Zendesk Support Suite

Zendesk Support Suite

Top Rated
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Score 8.0 out of 100
Top Rated
Zendesk Support Suite

Overview

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...
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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)
    7.9
    79%
  • Ticket response (88)
    7.6
    76%
  • Email support (85)
    7.3
    73%
  • Organize and prioritize service tickets (88)
    7.0
    70%

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
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Product Demos

Zendesk Overview Demo
02:29
Initial thoughts on Zendesk - Software Unboxing
21:36
Zendesk: Top Features
04:31
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Features Scorecard

Incident and problem management

6.7
67%

Self Help Community

6.4
64%

Multi-Channel Help

6.3
63%
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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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
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 7.9.

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

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Reviews

(1-25 of 127)
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Score 10 out of 10
Vetted Review
Verified User
  • Zendesk has improved the efficiency of CS team significantly compared to how we were operating with customers.
  • We can now collect metrics into how quickly effectively we're managing communications with clients which helps expose areas of improvement.
Score 8 out of 10
Vetted Review
Verified User
  • It has helped us organize our support team
  • It has reduced errors and miscommunication with customers and between agents
  • It has cut down our response time
  • It allowed us not to miss client's messages that come through Facebook or Instagram
Score 9 out of 10
Vetted Review
Verified User
  • 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
  • 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
  • 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.
Justin Esgar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
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