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 …
Zendesk Support Suite
Top Rated
Zendesk Support Suite
Starting at $19 per agent/month billed annually
View PricingOverview
Recent Reviews
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
Top Rated
2022
Popular Features
View all 13 features- Ticket creation and submission (89)8.282%
- Ticket response (88)7.979%
- Email support (85)7.676%
- Organize and prioritize service tickets (88)7.373%
Reviewer Pros & Cons
View all pros & cons
Wolf-Ekkehard Hindrichs
Solutions Consultant
Parsable, Inc (Information Technology & Services, 51-200 employees)Video Reviews
Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Zendesk Support Suite, and make your voice heard!
Pricing
View all pricingSupport Team (Foundational Support Only)
$19.00
Cloud
per agent/month billed annually
Suite Team
$49.00
Cloud
per agent/month billed annually
Suite Growth
$79.00
Cloud
per agent/month billed annually
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
Features Scorecard
Incident and problem management
7.0
70%
Self Help Community
6.8
68%
Multi-Channel Help
6.7
67%
Product Details
What is Zendesk Support 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 Support 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 Support 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 Support Suite Integrations
- Jira Software
- Trello
- Slack
- Shopify
- AppFollow
- Qualtrics CoreXM
- Intercom
- Geckoboard
- Google Hangouts (Classic)
- CloudApp
- Mailchimp
- Nutshell CRM
- Talkdesk
- Zoom
- TeamViewer
- RingCentral MVP
- Zoho Assist
- Lessonly
- Zoho Books
- Axosoft
- Trustpilot
- Pendo.io
- Dropbox
- Emma
- LiveChat
- HubSpot Marketing Hub
- Hootsuite
- Box
- Falcon.io
- 8x8 Contact Center
- GIPHY
- MaestroQA
- Stella Connect
- by Medallia
- Salesforce
- Google Play Reviews
- Myndbend
Zendesk Support Suite Competitors
Zendesk Support Suite Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | 160+ |
| Supported Languages | 60+ |
Frequently Asked Questions
Reviewers rate Ticket creation and submission highest, with a score of 8.2.
The most common users of Zendesk Support Suite are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.
Comparisons
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Reviews and Ratings
(830)
Reviews
(1-22 of 22)- Popular Filters
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July 04, 2022
The best tool for ticketing I've found.
- Issue Ticketing
- Feature Requests
- Task Requests
- Streamline
- Save money in using one portal and paying for one portal
- Better communication within the company
- Better customer experience
August 28, 2018
Zendesk is our hub for knowing our customers and being customer driven in our business
- Responding to feedback from users (ticket handling)
- Integration into our bug tracking software to keep both the user and our development team on issues that are pending. This also allows us to close ticket once we push updates that address these issue on our service. Closing the loop from submission to closure is key.
- Extensibility with Add on apps and the Apps Framework for adding in and building custom tools inside of Zendesk, mostly for agents.
- API for automating Zendesk.
- IT Desktop Support
- Project Support
- IT Change Management
June 03, 2015
Zendesk is ok
- Customer support
- Case escalation
- Ticket management
May 11, 2015
Best Online Ticketing System!
- Online ticketing system on which our customers can sign-up, log a ticket and get FAQs and other docs.
March 12, 2015
Great, easy to implement and use support platform.
- Used to support a large client base using our salesforce-based volunteer management application "HandsOn Connect"
March 10, 2015
Zendesk review
- We use Zendesk to manage our inbound customer service inquiries. We have 80 markets and a national market. Often times, due to user error, tickets are sent to the wrong market. With Zendesk, we can quickly assign the ticket to the right market or simply handle it with a Macro.
December 09, 2014
Zendesk for a small international organization
- Answering customers clients via the knowledgebase
- Having repeat questions captured, for quicker response times
- Incorporating MACROS
December 09, 2014
Love benchmarking capabilities.
- Online product support – submission and resolution of support requests via online tickets. We use it in lieu of Salesforce.com cases (our CRM) which is used as the product support system by the other product group at our company.
- Client self-service via forums, community. We use it in lieu of Lithium, which again is used by the other product group at our company.
- Client submitted feature requests. We use it in lieu of Salesforce.com Ideas, which is used by the other product group at our company.
December 04, 2014
Eric's Zendesk Review
- IT helpdesk.
- Inventory.
- Facilities.
December 04, 2014
Zendesk for your Help Desk
- Helpdesk.
- Knowlegebase.
October 10, 2013
A quick word from Teavana on Zendesk
- To address customer inquiries, problems, and escalations.
- Observe why customers are contacting us by using tags as a mandatory field to update when addressing a ticket.
- Agent performance analytics.
October 07, 2013
Very easy to use
- Automation of support tickets/requests.
- Tracking support.
- Reporting on Support.
October 05, 2013
Zendesk from the bottom up.
- We use the API to integrate our core app with Zendesk so that tickets are created automatically when we see actionable conditions in our app.
- We have subject teams that have their own views and lanes for support.
- We use the API to report on performance and other action items.
October 02, 2013
Zendesk. Simple, Smooth, and Powerful
- Disorganization.
- Loss of work.
- Time Tracking.
- Project Tracking.
- The break or loss of communication between multiple departments.
September 22, 2013
The best turnkey help desk solution on the market
- Help desk
- Support
- Training
- Knowledge base
September 22, 2013
Zendesk is an amazing tool for customer service but SalesForce is tough
- It's used solely for customer service management and some light internal task queueing
September 22, 2013
Zendesk Review
- With the combination of easy communication from end-users and self-service (help center) I have cut our response time to <24hrs, and first reply time to <5hrs.
July 09, 2013
Couldn't do without it!
- Zendesk allows companies to manage the flow of customer service and support inquires and makes sure that incidents get attention until resolution.
- The Forums feature allows companies to build a knowledge base of content that is forward facing and searchable, allowing customers to proactively answer their questions on their own. This feature can also be used to help train employees and co-workers on support/customer service related chalenges and procedures.
- Automations & Triggers can be used to manage workflow of tickets and send relevant auto responses to customers who've asked questions.
- User Communication - Provide multiple avenues for users to interact with our product for reasons of support, feature requests, and general questions.
November 12, 2012
Awesome product. Great UI.
- The main goal is customer service – to maximize customer satisfaction to the greatest extent possible. After any intervention with customers, by phone, email or via a ticket, we send out a short survey asking if they are satisfied with the response they received. Before we started using Zendesk, our metrics were terrible. Zendesk allowed us to tweak our processes and focus on the right things so that now the customer satisfaction metric is around 90%