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

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 …
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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 (89)
    8.2
    82%
  • Ticket response (88)
    7.9
    79%
  • Email support (85)
    7.6
    76%
  • Organize and prioritize service tickets (88)
    7.3
    73%

Reviewer Pros & Cons

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Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Zendesk Support Suite, and make your voice heard!

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

Product Demos

Video Reviews

3 videos

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

Features Scorecard

Incident and problem management

7.0
70%

Self Help Community

6.8
68%

Multi-Channel Help

6.7
67%

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+

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 8.2.

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

Comparisons

View all alternatives

Reviews

(1-25 of 127)
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Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Collaboration
  • Email Updates to customers.
  • Custom views.
  • The custom views cannot be exported to another user, which would be nice for shared accounts instead of recreating them.
  • Sometimes, responding to an email is logged as an internal comment when it is meant to be customer-facing.
  • Dashboards summarizing tickets.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesks flexible trigger options.
  • Macros - The ability to create complex message templates with autofilled information is a significant time saver.
  • Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.
  • Merging tickets - when merging tickets the default behavior is to make them a public comment. This comment creates confusion with the customer. To avoid this the agent must uncheck the public comment boxes during the merge process to avoid sending the customer a confusing and unnecessary notice.
  • 2 way sync integrations - when it comes to integrating into services likes HubSpot, Zendesk only syncs one way. It would be ideal if there was more support for syncing fields both directions or having a choice of what data fields syncs and which direction that sync happens without requiring some sort of middleware like Zapier.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Sends personal alerts to your email if a ticket is about to breach SLA
  • The GUI is user friendly, clean and organized
  • Allows you to filter tickets in different status and create different tabs for each
  • Zendesk should have a warning message displayed when a user cannot add new users to the account. It should tell you why you can't, so you aren't left assuming why you are not able to.
  • Zendesk is on the higher end of pricing in relation to other CRM solutions
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Integrate with other platforms
  • Easily follow on a conversation and see who has responded what
  • Allow internal notes from the team that customers can't see
  • Setting it up is really confusing at first
  • The suspended filter is not very good at predicting what is spam and what is not
  • Sometimes people can't find attached files on our responses
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Chat support and ticketing
  • Phone support integration and ticketing.
  • Help center with articles for self-service support.
  • API is very powerful, but sometimes a bit difficult to utilize.
  • Could use more flexibility around building forms for ticket use.
  • More flexibility in copy down functionality to sandbox environment would be nice.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Easy way to quickly triage email requests from our customers allowing others within the organization to see the history of their requests.
  • Metric tracking: Zendesk allowed us to gain insight into a number of different metrics that we wanted to track for both effectiveness and user experience.
  • Status holds: We could keep tickets open for users while hiding them internally as we waited to see if they had any follow-up questions.
  • Categorizing: It wasn't easy for us to group requests by issue type within the product itself.
  • Organization: There was no way to prioritize requests.
  • At times, searching within a broad range was difficult to quickly get results.
Emily Mok | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Instant features and topic suggestions offer customers a self-service smart knowledge base.
  • The custom fields and tags are used to classify tickets for easier tracking and archiving.
  • Communication with people across the organization on support issues through private notes.
  • There is no option to export data directly into a CSV file.
  • Cost is determined per agent so an additional agent means additional cost.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • It helps several users go in and see progress on different customer issues.
  • It helps us tag and track issues to report back on different problems.
  • It integrates well with our Google form warranty claim and allows us to process and solve our cases in an efficient manner.
  • There isn't a good way to pass long Zendesk emails outside to non-Zendesk users.
  • The tagging and sorting isn't the best - we need to do it by country and there's not a super easy way to do this.
  • When we integrated Facebook chat, every time we would respond in Zendesk, Facebook wouldn't acknowledge it, making our response times suffer. We ended up disconnecting and continuing to respond directly.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Ticket tracking and logging.
  • Customer Support.
  • Documentation of tasks and incidents.
  • SLA guidelines.
  • Automated SLA's would be nice. We didn't have any automation outside of email notification.
  • Customer's sometimes had issues with not being able to update ticket metadata themselves such as priority, etc.
  • An approval method would have been nice. We would have to use comments from particular parties as 'approval' when moving enhancements and changes between environments. This worked but a more streamlined approach would be good.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Multiple Brands
  • Different categories for each Brand
  • Ticket sharing for specific Brands
  • Specific access level for agents and specific Brands
  • Ticket sharing routing to a specific Brand instead of the one landing point.
  • Ticket sharing changing status when receiving a reply from the assignee.
  • Slight delay when setting a ticket to a specific status.
Adam McCracken | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Provide a large number of methods to interact with customers
  • Maintain logs of customer interactions
  • Track time spent by agents across many segments, allowing us to see what brands, product categories, and other attributes take the most support effort
  • Enterprise pricing includes a number of features we don't need, but we have to pay for in order to get a few key functions
  • Text message support is there but limited
  • Native chat widget for Vue Storefront is missing
Justin Esgar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • It's very fast - it's very easy to jump between items.
  • Integration with apps from the ZenDesk Marketplace.
  • The ability to have triggers happen on specific incoming events makes it easy to track, auto-close, or assign tickets automatically.
  • Trigger logic is slightly flawed, but if you figure it out you can use it to your advantage.
  • For some reason there is a maximum number of "Views" on the sidebar, which limits how much ticket breakdown can happen.
  • There are WAY too many options - making the settings page a little overwhelming.