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
(1-25 of 35)Companies can't remove reviews or game the system. Here's why
April 22, 2024
Zendesk Suite is a great starter ticket support option!
We use it to bring all of our customer service emails into one platform. We are only using the support and explore feature currently as we are not ready for the other products. Before we were working strictly out of a shared mailbox which made it hard to address customer concerns and there were no SLAs around that. We were not giving high quality customer service.
- Statuses for support tickets
- SLA's
- Reporting
- Easy to use interface
- tagging of tickets
- Allowing secondary emails to receive ticket status updates
- More status updates and report on them
- Native Integrations with more ecommerce platforms
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.
October 06, 2023
Software Implementation Specialist
The company I work for is [...}, we are a SaaS company that offers a trading platform for other Companies to manage their individual employee stock options/equity compensation plans. Our clients are big organizations and the employees of those plans are considered to be participants of the employee stock plan. We currently use Zendesk to communicate with the client's stock plan admin as well as participants of the stock plan. Most of what I deal with are participants who have questions and inquiries related to their personal accounts such as account statements, password resets, questions about current status of their funds.
- Really good find and search options, easy to search for a participants email
- I'm able to find a consolidated history of all the interactions each participant had in the past with us
- Able to save responses for the rest of the employees can use as a generic response to certain FAQ. For example if a participant wants to know how to exercise their options, we have a saved paragraph that goes through step by step of how to exercise options or to sell stocks they have and a guide on how to do this in a saved response.
- Not sure if this feature was blocked on purpose but our Zendesk emails does not have a forward function. When a participant claims they did not receive our emails, we don't have the option of forwarding that email to the participant.
- When a case gets closed on Zendesk I don't have the ability to reopen it. Instead I need to start a new case.
- Hard for me to pull the data that I need for reports. (I'm not sure If I have that access to do so or if the tier that we bought supports it)
September 25, 2023
Reasons why we chose to work with Zendesk.
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 environment. Customer Satisfaction Surveys were a big plus because they allowed us to see where our team needed to improve. Lots of configuration was required to get it running perfectly, but in the end, it was worth it.
- Customer Satisfaction Statistics.
- Ticket Management.
- Shopify integration.
- Reduced downtime.
- Better automatic ticket distribution.
- Auto reply emails.
- Better spam filters.
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
September 25, 2023
Why we chose Zendesk Support Suite over all the other apps out there
We use it for several ways, to support real estate agents across the US by utilizing Zendesk via email, chat, and voice. We employ the usual ticketing system to answer and address issues submitted by real estate agents. It is also handy as a real-time chat application where they can easily send messages to us by using the CRM platform.
- email customer support
- chat customer support
- voice customer support
- macro usage
- zendesk reporting
- tag usage
- delays during chat where the last message sent does not reflect at once and needs a page refresh
- problems with reporting that does not show real-time data when pulled up
- creation of child tickets a bit buggy, does not reflect after adding one
May 30, 2022
Yikes, run from Zendesk
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
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 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 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.
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.
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.
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.
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.
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.
October 10, 2018
One of the best support desk apps money can buy
We use Zendesk is our customer support desk. Customers can raised support tickets within our application or via email which is sent to Zendesk. Our support team respond to queries from Zendesk. Other departments such as finance, sales and product can view support tickets and post internal comments to resolve queries. Zendesk helps us manage customer queries in a timely manner while ensuring no queries get lost.
- Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
- Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
- Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
- Make reporting easier - the reporting engine in Zendesk is very powerful, but at the same time, complicated to use. Would be good if they made creating reports easier.
- Pricing - the pricing plans for Zendesk are quite expensive. There are a range of other systems which provide base level features that match Zendesk.
August 28, 2018
Zendesk is our hub for knowing our customers and being customer driven in our business
We use Zendesk to manage our inbound technical support, account support, technical services and requests from our contact page for communicating with users. We gather how to, bug reports and improvement requests from our users and are able to solve issues and track requests through a variety of systems we have integrated with. It is the central hub of how we interact with our customers when they reach out. In addition to traditional ticketing, we use to to tag users for early visibility testing in various areas of our product as well as a portal to our entire company to view and see tickets related to issues we may be solving in other areas of our business. Management, Development, Customer Success, Sales, Marketing, Quality Assurance, and even with our trusted partners, Zendesk is how we measure and organize all of our communications from our free, paid and educational users.
- Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
- API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.
- They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
- We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
August 22, 2018
The Pros and Cons of Zendesk - A Manager's Perspective
We needed an all in one support desk tool that would allow us to handle communication with clients from different platforms. We use Zendesk across the organization to maintain all communication with all our clients, both potential and existing.
Zendesk solved 3 big problems for us
1) System-wide accountability - being able to know who was working on a support ticket at any time and who it was assigned to. Previously, we had to rely on manual communication for this.
2) All in one communication - we are now able to have all our communication channels in one place, whether it be a website, email or social communication.
3) Customer resolutions - with Zendesk, the amount of time it took to resolve and address customer queries has been cut in half, we are now more efficient and able to handle queries better.
Zendesk solved 3 big problems for us
1) System-wide accountability - being able to know who was working on a support ticket at any time and who it was assigned to. Previously, we had to rely on manual communication for this.
2) All in one communication - we are now able to have all our communication channels in one place, whether it be a website, email or social communication.
3) Customer resolutions - with Zendesk, the amount of time it took to resolve and address customer queries has been cut in half, we are now more efficient and able to handle queries better.
- With Zendesk we are able to have a holistic view of which customers have been attended to. Zendesk's easy to use Inbox feature makes this easy for anyone to join the team and start working in support.
- The integration with multiple platforms for communication makes this the goto Support Desk tool. We are able to have all our website, social media and email communication come into one location for all support staff to handle and see
- Zendesk apps and plugins increase usefulness. Being able to add apps to our Zendesk makes it easier for us to do things like measure productivity, conduct surveys and share customer communication on channels like Slack
- The ability to build your own Knowledgebase and have it on hand when answering customer queries is a life send. This alone is worth the monthly fees. As you can build up a Knowledgebase overtime and link to it on a website or through different communication channels.
- Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
- Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.
July 13, 2018
Zendesk
Zendesk is our primary mode of communication with our customers. We use it mostly for email but have a few other uses for it as well. We plan to eventually use it for phone and/or chat support.
- It's a great tool for ticketing and tracking customer interactions.
- It has a huge amount of customizability. Almost too much in some cases.
- Because every business needs to use Zendesk in their own context, the tool isn't immediately understandable. It's quite complicated in many ways.
- The biggest area for improvement would be analytics. The current Zendesk analytics platform is quite bad.
December 12, 2017
Zendesk is an everyday tool in our company
Zendesk is being used by the support department. It is the main tool for customer service and support analytics.
- Easy to use. It helps to save time when solving customer tickets.
- Great integration possibilities. There are lots of ways to expand Zendesk functionality with other tools or connecting with a CRM.
- Powerful analytics.
- Reporting part is a bit slow.
April 06, 2016
Why Zendesk will help your business grow!
Score 9 out of 10
Vetted Review
Verified User
We use Zendesk in our organisation to manage tickets submitted by our customers to have all inbound requests in one central system where a member of the customer services team can then address them accordingly. We also use the help center side of Zendesk to build a knowledge base which our customers can access and seek the answers themselves. Zendesk is used by our customer services team (incorporates our account management team). Zendesk helps us to manage the inbound requests we receive and we can also reply with custom made answers that we have previously set.
- Zendesk is really user friendly! I can only compare it to Desk.com as I used this in a previous company and this is far superior.
- The ability to freely customise the help center has been hugely beneficial as we can then align it with our corporate website.
- The number of integrations with other pieces of software has helped in the day to day running of the business - e.g. integrating with Slack, Zopim and Zapier.
- An internal agent chant functionality would be really useful!
- The search function is a bit annoying as the results are sorted in an odd way. You expect it to show currently active tickets at the top and then list the rest in order from newest to oldest, when I search for a common issue I still get old tickets near the top!
- It would be nice to be able to bulk edit orders - i.e switch a lot of tickets to another agent.
October 06, 2015
Zendesk has proven itself to be extremely valuable
We are currently using Zendesk to support all of our teachers and staff at our elementary school. That is from toddlers all the way up to sixth grade. We are a one-to-one school from grades 3-6 who utilize Google Apps for Education and Microsoft Office 365 for students and staff. Being the only IT staff I use Zendesk with the assistant head of school and our technology teacher to track not only what the current problems are, but what issues are arising based on the data we're collecting. Things that maybe weren't apparent when it was just emails that were being sent back and forth. One basic example that Zendesk showed us is that our response time was between 30-40 hours. Now I am able to work on responding in helpful ways even if I can't get to the problem immediately.
- Zendesk gives everyone involved simple, clear data to track and manage issues or projects. For me the greatest help has been this repository of tasks I can come to everyday without worrying about whether I've forgotten something or not.
- The basic bits of data have proven very valuable. Leveraging even the most basic data about response times, tickets all related to one specific issue, recurring areas of trouble has been and is continuing to be very encouraging.
- Being able to give our staff direction on how they can get support helps everyone feel better about how our time is being used. Going from nothing to Zendesk has taken a lot of stress off of my plate, even with the lowest package, Starter.
- The main functionality of Zendesk that has been apparently lacking to me is when a user creates a new ticket its not clear enough how they can follow along with that ticket specifically. I could see the default automated ticket creation response being focused more on allowing the creator to view that ticket online. A few users will send a new email, thus creating new tickets, before I get a chance to respond to their original ticket.
- The app feels more limited than the website. I'm not sure that it actually is, but because it seems more focused on viewing than taking action I don't use it as much. I do find that when I want to do something from the app it's usually possible, I just feel that it could be simplified in terms of common actions being forefront. More so than the standard tab bar iOS UX/UI mechanism.
- I'm not sure how you would implement this, but intercepting other support members chiming in on completed tickets or adding redundant comments.
September 30, 2015
Zendesk excels as internal helpdesk
Score 9 out of 10
Vetted Review
Verified User
- A full feature set and the right automation and integration features, enough to support support staff so that the system is used to capture everything. This is a key difference: a product that gains a positive feedback loop versus one that slowly fades out of proper usage.
- Automation and customization settings and user interface.
- Mobile app.
- Email integration - the feature to forward an email into Zendesk and have it pick up the requestor from the FWD is a key enabling feature when used as an internal helpdesk.
- A broad set of integrations.
- Reporting and tracking of metrics.
- The agent user interface is good, but still needs work: there are two versions of the UI - the older version is fairly static and has too many clicks often to get common tasks done. The new interface has "tabs" inside the interface instead of taking advantage of browser tabs, and the back button cannot be used in many situations.
- The knowledge base is good, but not great: the interface is a bit clunky, more so than the other areas of the interface. Also, when using it for an internal helpdesk on a Plus account only "agent" accounts can edit articles, so internal users cannot collaborate well on knowledge-base articles.
We use Zendesk as our internal IT help desk application to support over 1,000 employees and to support users of our public facing website. Zendesk has significantly improved our communications as an IT team. Specifically, it streamlines the escalation of issues, hand offs to other staff for resolution, and more importantly...it provides me as the IT Director a view into the issues that are trending within our organization.
- Integration with third party applications - We love that ZenDesk integrates with so many other tools we use as an IT Support Team. This helps us readily access everything we need from one vantage point.
- Workflow. IT help desk lives and dies by how well you can manage the workflow of issues. Both the desktop app and mobile app are extremely easy to use....allowing our staff to access and respond to issues efficiently. ZenDesk also allows us to capture 'internal' comments between our staff without exposing those to the end-user. We love keeping all of our notes together in one place.
- Automation - ZenDesk has some incredible tools to automate workflow. Both their automations and triggers help us to route and escalate certain types of issues based on the contents of the emails coming in from end users.
- ZenDesk does offer a knowledge base tool, but it is very limited. It would be great if you could lock down the knowledge base site based on incoming IP address so it could be used as an internal knowledge base without requiring your staff to login. It would also be great if ZenDesk had lower cost user license just for the knowledge base so it could be used for other purposes beyond the ticketing system.
- At the 'Regular' account level, some reports are available, but they are awkward and very limited.
- It's a little pricey.
May 11, 2015
Best Online Ticketing System!
Score 10 out of 10
Vetted Review
Verified User
- Customers can easily sign up and open a ticket with our helpdesk.
- Reading, editing, updating tickets is super easy online and on phone client.
- Reporting features are a bit (just a little) limited. It would be nice to create Salesforce-style reporting where we could pick and choose more fields, criteria, etc.