Skip to main content
TrustRadius
Zendesk Suite

Zendesk Suite

Overview

What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve…

Read more

Learn from top reviewers

Review On Zendesk Suite

Rating: 10 out of 10
April 16, 2025
IncentivizedVetted ReviewVerified User
Zendesk provides a suite for all customer service for the team to interact with each other via tickets, queries, feedback, also Zendesk provide Help Centre to make services ea...
Continue reading
Ifra Saqlain
Engineer - Information Technology
Front-end Developer | Zendesk Developer
Previous Company
Zendesk Suite4 years of experience

Flexible and efficient!

Rating: 10 out of 10
March 11, 2025
IncentivizedVetted ReviewVerified User
We use Zendesk Suite to manage our external support to guests and vendors for email, chatbot, and text support. We also use it for our external and internal help centers with ...
Continue reading
Verified user
Manager
Zendesk Suite15 years of experience

Reasons why we chose to work with Zendesk.

Rating: 8 out of 10
March 10, 2025
IncentivizedVetted ReviewVerified User
We used Zendesk primarily to receive, work and follow up with customer's tickets. Zendesk helped our organization manage customer inquiries very efficiently in a fast-paced en...
Continue reading
Verified user
Employee
Zendesk Suite3 years of experience

Very Happy Zendesk Suite User

Rating: 10 out of 10
March 4, 2025
IncentivizedVetted ReviewVerified User
We use Zendesk Suite daily in our Customer Support Department. We use both email and chat to assist our customers. We love the ease of seeing our tickets in the date received ...
Continue reading
Megan Espinosa
Manager - Customer Service
Customer Support Manager
Gadget Guad
Zendesk Suite7 years of experience

Helpful product with consistent updates, but room for improvement

Rating: 8 out of 10
February 24, 2025
IncentivizedVetted ReviewVerified User
[...] uses Zendesk Suite for all customer communications, including support and onboarding channels. We use the platform for email, chat, and text/SMS support channels and var...
Continue reading
Matthew Brown
Director - Customer Service
Director, Customer Solutions
Shelterluv
Zendesk Suite5 years of experience
Log in with LinkedIn to see content from your network

How Zendesk Suite Differs From Its Competitors

Customer Experience

Help documentation is fantastic and provides step by step ways to resolve issues. Customisation is easily done to attend to changing business requirements. Reporting is fantastic and the dashboard can be easily modified and new information added. Zendesk Guide features show insight on the self …
Continue reading

Customer Experience

The help documentation is amazing. It helps to share appropriate responses to the customer instead of looking for that information in multiple sources.
Continue reading

Customer Experience

Quality of help is usually pretty spot on, but sometimes tickets with Zendesk Suite agents can go on for weeks or months without a real resolution. Most of the time it's sending you to an article to try and figure it out yourself, or hope that another user has responded to the thread with the …
Continue reading

Customer Experience

Zendesk's own Help Center offers a wide range of support. You have both basic articles explaining why something exists, in depth articles explaining how it works, and support articles that handle the edge cases and potential issues. It's network of partners combined with their own in-house support …
Continue reading

Customer Experience

Honestly, I haven't needed to reach out for support or anything in 2 years, the only thing I have used from that part is the shortcut sheet, due to the easiness of the suite I can move from ticket to ticket, mark as solved or leave open within seconds some times, leaving only the complexity of the …
Continue reading

Customer Experience

Zendesk Suite is not extremely intuitive to someone who is brand new to the ecosystem. Training is definitely required. There is an exceptionally robust community however and documentation is plentiful. It's very likely if there's something you want to accomplish with Zendesk Suite, someone will …
Continue reading

Customer Experience

There is a ton of great knowledge available via self-service through the support documentation, user community, and training resources. Bot-assisted Advocates are available 24/7 through the platform, with fast response times for urgent issues. One challenge for some is that phone support is gated …
Continue reading

Customer Experience

Zendesk is reliable. It makes interaction with customers or sellers very easy and fast, you can use it anytime. It's reliable since you can share internal notes with your colleagues, and track everything that has been sent to the seller or customer. if the seller has communicated with us and there …
Continue reading

Customer Experience

Using Zendesk has helped the business with efficient response time to the sellers, giving quality customer support. Zendesk has five types of tickets: open, pending, and on hold; these statuses allow us to see if we are awaiting customer response or vice versa, and the last status is solved, …
Continue reading

Customer Experience

I've had a generally good experience with Zendesk Suite, especially in terms of support and usability. Teams can easily get started using Zendesk's extensive and user-friendly toolkit. The knowledge base is a great resource for understanding best practices and resolving problems, and the setup …
Continue reading

Customer Experience

Customers are also able to send us pictures, documents, pdfs, and videos. We are also able to download attachments that have been sent by customers. I like the fact that I'm also able to view the Zendesk Guide and Support which makes it much more easier to navigate around the app.
Continue reading

Customer Experience

The support team is great, also the community is always interested in solving problems of the users of other companies. I would also would like to point the view on the luminaries, a group of CX and Zendesk experts, who are also solving problems with a higher experience than others.
Continue reading

Customer Experience

The help documentation and community have been how I learned mostly how to use it. I'm mostly self taught in using the platform and feel that I know it pretty well. They also offer different workshops and webinars to explore new products and different features that help a Zendesk Suite manager …
Continue reading

Customer Experience

The admin and configuration portions of Zendesk take some time to master. Their training and courses are great! With a little time, you can start making Zendesk automate the support coordination and management that you must manually handle with other support and help desk solutions. There is also …
Continue reading

Customer Experience

Zendesk Suite and knowledge base provides great help as there is a step by step guide with snippets on where to go for that specific task and we also have efficient support for creating or amending of reporting dashboards with amending and creating of new macros where this is done swiftly by the …
Continue reading

Customer Experience

Zendesk Suite provides some useful getting started guides and was able to provide one on one support for our initial deployment. The documentation overall is easy to follow and in most cases we didn't run into difficulties. Some addons however did prove a challenge, and seemed to cause the …
Continue reading

Customer Experience

The support area in general is great. It's rare that I can't find an article or comment about something I'm looking to resolve. The chat support is really good. We are in the UK timezone, so more often than not we are waiting for North America to wake up before we get replies. It would be cool if …
Continue reading

Customer Experience

Zendesk Support is a most important system of Zendesk Suite. In this, lots of features which makes the business easy, we can resolve the tickets via automations, we can create triggers, macros for auto-reply, we can prioritize the tickets also we can assign the tickets to the agent who is master …
Continue reading

Customer Experience

The experience has been very flexible, as Zendesk integrates all of my work into one place. Being able to locate tickets that need my urgent attention and tickets that are of low priority makes my work on Zendesk very convenient. This is my primary working station!
Continue reading

Customer Experience

It is easy to navigate the Zendesk help center with straightforward answers and article titles that make it easy to find the content we need. The Zendesk messaging channel is intuitive and guides one by helping us describe the problem, which is usually resolved quite promptly.
Continue reading

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

Return to navigation

Pricing

View all pricing

Suite Team

$69

Cloud
per month per agent

Suite Growth

$115

Cloud
per month per agent

Suite Professional

$149

Cloud
per month per 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)

  • $69 per month per agent
Return to navigation

Product Demos

Zendesk Demo: The Basics

YouTube
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.7
Avg 8.2

Self Help Community

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

8.5
Avg 7.9

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.

8.6
Avg 7.9
Return to navigation

Product Details

What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience.

Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

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

Screenshot of the Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations

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

Zendesk Suite Competitors

Zendesk Suite Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security
whistic readyRead Zendesk's Security Report on Whistic Security Networkâ„¢

Zendesk Suite Downloadables

Frequently Asked Questions

Zendesk Suite starts at $69.

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

Reviewers rate Ticket creation and submission highest, with a score of 9.3.

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

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 81)

Best cx tool

Rating: 9 out of 10
Incentivized
September 28, 2024
Verified User
Professional in Information Technology
Hospitality Company, 1001-5000 employees
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Use Cases and Deployment Scope
We utilise Zendesk Suite for IT Support ticketing solutions. The previous system didn't have adequate KPIs, and features and resulted in poor service delivery. Now with Zendesk Suite enriched system, our support team is able to easily attend to issues and it has improved our KPIs. It has also improved reporting to our Executive team.
Pros
  • Automation macro
  • Reporting
  • Slide conversation escalation
Cons
  • More use of Gen AI
  • Improvement in OCR
  • Customisations
Likelihood to Recommend
Excellent CX product

Top Tier Customer Support Tool

Rating: 10 out of 10
Incentivized
April 27, 2021
PV
Peter Vadelnieks
Customer Support and Project Manager
SES-imagotag (Retail, 501-1000 employees)
Vetted Review
Verified User
Zendesk Suite
6 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • Customer experience.
  • Data collection.
  • Data reporting.
  • Telephone integration.
  • Chat.
Cons
  • Guides.
  • Data dashboards.
Likelihood to Recommend
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.

A great tool for small to medium-sized companies who want a robust tool to offer multi-channel support

Rating: 9 out of 10
Incentivized
June 08, 2019
Verified User
Team Lead in Customer Service
Consumer Electronics Company, 11-50 employees
Vetted Review
Verified User
Zendesk Suite
6 years of experience
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Zendesk is great for small- to medium-sized companies that expect fewer than 1500 tickets/inquiries per week. It's especially great for small startups looking to create an out-of-the-box solution to offer customer support at an affordable price. Zendesk doesn't do very well when you have over 1500 tickets/inquiries a week. But once you get to that many inquiries, your company will be larger and ready to evaluate other solutions.

Zendesk Suite - powerful customer support tool

Rating: 10 out of 10
October 22, 2024
Verified User
Employee in Legal
Hospitality Company, 51-200 employees
Vetted Review
Verified User
Zendesk Suite
1 year of experience
Use Cases and Deployment Scope
Zendesk Suite is used to manage customer emails. The best part is the tagging and auto-assignment part! All of thr manual work ends and agents get email/tickets on proper intervals! Workload gets distributed amongst the team. The option to use templates, link emails to Jira tickets or create the tickets directly is very smazing feature
Pros
  • Email Handling and auto-replies
  • Auto-assignment to all online agents
  • Tagging emails
Cons
  • AI related auto-responses which are connected to database in backend could improve customer usability
  • Makine the UI more engaging and fun
  • Connect the AI tool with ChatGPT
Likelihood to Recommend
Zendesk Suite is best for organising customer queries and emails for medium to large organisations. The tagging and automation features come in so handy when we have low number of employees online. The workload gets distributed amongst teammates and picked up quickly. Templates come in very handly and prevent grammatical errors too

The best tool for ticketing I've found.

Rating: 10 out of 10
July 04, 2022
Use Cases and Deployment Scope
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.
Pros
  • Collaboration
  • Email Updates to customers.
  • Custom views.
Cons
  • 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.
Likelihood to Recommend
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.
Return to navigation