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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 …
Continue reading
Read all reviews

How Zendesk Suite Differs From Its Competitors

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

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

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 has always been an advocate of self-help hence there is a ton of documentation shared for customers. In the event whereby assistance is needed then there are options - directly liaising with support/premier support. Premier Support (mind you that this is a subscription service) works …
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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 (113)
    9.2
    92%
  • Ticket response (112)
    8.8
    88%
  • Email support (109)
    8.7
    87%
  • Organize and prioritize service tickets (112)
    8.5
    85%

Reviewer Pros & Cons

View all pros & cons
Verified User
C-Level Executive in Corporate
Telecommunications Company, 1-10 employees
Verified User
Employee in Information Technology
Paper & Forest Products Company, 51-200 employees
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Pricing

View all 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
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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

8.2
Avg 7.9

Self Help Community

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

8.1
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.

8.1
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 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 Network™

Zendesk Suite Downloadables

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

(924)

Attribute Ratings

Reviews

(1-25 of 114)
Companies can't remove reviews or game the system. Here's why
April 23, 2024

Highly Recommend ZenDesk

Verified User
C-Level Executive in Corporate
Telecommunications Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
66.66666666666667%
6.7
Organize and prioritize service tickets
100%
10.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
40%
4.0
Customer portal
N/A
N/A
IVR
100%
10.0
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
N/A
N/A
April 22, 2024

Zendesk Suite is a great starter ticket support option!

Verified User
Employee in Information Technology
Paper & Forest Products Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (3)
86.66666666666666%
8.7
Organize and prioritize service tickets
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
80%
8.0
Self Help Community (1)
80%
8.0
External knowledge base
80%
8.0
Multi-Channel Help (2)
85%
8.5
Social integration
70%
7.0
Email support
100%
10.0
April 17, 2024

Zendesk - how the greatest can fall in the name of "improvement"

Nicholas Adams | TrustRadius Reviewer
Nicholas Adams
Director of Support Services
TI Tokyo (Information Technology & Services, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
55%
5.5
Organize and prioritize service tickets
80%
8.0
Expert directory
N/A
N/A
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
90%
9.0
Ticket response
80%
8.0
Self Help Community (2)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
16%
1.6
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
80%
8.0
Help Desk CRM integration
N/A
N/A
April 12, 2024

Zendesk Suite in a Couple of Hours

Verified User
Director in Customer Service
Computer & Network Security Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (4)
87.5%
8.8
Organize and prioritize service tickets
100%
10.0
Expert directory
60%
6.0
Ticket creation and submission
100%
10.0
Ticket response
90%
9.0
Self Help Community (2)
50%
5.0
External knowledge base
100%
10.0
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
40%
4.0
Customer portal
100%
10.0
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
N/A
N/A
March 23, 2024

Zendesk - a powerful tool for teams hyper focused on stellar customer support

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Zendesk Suite Feature Ratings
Incident and problem management (6)
66.66666666666667%
6.7
Organize and prioritize service tickets
100%
10.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
64%
6.4
Customer portal
90%
9.0
IVR
60%
6.0
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
70%
7.0
January 05, 2024

Has improved a lot on features - but needs to be consistent and be more client-focused.

John Epok Pascual | TrustRadius Reviewer
John Epok Pascual
Regional Platforms Lead
Circles Co (Telecommunications, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
66.66666666666667%
6.7
Organize and prioritize service tickets
60%
6.0
Expert directory
60%
6.0
Subscription-based notifications
60%
6.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
80%
8.0
Ticket response
70%
7.0
Self Help Community (2)
60%
6.0
External knowledge base
60%
6.0
Internal knowledge base
60%
6.0
Multi-Channel Help (5)
60%
6.0
Customer portal
60%
6.0
IVR
N/A
N/A
Social integration
80%
8.0
Email support
80%
8.0
Help Desk CRM integration
80%
8.0
November 04, 2023

Zendesk the easiest tool that helped us reach our goal in a blink of an eye!

WR
Wildred Reyes
Trainer
Teleperformance (Telecommunications, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (5)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
100%
10.0
Customer portal
100%
10.0
IVR
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
October 06, 2023

Get help easier than your 2 minute noodles !!

Rohitash Sinha | TrustRadius Reviewer
Rohitash Sinha
Product Support Manager
RapidOps, Inc. (Information Technology & Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
80%
8.0
Organize and prioritize service tickets
90%
9.0
Expert directory
50%
5.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
100%
10.0
Ticket response
90%
9.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (4)
82.5%
8.3
Customer portal
100%
10.0
Social integration
40%
4.0
Email support
100%
10.0
Help Desk CRM integration
90%
9.0
October 06, 2023

Software Implementation Specialist

Verified User
Professional in Customer Service
Computer Software Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (4)
87.5%
8.8
Organize and prioritize service tickets
90%
9.0
Expert directory
60%
6.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (2)
100%
10.0
Customer portal
100%
10.0
Email support
100%
10.0
October 05, 2023

Zendesk: A User's Perspective

FC
Frank Chao
Customer Success Manager
DTEN, Inc. (Information Technology & Services, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
76.66666666666667%
7.7
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
90%
9.0
Ticket response
80%
8.0
Self Help Community (2)
70%
7.0
External knowledge base
70%
7.0
Internal knowledge base
70%
7.0
Multi-Channel Help (5)
46%
4.6
Customer portal
70%
7.0
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
80%
8.0
Help Desk CRM integration
80%
8.0
October 05, 2023

Centralise all of your support channels in one tool

Alex Richards | TrustRadius Reviewer
Alex Richards
Chief Information Officer & Co-Founder
EvaluAgent® (Internet, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
95%
9.5
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
88%
8.8
Customer portal
100%
10.0
IVR
60%
6.0
Social integration
80%
8.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
October 05, 2023

Always a good decision with Zendesk!

Verified User
Director in Customer Service
Consumer Electronics Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
71.66666666666667%
7.2
Organize and prioritize service tickets
70%
7.0
Expert directory
90%
9.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
70%
7.0
External knowledge base
70%
7.0
Internal knowledge base
70%
7.0
Multi-Channel Help (5)
64%
6.4
Customer portal
80%
8.0
IVR
N/A
N/A
Social integration
60%
6.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
October 05, 2023

Zendesk Suite, just the way we need it!

Justin Wright | TrustRadius Reviewer
Justin Wright
Product Support Specialist
Rad Power Bikes (Sporting Goods, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
58.33333333333333%
5.8
Organize and prioritize service tickets
80%
8.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
75%
7.5
External knowledge base
70%
7.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
72%
7.2
Customer portal
30%
3.0
IVR
70%
7.0
Social integration
60%
6.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
October 05, 2023

Zendesk makes work easy!

AV
Amber Vanlandingham
Agent
Ask Ariana (Health, Wellness and Fitness, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (4)
75%
7.5
IVR
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
N/A
N/A
October 05, 2023

Zendesk is awesome

Verified User
Employee in Sales
Human Resources Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
45%
4.5
Organize and prioritize service tickets
90%
9.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
30%
3.0
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
70%
7.0
Help Desk CRM integration
80%
8.0
October 05, 2023

Zendesk: Elevating Customer Support to New Heights

MA
McGreal Alex
IT Specialist
CU*SOUTH (Information Technology & Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (5)
86%
8.6
Organize and prioritize service tickets
80%
8.0
Expert directory
90%
9.0
Subscription-based notifications
70%
7.0
Ticket creation and submission
100%
10.0
Ticket response
90%
9.0
Self Help Community (2)
85%
8.5
External knowledge base
90%
9.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
58%
5.8
Customer portal
90%
9.0
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
October 02, 2023

We love this software

AM
Angela Matteson
operations executive
Credit Suite (Financial Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
71.66666666666667%
7.2
Organize and prioritize service tickets
80%
8.0
Expert directory
50%
5.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
60%
6.0
Ticket creation and submission
80%
8.0
Ticket response
80%
8.0
Self Help Community (2)
70%
7.0
External knowledge base
70%
7.0
Internal knowledge base
70%
7.0
Multi-Channel Help (5)
80%
8.0
Customer portal
70%
7.0
IVR
80%
8.0
Social integration
80%
8.0
Email support
80%
8.0
Help Desk CRM integration
90%
9.0
September 26, 2023

Adequate for a small teams needs

Verified User
Team Lead in Customer Service
Financial Services Company, 1-10 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (4)
52.5%
5.3
Organize and prioritize service tickets
70%
7.0
Expert directory
N/A
N/A
Ticket creation and submission
80%
8.0
Ticket response
60%
6.0
Self Help Community (2)
70%
7.0
External knowledge base
60%
6.0
Internal knowledge base
80%
8.0
Multi-Channel Help (4)
30%
3.0
IVR
N/A
N/A
Social integration
50%
5.0
Email support
70%
7.0
Help Desk CRM integration
N/A
N/A
September 25, 2023

Zendesk- Best Decision We Made!

Verified User
Director in Customer Service
Consumer Electronics Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
41.66666666666667%
4.2
Organize and prioritize service tickets
80%
8.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
80%
8.0
Ticket response
90%
9.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
30%
3.0
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
50%
5.0
Email support
100%
10.0
Help Desk CRM integration
N/A
N/A
September 25, 2023

Reasons why we chose to work with Zendesk.

Verified User
Employee in Customer Service
Consumer Electronics Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
90%
9.0
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
70%
7.0
External knowledge base
60%
6.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
82%
8.2
Customer portal
80%
8.0
IVR
80%
8.0
Social integration
90%
9.0
Email support
60%
6.0
Help Desk CRM integration
100%
10.0
September 25, 2023

Incredible Enablement for Support Agents

Verified User
Account Manager in Professional Services
Internet Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
65%
6.5
Organize and prioritize service tickets
90%
9.0
Expert directory
N/A
N/A
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
40%
4.0
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
September 25, 2023

The best tool to make the clients feel listened

Verified User
Team Lead in Customer Service
E-Learning Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
90%
9.0
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (4)
95%
9.5
Customer portal
80%
8.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
September 25, 2023

Why we chose Zendesk Support Suite over all the other apps out there

Verified User
Team Lead in Customer Service
Real Estate Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
75%
7.5
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
80%
8.0
Ticket response
70%
7.0
Self Help Community (2)
80%
8.0
External knowledge base
80%
8.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
80%
8.0
Customer portal
90%
9.0
IVR
80%
8.0
Social integration
60%
6.0
Email support
90%
9.0
Help Desk CRM integration
80%
8.0
September 25, 2023

Zendesk not perfect but I can't find better

Verified User
Director in Corporate
Real Estate Company, 51-200 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
53.33333333333333%
5.3
Organize and prioritize service tickets
100%
10.0
Expert directory
50%
5.0
Subscription-based notifications
10%
1.0
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
80%
8.0
Ticket response
80%
8.0
Self Help Community (2)
65%
6.5
External knowledge base
60%
6.0
Internal knowledge base
70%
7.0
Multi-Channel Help (4)
42.5%
4.3
Customer portal
70%
7.0
Social integration
N/A
N/A
Email support
70%
7.0
Help Desk CRM integration
30%
3.0
September 25, 2023

Great Software to Support Your Customers

Verified User
Employee in Customer Service
Automotive Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite Feature Ratings
Incident and problem management (6)
50%
5.0
Organize and prioritize service tickets
100%
10.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
20%
2.0
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
N/A
N/A
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