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
- 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).
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Score 9 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 Zendesk's 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.
January 05, 2024
Has improved a lot on features - but needs to be consistent and be more client-focused.
On a given regular basis, Zendesk is mainly used in our organization as our main communication tool for support agents and customers catering to the most integrated channels at the moment: email, chat, and social media. We wanted a tool that eliminates working in silo and consolidates all inquiries onto 1 platform hence Zendesk was selected.
- Channel integration: email, chat, social media
- Automations and triggers
- Asynchronous integrations between channels i.e when a customer leaves on chat they can continue on other channels like social media
- Analytics and reporting
- Zendesk FAQs - customizations wise on themes would need coders
- Additional metrics based on specific use cases, specifically real-time dashboards are hard-coded. Most of our metrics are customized hence is not not useful.
- Support can be average and as an enterprise customer, we need our vendor to be at par with the technology and support we provide to our end users.
We used to have all customer conversations- tickets there, all their issues would come on in order of arrival for us to self-signing the tickets for each one and resolve it as we go. The latest reports will always show up at the very top of the page and the older one at the very end of the pages, depending on the amount of tickets the number of pages would change.
- Very easy to use
- Be able to open more than page at a time
- Be able to work 2-3 cases at a time with no freeze
- I believe agents should not be able to take a ticket that has been already assigned to someone's else
- the look needs to be update it looked to old even though it works excellent
October 06, 2023
Get help easier than your 2 minute noodles !!
Zendesk Portal makes it easy for us in our day-to-day operations. We at Rapidops use the following suite of Products for the Zendesk Support suite - support, Guide, Gather, Chat, and Explore.
We have hosted our support portal for articles and videos for one of our customer relationship management tool. We are also using Zendesk as our help ticketing system integrated with our internal platform on a daily basis.
We have hosted our support portal for articles and videos for one of our customer relationship management tool. We are also using Zendesk as our help ticketing system integrated with our internal platform on a daily basis.
- Ticket Management
- Help Portal Hosting
- Chat / Messenger Feature
- Flexibility and customization in GIF Flows in Help Portal
- More themes or capability to upload our branding themes in portal
- Ability to Parse Email Parameters link Phone and Address from the raised ticket or other custom tracking event
October 05, 2023
Centralise all of your support channels in one tool
Zendesk Support Suite is used as our main tool for handling customer support enquiries. We also utilise Zendesk Guide as our public-facing Knowledge Base to allow customers to self-help before contacting our team.
We have also implemented the Zendesk Widget within our app to allow customers access to the guides and to our support form without needing to leave our app.
We have also implemented the Zendesk Widget within our app to allow customers access to the guides and to our support form without needing to leave our app.
- Integrates well with other tools
- Simple user interface
- Multi-channel
- Great API
- Automations can be complex to setup - even getting a notification to slack isn't straightforward
October 05, 2023
Always a good decision with Zendesk!
Due to the initial set up of using Tags for reporting, there was a lack of helpful and timely reporting, lack of dashboards for key management to stay in loop. Once we created the needed custom fields, reporting and dashboards were set up to aid the various teams, managers and executives so they can more quickly identify top product or software issues to resolve.
- Reporting and Analytics
- Ease of Agent Training and Use
- Able to add multiple brands with related custom reports and dashboards
- Adding a new brand and basic help center is easy to do without the need of an expert or web team
- Ability of agents and supervisors to see customer history across multiple channels
- Adding more training on Report building beyond the basics
- Add more flexibility to enhance the report look/format, set up as we have with Micosoft Excel
- Support to Clients is varied- some Zendesk staff are thorough and helpful while others just offer basic responses without resolving the actual issue
September 25, 2023
The best tool to make the clients feel listened
Zendesk is our tool to centralize all the requests coming from clients. These could be tickets about features not working, removed, added, request for help, or even feature requests. The tickets are essential also for the Customer Success team to figure out the level of client satisfaction, to be discussed during the QBRs.
- centralize all clients' requests
- perceive the level of satisfaction of the client with our product
- collect all the feature requests for the PM to categorize them
- keep track of the product issues
- the reporting tool is complicated to use
- sometimes the macros are not correcty triggered and it requires a deep troubleshooting to have them fixed
July 15, 2022
Zendesk is TOP NOTCH!
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
July 04, 2022
The best tool for ticketing I've found.
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.
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.
October 25, 2021
Zendesk is probably the best ticket system out there
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
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.
May 01, 2021
Customer service made easier with Zendesk
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
April 27, 2021
Top Tier Customer Support Tool
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.
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 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
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
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 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.
January 31, 2019
Zendesk is great at tracking and managing requests
Zendesk is used as a request and intake point for tasks, projects, and bugs. This helps us track volume of incoming requests and we can assign priority.
- Easy to manage requests
- Easy to assign tasks
- Easy to manage communication
- Needs a smoother transition between admin view and submitting a ticket
- A way to view what a non-admin user is seeing
- Show preview of attachments if possible
I have worked in multiple fields and have held two jobs at a time, therefore, I have had the opportunity to work with various software. Zendesk is good for smaller companies. It's a good way to keep in contact with customers, they have great chat options and really help to create a seamless communication between your company and the customer. The ticketing software is great it provides detailed information regarding the tickets and a sort of history which is important because you can follow what has been handled, what needs to be handled and what had already transpired, which speaks for itself.
- Ticketing works great
- Following chat and email
- Few glitches in the system and great customer service when and if there is a problem.
- Adding admins to the software can be a bit of a hassle when bringing someone else on or taking someone off, I would prefer an easier way.
- The help center can be designed a little better. Especially with the chat indicator.