Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading
Read all reviews

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 (109)
    9.1
    91%
  • Ticket response (108)
    8.8
    88%
  • Email support (105)
    8.5
    85%
  • Organize and prioritize service tickets (108)
    8.4
    84%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

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
Return to navigation

Product Demos

Zendesk Demo: The Basics

YouTube
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.1
Avg 7.9

Self Help Community

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

7.9
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.

7.9
Avg 7.7
Return to navigation

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...
 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 Suite Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security

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 9.1.

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

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(923)

Attribute Ratings

Reviews

(1-20 of 20)
Companies can't remove reviews or game the system. Here's why
October 05, 2023

Zendesk makes work easy!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
5
Founder: Boss, makes all of the business decisions, like what software we use Admin Manager: Spends the most time on Zendesk and filtering out important tickets for all of the agents 3 Agents: Use Zendesk for keeping effective communication with clients and making sure information is sent and received on time.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
22
We have agents and supervisors as well as project managers working in Zendesk Support Suite. We use Suite for helping customers, clients, and general communication within the company. We have been able to streamline all of our communication and provide a better customer experience. In addition to providing a better customer experience, we are saving money by using one platform for all of our communication.
Lou Gallo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
100
Everyone from our support staff, development, operations, quality assurance, sales, marketing, management, customer success and technical services. This is essentially our entire company and with our Enterprise licensing we can have anyone have view access to tickets. This allows us to grant access to any teams where customer input is key to making positive changes to how we do business. Pre and post sales access to this conduit of feedback allows us to impact all employees and get everyone behind the customer-first attitude.
David Drinnon | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
13
ZenDesk used by 13 IT team members to respond to the desktop needs of our staff and website visitors. Currently, we are supporting 1300+ users across six locations in our metro area. We average around 627 tickets a month.
Paul Ritmo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
5
We go from 1st line support to level 3 support. The departments can assign the cases as they come in to quickly resolve issues.
Our level 2 and 3 are individuals that are extremely intimate with the software application and who can quickly respond to the end users questions pertaining to our software
Colby Wood | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
4
I have 4 in my company, but much more for the other companies that I have done work for,

At Johnson Business Technology Solutions I have molded Zendesk into a HelpDesk tool for our Desktop guys, an Escalation tool for our System Engineers, and a project tracker for both.
Taylor Wielage | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
5
Customer service/sales team use Zendesk to answer functionality questions to prospective customers.
Support team resolves user issues through Zendesk.

Return to navigation