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Zendesk Suite

Zendesk Suite

Overview

What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve…

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Learn from top reviewers

Review On Zendesk Suite

Rating: 10 out of 10
April 16, 2025
IncentivizedVetted ReviewVerified User
Zendesk provides a suite for all customer service for the team to interact with each other via tickets, queries, feedback, also Zendesk provide Help Centre to make services ea...
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Ifra Saqlain
Engineer - Information Technology
Front-end Developer | Zendesk Developer
Previous Company
Zendesk Suite4 years of experience

Flexible and efficient!

Rating: 10 out of 10
March 11, 2025
IncentivizedVetted ReviewVerified User
We use Zendesk Suite to manage our external support to guests and vendors for email, chatbot, and text support. We also use it for our external and internal help centers with ...
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Verified user
Manager
Zendesk Suite15 years of experience

Reasons why we chose to work with Zendesk.

Rating: 8 out of 10
March 10, 2025
IncentivizedVetted ReviewVerified User
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 en...
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Verified user
Employee
Zendesk Suite3 years of experience

Very Happy Zendesk Suite User

Rating: 10 out of 10
March 4, 2025
IncentivizedVetted ReviewVerified User
We use Zendesk Suite daily in our Customer Support Department. We use both email and chat to assist our customers. We love the ease of seeing our tickets in the date received ...
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Megan Espinosa
Manager - Customer Service
Customer Support Manager
Gadget Guad
Zendesk Suite7 years of experience

Helpful product with consistent updates, but room for improvement

Rating: 8 out of 10
February 24, 2025
IncentivizedVetted ReviewVerified User
[...] uses Zendesk Suite for all customer communications, including support and onboarding channels. We use the platform for email, chat, and text/SMS support channels and var...
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Matthew Brown
Director - Customer Service
Director, Customer Solutions
Shelterluv
Zendesk Suite5 years of experience
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How Zendesk Suite Differs From Its Competitors

Customer Experience

Zendesk Support is a most important system of Zendesk Suite. In this, lots of features which makes the business easy, we can resolve the tickets via automations, we can create triggers, macros for auto-reply, we can prioritize the tickets also we can assign the tickets to the agent who is master …
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Customer Experience

The help documentation and community have been how I learned mostly how to use it. I'm mostly self taught in using the platform and feel that I know it pretty well. They also offer different workshops and webinars to explore new products and different features that help a Zendesk Suite manager …
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Customer Experience

For the times I needed to speak with an advisor, the advice was clear and well explained!

Pour les fois que j'ai eu besoin de parler avec un conseiller, les conseils ont été clairs et bien expliqués!
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Customer Experience

The support team is great, also the community is always interested in solving problems of the users of other companies. I would also would like to point the view on the luminaries, a group of CX and Zendesk experts, who are also solving problems with a higher experience than others.
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Customer Experience

Zendesk help centre has recently had a big upgrade and a much simplified interface making it much easier to find relevant articles and advice. Everytime I have reached out to Zendesk, they have replied within 24 hour and are experts at the job they do, offering fantastic advise and best practice …
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Customer Experience

Zendesk's own Help Center offers a wide range of support. You have both basic articles explaining why something exists, in depth articles explaining how it works, and support articles that handle the edge cases and potential issues. It's network of partners combined with their own in-house support …
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Customer Experience

It really helps with the customer experience as there is a feature that shows non-API tickets, which includes all the emails sent by the sellers who require assistance rather than calling. Also, the open tickets, which are shown with the red dot to show that they require action, or the seller has …
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Customer Experience

The experience has been very flexible, as Zendesk integrates all of my work into one place. Being able to locate tickets that need my urgent attention and tickets that are of low priority makes my work on Zendesk very convenient. This is my primary working station!
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Customer Experience

Using Zendesk has helped the business with efficient response time to the sellers, giving quality customer support. Zendesk has five types of tickets: open, pending, and on hold; these statuses allow us to see if we are awaiting customer response or vice versa, and the last status is solved, …
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Customer Experience

It helps us because it introduces many updates , and its updates that benefit the company and its users . For e.g There is a function called zingtree that assists with bereavement sales . It helps ask for particular documents that are needed for that sale to continue. These sales are sensitive and …
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Customer Experience

The team was supportive and helpful in resolving issues whenever we faced them. When suddenly tickets would disappear or reminders would not work, they would help us fix it. Like mentioned earlier they are prompt as they know the importance of customer support they themselves are always on their …
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Customer Experience

As stated in my previous responses, Zendesk allows us to not only record our trouble tickets and act as a knowledgebase as a result with its robust search engine, it also allows us to communicate vital information about the problem directly with the customers. While other solutions also provide …
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Customer Experience

Able to see the emails that were previously sent to the customer which means that should they respond with a document that was requested since it works hand in hand with dashboard I then upload the document on behalf of the customer to their profile. This makes it easier for the work to keep on …
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Customer Experience

Honestly, I haven't needed to reach out for support or anything in 2 years, the only thing I have used from that part is the shortcut sheet, due to the easiness of the suite I can move from ticket to ticket, mark as solved or leave open within seconds some times, leaving only the complexity of the …
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Customer Experience

The help documentation is great. The primary shortcoming is simply the myriad configuration directions one can take. There are so many ways to accomplish a goal with the options available that it makes sense to spend time not only in the knowledge base but also in community discussions. We also …
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Customer Experience

The support area in general is great. It's rare that I can't find an article or comment about something I'm looking to resolve. The chat support is really good. We are in the UK timezone, so more often than not we are waiting for North America to wake up before we get replies. It would be cool if …
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Customer Experience

It is easy to navigate the Zendesk help center with straightforward answers and article titles that make it easy to find the content we need. The Zendesk messaging channel is intuitive and guides one by helping us describe the problem, which is usually resolved quite promptly.
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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

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Pricing

View all pricing

Suite Team

$69

Cloud
per month per agent

Suite Growth

$115

Cloud
per month per agent

Suite Professional

$149

Cloud
per month per 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)

  • $69 per month per 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

8.8
Avg 8.2

Self Help Community

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

8.5
Avg 8.0

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.

8.6
Avg 8.0
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Product Details

What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience.

Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

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 the 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 Networkâ„¢

Zendesk Suite Downloadables

Frequently Asked Questions

Zendesk Suite starts at $69.

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 From Top Reviewers

View all reviews
(1-5 of 198)

Review On Zendesk Suite

Rating: 10 out of 10
Incentivized
April 16, 2025
IS
Ifra Saqlain
Front-end Developer | Zendesk Developer
Previous Company (Information Technology & Services, 11-50 employees)
Vetted Review
Verified User
Zendesk Suite
4 years of experience
View profile
Pros
  • Zendesk Help Centre: You are doing large business then you purchase Zendesk Suite which include Help Centre. Make the articles to make people aware about your policies, aware people how they can get benefits if they take their service. If people confuse they can ask any query via request forms.
  • Support: Your team can manage easily, there are macros , triggers, automations to resolve the tickets when end-users ask queries and you have hundreds of tickets to resolve, at that time you can use macros and automations. If integrate the Zendesk to the third party app via Webhook you will get notifications on your third party app and also you can resolve that ticket from there.
  • Zendesk Suite provide the authentication options to secure your account and data.
  • Zendesk Suite provide chat, talk, Explore, sell these all are beneficial for your business.
  • Enable chat widget then you can immediate solve your customer's query, you can automate the chat widget then it will work like an AI tool. Zendesk Talk feature will record the call and give you a complete information of that call. It is easy to use.
Cons
  • Integration with Third party app, some times it's too hard, need detailed documentations with each and every step.
  • Authentication with Azure is not so easy for new user.
  • 2-Factor authentication is a very good feature but sometime I stuck to setup this.

Very Happy Zendesk Suite User

Rating: 10 out of 10
Incentivized
March 04, 2025
ME
Megan Espinosa
Customer Support Manager
Gadget Guad (Consumer Goods, 11-50 employees)
Vetted Review
Verified User
Zendesk Suite
7 years of experience
View profile
Pros
  • The ability to have multiple support email addresses
  • Chat in the same window as tickets with customers
  • tags
Cons
  • customizing things can be a little simpler
  • email follow-up with chat customers, sometimes they don't receive
  • chat disconnects sometimes for customer

Helpful product with consistent updates, but room for improvement

Rating: 8 out of 10
Incentivized
February 24, 2025
MB
Matthew Brown
Director, Customer Solutions
Shelterluv (Computer Software, 11-50 employees)
Vetted Review
Verified User
Zendesk Suite
5 years of experience
Pros
  • Product updates are frequent
  • Many channels available for communications
  • Many integrations with other programs available
Cons
  • Hard to set up
  • Configurations can be confusing as things get built on top of each other
  • Support is not always very fast or helpful

Reasons why we chose to work with Zendesk.

Rating: 8 out of 10
Incentivized
March 10, 2025
Verified User
Employee in Customer Service
Consumer Electronics Company, 11-50 employees
Vetted Review
Verified User
Zendesk Suite
3 years of experience
Pros
  • Customer Satisfaction Statistics.
  • Ticket Management.
  • Shopify integration.
  • Reduced downtime.
Cons
  • Better automatic ticket distribution.
  • Auto reply emails.
  • Better spam filters.

Flexible and efficient!

Rating: 10 out of 10
Incentivized
March 11, 2025
Verified User
Manager in Customer Service
Events Services Company, 51-200 employees
Vetted Review
Verified User
Zendesk Suite
15 years of experience
Pros
  • Allowing flexibilty in routing and tagging
  • Easy to navigate and appealing looking help centers
  • Detailed data to evaluate if there are ways to improve
  • Customizable chat bot allows for easy hands off support
  • Their support center and community are well handled so we can usually find answers to our questions ourselves
Cons
  • A little more flexibility in sharing assets between brands
  • More capabilities to better customize help center templates without needing to be a coder (think build your own template like squarespace)
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