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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

TrustRadius Insights

Efficient Collaboration and Task Management: Users have praised the tool for allowing multiple agents to access different tickets, …
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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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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 (113)
    9.3
    93%
  • Ticket response (112)
    9.0
    90%
  • Organize and prioritize service tickets (112)
    8.7
    87%
  • Email support (109)
    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

8.3
Avg 7.8

Self Help Community

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

8.1
Avg 7.6

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.

7.9
Avg 7.5
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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 Technical Details

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

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 9.3.

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

(932)

Attribute Ratings

Reviews

(1-25 of 121)
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Score 7 out of 10
Vetted Review
Verified User
Incentivized
Zendesk is a very capable ticketing system. We used it to service the IT needs of 10+ companies. Anyone with an IT related requested would email us at a specific address, which would generate a ticket.

Our dispatcher would then correspond with the user, get more information, deadlines for the request, etc and then they would assign the ticket to a team member to address.

At certain points, we began to really customize Zendesk to cater our specific needs and it worked very well.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I've been using ZenDesk Suite for over 7 years now. It makes my communication with my customers and potential customers very simple and scaleable.

We primarily use inbound text and email. Customers really like being able to simply text in and get a response within minutes. My team loves the mobile app and being able to reply to messages quickly anywhere they are using th iOS App. I can easily monitor communications between our support reps and customers to ensure the best experience for everyone.

We have probably 10 different email addresses mostly for our backend support that ZenDesk Suite easily distributes into different "views" or I would call folders. This allows our processors to very easily track inbound messages and follow up accordingly.

ZenDesk Suites makes it simple to make outbound calls using our primary text number when customers request to speak to someone. One thing we can't do which I hope changes is being able to initiate these calls from the iOS App.

One other thing that after a long time asking is apparently coming later this year (Q3 2024) is being able to initiate a text conversation using our primary number. Right now we are only able to reply to inbound messages and when they close out we can no longer text the customer until they text back in and start a new conversation.

All in all it is a great product, I would recommend to anyone who wants to make their communication with clients/customers simple and scalable. I couldn't imagine my business without ZenDesk Suite.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use it to bring all of our customer service emails into one platform. We are only using the support and explore feature currently as we are not ready for the other products. Before we were working strictly out of a shared mailbox which made it hard to address customer concerns and there were no SLAs around that. We were not giving high quality customer service.
Nicholas Adams | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Zendesk exclusively as a ticketing system for our support clients. It allows us to keep track of multiple tickets spread across multiple clients. We also use previously solved tickets as reference for new tickets. Rather than having to solve the same problem multiple times, it is much easier to locate the same problem in a previous ticket and use that solution for reference.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I strongly think that Zendesk Suite is the best way to go if you are a small to mid-size organization that needs any kind of ticketing system, if this is talking about technical or even finance, you can create a ticketing system in one night. The UI is just the best I have seen, I really recommend using it, and it is a blast to use. It costs quite a lot, but you get what you pay for.
Score 9 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 10 out of 10
Vetted Review
Verified User
Incentivized
We used to have all customer conversations- tickets there, all their issues would come on in order of arrival for us to self-signing the tickets for each one and resolve it as we go. The latest reports will always show up at the very top of the page and the older one at the very end of the pages, depending on the amount of tickets the number of pages would change.
Rohitash Sinha | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Portal makes it easy for us in our day-to-day operations. We at Rapidops use the following suite of Products for the Zendesk Support suite - support, Guide, Gather, Chat, and Explore.
We have hosted our support portal for articles and videos for one of our customer relationship management tool. We are also using Zendesk as our help ticketing system integrated with our internal platform on a daily basis.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
The company I work for is [...}, we are a SaaS company that offers a trading platform for other Companies to manage their individual employee stock options/equity compensation plans. Our clients are big organizations and the employees of those plans are considered to be participants of the employee stock plan. We currently use Zendesk to communicate with the client's stock plan admin as well as participants of the stock plan. Most of what I deal with are participants who have questions and inquiries related to their personal accounts such as account statements, password resets, questions about current status of their funds.
Alex Richards | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Support Suite is used as our main tool for handling customer support enquiries. We also utilise Zendesk Guide as our public-facing Knowledge Base to allow customers to self-help before contacting our team.

We have also implemented the Zendesk Widget within our app to allow customers access to the guides and to our support form without needing to leave our app.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Due to the initial set up of using Tags for reporting, there was a lack of helpful and timely reporting, lack of dashboards for key management to stay in loop. Once we created the needed custom fields, reporting and dashboards were set up to aid the various teams, managers and executives so they can more quickly identify top product or software issues to resolve.
Justin Wright | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Suite is THE go to platform to manage the relationship with each and every customer. (Externally and internally). We used it to document each interaction, efficiently organize our support strategy and set everyone up for success all at the same time. Once you got the swing of things, it was provided away to minimize the opportunity for error when it came to support cases, equipment orders and detailed customer relationship management. Typical use included identifying each customer, being able to view their history, utilizing compatibility between other mission critical platforms (Shopify, Dialpad, Asana...) to make for a seamless experience for all customers (external and internal again).
October 05, 2023

Zendesk makes work easy!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
ZSS allows my team and I to effectively connect with clients, while keeping all correspondence for that person in an easy-to-access file. We use call, SMS, and email for all of our clients so it's super important that we have a reliable system to do that from. It also addresses the ability to effectively store and organize correspondence.
October 05, 2023

Zendesk is awesome

Score 9 out of 10
Vetted Review
Verified User
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 have these issues resolved. I use it mostly for any specific requests for computer issues, equipment replacement and HR questions around leave of absence, loans, and more
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it for our ticketing system. This allows organization of our ongoing issues, and an easy way to divide the tickets into separate departments. From there users can see current issues from our clients, update the tickets as needed, or even call to the client through Zendesk with high quality audio.
October 02, 2023

We love this software

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Zendesk as out main source of support for our company. the problem that zendesk support adresses for our company is a one stop place to find information about our clients and a single place for us to help them with any trouble they may be having. we can find their personal information that we have collected and any all previous interactions.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Zendesk Support Suite as our platform for end user-facing support and servicing. That includes incoming and outgoing emails, phone calls, as well as a knowledge base. It was really important to be able to link various methods of communication to the specific end user, which Zendesk allows us to do without much of a hassle!
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Suite allows us a full view of the consumer experience and yields actionable dashboard reports to aid our marketing, sales, product, operation, and quality assurance teams. It's easy to set up and evolve over time as business needs change. Zendesk Support is timely and helpful when we have any system admin questions or issues.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We used Zendesk primarily to receive, work and follow up with customer's tickets. Zendesk helped our organization manage customer inquiries very efficiently in a fast-paced environment. Customer Satisfaction Surveys were a big plus because they allowed us to see where our team needed to improve. Lots of configuration was required to get it running perfectly, but in the end, it was worth it.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk allows our customers to efficiently submit support requests both from our web-based cloud portal and our mobile app. Our support agents can quickly respond to inquiries and view ticket history to better understand the context of an issue. It has been critical that we are able to embed this into our apps as a support channel.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk is our tool to centralize all the requests coming from clients. These could be tickets about features not working, removed, added, request for help, or even feature requests. The tickets are essential also for the Customer Success team to figure out the level of client satisfaction, to be discussed during the QBRs.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it for several ways, to support real estate agents across the US by utilizing Zendesk via email, chat, and voice. We employ the usual ticketing system to answer and address issues submitted by real estate agents. It is also handy as a real-time chat application where they can easily send messages to us by using the CRM platform.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
We use Zendesk support to run the front line support requets, triage tickets and manage our customers/users day to day support and bug reporting. At Rex we are a CRM system for Real Estate agents so have a wide range of inbound contacts that ranages from 'where do I find this PDF file' to 'my system is down and I am needing to handle the transfer of $5mil today'.
this prioritisation is the the primary problem/biz case it addresses.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I use Zendesk Support Suite to track missed calls and solve customer's issues. It helps track all missed calls and unresolved customer problems within our team. This is useful because it allows us to allocate issues and resolve them without doubling up on work between our team members and helps avoid confusion.
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