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

Centralized Data Management, Made Easy

8
December 11, 2021
Zendesk is a fantastic customer service & customer record management software used to centralize all data from our organization so our …
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Zendesk is good value for your money

9
November 25, 2021
We use Zendesk to manage all of our requests, question, and issues. Zendesk also allows us to have an organized view of all incoming and …
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Unacceptable customer support

1
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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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019

Popular Features

View all 13 features

Ticket creation and submission (87)

8.4
84%

Ticket response (86)

8.2
82%

Email support (83)

7.9
79%

Organize and prioritize service tickets (86)

7.5
75%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Zendesk Support Suite, and make your voice heard!

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

7.4
74%

Self Help Community

7.2
72%

Multi-Channel Help

7.1
71%

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...
 Show More
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+

Comparisons

View all alternatives

Frequently Asked Questions

What is Zendesk Support Suite's best feature?

Reviewers rate Ticket creation and submission highest, with a score of 8.4.

Who uses Zendesk Support Suite?

The most common users of Zendesk Support Suite are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews

(1-25 of 39)
Companies can't remove reviews or game the system. Here's why
Lou Gallo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
David Drinnon | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We love Zendesk. For a small IT shop (13 IT Staff, 1,300+ users) it provides everything we need to be efficient and timely in responding to various issues.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is a great solution and will always be up. That, plus the customers seem to like it. I can't stop talking about how well designed and clear the UI is. If you need a ticket system that will be easy, turnkey and always available, choose Zendesk. The customer service has been great too.
Paul Ritmo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I believe that the Zendesk tool is extremely useful to identify and monitor service cases for a great number of clients quickly and efficiently. The Zendesk browser based and mobile based application allows me to respond to clients immediately and with little wait time. The assignment rules are quite helpful as well as email notification for incoming cases.
September 17, 2014

Zendesk works!

Score 9 out of 10
Vetted Review
Verified User
Review Source
We rely on this tool so heavily, I don't see us moving unless we find a similar product for much cheaper. Even then, our company is such a partner with Zendesk, I would say that we will be working together as long as the two of us are in business.
Shane Swor | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have a system that works, and works well. Zendesk keeps coming out with new innovative ways to reach out to customers, and to improve the system itself through add ons, apps, etc. Not only is it good for the company, and customer service... it's also fun.