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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…

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Recent Reviews

TrustRadius Insights

Efficient Collaboration and Task Management: Users have praised the tool for allowing multiple agents to access different tickets, …
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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 …
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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 (113)
    9.3
    93%
  • Ticket response (112)
    9.0
    90%
  • Organize and prioritize service tickets (112)
    8.7
    87%
  • Email support (109)
    8.5
    85%

Reviewer Pros & Cons

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Pricing

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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
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Product Demos

Zendesk Demo: The Basics

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.3
Avg 7.8

Self Help Community

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

8.1
Avg 7.6

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 7.5
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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...
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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 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 9.3.

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

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Reviews and Ratings

(932)

Attribute Ratings

Reviews

(1-25 of 151)
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Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Reduced scenarios where business continuity was stopped due to technical issues, because of the quick user response times we've had as a result of Zendesk.
  • Several occurrences of Zendesk being down, which resulted in our access to all pending IT requests being cut, which interrupted business continuity.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • We are able to reply to inbound tickets on average less than 3 minutes.
  • Being able to text with our customers has helped us get 4.9 Stars on Google Reviews. Customer's LOVE being able to text in with anything they need.
  • My reps can't say enough good things about the iOS App, allows them to work from anywhere at anytime.
Nicholas Adams | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Zendesk was grandfathered in to our IT stack and the cost of migration to another, more suitable platform is too high to justify it.
  • It plays a key role in our primarily support based business and has high up time.
  • Despite not having scores of agents, this still remains our highest single IT cost.
Score 9 out of 10
Vetted Review
Verified User
  • Zendesk has improved the efficiency of our CS team significantly compared to how we were previously 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
Incentivized
  • Zendesk integrates into several of our other enterprise services so that's been very helpful
  • Zendesk has allowed our global support team to collaborate on all levels of customers technical requests
  • Being able to attach new support cases to already closed cases allows our support team to easily past case history
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • We are able to quickly identify issues regionally or globally and take action to resolve
  • Less expense on Shopify licenses (for the agents as they can use Zendesk)
  • We do not need to spend on Zendesk experts or 3rd parties to help launch new brands and related support channels
  • Multi-language support works well so we are not always needing to hire agents who are bilingual
Justin Wright | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Being able to maintain relevant customer information makes for a better customer service experience.
  • I can only think of two specific times that Zendesk Support Suite went down and it was only temporarily.
  • The price point is a little on the high side.
  • Being on the receiving end of the automated responses generated by Zendesk Support Suite can be a little cumbersome.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Teams receive actionable consumer insights to evolve our product and warranty service.
  • Our CSATs are always in the 90% range due to the agent's ability to quickly assess a customer's issue and consider past contact to Support- to make the best decision in resolution.
  • Agents ability to create own Macros to personalize their consumer communication.
  • Appreciate the Help Center generally evolving with more features over time.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Lowered down ticket response time and increase customer satisfaction ratings.
  • Has had a huge impact on our spending due to prices.
  • Overall, our ROI was satisfactory. We managed to increase our sales due to customer satisfaction being really good.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • Good ROI on how allows us to track and manage staff resourcing
  • Positive Has helped to reduce our subscription churn as we can predict better when they are unhappy form the Zendesk stats
  • No negative ROI beyond staff being unhappy with the system and the extensive time taken to generate new reports
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