Zendesk Support Suite

Zendesk Support Suite

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.0 out of 100
Top Rated
Zendesk Support Suite

Overview

Recent Reviews

Yikes, run from Zendesk

1 out of 10
May 30, 2022
Terrible. Runaway as fast as you can. This company is a scam. They provide terrible support, charge an outrageous prices, and hold your …
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Unacceptable customer support

1 out of 10
October 27, 2021
Zendesk support has been incredibly bad [in my experience] or let's call it impossible. I have tried to contact them around 20 times and …
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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 (89)
    8.2
    82%
  • Ticket response (88)
    7.9
    79%
  • Email support (85)
    7.6
    76%
  • Organize and prioritize service tickets (88)
    7.3
    73%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Support 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...
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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 Support Suite Integrations

Zendesk Support Suite Competitors

Zendesk Support Suite Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries160+
Supported Languages60+

Frequently Asked Questions

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

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

View all alternatives

Reviews

(1-25 of 127)
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Channing Lee | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
As an IT support communication tool to end-users, Zendesk Support Suite is extremely helpful. The record-keeping abilities [are] top-notch. The searching feature is simple and easy to use. The statistics can give you a good general idea [of] where your colleagues stand in terms of workload, etc.

Zendesk Support Suite as a project tracking tool would not be useful. You really cannot keep collaborative action items organized that well if you were to use this as a project tool.
Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
For enterprise-grade ticket managing and customer communication, it is awesome. For feature tracking, it could use some work, because you can end up with a ticket being on hold while it is under consideration; or closed out and then people lose visibility on it while it is in another system.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is less costly than other big platforms like Khoros Communities but in the same place, it gives us limited features like user ranks and gamification and limited structural modifications which are currently in demand by the customers. It is great for small userbase communities but it can be better for large userbase communities as well.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Zendesk is most appropriate in environments where managing external communication with single or multi unit teams is a requirement. It's also ideal in a high volume customer centric environment especially when automation and self help articles are a major part of driving success for a support team.

It would be less appropriate for companies and teams who require some sort of customer management solution. It's great for keeping up with customer requests, but it's not ideal for maintaining a database about customer details.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Zendesk is very appropriate if you are on the sales or support team. As it's critical for those teams to have a real-time audit trail and records of outreach, a centralized place for a remote team is of the utmost importance. Being a manager of a customer-facing team, it allows me to track the success of our cadence.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Zendesk will be useful for companies that are in need of an easy-to-use CRM application. It's very user-friendly and allows users to easily adapt to the workflows within the platform. The integrations with other 3rd party applications are seamless and configurable to the company's needs.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is a perfectly good software for a small company that wants a fairly simple solution for CRM that does not require hours of training.

I would not recommend it if you just have one or two team members total, as it might complicate things too much for something that can be done over e-mail, but once your team grows, this is a good option.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support Suite would be perfect for small- to mid-sized businesses. The ease of setting everything up, the great uptime, and the intuitiveness of the platform makes it very easy to scale whether you need 10 or 50 agents. I'd highly recommend it especially if you're present in mutliple channels which is the standard these days. For startups, I recommend going the a la carte route. Perhaps Zendesk Support Pro would be enough.
Score 1 out of 10
Vetted Review
Verified User
Review Source
It could be well suited for companies with 24h customer support. We need tracking for first respond and solving tickets during working hours and Zendesk has not been able to solve this very basic thing in the past 3 months. Otherwise, the tracking does not offer us any value at all.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I like the simplicity of the support flow and the ability for customers to use the self-service portal we've set up for them. As a company offering B2B support, it's valuable for our customers to have a place where they can log in to see all open support tickets and easily track their status. Also, I like the fact that you can select which channels you want to offer support on. We're about to try the Messaging functionality just now.
Score 9 out of 10
Vetted Review
Verified User
Review Source

The main scenario where we use Zendesk in the company is when we have any issue with our apps. We go into Zendesk, we create a ticket, and we get a response from whoever is responsible in the next couple of days.

It won't work when you need a solution ASAP, because the ticket you create ends up in a list where you might get the answer really quick or in the next [few] days.

Score 9 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support is really helpful and well suited for chat, phone, and email ticketing. It does provide quite a bit of flexibility around configuring and designing, especially in the help center. Some things are ambiguous and you have to work with support. The API is very powerful, so, when suited to a specific use case, it can accomplish many things if desired.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Zendesk is great for support teams that are looking to track tickets, respond to user requests via email, and also gain insights into various metrics telling you the effectiveness of both the support representatives and different parts of the product itself. This may have been an internal miss on our end, but in my experience, Zendesk isn't as well suited for teams that are looking for easy organization of user requests based on certain products or features to feed directly to those best suited to answer specific questions.
Emily Mok | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Zendesk is great for small businesses looking to start a CRM system. It's easy to learn and manage with a small team. It works well internationally and most of the integrations work well. If you are a larger company, you may want to look into a more robust platform as the integrations and larger team management features are limited.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Zendesk tracks issues and tickets quite well. It provides an easy to use UI for users and customers which means it's not so complicated that there is a large learning curve. It's easy to define the fields needed and to set up a little bit of automation with macros. I would particularly like if there was more automation depending on who submits the ticket and which area or group it needs to be assigned to.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Any company that needs to track customer complaints, concerns, or requests would benefit from Zendesk. They ease of use and simplicity it offers is great for any size company. For larger companies, you can track metrics and run reports to see how your Team is doing and what issues/requests are most prevelant. However, if you're looking to track work across multiple departments within the organization or if you're looking to facilitate collaboration within your organization, Zendesk isn't really what you're looking for.
Adam McCracken | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support Suite is a great option for mid-sized companies. We use it very effectively to communicate with customers on a number of ecommerce marketplaces, including Amazon, eBay, Walmart, Sears, and others. We also use Zendesk now to track some internal ticketing. We do not use it across all departments due to the effort to get all users into it and the licensing costs of doing so.

We appreciate the abilities that the API gives both to internal developers as well as external app developers. The system is very customizable for a team with developers available, but it may be confining if you don't have someone (or a team of someones) that can customize it to your needs.

I know that some companies use it for more call center-like environments, but that is not us. I don't find the talk functionality to be great for call center support, but it can probably be used better than we use it.
Justin Esgar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in.

If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.
Peter Vadelnieks | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
This is the best option for a support organization. You can interact with customers, you can easily collect data and share that data with other parts of your company. You can have users located all over the planet and they can use Zendesk with ease. You can build multiple channels with ease.