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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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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

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
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
Use Cases and Deployment Scope
We use Zendesk as out main source of support for our company. the problem that zendesk support adresses for our company is a one stop place to find information about our clients and a single place for us to help them with any trouble they may be having. we can find their personal information that we have collected and any all previous interactions.
Pros and Cons
  • great visibility
  • great updates
  • ease of use
  • onboarding
  • end user support
  • new feature requests
  • price
Likelihood to Recommend
it is a great option if you need a one stop spot for supporting your clients. an easy way to add and edit the different info needed to be affective at helping our clients. their support is built right in and ready to use. It makes it easy and comfortable to use.
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
Return on Investment
  • great ROI
  • one stop for all crm needs
  • very up to date
Alternatives Considered
As long as I have worked at the company they have always used Zendesk support so I am not aware of other products other than zendesk support suite.
Other Software Used
Support Rating
9
I love their support, its easy to see and use and in my experience has been fast and affective at helping me come to a solution that helps. I love the ability to open a quick chat window within the software that has real people ready to help with whatever issue I am experiencing.
Premium Support
I am not sure what level we have...
Bug Resolution
No
Exceptional Examples of Zendesk Suite Support
I was having trouble creating tickets that had all of the added information that i needed so that it would be routed correctly to my team, I was able to jump on with support and got the needed information about tags so that I could get that done. They were fast and very helpful.
May 07, 2021

Zendesk Support Suite will save you time and money

CN
Chrissie Nelms
Contact Center Manager
Rush Order (Consumer Electronics, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We are using Zendesk Support for over 30 clients. We have set up our Zendesk Support using Brands in exchange for different Zendesk accounts. By using Brands it is ideal to have all of our clients in one central location. We have access to our customer's emails as well as any emails asked from the client or project manager in one easy location. We do have problems with some reporting because each Brand is focusing on different functions, but the Zendesk Support team is extremely helpful and any problems we have we are able to work out. Using Zendesk Support Suite has been a game-changer for our customer experience team.
Pros and Cons
  • Multiple Brands
  • Different categories for each Brand
  • Ticket sharing for specific Brands
  • Specific access level for agents and specific Brands
  • Ticket sharing routing to a specific Brand instead of the one landing point.
  • Ticket sharing changing status when receiving a reply from the assignee.
  • Slight delay when setting a ticket to a specific status.
Likelihood to Recommend
Zendesk Support has many great features when using it for many clients. The flow is easy and smooth. I think Zendesk Support is the best possible option for our use but I don't believe Zendesk Support is supposed to be used for this function. I have only used Suite's in this manner and it works extremely well.
Most Important Features
  • Multiple Brands
  • Ticket Category
  • Multiple agent access levels
Zendesk Suite Feature Ratings
Incident and problem management (6)
70%
7.0
Organize and prioritize service tickets
80%
8.0
Expert directory
80%
8.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
90%
9.0
Ticket response
80%
8.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
72%
7.2
Customer portal
90%
9.0
IVR
N/A
N/A
Social integration
90%
9.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
Return on Investment
  • Able to add multiple functions for one client in one platform (email, chat, SMS).
  • Expensive for clients joining suites with us instead of signing up for a $19 service themselves.
  • Time management at its finest everything in one portal.
Alternatives Considered
While using Desk.com we were only able to use one client per account. We migrated over to Zendesk Suites so we could have an unlimited amount of clients in one portal. This has been a game-changer for our company. While Desk.com had great reporting and capabilities for tags, categories, etc, it didn't meet our expectations because we were not able to have more than one account in the same portal.
Other Software Used
Users and Roles
22
We have agents and supervisors as well as project managers working in Zendesk Support Suite. We use Suite for helping customers, clients, and general communication within the company. We have been able to streamline all of our communication and provide a better customer experience. In addition to providing a better customer experience, we are saving money by using one platform for all of our communication.
Support Headcount Required
22
We are using Zendesk Support Suite throughout all of our departments that are customer facing. We have everyone from entry level agents to CEO of the company using Zendesk Support Suite. We are using Support Suite for all of our communication with our clients and customers. It provides an amazing experience for all involved.
Business Processes Supported
  • Streamline
  • Save money in using one portal and paying for one portal
  • Better communication within the company
  • Better customer experience
Innovative Uses
  • Multiple brands allow us to add as many clients as needed
  • Training docs all in one platform
  • Robust reporting
Future Planned Uses
  • Sharing our Zendesk account with other additional Zendesk accounts
  • Multiple brands
  • Integrate Shopify
Likelihood to Renew
10
We will never use any other platform. Zendesk Support Suite has been a game changer for our company and our customer experience. This has been life changing to our company.
Products Replaced
Yes
We replaced with standard Zendesk, Desk.com and Intercom.
Key Differentiators
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The most important factors for us to purchase Zendesk Support Suite was the ability to use multiple brands in one platform.
Evaluation Lessons Learned
We would not change a single thing in our selection process. We made the perfect decision for our company needs.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
Yes
We started with adding agents then adding brands. We added one brand at a time and got everything secure and tight before adding the next brand.
Implementation Issues
  • Setting up specific credentials for agents
  • Creating categories for different brands
  • Integrating specific apps for specific brands
Implementation Rating
9
Support was extremely supportive and patient during the implementation.
Support Rating
10
Zendesk Support Suite is a perfect addition to our company. If we ever have questions we reach out and get the issue resolved every single time. Support is quick and easy to get.
Premium Support
We purchased premium support because we want to make sure we are getting as many uses out of Zendesk Support Suite as possible. If we think of something we would like to have, we reach out to support and our request is always granted.
Bug Resolution
No
Exceptional Examples of Zendesk Suite Support
Zendesk provides exceptional support every time we reach out to them. We never ask for anything easy, if we want to see a change or push the platform to its limits, we are given the time needed for our ask.
Usability
10
The platform is easy to use and the support is readily available.
Easy Tasks
  • Creating a new brand
  • Importing new email addresses
  • Social media and other app integration
Difficult Tasks
  • Categories for specific brands
  • Reporting for tags
  • Setting up restricted credentials for agents
Mobile Interface Availability and Impressions
Yes, but I don't use it
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