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Zendesk Suite

Zendesk Suite

Overview

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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Recent Reviews

Zendesk is awesome

9 out of 10
October 05, 2023
Incentivized
We use zendesk as a way to communicate any internal issues we are having with our IT, HR, etc. it’s really a centralized way for us to …
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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

Popular Features

View all 13 features
  • Ticket creation and submission (112)
    9.2
    92%
  • Ticket response (111)
    8.9
    89%
  • Email support (108)
    8.6
    86%
  • Organize and prioritize service tickets (111)
    8.5
    85%

Reviewer Pros & Cons

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Pricing

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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
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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

8.3
Avg 7.9

Self Help Community

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

8
Avg 7.7

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
Avg 7.7
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Product Details

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

Screenshot of 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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security

Frequently Asked Questions

Zendesk Suite starts at $55.

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

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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Comparisons

View all alternatives
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Reviews and Ratings

(923)

Attribute Ratings

Reviews

(1-25 of 100)
Companies can't remove reviews or game the system. Here's why
Nicholas Adams | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
rt4 was a ticketing system I used previously. For the level of functionality we need which is B2B ticketing with multi-agent and multi-client tickets, it would be perfect.
Zendesk is a lot prettier than rt4 but not free. The sole reason we are still using Zendesk is that it was grandfathered in to our company and the cost of changing system, including user disruption and re-training would be too high for us to migrate.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
To set up a service cloud for Salesforce, you need much more work and a dedicated person to do it. For Zendesk Suite, you just need a couple of hours and you are done, but again that really depends on where your customer data is stored, if your data is in Zendesk Suite, you are a happy camper.
John Epok Pascual | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Mainly falls on familiarity as I have been using Zendesk for more than 10 years now. The timeline was a bit strict during deployment quarters hence we have decided to go with the less friction software to be deployed. Additionally, Zendesk on agent's view is user-friendly which cuts the training time in half.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We were looking for a very easy-to-understand platform so that our agents could only focus on helping customers more than learning how to use their systems. It basically was exactly what Zendesk meant to us, I am really glad we used that system.
Rohitash Sinha | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product.
The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I used Salesforce for opening and tracking customer support requests at another company. The key advantage Zendesk has over Salesforce is that Zendesk is designed specifically for customer support management and it's easy to get started right out of the box.
Alex Richards | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk is the industry leader in terms of the number of other platforms you can connect it with (CRM's, Customer Success Tools, Billing Tools, etc)—this makes it extremely sticky and a core part of your workflow. Zendesk also offers a variety of channels all in the one product, which the other competitors seem to struggle with.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Overall, the ease of system admin that is done within the Support team, the reasonable license cost for multi-channel support and ability to create custom brand dashboards and needed reports, along with the helpful client support we get- made it an easy decision to purchase and stay with Zendesk.
Justin Wright | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
In my experience, I prefer Zendesk Support Suite over Salesforce. I feel that it's much more user friendly across the board. My biggest complaint is the user navigation frustrations that I run into with Salesforce. I feel like Zendesk Support Suite is much more intuitive on just about every angle. Especially when it comes to any of the defaults on dropdown menus. Zendesk Support Suite nails it on that one.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Salesforce is far more established but the price tag was too high for our small team. I would be surprised if we didn’t migrate to Salesforce when our team reaches a certain size
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk has been easy to implement and evolve over time. They have launched more online Client learning sessions and occasionally offer in-person local client group sessions to aid in our learning. They offer their training modules for free. The key is we can create the needed brands, brand experience, and related reporting/dashboards to aid our teams. The best decision was to launch Zendesk years ago and stay with them as they evolve.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Hubspot cannot integrate directly via SDK into mobile apps or web apps. hubspot has other nice features but their service offering lacks some of the most important elements for us.Zendesk allows our customers to efficiently submit support requests both from our web-based cloud portal and our mobile app.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk support is your one-stop shop for managing customers via the customer support portal that has a slew of products available for use via several channels, depending on your particular need may it be email messaging, chat messaging, or voice, and it is quite superior compared to the other apps which do not have the flexibility available to stack up against especially when it comes to reporting features.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • Intercom
Zendesk has much more functionality on the canned responses so the team saves time in selecting the repeated small issues and reduces the chance of error, or the team member frankly getting bored.
Secondary the tickets system is far superior to Intercom especially how it keeps the client updated automatically on the tickets updates saving the teams efforts.
I do feel Intercom has better user comms and behvaiour tracking functionality.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Support Suite has a better visual way to organise different categories of tickets. It allows us to track missed calls, unresolved tickets and resolved tickets a lot better compared to Hubspot. I am just a user of Zendesk Support Suite but I assume that we selected Zendesk Support Suite because it allows our team to visually see which issues needs resolving and allows us to solve the issues by replying to the customer in one platform.
Channing Lee | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I started in the company with Zendesk Support Suite already, so experience with it was an easy learning curve. Freshservice is just as good as well. The GUI interface is friendly to look at and easy on the eyes. When you're in support and [staring] at the screen all day, literally eye comfort is very important.
Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I prefer Zendesk, though I find engineers are often in Jira. Zendesk is, in my opinion, far easier to navigate, but that might just be my personal preference and comfort with the application. Both maintain a history/record of who and what, but I think Zendesk is more intuitive, and I like that I can interface directly from the email with it.
Score 1 out of 10
Vetted Review
Verified User
Zendesk is an absolute joke. Do not be fooled by their account reps, you will not get support and unless you have someone on payroll dedicated to solely dealing with this janky platform, you will be pulling your hair out. Even then, they make even the most simple task complicated. Run away fast.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We used Zendesk Support Suite for adding Customer Community to increase customer engagement and decrease company support costs by decreasing customer support executives. Zendesk is a great platform for community development and information circulation. It offers a lot of predefined structures which help us to organize our categories+topics+posts in a proper structure.
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