Zendesk Support Suite

Zendesk Support Suite

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.0 out of 100
Top Rated
Zendesk Support Suite

Overview

Recent Reviews

Centralized Data Management, Made Easy

8
December 11, 2021
Zendesk is a fantastic customer service & customer record management software used to centralize all data from our organization so our …
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Zendesk is good value for your money

9
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 …
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Unacceptable customer support

1
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 …
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Reviewer Sentiment

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Negative ()
Learn how we calculate reviewer sentiment

Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019

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

Video Reviews

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Pricing

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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

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 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...
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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 Support Suite Integrations

Zendesk Support Suite Competitors

Zendesk Support Suite Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries160+
Supported Languages60+

Comparisons

View all alternatives

Frequently Asked Questions

What is Zendesk Support Suite's best feature?

Reviewers rate Ticket creation and submission highest, with a score of 8.4.

Who uses Zendesk Support Suite?

The most common users of Zendesk Support Suite are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews

(1-18 of 18)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce.

The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility.
Score 1 out of 10
Vetted Review
Verified User
Review Source
I've used a half-dozen support systems in my career and Zendesk is by far the most idiosyncratic. The web interface doesn't differentiate between actions that change state and those that don't, so training customer service reps was difficult. We tried the iPad and phone apps but those didn't work at all as there was no facility to submit ticket replies.
Kris Lambert | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Everything is clicks not code (except single-sign). There are English language rules for workflow, adding a field. It is easier to use than Salesforce.com, but still very powerful.
Taylor Wielage | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Zendesk released a new agent portal about 8 months ago and the UI has been completely redesigned. The interface is now pretty slick and is significantly better than some of the competitor products I have seen.
Chase Sheaffer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs.
Score 10 out of 10
Vetted Review
Verified User
Review Source
• The UI is very consistent across the product so training and learning how to use it are very efficient. The admin UI and the support technician UI are essentially identical, except that the admin UI provides access to more functionality. The administrator can easily provide more functionally to support staff by turning on features as appropriate. • Our knowledge base is also managed through Zendesk, and it’s very easy to assign rights to individuals for editing privileges, etc.