Zendesk Support Suite Reviews

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Score 8.0 out of 100

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Reviews (1-13 of 13)

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December 04, 2014
Joe London | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Reliability and Availability

10
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)
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October 02, 2013
Colby Wood | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Reliability and Availability

10
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
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July 09, 2013
Taylor Wielage | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Reliability and Availability

10
We have not experienced any non-scheduled service interruptions. Maintenance is generally scheduled at weekends or at low-demand periods and this has not been a problem.
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December 09, 2014
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Reliability and Availability

9
We have almost never had availability issues, but did have had one glitch last week.
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November 12, 2012
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Reliability and Availability

9
• Occasional issues, but generally very stable.
• Any scheduled downtime was always communicated effectively with frequent updates on system status. No issues here.
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Feature Scorecard Summary

Organize and prioritize service tickets (79)
8.0
Expert directory (49)
7.3
Subscription-based notifications (60)
6.5
ITSM collaboration and documentation (55)
8.1
Ticket creation and submission (80)
8.7
Ticket response (79)
8.4
External knowledge base (66)
7.6
Internal knowledge base (62)
7.7
Customer portal (65)
7.4
IVR (28)
7.0
Social integration (45)
8.0
Email support (77)
8.2
Help Desk CRM integration (57)
8.0

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

Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management

Self Help Community Features

Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureSurveys/polls

Multi-Channel Help Features

Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

Zendesk Support Suite Video

Zendesk Videos

Zendesk Support Suite Integrations

Zendesk Support Suite Competitors

Zendesk Support Suite Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?Optional
EditionPricing 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 Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Video Tutorials / Webinar

Zendesk Support Suite Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:160+
Supported Languages: 60+

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.