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

(1-19 of 19)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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.