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Zendesk Suite

Zendesk Suite

Overview

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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Recent Reviews

Zendesk is awesome

9 out of 10
October 05, 2023
Incentivized
We use zendesk as a way to communicate any internal issues we are having with our IT, HR, etc. it’s really a centralized way for us to …
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How Zendesk Suite Differs From Its Competitors

Customer Experience

For the most part, Zendesk offers a user-friendly interface. Common tasks like finding tickets and updating information are straightforward. The Zendesk Guide (their knowledge base) has a wealth of articles and tutorials covering a wide range of features. This is helpful for finding answers to …
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Customer Experience

I have used Zendesk support. Despite having to go as far as recording a video of my issue, the help desk representative claimed they couldn't replicate my issue and closed the ticket. Long time requests from Zendesk users such as markdown tables continue to be ignored for years whilst completely …
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Customer Experience

It is really easy to do it with Zendesk Suite, the new messaging app is just a breeze once you set it up, you can go between channels without the customer even knowing.
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Customer Experience

Zendesk has always been an advocate of self-help hence there is a ton of documentation shared for customers. In the event whereby assistance is needed then there are options - directly liaising with support/premier support. Premier Support (mind you that this is a subscription service) works …
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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

Popular Features

View all 13 features
  • Ticket creation and submission (112)
    9.2
    92%
  • Ticket response (111)
    8.9
    89%
  • Email support (108)
    8.6
    86%
  • Organize and prioritize service tickets (111)
    8.5
    85%

Reviewer Pros & Cons

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Pricing

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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
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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

8.2
Avg 7.9

Self Help Community

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

8
Avg 7.7

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
Avg 7.7
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Product Details

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

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot 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...
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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 Suite Integrations

Zendesk Suite Competitors

Zendesk Suite Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security
whistic readyRead Zendesk's Security Report on Whistic Security Network™

Zendesk Suite Downloadables

Frequently Asked Questions

Zendesk Suite starts at $55.

Freshdesk, HappyFox Help Desk, and HelpSpot are common alternatives for Zendesk Suite.

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).
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Comparisons

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Reviews and Ratings

(923)

Attribute Ratings

Reviews

(1-23 of 23)
Companies can't remove reviews or game the system. Here's why
April 18, 2024

Zendesk Suite, A User's Perspective

Verified User
Employee in Information Technology
Gambling & Casinos Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
Zendesk Suite is a valuable tool for our customer support team. It keeps everything organized, allows for easy collaboration between agents, and automates repetitive tasks. This translates to happier customers and more efficient agents. While it might not be perfect for every situation, the overall positive impact on our business objectives makes it a worthwhile investment.
April 17, 2024

Zendesk - how the greatest can fall in the name of "improvement"

Nicholas Adams | TrustRadius Reviewer
Nicholas Adams
Director of Support Services
TI Tokyo (Information Technology & Services, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
4
When you know what you want to do, it's often easy or occasionally impossible as some seemingly obvious features are missing.
I have no idea what Zendesk's ever evolving customer needs are. Our needs have stayed exactly the same for over 7 years and we have watched Zendesk drop in usability for our needs whilst increasing in price by over 40%.
April 12, 2024

Zendesk Suite in a Couple of Hours

Verified User
Director in Customer Service
Computer & Network Security Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
Zendesk Suite will be as simple as you want and need it to be, if you want to introduce complexity you can do it, if you want to have a very simple ticketing system you can do it overnight, you might not have the necessary metrics to proceed, but you can do it. But if you need more metrics and more intelligence over your ticket, you can do it as well!
March 23, 2024

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

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Usability
9
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.
January 05, 2024

Has improved a lot on features - but needs to be consistent and be more client-focused.

John Epok Pascual | TrustRadius Reviewer
John Epok Pascual
Regional Platforms Lead
Circles Co (Telecommunications, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
6
Zendesk provides improvement on a general basis and not per what is needed by the client. In our experience some of the features released are okay but there are always follow-ups to check if additional features can be done based on our use case. These are acknowledged, however, there are no guarantees.
October 06, 2020

Inflexible and Difficult to Use

Verified User
General Manager in Engineering
Computer Hardware Company, 1-10 employees
Score 1 out of 10
Vetted Review
Verified User
Usability
2
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.
August 13, 2019

Zendesk promotes an optimal and efficient relationship with our customers

Emely Foster | TrustRadius Reviewer
Emely Foster
Sales and Marketing Manager
Raypak (Machinery, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
Zendesk has a nice interface, which is really easy to use. It provides all the advantages that our sales team needs to provide the best customer service. This application provides very useful functions, which are easily used.
November 05, 2018

Zendesk is a great ticketing system!

Kris Lambert | TrustRadius Reviewer
Kris Lambert
Client Account Manager Mentor
AnswerForce (Telecommunications, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
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.
March 10, 2015

Zendesk review

Jonathan Hatch | TrustRadius Reviewer
Jonathan Hatch
National Operations
Florida Blue (Marketing and Advertising, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Usability
10
It is easy to use. There is nothing complicated. I trained all 80 of my area managers is 1 day and provided updated, tips, and changes regularly.
December 09, 2014

Love benchmarking capabilities.

Verified User
Director in Customer Service
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Usability
9
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.
October 02, 2013

Zendesk. Simple, Smooth, and Powerful

Colby Wood | TrustRadius Reviewer
Colby Wood
IT Consultant / Systems Engineer
Johnson Business Technology Solutions (Information Technology and Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Usability
10
This product can be taught to, used by, and retained by anyone. I have taught this product to some very computer illiterate people and they not only got it, but retained it.
July 09, 2013

Couldn't do without it!

Taylor Wielage | TrustRadius Reviewer
Taylor Wielage
CFO/Director of Application Development
New Horizon Software Technologies, Inc. (Computer Software, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Usability
9
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.
May 20, 2013

Zendesk is more than a support platform - it's a path to customer support success.

Chase Sheaffer | TrustRadius Reviewer
Chase Sheaffer
Co-Founder / Devleoper of Out of Milk
Capigami, Inc (Computer Software, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Usability
8
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.
November 12, 2012

Awesome product. Great UI.

Verified User
Director in Customer Service
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Usability
10
• 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.
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