Zendesk is TOP NOTCH!
Since I work in IT on the support side, we use this regularly as a support communication tool. It's also used for new hire record-keeping …
Zendesk Support Suite
Top Rated
Zendesk Support Suite
Starting at $19 per agent/month billed annually
View PricingOverview
Recent 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
Top Rated
2022
Popular Features
View all 13 features- Ticket creation and submission (89)8.282%
- Ticket response (88)7.979%
- Email support (85)7.676%
- Organize and prioritize service tickets (88)7.373%
Reviewer Pros & Cons
View all pros & cons
Wolf-Ekkehard Hindrichs
Solutions Consultant
Parsable, Inc (Information Technology & Services, 51-200 employees)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
View all pricingSupport 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...
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
- Jira Software
- Trello
- Slack
- Shopify
- AppFollow
- Qualtrics CoreXM
- Intercom
- Geckoboard
- Google Hangouts (Classic)
- CloudApp
- Mailchimp
- Nutshell CRM
- Talkdesk
- Zoom
- TeamViewer
- RingCentral MVP
- Zoho Assist
- Lessonly
- Zoho Books
- Axosoft
- Trustpilot
- Pendo.io
- Dropbox
- Emma
- LiveChat
- HubSpot Marketing Hub
- Hootsuite
- Box
- Falcon.io
- 8x8 Contact Center
- GIPHY
- MaestroQA
- Stella Connect
- by Medallia
- Salesforce
- Google Play Reviews
- Myndbend
Zendesk Support Suite Competitors
Zendesk Support Suite Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | 160+ |
| Supported Languages | 60+ |
Frequently Asked Questions
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
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Reviews and Ratings
(830)
Reviews
(1-16 of 16)- Popular Filters
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July 04, 2022
The best tool for ticketing I've found.
1
Head of Support
22
We are using Zendesk Support Suite throughout all of our departments that are customer facing. We have everyone from entry level agents to CEO of the company using Zendesk Support Suite. We are using Support Suite for all of our communication with our clients and customers. It provides an amazing experience for all involved.
August 28, 2018
Zendesk is our hub for knowing our customers and being customer driven in our business
1
I run our support team and all the tools that we provide to our users and our agents around support. The system was easy to configure to fit our business and it is easy to expand to allow for bringing in other departments when there is a need for them to communicate with users. In addition to this, the best part is the ability to build automation that talks to Zendesk via the API and a number of ways for Zendesk to automate downstream based on triggers. Knowing that no matter the situation, Zendesk can be expanded to fit the need allows me to focus on users and not the system we use. Most skills required are all in the UI and then if you want to develop, Rest API skills and Javascript are helpful.
Since ZenDesk is cloud based solution, we spend zero time managing or supporting the software itself. If we have a problem, we just submit a ticket to ZenDesk support or read their support forums (which are highly helpful)!
June 03, 2015
Zendesk is ok
1
IT generalist with an understanding of Helpdesk needs
February 25, 2015
Zendesk: The right way to do Help Desk Support
December 09, 2014
Zendesk for a small international organization
2
Patience is the most important. You need to think about what you want to do and hopefully the platform can do this. Generally that is the case, but always requires a bit of research.
I have incorporated MACROS, added new categories and email forward. Each of these took of time to complete.
I have incorporated MACROS, added new categories and email forward. Each of these took of time to complete.
December 09, 2014
Love benchmarking capabilities.
0.25
No IT support is really required. Sometimes the Salesforce.com integration requires a little support. I along with our lead support person do a lot of configuration adjustments to make process improvements. We probably do several each week. Maybe altogether we spend 0.2-0.25 FTE in administration.
December 04, 2014
Eric's Zendesk Review
1
Just me for now.
December 04, 2014
Zendesk for your Help Desk
3
3 people with admin rights and 15 or so agent accounts.
October 07, 2013
Very easy to use
October 05, 2013
Zendesk from the bottom up.
October 02, 2013
Zendesk. Simple, Smooth, and Powerful
1
It only takes one person to sit down and spend a few hours playing with it to be able to fully support Zendesk.
September 22, 2013
Zendesk Review
0
I am the only person who uses Zendesk at mywedding.com.
July 09, 2013
Couldn't do without it!
1
I support the software internally.
