Zendesk Support Suite

Zendesk Support Suite

Top Rated
Score 8.0 out of 10
Top Rated
Zendesk Support Suite

Overview

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...
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Recent Reviews

Yikes, run from Zendesk

1 out of 10
May 30, 2022
Terrible. Runaway as fast as you can. This company is a scam. They provide terrible support, charge an outrageous prices, and hold your …
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Unacceptable customer support

1 out of 10
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 …
Continue reading
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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 (88)
    7.5
    75%
  • Ticket response (87)
    7.3
    73%
  • Email support (84)
    6.8
    68%
  • Organize and prioritize service tickets (87)
    6.8
    68%

Reviewer Pros & Cons

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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
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Product Demos

Zendesk Overview Demo
02:29
Initial thoughts on Zendesk - Software Unboxing
21:36
Zendesk: Top Features
04:31
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

6.3Avg 8.2

Self Help Community

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

5.9Avg 8.1

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.

5.8Avg 8.1
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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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries160+
Supported Languages60+

Frequently Asked Questions

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

Reviewers rate Ticket creation and submission highest, with a score of 7.5.

The most common users of Zendesk Support Suite are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews

(1-25 of 96)
Companies can't remove reviews or game the system. Here's why
Channing Lee | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Since I work in IT on the support side, we use this regularly as a support communication tool. It's also used for new hire record-keeping setups. You can attach any file [to] the platform. Very incredible search feature by keywords that do not need to be in series order. This tool helps organize and specifically record keeps for sox compliance.
Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Zendesk is used to manage customer-reported tickets -- bugs/issues, feature requests, questions, and tasks -- it serves as the connection between our customers and our support team and allows for internal collaboration that is both customer-facing and internal or private. We also use it for cross-functional communication to bridge to our engineering ticketing system, as well as our feature request system.
Score 1 out of 10
Vetted Review
Verified User
Terrible. Runaway as fast as you can. This company is a scam. They provide terrible support, charge an outrageous prices, and hold your data hostage when trying to leave. Even generating a CSV requires talking to support, for which they will give you instructions on how to do it that don't work. Such a joke, worst experience ever. There are many many better solutions out there. Sad. I bet this company will be in the news soon as fraudsters.
Score 8 out of 10
Vetted Review
Verified User
We used Zendesk Support Suite for adding Customer Community to increase customer engagement and decrease company support costs by decreasing customer support executives. Zendesk is a great platform for community development and information circulation. It offers a lot of predefined structures which help us to organize our categories+topics+posts in a proper structure.
Score 10 out of 10
Vetted Review
Verified User
We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The communications range anywhere from simple support requests to managing client expansions and upsells. We rely heavily on cross team collaboration to ensure we are providing the best service possible to customers by removing barriers to communication both externally and internally. Zendesk is a great tool to helping us achieve and maintain these goals.
Score 1 out of 10
Vetted Review
Verified User
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 February 12th. I had to enter my credit card information, but it became quickly apparent that the software was not going to work for my business. I contacted their support and told them to cancel my account. They told me that my credit card had already been charged in "full" for the entire month, that there are no refunds, and that there was no possible way to get my money back. In my perspective, this is clearly an outright misrepresentation and theft and I will be pursuing legal action if my money is not returned. Reprehensible behavior and I feel an absolute scam. Stay as far away as you possibly can in my opinion.
Score 1 out of 10
Vetted Review
Verified User
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 setup and it's impossible to have contact with customer support. Ironic for a service that helps companies to chat with their clients. Now, we paid for it for the year and we can't use it and nobody is responding.
Score 9 out of 10
Vetted Review
Verified User
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 old tickets. It's more efficient to track issues in this application than it would be through regular email and helps make the process of communicating with clients more professional and structured.
Score 8 out of 10
Vetted Review
Verified User
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 notes in between members regarding a specific ticket. This is our main CRM software, and we integrate it with Tidio, Facebook, Instagram and other software to have one platform that allows us to respond to any incoming messages from our customers regardless of where they come from.
Score 10 out of 10
Vetted Review
Verified User
Zendesk Support Suite is the organization's main platform for customer support. It's covers everything from replying to customers to routing issues internally with the different teams. With the different channels we support—be it email, Facebook, Messengere, etc—we can all provide outstanding support to our customers using Zendesk Support Suite.
Score 1 out of 10
Vetted Review
Verified User
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 10 out of them have been voice mail to leave a message and they would call back that, of course, does not happen. Around 10 times I have reached them they have promised to find out and call back and never did, they have also hung up and never called back and the funny thing is they also never sent any emails as promised. The only time they were helpful is for sales to sign us up😀 but unfortunately we are unable to use the service useful for the business. That does not seem to interest them a lot:) very ironic is that they sell customer support software, aren’t they using it themselves? How can things like that happen then? They should have tons of unsolved tickets, this is just unbelievable.
Score 10 out of 10
Vetted Review
Verified User
I like the ability to integrate Zendesk support with our FAQ page, through the Knowledge base. The user support is also very nice. The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable. I love how you have all the tools to have all the tools for you to not only integrate the available connections already done with other systems, but you can also make your own, keep expanding the arrange of information that enables you to give the best-personalized experience to your client because all the necessary information is at your agent's finger tips. And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce, and what to change, so really, the limit is as far as you are willing to take it.
Score 9 out of 10
Vetted Review
Verified User
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 currently uses several applications including Office 365 and others that were developed in-house by our IT department. We open tickets through Zendesk whenever we encounter a problem with any of these apps.
Score 9 out of 10
Vetted Review
Verified User
We use Zendesk Support Suite as our main HR support for employees across the entire company. It functions as a mechanism to track tickets and support employees via chat, phone, email, self-submitted tickets, etc. We really wanted to have a chat support functionality and Zendesk provided that!
Score 8 out of 10
Vetted Review
Verified User
Zendesk was used by our Support department to manage incoming email and tweet support requests. Our team would respond to users through Zendesk, and internally we used it to then pull metrics to better understand the number of requests, response time, survey responses, and common issues.
Emily Mok | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Zendesk Support Suite has helped streamline our customer service by offering customer and sales support products which include chat, call center solutions, and knowledgebase modules which help agents track and prioritize support tickets, solve problems efficiently and centralize customer interactions. It has a built-in intelligent routine that ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time.
Score 7 out of 10
Vetted Review
Verified User
Zendesk is used by several departments at my company: customer service, IT improvements and international inquiries. It helps us manage globally and stay on top of different projects and improvements. It also helped us set up a good workflow on processing warranty claims for our company globally. In general, we wanted to manage our customer issues in a better fashion and also stay on track with needed website improvements
Score 8 out of 10
Vetted Review
Verified User
Zendesk was used by a small number of departments within the organization. The business problems it addressed were customer support, customer feedback and also internal project ticket tracking. Customers were able to use Zendesk to send in support requests or problems and incidents to notify our team of the issues so we could address them. They would submit enhancement requests this way as well but with a different set of expectations and SLA guidelines. Internally we used Zendesk to track project tasks and tickets and to document processes and procedures when we would complete these tasks.
Score 10 out of 10
Vetted Review
Verified User
We are using Zendesk Support for over 30 clients. We have set up our Zendesk Support using Brands in exchange for different Zendesk accounts. By using Brands it is ideal to have all of our clients in one central location. We have access to our customer's emails as well as any emails asked from the client or project manager in one easy location. We do have problems with some reporting because each Brand is focusing on different functions, but the Zendesk Support team is extremely helpful and any problems we have we are able to work out. Using Zendesk Support Suite has been a game-changer for our customer experience team.
Score 9 out of 10
Vetted Review
Verified User
We currently use Zendesk within our Customer Success and Support Teams, and we utilize the app integration with Jira to track all requests as well. Zendesk solves our Customer Support and tracking needs and helps us keep metrics of pressing issues and concerns. We also use the Knowledgebase integration to help reduce the amount of questions requiring an agent answer.
Adam McCracken | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Zendesk originated in my department as a solution for handling the increase in customer support requirements as we expanded our online sales. We needed not only a platform to ensure customer questions were answered in a consistent and timely manner, but also to track interactions over time. After demonstrating the effectiveness of the tools in our department, its footprint grew to include all customer service across the enterprise. Most recently, it has been identified as a preferred CRM solution in the business and we plan to grow usage as the team has matured.
Justin Esgar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We are using ZenDesk Support for our incoming ticket queue. All clients email our support email which ends up in ZenDesk Support. This allows anyone on our team to be able to reply to incoming tickets and help our clients. It allows us to keep the flow of information in one location. The additional integration of apps, such as FreshBooks Time Tracker+ and Watchman Monitoring allows us to handle a bigger suite of issues for clients.
Peter Vadelnieks | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It is being used for all Support and Return needs for our North American operations. Support is customer facing and it is very easy for our customers to contact us, for SLAs to be met and enforced, and for us to contact customers when they need help. It creates an ideal customer experience.
Score 9 out of 10
Vetted Review
Verified User
Zendesk Support Suite is used by our Customer Service and Support Services department. We use the software to ensure that incoming chats and questions from our constituents are assigned and answered in a timely fashion. It's helpful to have a single space to organize and respond to these inquiries. It solves the issue of missed responses or duplicate responses.
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