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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…

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Learn from top reviewers

Intuitive, adaptable and highly customisable software!

Rating: 9 out of 10
September 28, 2024
IncentivizedVetted ReviewVerified User
Zendesk Suite is used as both an Internal and External Customer Support interface. The help centre across different brands works to engage customers and answer questions befor...
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Charlotte Eaves
Engineer - Information Technology
Zendesk Systems Engineer
Alchemy
Zendesk Suite10 years of experience

Zendesk: easy to use, fast to implement and extremely powerful

Rating: 10 out of 10
September 26, 2024
IncentivizedVetted Review
Zendesk Suite is used threefold in our business. We use it as a self service tool for our customers allowing them to resolve issues fast and reliably. It's a central hub for o...
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Thomas Verschoren
Consultant - Professional Services
Senior Solutions Specialist
Premium Plus
Zendesk Suite13 years of experience
Verified on LinkedIn

Easy to use and time managing with good and excellent features.

Rating: 8 out of 10
September 22, 2024
IncentivizedVetted ReviewVerified User
It shows or illustrates all the tickets that need attention and also shows the customers' responses. Zendesk normally addresses the work that needs to be done, shown from high...
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Zusipe Ngxamile
Consultant - Customer Service
Documents support agent
motorway
Zendesk Suite1 year of experience

The Best There Can Ever Be!

Rating: 10 out of 10
September 22, 2024
IncentivizedVetted ReviewVerified User
I use Zendesk Suite to send external and internal messages, reply to external emails, and communicate with other internal departments. It solves work overload. I can track tic...
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Sinethemba Mthembu
Consultant - Customer Service
Documents Specialist
Motorway
Zendesk Suite1 year of experience

Zendesk review.

Rating: 10 out of 10
September 22, 2024
IncentivizedVetted ReviewVerified User
Zendesk is a fantastic tool to communicate with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and statuses are used to ...
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Nontobeko Mkhize
Consultant - Customer Service
lead associate
WNS global services
Zendesk Suite2 years of experience
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How Zendesk Suite Differs From Its Competitors

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 …
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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 …
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Customer Experience

It really helps with the customer experience as there is a feature that shows non-API tickets, which includes all the emails sent by the sellers who require assistance rather than calling. Also, the open tickets, which are shown with the red dot to show that they require action, or the seller has …
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Customer Experience

As stated in my previous responses, Zendesk allows us to not only record our trouble tickets and act as a knowledgebase as a result with its robust search engine, it also allows us to communicate vital information about the problem directly with the customers. While other solutions also provide …
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Customer Experience

The team was supportive and helpful in resolving issues whenever we faced them. When suddenly tickets would disappear or reminders would not work, they would help us fix it. Like mentioned earlier they are prompt as they know the importance of customer support they themselves are always on their …
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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 …
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Customer Experience

Using Zendesk was overall good and easy to pickup. My biggest complaint is the customer support, which is now no longer exists, as well as the poor handling of our account from our account manager.
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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 …
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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 …
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Customer Experience

The help documentation is great, I generally hate using help documents to get answers to problems and questions I have, but ZenDesk makes it very easy. A simple Google search will pull up their documents and screen shots and clear instructions are almost always found for the questions and problems …
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Customer Experience

Zendesk makes things easier for those customers who can not upload some documents on their profile so they will send all their documents, photos, and all other relevant information via email and we receive all that information immediately and upload it into the customer profile quickly and proceed …
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Customer Experience

Zendesk shows us if the document is unacceptable, and there are macros we can use. If you need to inform sellers of the required documents, you can attach documents in an email to show sellers examples of what is needed. I have a very good feeling about the direction Zendesk is headed in.
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Customer Experience

The help documentation quality could be improved on. It would also be nice if our assigned rep would follow up with us more frequently on how Zendesk Suite is treating us and what we would like to see improved.
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Customer Experience

I have used Zendesk support. Despite having to go as far as recording a video of my issue, the help desk representative claimed they couldn't replicate my issue and closed the ticket. Long time requests from Zendesk users such as markdown tables continue to be ignored for years whilst completely …
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Customer Experience

I love that its very user friendly to use and easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.It is easy to implement and handling , This makes business easy for the customer support agents
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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 …
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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!
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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 …
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Customer Experience

It helps us because it introduces many updates , and its updates that benefit the company and its users . For e.g There is a function called zingtree that assists with bereavement sales . It helps ask for particular documents that are needed for that sale to continue. These sales are sensitive and …
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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, …
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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.
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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

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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
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Product Demos

Zendesk Demo: The Basics

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.7
Avg 8.1

Self Help Community

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

8.5
Avg 7.8

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 7.8
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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...
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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).
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Comparisons

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 195)

Very easy to use

Rating: 9 out of 10
October 07, 2013
RW
Ryan Wong
Solutions Consultant, SMB
Xactly Corporation (201-500 employees)
Vetted Review
Verified User
Zendesk Suite
1 year of experience
Pros
  • Very easy to use.
Cons
  • I didn't have any issues with it.
Likelihood to Recommend

Inflexible and Difficult to Use

Rating: 1 out of 10
October 06, 2020
Verified User
General Manager in Engineering
Computer Hardware Company, 1-10 employees
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Use Cases and Deployment Scope
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.
Pros
  • It integrated with Facebook.
  • It integrated with Twitter.
Cons
  • 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.
Likelihood to Recommend
If you have a very simple need to just log emails or phone calls without a workflow then it worked fine as long as your requirements are dead simple.

They promised integration with Shopify and that never worked. The ticket workflow system couldn't be modified. The online solution database was useless and we couldn't use it. Typically you'd create a database of responses to quickly answer common questions, but the idiotic feature to insert the responses was so difficult to use we ended up having to use a separate window and then copying and pasting everything. It took twice as long as the system we switched to.

Zendesk: easy to use, fast to implement and extremely powerful

Rating: 10 out of 10
Incentivized
September 26, 2024
Use Cases and Deployment Scope
Zendesk Suite is used threefold in our business. We use it as a self service tool for our customers allowing them to resolve issues fast and reliably. It's a central hub for our agents to work on the tickets that require a human touch, assisted by automations, context and a uniform interface across all channels. And we use it on the company level to get insights in hidden issues, process optimizations and knowledge gaps.
Pros
  • Self service over social channels via AI Agents (Bots)
  • A central hub for all your knowledge base content to be used across an FAQ, Bot and available for Agents
  • Omnichannel workspace for agents that unified all communication
  • Collaboration across departments and platforms
  • AI automations (writing tools, summaries, pulling up relevant tickets and knowledge)
  • Routing to the right person and team based on skills and availability
Cons
  • The flexibility in setup means onboarding requires choices across multiple places in the admin tool
  • End-user profiles across multiple brands is complex
  • Shed legacy items like chat (now messaging), assignment triggers (now routing/queues) faster for new users
Likelihood to Recommend
Zendesk is perfect to scale support non-linear. If you have a 1000 tickets, most often half of those are the same 2-3 questions. By leveraging its AI agents you can deflect more than half of your tickets easily. What remains are either tickets that require information (order number, issue type,..) which a bot can also ask before it reaches the agent. This way Zendesk can make sure that IF a ticket reaches an agent, they only see those use cases with all the required context that do require their expertise or insights.

Zendesk is an easy to use helpdesk tool

Rating: 7 out of 10
Incentivized
October 30, 2019
Verified User
Account Manager in Customer Service
Computer Software Company, 51-200 employees
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Use Cases and Deployment Scope
Zendesk is currently being used by our Customer Experience team.
Pros
  • Able to solve customers' issues.
  • Mostly user-friendly.
  • Able to work collaboratively with your team.
Cons
  • UI can be a bit more welcoming.
  • Sometimes searching for specific tickets can be hard.
Likelihood to Recommend
Zendesk is an excellent solution for helpdesk purposes. It will allow you to be on top of all of your tickets so no customer issue will slip through the cracks. Sometimes one user starts with the ticket and can take weeks to solve the issue. However, Zendesk will allow assigning that ticket to the same person so there is no miscommunication. It is also very easy to assign tickets to a specific person because you know that person will be the best to respond to that ticket.

A highly configurable, easy to use ticketing system

Rating: 9 out of 10
Incentivized
January 22, 2021
SO
Sam Othman
IT Systems & Telephony Administrator
Ignite Travel Group (Airlines/Aviation, 51-200 employees)
Vetted Review
Verified User
View profile
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
We have been slowly using it to try to migrate mailboxes out of Outlook and into Zendesk to allow for better and easier management of support. It is great for small tickets but not so good for project management. We use it in conjunction with Jira. If someone submits an issue that is bigger than a quick fix, we use Zendesk to create a Jira task and handle the rest of the project through that. We can then link all other Zendesk instances of the problem to the same Jira task.
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