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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

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Reviews and Ratings

(923)

Attribute Ratings

Reviews

(1-25 of 151)
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
Likelihood to Recommend
Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it.

We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager.

For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions.
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
Likelihood to Recommend
I think Zendesk Suite is a great product for small to medium businesses. It is easy to use but may take some time for a team to adopt if they have never used customer service support software before. I would not recommend it for ITSM software needs as it doesn't have all the capabilities you would want in an ITSM software. Good for basic customer interactions.
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
Likelihood to Recommend
Zendesk used to be potentially the world's greatest ticketing system in my opinion. It's still not a bad ticketing system but there seems to be an increasing amount of scope creep to add more functions. Now it seems to try to get a much wider range of users with a much fluffier idea of what it is trying to be. For a multi-client, multi-agent setup, it does the job reasonably well. This is ideal for B2C usage and used to be very good for B2B users. If you are looking for something in house Zendesk is overkill in my experience. Go find something off the shelf with a one time purchase license instead and your CFO will thank you.
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
Likelihood to Recommend
If my colleague is starting his/her ticketing journey, I would totally recommend Zendesk Suite because if you start using Zendesk Suite and you take good care that your data is aligned, you can be very successful and in very minimal time, you can easily connect it with mail and other mechanisms.
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
Likelihood to Recommend
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.
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
Likelihood to Recommend
Start-ups looking for a platform for easy deployment as it is very easy to configure. Organizations who's looking for complex integrations and would need assistance - Zendesk will refer you to paid support to achieve your goals. Generally less trainings on basic features which is a good thing for organizations looking to launch on strict timelines.
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
Likelihood to Recommend
we were really happy using Zendesk Support Suite as there was a high amount of upcoming tickets the ability for us to have assigned and work in more than 3 different tickets at a time helped us to lower the volume of pending cases and it helped us to meet the client goal. Which pretty much was more than we expected. Our agents were talking about it the whole month!
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
Likelihood to Recommend
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list.
Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles.
Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software.
A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.



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
Likelihood to Recommend
I love the saved templates that was created. Most of our inquiries are people asking's for steps on doing a password reset, how to sell shares, how to print their statement or find their statements, generic questions about tax information. Because so much of the questions is similar in nature the pre-saved templates save a lot of time. Especially when most of our inbound emails have similar questions and any of our agents can answer the questions with a professionally written statement or guide that's aligned with the company.

I had cases of other employees closing cases when they should not have been closed and it's frustrating that we can't reopen a case.
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
Likelihood to Recommend
Zendesk is great at handling conversations with multiple participants in the same ticket - the UI displays everything clearly. You can also integrate with other tools, and write your own apps so you can pull data from other systems (or update other systems) without the support agent leaving the UI.

I think live chat scenarios - this doesn't suit Zendesk well, especially if you want to use the API to retrieve the messages. All of the chat messages appear as one entry in Zendesk which isn't helpful if you want to do analytics.
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
Likelihood to Recommend
It's well suited for any young company or expanding company (mid size) with limited resources for set up and system admin. It is a great CX tool which is integrated with Shopify for ecommerce support. Agents will not need a Shopify license if they need to make an address change, can or refund the customer's order.
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
Likelihood to Recommend
A specific scenario at [...] would be when someone would call in and we'd find out that they had several different contact profiles living in our database. Once we were able to identify which one had the most relevant information, it gave us an opportunity to consolidate duplicate accounts or cases to prevent any confusion moving forward. This was always a huge challenge for me in the beginning, but luckily now I'm able to help set our other/newer team members up for success and make for a better customer experience.
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
Likelihood to Recommend
There's no times where I think ZSS would be inappropriate. I really like the system and how it so easily allows my team and I to share ideas and solutions on internal notes, the many different options for compartmentalizing tickets that are no longer being worked on or ones that you need to remember to follow-up with, how it creates a log for each contact, and shows in chronological order all of the tickets you've done for the day.
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
Likelihood to Recommend
In most cases, we use Zendesk to track ongoing tickets or issues. Most of our clients will submit a ticket through email and it will automatically populate in our queue. Once a ticket is received, we will get an email letting us know a new ticket has come in. From there a call can be made to the client to help with the issue. Once resolved, we can close out the ticket.
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
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.
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
Likelihood to Recommend
Zendesk has adequate features for most small to midsize businesses and does have a lot of room for customization and using workarounds to make it work for what you need.
The ability to turn it into an all-in-one solution for all departments is lacking, which is unfortunate because it makes the support aspect less valuable as a result.
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
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.
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
Likelihood to Recommend
Well suited for any SaaS where you have end-users who need support. We have also implemented automated macro processes to bump bump solve tickets that sit dormant for too long.
the fact that we can also search old tickets quickly to understand the user's history and their past tickets is quite nice for us.
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
Likelihood to Recommend
The ticket management is outstanding. By creating views is super easy to categorize the tickets, for instance, by clients, industry, support package, and so on.
I particularly like the integration capabilities, especially with Slack, where we trigger a message in a dedicated channel every time a new ticket is opened. This ensures the right level of visibility for the Customer Success people.
The knowledge base manager is very good.
The reporting tool is complicated to use and limited at times, but in the end it does its job.
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
Likelihood to Recommend
Zendesk support is tops for customer support usage, where one can quickly tend to agent concerns using a variety of channels, be it be by email, chat/messaging, or voice. Reporting is a breeze, especially monitoring in real-time team members who are currently logged in. There's also a feature in Zendesk talk where you can monitor calls, even "barge" when required to help an associate.
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
Likelihood to Recommend
Zendesk is very good on the canned responses and the day to day recurring problems. The reporting on both customer care agent workload and their productivity is very good and easily feeds our KPI environment. Plus staffing/ resourcing becomes more predictable and we have been able to overlay this to our churn data to give a predictive model for when Customer Care gets Stretched that revenue is at risk. Which is the ultimate point of any CS team is to retain and expand clients.
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
Likelihood to Recommend
I think it is well suited when you are working in a team to keep track of lots of different customers. It works very well when corresponding with customers via lots of emails and phone calls.

I think it will be less suitable if you were to use a different CRM since it gets tedious to use when you are tracking on both systems.
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