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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

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...
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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 ...
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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...
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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 ...
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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...
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Matthew Brown
Director - Customer Service
Director, Customer Solutions
Shelterluv
Zendesk Suite5 years of experience
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How Zendesk Suite Differs From Its Competitors

Customer Experience

Zendesk help centre has recently had a big upgrade and a much simplified interface making it much easier to find relevant articles and advice. Everytime I have reached out to Zendesk, they have replied within 24 hour and are experts at the job they do, offering fantastic advise and best practice …
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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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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

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

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

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

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 …
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Customer Experience

Zendesk Suite support is GREAT! You will always get an expert to help, or they will triage the correct person to assist. No questions have gone unanswered with the Zendesk Suite Team.
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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

The help documentation is great. The primary shortcoming is simply the myriad configuration directions one can take. There are so many ways to accomplish a goal with the options available that it makes sense to spend time not only in the knowledge base but also in community discussions. We also …
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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 …
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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 …
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Customer Experience

It is really easy to do it with Zendesk Suite, the new messaging app is just a breeze once you set it up, you can go between channels without the customer even knowing.
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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

Zendesk Suite allow customers to use their best practices of their client base to advise on how to most effectively use their system. Clients are able to search past inquiries from other clients to see if an answer to their issue or request is already available or clients can engage with Zendesk …
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Customer Experience

The support portal for customers was a lifesaver for many years. The company built up an internal self-help portal with articles and guides. Although in certain places a bit confusing, it is generally quite straightforward.
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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 …
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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

Zendesk Suite is easy to use from an admin and from an agent point of view. The support team loves the interface. The documentation is a bit lacking but the overall intuitiveness of the app makes up for the lack of quality documentation. Overall Zendesk Suite is easy to learn and implement.
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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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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

8.8
Avg 8.2

Self Help Community

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

8.5
Avg 8.0

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 8.0
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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

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Reviews From Top Reviewers

View all reviews
(1-5 of 89)

A great helpdesk solution

Rating: 10 out of 10
Incentivized
April 20, 2021
AG
Alan Gadbois
Esports Recruitng Coach
NCSA Next College Student Athlete (Sports, 501-1000 employees)
Vetted Review
Verified User
Zendesk Suite
1 year of experience
View profile
Use Cases and Deployment Scope
This was mainly used for support tickets but was also used as a knowledge-base and alert system. It was used company-wide.
Pros
  • Great organization of tickets.
  • Great customization.
  • Easy to use knowledge base and alerts.
Cons
  • I was very satisfied coming from an end users standpoint.
  • I have no complaints or suggestions for improvements, really.
Likelihood to Recommend
It's appropriate for any IT service desk or support team.

The best turnkey help desk solution on the market

Rating: 9 out of 10
September 22, 2013
DB
Dane Bendixen
Director of Support and Implementations
Property Solutions International Inc. (Human Resources, 51-200 employees)
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Pros
  • It's a turnkey solution that can be setup and used in about an hour.
  • Extensive customization is fairly easy.
  • Work flows and triggers are easy to setup.
Cons
  • CSS customization is not trivial.
Likelihood to Recommend

A quick word from Teavana on Zendesk

Rating: 10 out of 10
October 10, 2013
SS
Shane Swor
Customer Service Manager
Teavana (Food & Beverages, 5001-10,000 employees)
Vetted Review
Verified User
Zendesk Suite
3 years of experience
View profile
Pros
  • Integration with several platforms, including live chat. We're currently implementing live chat, and are all excited to have that launch next year.
  • Reporting is another strength of this system. With it, you can monitor current activity, as well as annual metrics. This helped me to staff for the holidays, and we're already seeing a huge improvement in decreased backlog compared to last year.
  • The speed at which you can address customer inquiries allows you to increase quantity of customers reached, without sacrificing quality of customer service.
Cons
  • Exporting files is limited as to what you want the report to look like. For example, if you want to export an xls that contains customer info, ticket number, and rating... you can. However, you will not be able to see the initial email the customer wrote. There have been several times when we needed this, but the only choice is a HUGE xml file that is so large that excel can't open it.
Likelihood to Recommend

Couldn't do without it!

Rating: 10 out of 10
July 09, 2013
TW
Taylor Wielage
CFO/Director of Application Development
New Horizon Software Technologies, Inc. (Computer Software, 1-10 employees)
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Pros
  • Manage incident volume, and helps route questions to the correct individuals
  • Helps create a database of searchable learning content for customers and colleagues
  • Helps us provide better support. Customer questions don't get lost.
Cons
  • Currently, it does not integrate with our Infusionsoft CRM system. However, Zendesk is currently working on this and it should be available shortly. We have been helping with the requirements and are looking forward to this being available.
  • Our use of the system is pretty simple: we have a small team and do not really push the envelope on system usage. It works perfectly for us.
Likelihood to Recommend

Zendesk for your Help Desk

Rating: 10 out of 10
December 04, 2014
JL
Joe London
Network Manager
The Blake School (201-500 employees)
Vetted Review
Verified User
Zendesk Suite
1 year of experience
View profile
Pros
  • Documents Support Tickets, provides user with a knowledge base, and empowers them with the ability to track their requests.
  • Users are able to search the in-house database for possible resolution to their issue enabling them to potentially resolve issues on their own.
Cons
  • User management is a big ding for this product. There is no way to bulk delete accounts and for an educational institution with graduating classes, this would be particularly helpful.
Likelihood to Recommend
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