Likelihood to Recommend Zendesk Suite 2025

Skip to main content

Starting at $69 per month per agent

Overview

What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve…

Learn from top reviewers

Review On Zendesk Suite

Rating: 10 out of 10

April 16, 2025

IncentivizedVetted ReviewVerified User

Zendesk provides a suite for all customer service for the team to interact with each other via tickets, queries, feedback, also Zendesk provide Help Centre to make services ea...

Continue reading

Engineer - Information Technology

Front-end Developer | Zendesk Developer

Previous Company

4 years of experience

Flexible and efficient!

Rating: 10 out of 10

March 11, 2025

IncentivizedVetted ReviewVerified User

We use Zendesk Suite to manage our external support to guests and vendors for email, chatbot, and text support. We also use it for our external and internal help centers with ...

Continue reading

Verified user

Manager

15 years of experience

Reasons why we chose to work with Zendesk.

Rating: 8 out of 10

March 10, 2025

IncentivizedVetted ReviewVerified User

We used Zendesk primarily to receive, work and follow up with customer's tickets. Zendesk helped our organization manage customer inquiries very efficiently in a fast-paced en...

Continue reading

Verified user

Employee

3 years of experience

Very Happy Zendesk Suite User

Rating: 10 out of 10

March 4, 2025

IncentivizedVetted ReviewVerified User

We use Zendesk Suite daily in our Customer Support Department. We use both email and chat to assist our customers. We love the ease of seeing our tickets in the date received ...

Continue reading

Manager - Customer Service

Customer Support Manager

Gadget Guad

7 years of experience

Helpful product with consistent updates, but room for improvement

Rating: 8 out of 10

February 24, 2025

IncentivizedVetted ReviewVerified User

[...] uses Zendesk Suite for all customer communications, including support and onboarding channels. We use the platform for email, chat, and text/SMS support channels and var...

Continue reading

Director - Customer Service

Director, Customer Solutions

Shelterluv

5 years of experience

Log in with LinkedIn to see content from your network

How Zendesk Suite Differs From Its Competitors

Customer Experience

Zendesk Support is a most important system of Zendesk Suite. In this, lots of features which makes the business easy, we can resolve the tickets via automations, we can create triggers, macros for auto-reply, we can prioritize the tickets also we can assign the tickets to the agent who is master …

Continue reading

Customer Experience

I love the features and ability to customize to our business needs. While it is sometimes difficult to figure some things out I get great help from a Zendesk Suite rep when needed.

Continue reading

Customer Experience

In my opinion, both the help center and working with support agents could use a lot of work. Responses often take considerable time and getting a helpful answer is often difficult

Continue reading

Customer Experience

The help documentation and community have been how I learned mostly how to use it. I'm mostly self taught in using the platform and feel that I know it pretty well. They also offer different workshops and webinars to explore new products and different features that help a Zendesk Suite manager …

Continue reading

Customer Experience

O autoatendimento é fantástico, onde você pode criar respostas, até mesmo direcionando-as para a central de ajuda.

Continue reading

Customer Experience

For the times I needed to speak with an advisor, the advice was clear and well explained!

Pour les fois que j'ai eu besoin de parler avec un conseiller, les conseils ont été clairs et bien expliqués!

Continue reading

Customer Experience

The support team is great, also the community is always interested in solving problems of the users of other companies. I would also would like to point the view on the luminaries, a group of CX and Zendesk experts, who are also solving problems with a higher experience than others.

Continue reading

Customer Experience

Zendesk help centre has recently had a big upgrade and a much simplified interface making it much easier to find relevant articles and advice. Everytime I have reached out to Zendesk, they have replied within 24 hour and are experts at the job they do, offering fantastic advise and best practice …

Continue reading

Customer Experience

Zendesk's own Help Center offers a wide range of support. You have both basic articles explaining why something exists, in depth articles explaining how it works, and support articles that handle the edge cases and potential issues. It's network of partners combined with their own in-house support …

Continue reading

Customer Experience

It really helps with the customer experience as there is a feature that shows non-API tickets, which includes all the emails sent by the sellers who require assistance rather than calling. Also, the open tickets, which are shown with the red dot to show that they require action, or the seller has …

Continue reading

Customer Experience

The experience has been very flexible, as Zendesk integrates all of my work into one place. Being able to locate tickets that need my urgent attention and tickets that are of low priority makes my work on Zendesk very convenient. This is my primary working station!

Continue reading

Customer Experience

Using Zendesk has helped the business with efficient response time to the sellers, giving quality customer support. Zendesk has five types of tickets: open, pending, and on hold; these statuses allow us to see if we are awaiting customer response or vice versa, and the last status is solved, …

Continue reading

Customer Experience

It helps us because it introduces many updates , and its updates that benefit the company and its users . For e.g There is a function called zingtree that assists with bereavement sales . It helps ask for particular documents that are needed for that sale to continue. These sales are sensitive and …

Continue reading

Customer Experience

The team was supportive and helpful in resolving issues whenever we faced them. When suddenly tickets would disappear or reminders would not work, they would help us fix it. Like mentioned earlier they are prompt as they know the importance of customer support they themselves are always on their …

Continue reading

Customer Experience

Zendesk Suite works well for a scaling company. It is helpful to have someone on staff that can make customizations and add needed automation. While It is easy enough for a brand-new agent to learn the basic functions of the app.

Continue reading

Customer Experience

As stated in my previous responses, Zendesk allows us to not only record our trouble tickets and act as a knowledgebase as a result with its robust search engine, it also allows us to communicate vital information about the problem directly with the customers. While other solutions also provide …

Continue reading

Customer Experience

It makes it easier for customers to communicate with us. They can send emails anytime, and we will receive them and be able to answer and send those emails back to the customers.

Continue reading

Customer Experience

Able to see the emails that were previously sent to the customer which means that should they respond with a document that was requested since it works hand in hand with dashboard I then upload the document on behalf of the customer to their profile. This makes it easier for the work to keep on …

Continue reading

Customer Experience

The app is quite intutive, I rarely reached to their support team (maybe 2-3 times in the course of the last 6 years). The documentation is ok, they recently switch to a new look which I think is less coherent

Continue reading

Customer Experience

Although Zendesk Suite is very simple to use platform, however their customer support is extremely helpful in resolving customer’s queries.

Continue reading

Customer Experience

It also shows us that the document is unacceptable and also there are macros we can use if you need to inform sellers with the required documents and you can attach documents on an email

Continue reading

Customer Experience

Honestly, I haven't needed to reach out for support or anything in 2 years, the only thing I have used from that part is the shortcut sheet, due to the easiness of the suite I can move from ticket to ticket, mark as solved or leave open within seconds some times, leaving only the complexity of the …

Continue reading

Customer Experience

The help documentation is great. The primary shortcoming is simply the myriad configuration directions one can take. There are so many ways to accomplish a goal with the options available that it makes sense to spend time not only in the knowledge base but also in community discussions. We also …

Continue reading

Customer Experience

The support area in general is great. It's rare that I can't find an article or comment about something I'm looking to resolve. The chat support is really good. We are in the UK timezone, so more often than not we are waiting for North America to wake up before we get replies. It would be cool if …

Continue reading

Customer Experience

It is easy to navigate the Zendesk help center with straightforward answers and article titles that make it easy to find the content we need. The Zendesk messaging channel is intuitive and guides one by helping us describe the problem, which is usually resolved quite promptly.

Continue reading

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

Return to navigation

Pricing

View all pricing

Suite Team

$69

Cloud

per month per agent

Suite Growth

$115

Cloud

per month per agent

Suite Professional

$149

Cloud

per month per 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)

$69 per month per agent

Return to navigation

Product Demos

Zendesk Demo: The Basics

YouTube

Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.8

Avg 8.2

9.2
Organize and prioritize service tickets
(159) Ratings
Prioritize tickets to ensure most urgent are tackled first
8
Expert directory
(108) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
8.3
Subscription-based notifications
(111) Ratings
Users subscribe to notifications for ticket updates
8.4
ITSM collaboration and documentation
(110) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
9.3
Ticket creation and submission
(159) Ratings
Users and agents can easily enter new support requests.
9.2
Ticket response
(158) Ratings
Agents can easily follow up with customers.

Self Help Community

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

8.5

Avg 8.0

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.

8.6

Avg 8.0

8.8
Customer portal
(126) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
8.5
IVR
(62) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
7.9
Social integration
(102) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
9.2
Email support
(152) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
8.8
Help Desk CRM integration
(117) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

Return to navigation

Product Details

What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience.

Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

Zendesk Suite Features

Show Unsupported 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 the Zendesk Agent Workspace

Screenshot of Omnichannel Messaging

Screenshot of Zendesk Ticketing

Screenshot of Bots powered by Zendesk AI

Screenshot of Tone shift with Zendesk AI

Screenshot 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...

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 Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	Apple iOS, Android
Supported Countries	160+
Supported Languages	60+
Security	Read Zendesk's Security Report on Whistic Security Network™

Zendesk Suite Downloadables

Frequently Asked Questions

Zendesk Suite starts at $69.

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

Reviewers rate Ticket creation and submission highest, with a score of 9.3.

The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).

Return to navigation

Comparisons

View all alternatives

Compare with

Zendesk Sell

HaloITSM

Microsoft Dynamics 365

Freshdesk

Zoho Desk

BMC Helix ITSM

Salesforce Service Cloud

TOPdesk

GLPI

Talkdesk

Return to navigation

Reviews From Top Reviewers

View all reviews

(1-5 of 198)

Sort By *

Review On Zendesk Suite

Rating: 10 out of 10

April 16, 2025

IS

Front-end Developer | Zendesk Developer

Previous Company (Information Technology & Services, 11-50 employees)

Vetted Review

Verified User

4 years of experience

Likelihood to Recommend

Zendesk Suite provides complete package for customer services and also Zendesk still working to improve there products.

Now, Zendesk uses AI tools as well.

Very Happy Zendesk Suite User

Rating: 10 out of 10

March 04, 2025

ME

Customer Support Manager

Gadget Guad (Consumer Goods, 11-50 employees)

Vetted Review

Verified User

7 years of experience

Likelihood to Recommend

I am pleased with the tools available to us to create a positive and streamlined customer service experience. Helping customers live via chat and allowing them to send files through the chat helps a lot. Love the hold status and internal note feature so we can remind ourselves of a follow-up needed to provide the customer with personalized experience.

Helpful product with consistent updates, but room for improvement

Rating: 8 out of 10

February 24, 2025

MB

Director, Customer Solutions

Shelterluv (Computer Software, 11-50 employees)

Vetted Review

Verified User

5 years of experience

Likelihood to Recommend

Zendesk Suite is well suited for organizations that have a person with bandwidth to stay on top of the configurations, continually updating as new things get released or changed. Smaller organizations will likely find the initial account setup too time consuming and confusing.

Reasons why we chose to work with Zendesk.

Rating: 8 out of 10

March 10, 2025

Verified User

Employee in Customer Service

Consumer Electronics Company, 11-50 employees

Vetted Review

Verified User

3 years of experience

Likelihood to Recommend

It is great for small startup companies and even big companies. Zendesk support sometimes lacks speed but they seemed to solve issues quickly once they get a grip on it. Might not be on everyone's budget, especially with small start-ups. Overall, I was happy to work with Zendesk and it was very easy to use and learn.

Flexible and efficient!

Rating: 10 out of 10

March 11, 2025

Verified User

Manager in Customer Service

Events Services Company, 51-200 employees

Vetted Review

Verified User

15 years of experience

Likelihood to Recommend

It is well suited for scaled support and building informational help centers.

Return to navigation