Zendesk Suite Reliability & Availability 2025

Starting at $69 per month per agent

Overview

What is Zendesk Suite?

Review On Zendesk Suite

Rating: 10 out of 10

April 16, 2025

IncentivizedVetted ReviewVerified User

Zendesk provides a suite for all customer service for the team to interact with each other via tickets, queries, feedback, also Zendesk provide Help Centre to make services ea...

Ifra Saqlain

Engineer - Information Technology

Front-end Developer | Zendesk Developer

Previous Company

4 years of experience

Flexible and efficient!

Rating: 10 out of 10

March 11, 2025

IncentivizedVetted ReviewVerified User

We use Zendesk Suite to manage our external support to guests and vendors for email, chatbot, and text support. We also use it for our external and internal help centers with ...

Verified user

Manager

15 years of experience

Reasons why we chose to work with Zendesk.

Rating: 8 out of 10

March 10, 2025

IncentivizedVetted ReviewVerified User

We used Zendesk primarily to receive, work and follow up with customer's tickets. Zendesk helped our organization manage customer inquiries very efficiently in a fast-paced en...

Verified user

Employee

3 years of experience

Very Happy Zendesk Suite User

Rating: 10 out of 10

March 4, 2025

IncentivizedVetted ReviewVerified User

We use Zendesk Suite daily in our Customer Support Department. We use both email and chat to assist our customers. We love the ease of seeing our tickets in the date received ...

Megan Espinosa

Manager - Customer Service

Customer Support Manager

Gadget Guad

7 years of experience

Helpful product with consistent updates, but room for improvement

Rating: 8 out of 10

February 24, 2025

IncentivizedVetted ReviewVerified User

[...] uses Zendesk Suite for all customer communications, including support and onboarding channels. We use the platform for email, chat, and text/SMS support channels and var...

Matthew Brown

Director - Customer Service

Director, Customer Solutions

Shelterluv

5 years of experience

How Zendesk Suite Differs From Its Competitors

Zendesk Support is a most important system of Zendesk Suite. In this, lots of features which makes the business easy, we can resolve the tickets via automations, we can create triggers, macros for auto-reply, we can prioritize the tickets also we can assign the tickets to the agent who is master …

Incentivized

Customer Experience

I love the features and ability to customize to our business needs. While it is sometimes difficult to figure some things out I get great help from a Zendesk Suite rep when needed.

Incentivized

Customer Experience

In my opinion, both the help center and working with support agents could use a lot of work. Responses often take considerable time and getting a helpful answer is often difficult

Incentivized

Customer Experience

The help documentation and community have been how I learned mostly how to use it. I'm mostly self taught in using the platform and feel that I know it pretty well. They also offer different workshops and webinars to explore new products and different features that help a Zendesk Suite manager …

Incentivized

Customer Experience

For the times I needed to speak with an advisor, the advice was clear and well explained!

Pour les fois que j'ai eu besoin de parler avec un conseiller, les conseils ont été clairs et bien expliqués!

Incentivized

Customer Experience

self-service is fantastic, where you can create answers, even directing them to the help center.

Incentivized

Customer Experience

I've had a generally good experience with Zendesk Suite, especially in terms of support and usability. Teams can easily get started using Zendesk's extensive and user-friendly toolkit. The knowledge base is a great resource for understanding best practices and resolving problems, and the setup …

Customer Experience

The support team is great, also the community is always interested in solving problems of the users of other companies. I would also would like to point the view on the luminaries, a group of CX and Zendesk experts, who are also solving problems with a higher experience than others.

Incentivized

Customer Experience

Quality of help is usually pretty spot on, but sometimes tickets with Zendesk Suite agents can go on for weeks or months without a real resolution. Most of the time it's sending you to an article to try and figure it out yourself, or hope that another user has responded to the thread with the …

Incentivized

Customer Experience

The help documentation quality could be improved on. It would also be nice if our assigned rep would follow up with us more frequently on how Zendesk Suite is treating us and what we would like to see improved.

Incentivized

Customer Experience

The help documentation is amazing. It helps to share appropriate responses to the customer instead of looking for that information in multiple sources.

Customer Experience

Zendesk help centre has recently had a big upgrade and a much simplified interface making it much easier to find relevant articles and advice. Everytime I have reached out to Zendesk, they have replied within 24 hour and are experts at the job they do, offering fantastic advise and best practice …

Incentivized

Customer Experience

Zendesk's own Help Center offers a wide range of support. You have both basic articles explaining why something exists, in depth articles explaining how it works, and support articles that handle the edge cases and potential issues. It's network of partners combined with their own in-house support …

Incentivized

Customer Experience

It really helps with the customer experience as there is a feature that shows non-API tickets, which includes all the emails sent by the sellers who require assistance rather than calling. Also, the open tickets, which are shown with the red dot to show that they require action, or the seller has …

Incentivized

Customer Experience

The experience has been very flexible, as Zendesk integrates all of my work into one place. Being able to locate tickets that need my urgent attention and tickets that are of low priority makes my work on Zendesk very convenient. This is my primary working station!

Incentivized

Customer Experience

Using Zendesk has helped the business with efficient response time to the sellers, giving quality customer support. Zendesk has five types of tickets: open, pending, and on hold; these statuses allow us to see if we are awaiting customer response or vice versa, and the last status is solved, …

Incentivized

Customer Experience

It helps us because it introduces many updates , and its updates that benefit the company and its users . For e.g There is a function called zingtree that assists with bereavement sales . It helps ask for particular documents that are needed for that sale to continue. These sales are sensitive and …

Incentivized

Customer Experience

The team was supportive and helpful in resolving issues whenever we faced them. When suddenly tickets would disappear or reminders would not work, they would help us fix it. Like mentioned earlier they are prompt as they know the importance of customer support they themselves are always on their …

Incentivized

Customer Experience

Zendesk Suite works well for a scaling company. It is helpful to have someone on staff that can make customizations and add needed automation. While It is easy enough for a brand-new agent to learn the basic functions of the app.

Incentivized

Customer Experience

As stated in my previous responses, Zendesk allows us to not only record our trouble tickets and act as a knowledgebase as a result with its robust search engine, it also allows us to communicate vital information about the problem directly with the customers. While other solutions also provide …

Incentivized

Customer Experience

It makes it easier for customers to communicate with us. They can send emails anytime, and we will receive them and be able to answer and send those emails back to the customers.

Incentivized

Customer Experience

Able to see the emails that were previously sent to the customer which means that should they respond with a document that was requested since it works hand in hand with dashboard I then upload the document on behalf of the customer to their profile. This makes it easier for the work to keep on …

Customer Experience

The app is quite intutive, I rarely reached to their support team (maybe 2-3 times in the course of the last 6 years). The documentation is ok, they recently switch to a new look which I think is less coherent

Incentivized

Customer Experience

Although Zendesk Suite is very simple to use platform, however their customer support is extremely helpful in resolving customer’s queries.

Incentivized

Customer Experience

It also shows us that the document is unacceptable and also there are macros we can use if you need to inform sellers with the required documents and you can attach documents on an email

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

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Pricing

View all pricing

Suite Team

$69

Cloud

per month per agent

Suite Growth

$115

Cloud

per month per agent

Suite Professional

$149

Cloud

per month per 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)

$69 per month per 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

8.7

Avg 8.1

9.1
Organize and prioritize service tickets
(159) Ratings
Prioritize tickets to ensure most urgent are tackled first
8
Expert directory
(108) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
8.3
Subscription-based notifications
(111) Ratings
Users subscribe to notifications for ticket updates
8.4
ITSM collaboration and documentation
(110) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
9.3
Ticket creation and submission
(159) Ratings
Users and agents can easily enter new support requests.
9.2
Ticket response
(158) Ratings
Agents can easily follow up with customers.

Self Help Community

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

8.5

Avg 7.9

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.

8.6

Avg 7.9

8.8
Customer portal
(126) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
8.5
IVR
(62) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
7.9
Social integration
(102) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
9.1
Email support
(152) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
8.8
Help Desk CRM integration
(117) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Product Details

What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience.

Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

Zendesk Suite Features

Show Unsupported 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

Zendesk Suite Screenshots

Screenshot of the Zendesk Agent Workspace

Screenshot of Bots powered by Zendesk AI

Screenshot of Tone shift with Zendesk AI

Screenshot 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...

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 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	Read Zendesk's Security Report on Whistic Security Network™

Zendesk Suite Downloadables

Frequently Asked Questions

Zendesk Suite starts at $69.

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 From Top Reviewers

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(1-5 of 13)

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Zendesk excels as internal helpdesk

Rating: 9 out of 10

September 30, 2015

Will Scarbrough

CIO

Sasaki Associates (Architecture & Planning, 201-500 employees)

Vetted Review

Verified User

2 years of experience

Reliability and Availability

Zendesk review

Rating: 10 out of 10

March 10, 2015

Jonathan Hatch

National Operations

Florida Blue (Marketing and Advertising, 51-200 employees)

Vetted Review

Verified User

1 year of experience

Reliability and Availability

We had no delay in implementing the product once our account was setup.

Eric's Zendesk Review

Rating: 10 out of 10

December 04, 2014

Eric Johnson

Director of Information Technology

Z Wireless (Verizon Premium Retailer) (Retail, 1001-5000 employees)

Vetted Review

Verified User

7 years of experience

Reliability and Availability

I've never had it go down on me.

Zendesk for your Help Desk

Rating: 10 out of 10

December 04, 2014

Joe London

Network Manager

The Blake School (201-500 employees)

Vetted Review

Verified User

1 year of experience

View profile

Reliability and Availability

We have not seen any significant down times for Zendesk, out of the term of our relationship only one window of a couple hours has ever been caused by loss of service.(Website being down)

Zendesk from the bottom up.

Rating: 7 out of 10

October 05, 2013

Adam McCurdy

Tools Engineer

New Relic, Inc. (201-500 employees)

Vetted Review

Verified User

1 year of experience

Reliability and Availability

Downtime does happen. but not that often.

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Suite Team

$69

Suite Growth

$115

Suite Professional

$149

Zendesk Demo: The Basics

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