Highly Recommend ZenDesk
I've been using ZenDesk Suite for over 7 years now. It makes my communication with my customers and potential customers very simple and …
Starting at $55 per month agent
View PricingOverview
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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Popular Features
- Ticket creation and submission (113)9.292%
- Ticket response (112)8.888%
- Email support (109)8.787%
- Organize and prioritize service tickets (112)8.585%
Reviewer Pros & Cons
Pricing
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
Product Demos
Zendesk Demo: The Basics
YouTube
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
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...
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 Suite Integrations
- Jira Software
- Trello
- Slack
- Shopify
- AppFollow
- Intercom
- Geckoboard
- Zight
- Mailchimp
- Nutshell CRM
- Talkdesk
- Zoom
- TeamViewer
- Zoho Assist
- Seismic Learning
- Zoho Books
- Trustpilot
- Pendo.io
- Dropbox
- LiveChat
- Hootsuite
- Box
- 8x8 Contact Center
- Giphy
- MaestroQA
- Qualtrics XM for Customer Frontlines
- RingEX
- HubSpot CRM
- Medallia Agent Connect
- Salesforce Sales Cloud
- Myndbend
- Google Play Reviews
Zendesk Suite Competitors
- Freshdesk
- HappyFox Help Desk
- HelpSpot
- Kayako
- Mojo Helpdesk
- Salesforce Service Cloud
- Zoho Desk
- UseResponse
- UserVoice
- KronoDesk
- ChangeGear Service Desk
- Kustomer
- Oracle Fusion Service
- ServiceNow IT Service Management
- eGain
- Ameyo
- Microsoft Dynamics 365
- Gorgias
- Freshservice
- Gladly
- Intercom
- Talkdesk
- Twilio
- LiveChat
- SolarWinds Service Desk (SSD)
- Pega Customer Service
- Genesys Cloud CX
- HubSpot Service Hub
Zendesk Suite Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | 160+ |
| Supported Languages | 60+ |
| Security |
Zendesk Suite Downloadables
Frequently Asked Questions
Zendesk Suite starts at $55.
Reviewers rate Ticket creation and submission highest, with a score of 9.2.
The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(923)Attribute Ratings
Reviews
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December 21, 2017
Zendesk Provides Product Teams With Design Transparency
- Zendesk allows our support agents to accurately respond to customers in a very efficient manner.
- It gives us in-app chat capabilities which significantly cut down on ticket quantity.
- The ability to sort out what the most common problems our customers run into gives us a lot of insight into how to design our product.
December 18, 2017
Helping to create happy customers!
- Zendesk has allowed us to globally triage a large customer base at scale.
- Has helped us to improve our service to our existing customers, provide reports on ticket numbers and response times.
- As the company has taken on more customers we have been able to add to the FAQ and video tutorials to help resolve issues without agents having to personally get involved.
- We have integrated into our CMS so we get the whole customer journey in one place.
December 12, 2017
Zendesk CRM - How Great is it?
- Positive - We can track emails and similar threads all on 1 ticket, which is increased our productivity and efficiency.
- Negative - Due to limitations of the CC field, it has become a huge learning curve to use this new system in replacement of email support, costing us additional training resources.
- Negative - Because analytics makes it hard for our Business Intelligent unit to integrate into their system, it has become a lot of manual work, and this costs us more resources to support his manual process.
- Positive - Chat support efficiency and SLAs have improved due to the ease of chat transcripts, client history access, and transferring capabilities, saving us money on client support.
December 12, 2017
Zendesk is an everyday tool in our company
- We increased the satisfaction rate from 95.1% in 2015 to 97.2% in 2017.
November 30, 2017
Best chat service for your organization!
- Instant contact with customer: improvement of client's satisfaction
- Faster response to customer and solving problems faster
September 21, 2017
Relax with Zendesk
Score 8 out of 10
Vetted Review
Verified User
- Allows my team to handle support tickets simply without getting in the way. Often large scale, highly customized ticket tracking systems end up making support reps spend more time using the tool than helping customers.
- Quick integration to JIRA makes it easy for me to track and report on issues passed to dev.
June 28, 2017
Zendesk is best customer service platform
- Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
- Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
August 16, 2016
Zendesk, a Startups Best Friend
Score 7 out of 10
Vetted Review
Verified User
- I am able to administrate zendesk on my own without a need for further assistance from the team.
- Zendesk has been experiencing performance issues over the year as judged by myself and the community, possibly due to growing pains.
- Moderate to good ticket management system and customer facing knowledge base.
August 16, 2016
Is Zendesk Right for you?
Score 9 out of 10
Vetted Review
Verified User
- Transparency via reporting has led to the promotion and removal of helpful and lacking agents, respectively.
- Customer's satisfaction reviews on solved tickets provided insight on best business practices.
- Custom ticket filtering rules help alleviate time spent on tickets that can be auto-solved before reaching a live agent.
May 03, 2016
Zendesk
Score 10 out of 10
Vetted Review
Verified User
- Response times are better.
- Campus wide use and ease of use.
April 06, 2016
Why Zendesk will help your business grow!
Score 9 out of 10
Vetted Review
Verified User
- Zendesk has helped to streamline our business and keep our costs low - our employees now manage their time more efficiently.
- We can now use Zendesk for KPIs in how many tickets our employees have picked up, the rating of the response to tickets and how quickly they pick tickets up.
- Seeing as we had the startup offer that Zendesk offered at the time, Zendesk has had a massive impact on our business objectives and has helped overcome the issue of scalability.
December 28, 2015
Zen works great for us
Score 10 out of 10
Vetted Review
Verified User
- Zendesk lowered our support costs by making things more efficient.
October 06, 2015
Zendesk has proven itself to be extremely valuable
- Greater transparency has made me more efficient as others can jump in and help when maybe it was best for them to help rather than I [was] in the first place.
- Users feel better supported. They're happier and in my opinion they are easier to work with.
- At any given time we all feel less stressed because we have a clear picture of where we're at. It makes planning for infrastructure changes and support much more focused because we can refer to relevant data based on real world usage.
September 30, 2015
Zendesk excels as internal helpdesk
Score 9 out of 10
Vetted Review
Verified User
- We reduced support requests by 30% in less than 2 years through proactive maintenance, 100% use of Zendesk to capture information, and filling our knowledge base with high quality articles using the Screensteps integration.
- Our support staff are more productive and rate their job as better and less stressful.
- In combination with a full plan for support, customers rated our support as some of the best they have experienced.
- Increased resolution time.
- Increased capacity has helped us defer hiring more support technicians to handle the volume. We are handling 620+ tickets a month with only 3 employees.
- Increased visibility for me as the IT Director. I much more equipped to monitor issues that arise and jump in where needed.
August 19, 2015
Zendesk is a simple but effective powerhouse!
Score 8 out of 10
Vetted Review
Verified User
- It has streamlined communication in our company.
- Zendesk has been super reliable. It hasn't crashed once. You ROI will be safeguarded by that.
- The email reminders allow you to never miss a communication.
June 03, 2015
Zendesk is ok
- Better customer service
- Better support efficiency
- Better overview on support
May 11, 2015
Best Online Ticketing System!
Score 10 out of 10
Vetted Review
Verified User
- Time and money! One place to go and see open tickets/issues and one place to send customers to get help.
April 29, 2015
Scalable, Integratable, Affordable Helpdesk Solution
Score 8 out of 10
Vetted Review
Verified User
- One of the big advantages was being able to get Microsoft Outlook out of the equation. We have a central place for everyone to see tickets and Zendesk has it's own email engine which eliminated to need to use a separate systems for communicating with customers.
- The system also helped a lot in managing our KPIs. We were able to measure things like time required to resolve tickets to enforce SLAs with our vendors and ultimately provide better service to our customers.
Score 10 out of 10
Vetted Review
Verified User
- We saved time and eliminated writing duplicate emails over and over.
April 08, 2015
ZenDesk, definitely a good option
Score 9 out of 10
Vetted Review
Verified User
- I would say our team was able to answer literally twice as many emails using Zendesk.
March 12, 2015
Great, easy to implement and use support platform.
Score 9 out of 10
Vetted Review
Verified User
- Able to process and handle a large number of support requests efficiently and without losing information.
- We have a 99% satisfaction rating from our customers on our level of support.
- We are able to track metrics and performance easily with zendesk reporting features.
March 10, 2015
Zendesk review
Score 10 out of 10
Vetted Review
Verified User
- We are increasing customer satisfaction and retaining more customers. Prior to using Zendesk, we had no way to measure customer satisfaction but we knew that our customers were extremely unhappy.
- We have increased our response times, which makes the customer happy.
- We have satisfaction surveys with true measurable metrics.
February 25, 2015
Zendesk: The right way to do Help Desk Support
Score 10 out of 10
Vetted Review
Verified User
- Zendesk has allowed us to streamline our business by providing a solution that gives our support agents a "no learning curve" product. This has saved us time and money when hiring new support agents.
- Zendesk allows us to customize our forums and creates a centralized location for internal employees to add valuable details regarding product updates, bugs and release notes.