to separate them to generate a list of tasks.
- Their ticket UI is weird and difficult to understand.
- As a manager, I wanted to see what tickets my customer service agents submitted over the past week, but their "View" feature doesn't include OR logic making it impossible to create a proper search. Even just getting a list of all of the tickets that were completed in the past week was impossible without a lot of massaging of the data, and tech. support refused to even answer the question. I had to do two searches, one for "solved" tickets and one for "closed" tickets, and you couldn't change the state workflow since their crazy system doesn't allow it.
October 01, 2020
Not really for the smaller companies.
Zendesk is used for Service Support Desk functions as well as for Knowledge base. It was used broader in the company, but teams outside of Tech moved over to Wrike for more project functionality and integration with other tools.
- Automation works well for ticket distribution
- Knowledge base is clean and provides a good search feature
- Out of the box features are lacking
- Costs to add on other features to empower staff can get costly
- Support not always responsive
August 04, 2020
Stay away from Zendesk!
Score 1 out of 10
Vetted Review
Verified User
Zendesk Sell is being used by our sales team and Zendesk Support (Suite) is being used by our customer success team to manage issues that patients have accessing our platform. We have a small company so we only need a couple of accounts on each. We were trying to use Duet because we have practice customers and payer customers so we could double up on our client success team managing our practice pipeline and customer issues.
- Tagging system.
- Confusing UI. Tickets don’t make sense where they are.
- Lack of customization on the right hand nav.
- Terrible customer service.
Score 1 out of 10
Vetted Review
Verified User
Zendesk is a terrible product. First, while they have many modules, managing them is disjointed. They literally call the same feature by something different across modules. Further, ironically, Zendesk might have the worst customer support of any product we use to run our business. Response times are slow and answers are quite commonly terrible -- they do not address the actual question nor are they coherent. If I were to start over I would not even remotely consider Zendesk and you should not either.
April 30, 2020
Read the fineprint before purchasing.
Score 1 out of 10
Vetted Review
Verified User
We used it to manage customer phone calls/interactions and tickets.
- Good for managing issues and allocating problems across a diversified team.
- Cancellation policy - we cancelled our domain (no longer using it) and they still billed another year even though they knew we didn't need it.
February 20, 2020
Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!
Zendesk is used by specific departments in my organization, having started with just a few and slowly implemented to more. Further implementation is planned, but the process of training and acquiring buy-in is tricky. Using Zendesk has streamlined specific types of requests (for support, etc.) and several functions are helpful for internal communication. The ability to track the types of requests for support is helpful.
- Internal notes and side conversations are very helpful
- Organization of particular problems, support requests, etc.
- What will happen to a response can be confusing; oftentimes users (both trained and untrained to use Zendesk) send a reply to more people than was intended
- The email communications can be overwhelming with the amount of information on the page
Zendesk is being used by our entire organization as the primary way to support internal and external end-users. This support comes to us as support tickets using Zendesk. This application came as a replacement to a previous solution we had in place to address issues we had related to poor customer satisfaction.
- Clean UXI and intuitive.
- Great reporting.
- Integration of other 3rd party products.
- Price can be prohibited for some smaller companies.
- We found some workflow issues that since have been resolved but they are definitely something to keep an eye on.
October 30, 2019
Zendesk is an easy to use helpdesk tool
Zendesk is currently being used by our Customer Experience team.
- Able to solve customers' issues.
- Mostly user-friendly.
- Able to work collaboratively with your team.
- UI can be a bit more welcoming.
- Sometimes searching for specific tickets can be hard.
Zendesk is being used in our Sales department. This platform has allowed us to maintain quality service with our clients. Integrates all communication channels used by the company. It has functioned efficiently as an e-commerce tool, determining its customer support through email, telephone line, social networks, and real-time chat. Everything is provided fast, simple and personalized communication with each and every customer in the company.
- It has an extremely nice interface, it can be customized, which allows it to be easy to use and allows you to have all the information we need from the client.
- Zendesk keeps a record on the ticket of all interactions that occur with the customer.
- It has an effective self-help customer service tool to make them self-sufficient.
- It allows to efficiently manage the platform from mobile devices thanks to the fact that it has mobile applications for iOS and Android.
- It provides a function that allows determining the performance of the attention we offer to customers through surveys.
- It is unpleasant to have duplicate messages when the ticket system is open and not assigned.
- Zendesk prices can be expensive.
Zendesk is a tool we use primarily for inbound emails. It allows us to separate our inboxes for different departments, as well as assign which agents have access to each box. It also integrates with our chat software (SnapEngage), so that incoming chats become tickets and can be saved and researched easily when necessary. It allows an easy interface for all electronic interaction with our clients, as well as providing an easy platform for quality assurance review.
- Allows multiple inboxes with easy assignment of inboxes to specific agents.
- Integrates well with other software we use such as SnapEngage.
- Organizes tickets for emails, chats and calls for easy access and research.
- No real cons...easy to use, with a great interface!
June 20, 2019
Zendesk adds Zen to our team!
We use Zendesk for customer support. Our members send us a request and we respond via Zendesk.
- Macros.
- Call features.
- Triage buckets for email requests.
- Site freezing.
- It would be nice to unsend an email.
June 08, 2019
A great tool for small to medium-sized companies who want a robust tool to offer multi-channel support
We use Zendesk at our small ecommerce company to support our customers via email, in-app submissions, Facebook, and Twitter. Zendesk was the right choice for us because it's relatively easy to implement, allows us to quickly create and update our help center/FAQ, has multiple integrations for the other tools that we use (i.e. Shopify), and it scales appropriately with our small setup. I've set up and used Zendesk at three separate companies and I highly recommend it for those expecting fewer than 1500 tickets/week. The robust tools they offer will allow you to create a CRM from scratch, customize it to your liking, and offer great support right off the bat.
- Instead of using a developer's time to create a landing page for your FAQs, you can quickly and easily implement and update your FAQ/help center through Zendesk's Guide tool.
- Quickly and easily customize your customer's experience when interacting with your organization's support team. For example, you can update the automated response received upon ticket creation and the design of that email sent to customers from Zendesk's portal.
- Out of the box analytics for key KPIs. If you don't have much experience with this Zendesk's pre-built analytics will help you get an idea of how your support team is performing. If you want more robust reporting you can build it out with Zendesk's free Goddata analytics tool.
- The pricing is a tad high. Considering that they're a larger company I wish they'd offer the same account levels at lower prices.
- Their analytics infrastructure is good for basic reporting but I wish they had more robust options for advanced users, looking for more insight into their customers' inquiries.
March 01, 2019
Nearly perfect customer management software
All customer emails come through Zendesk. It provides an easy line of communication between our policyholders and us.
- Organizing and prioritizing emails.
- Merging customer data.
- Reporting trends.
- Integration with third-party phone providers.
- Intuitive reporting tools.
- Customer surveys.