Zendesk Support Suite Reviews & Ratings 2022

Zendesk Support Suite

Starting at $19 per agent/month billed annually

Overview

Recent Reviews

Customer's best support system - Zendesk Support Suite

May 15, 2022

We used Zendesk Support Suite for adding Customer Community to increase customer engagement and decrease company support costs by …

Zendesk - a powerful tool for teams hyper focused on stellar customer support

May 03, 2022

We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The …

DO NOT BUY! ONCE SOLD, THEY DO NOT SUPPORT IT ONCE YOU BUY IT!

March 15, 2022

We don't. In order to use it, we would need to correctly set it up. However, the parade of incompetency from Zendesk support people has …

Zendesk Is a Scam in My Opinion. I Would Stay As Far Away As You Can.

February 14, 2022

This company is an absolute scam in my opinion. I recommend that you stay as far away as possible. I signed up for a 14 day free trial on …

Ironic : worst customer support, can't set up the tool and nobody is helping

January 17, 2022

I am very disappointed. We purchased Zendesk in order to gain productivity but we can't use it properly. We are having issues with the …

Centralized Data Management, Made Easy

December 11, 2021

Zendesk is a fantastic customer service & customer record management software used to centralize all data from our organization so our …

Zendesk is good value for your money

November 25, 2021

We use Zendesk to manage all of our requests, question, and issues. Zendesk also allows us to have an organized view of all incoming and …

Great Way to get Started with CRM software without spending a lot of money

November 24, 2021

Our main use is customer support. Our entire team is on Zendesk though, as we also use it to communicate with our suppliers, and to send …

Zendesk provides a great experience to both customers and agents

November 10, 2021

Zendesk Support Suite is the organization's main platform for customer support. It's covers everything from replying to customers to …

Unacceptable customer support

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 …

Zendesk is probably the best ticket system out there

October 25, 2021

I like the ability to integrate Zendesk support with our FAQ page, through the Knowledge base. The user support is also very nice. The …

Zendesk - Top-Notch Support

August 31, 2021

Zendesk Support Suite is being used across the whole organization as we use it to open any ticket regarding any issue we have. The company …

Zendesk Support Suite is a great option to change the employee experience!

May 23, 2021

We use Zendesk Support Suite as our main HR support for employees across the entire company. It functions as a mechanism to track tickets …

Zendesk is great for support, more difficult for sales

May 20, 2021

Zendesk was used by our Support department to manage incoming email and tweet support requests. Our team would respond to users through …

One unified agent workspace to provide better and more personalized customer support

May 13, 2021

Zendesk Support Suite has helped streamline our customer service by offering customer and sales support products which include chat, call …

Reviewer Sentiment

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Positive ()

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Awards

Popular Features

View all 13 features

Ticket creation and submission (87)

8.4

84%

Ticket response (86)

8.2

82%

Email support (83)

7.9

79%

Organize and prioritize service tickets (86)

7.5

75%

Reviewer Pros & Cons

View all pros & cons

Community Theme Selection and Global UI Changes
User ranking needs to be added and set up easily.

Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

Macros - The ability to create complex message templates with autofilled information is a significant time saver.
Merging tickets - when merging tickets the default behavior is to make them a public comment. This comment creates confusion with the customer. To avo...

Verified User

Team Lead in Information Technology

Telecommunications Company, 51-200 employees

Video Reviews

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Record

Pricing

View all pricing

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

Features Scorecard

Incident and problem management

7.4

74%

Self Help Community

7.2

72%

Multi-Channel Help

7.1

71%

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

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 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...

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.