Zendesk Support Suite Reviews

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Score 8.0 out of 100

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Reviews (1-18 of 18)

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May 11, 2015
Douglas Mauro | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Implementation Rating

We did this ourselves and were very happy with what we got. I feel as though we're using the software to the full potential and are not leaving anything on the table.
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March 12, 2015
Larry Deckel | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Implementation Rating

We still are using the 'classic' version of Zendesk - and haven't fully migrated to the 'new' Zendesk ticket management system. This is in part because we make heavy use of the forums which aren't as well supported in the new interface.
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October 10, 2013
Shane Swor | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Implementation Rating

If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it.
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September 22, 2013
Rob Sherman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Implementation Rating

There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
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December 09, 2014
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Implementation Rating

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy.
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Feature Scorecard Summary

Organize and prioritize service tickets (79)
Expert directory (49)
Subscription-based notifications (60)
ITSM collaboration and documentation (55)
Ticket creation and submission (80)
Ticket response (79)
External knowledge base (66)
Internal knowledge base (62)
Customer portal (65)
IVR (28)
Social integration (45)
Email support (77)
Help Desk CRM integration (57)

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

Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management

Self Help Community Features

Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureSurveys/polls

Multi-Channel Help Features

Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

Zendesk Support Suite Video

Zendesk Videos

Zendesk Support Suite Integrations

Zendesk Support Suite Competitors

Zendesk Support Suite Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?Optional
EditionPricing DetailsTerms
Suite Team$49.00per agent/month billed annually
Suite Growth$79.00per agent/month billed annually
Suite Professional$99.00per agent/month billed annually
Suite Enterprise$150.00per agent/month billed annually
Additional Enterprise-Ready Plans, starting at...$215.00per agent/month billed annually
Support Team (Foundational Support Only)$19.00per agent/month billed annually

Zendesk Support Suite Support Options

 Free VersionPaid Version
Live Chat
Video Tutorials / Webinar

Zendesk Support Suite Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:160+
Supported Languages: 60+

Frequently Asked Questions

What is Zendesk Support Suite's best feature?

Reviewers rate Ticket creation and submission highest, with a score of 8.7.

Who uses Zendesk Support Suite?

The most common users of Zendesk Support Suite are from Mid-size Companies and the Computer Software industry.