Zendesk Support Suite

Zendesk Support Suite Reviews

Customer Verified
Top Rated

Do you work for this company? Learn how we help vendors

Ratings and Reviews
(1-25 of 121)

Companies can't remove reviews or game the system. Here's why
Justin Esgar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Despite the cost, ZenDesk has become the heartbeat of our company- so the ROI is extensively always growing. As we get more clients, we don't need to increase our ZenDesk costs.
  • We had to spend massive amounts of time customizing the system to work properly for us, including managing custom fields, and triggers. A lot of that could have been simplified if ZenDesk allowed for variables in triggers. In the end though, doing this work has increased our actual work time since we could trigger all the non-essential tickets.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • This has dramatically improved the employee's experience when needing support. To be able to chat, call, email, and self-service have been a game-changer for employee internal support.
  • All HR support teams have the ability to provide support and track tickets for their respective teams, a dramatic improvement over using just email.
  • Help center is now the main go-to place to find information everything related to HR.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Since we are a global company, it has helped secure sales when we are not available, as we get people answers to purchase in an organized fashion.
  • It helps one person deal with CX and warranty issues globally and remotely in our company.
  • It has helped us better fix site issues to increase sales.
  • It was a low-cost CRM solution for us.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Internal collaboration and notes within tickets has cut down on internal phonecalls
  • We are able to keep better track of consistent requests or issues
  • We do lose track of things occassionally, once ticket numbers reach a certain point, searching on them can be difficult.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Sam Othman | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Tasks are all being handled by the same agent which gives us ownership right the way through
  • All interactions of the tasks are kept together in one place
  • Tasks can be easily reassigned to another more suitable agent, escalated or progressed once one part of the task has been completed.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Once everyone was up to speed on Zendesk, it has cut down on the number of emails we have to send and helped ensure that we follow up with all constituents.
  • Improved customer service.
  • A single place to track tickets and thus get data on response time, etc.

Zendesk Support Suite Scorecard Summary

Feature Scorecard Summary

Incident and problem management (6)
78%
7.8
Organize and prioritize service tickets (83)
79%
7.9
Expert directory (53)
71%
7.1
Subscription-based notifications (62)
67%
6.7
ITSM collaboration and documentation (57)
81%
8.1
Ticket creation and submission (84)
87%
8.7
Ticket response (83)
84%
8.4
Self Help Community (2)
79%
7.9
External knowledge base (69)
78%
7.8
Internal knowledge base (64)
80%
8.0
Multi-Channel Help (5)
78%
7.8
Customer portal (68)
77%
7.7
IVR (29)
72%
7.2
Social integration (48)
74%
7.4
Email support (80)
85%
8.5
Help Desk CRM integration (60)
82%
8.2

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 Video

Zendesk Videos

Zendesk Support Suite Integrations

Zendesk Support Suite Competitors

Zendesk Support Suite Pricing

More Pricing Information

SaaS Editions Pricing
Pricing DetailsTerms
Suite Team$49.00per agent/month billed annually
Suite Growth$79.00per agent/month billed annually
Suite Professional$99.00per agent/month billed annually
Suite Enterprise$150.00per agent/month billed annually
Additional Enterprise-Ready Plans, starting at...$215.00per agent/month billed annually
Support Team (Foundational Support Only)$19.00per agent/month billed annually

Zendesk Support Suite Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries160+
Supported Languages60+

Frequently Asked Questions

What is Zendesk Support Suite's best feature?

Reviewers rate Ticket creation and submission highest, with a score of 8.7.

Who uses Zendesk Support Suite?

The most common users of Zendesk Support Suite are from Mid-size Companies and the Computer Software industry.