Highly Recommend ZenDesk
I've been using ZenDesk Suite for over 7 years now. It makes my communication with my customers and potential customers very simple and …
Starting at $55 per month agent
View PricingOverview
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…
Recent Reviews
How Zendesk Suite Differs From Its Competitors
Awards
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Popular Features
- Ticket creation and submission (113)9.292%
- Ticket response (112)8.888%
- Email support (109)8.787%
- Organize and prioritize service tickets (112)8.585%
Reviewer Pros & Cons
Pricing
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
Product Demos
Zendesk Demo: The Basics
YouTube
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
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...
Show More 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
- Jira Software
- Trello
- Slack
- Shopify
- AppFollow
- Intercom
- Geckoboard
- Zight
- Mailchimp
- Nutshell CRM
- Talkdesk
- Zoom
- TeamViewer
- Zoho Assist
- Seismic Learning
- Zoho Books
- Trustpilot
- Pendo.io
- Dropbox
- LiveChat
- Hootsuite
- Box
- 8x8 Contact Center
- Giphy
- MaestroQA
- Qualtrics XM for Customer Frontlines
- RingEX
- HubSpot CRM
- Medallia Agent Connect
- Salesforce Sales Cloud
- Myndbend
- Google Play Reviews
Zendesk Suite Competitors
- Freshdesk
- HappyFox Help Desk
- HelpSpot
- Kayako
- Mojo Helpdesk
- Salesforce Service Cloud
- Zoho Desk
- UseResponse
- UserVoice
- KronoDesk
- ChangeGear Service Desk
- Kustomer
- Oracle Fusion Service
- ServiceNow IT Service Management
- eGain
- Ameyo by Exotel
- Microsoft Dynamics 365
- Gorgias
- Freshservice
- Gladly
- Intercom
- Talkdesk
- Twilio
- LiveChat
- SolarWinds Service Desk (SSD)
- Pega Customer Service
- Genesys Cloud CX
- HubSpot Service Hub
Zendesk Suite Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | 160+ |
| Supported Languages | 60+ |
| Security |
Zendesk Suite Downloadables
Frequently Asked Questions
Zendesk Suite starts at $55.
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).
Comparisons
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Reviews and Ratings
(924)Attribute Ratings
Reviews
(1-2 of 2)Companies can't remove reviews or game the system. Here's why
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.
- 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.
- Multiple Brands
- Ticket Category
- Multiple agent access levels
70%
7.0
90%
9.0
72%
7.2
- Able to add multiple functions for one client in one platform (email, chat, SMS).
- Expensive for clients joining suites with us instead of signing up for a $19 service themselves.
- Time management at its finest everything in one portal.
While using Desk.com we were only able to use one client per account. We migrated over to Zendesk Suites so we could have an unlimited amount of clients in one portal. This has been a game-changer for our company. While Desk.com had great reporting and capabilities for tags, categories, etc, it didn't meet our expectations because we were not able to have more than one account in the same portal.
22
We have agents and supervisors as well as project managers working in Zendesk Support Suite. We use Suite for helping customers, clients, and general communication within the company. We have been able to streamline all of our communication and provide a better customer experience. In addition to providing a better customer experience, we are saving money by using one platform for all of our communication.
22
We are using Zendesk Support Suite throughout all of our departments that are customer facing. We have everyone from entry level agents to CEO of the company using Zendesk Support Suite. We are using Support Suite for all of our communication with our clients and customers. It provides an amazing experience for all involved.
- Streamline
- Save money in using one portal and paying for one portal
- Better communication within the company
- Better customer experience
- Multiple brands allow us to add as many clients as needed
- Training docs all in one platform
- Robust reporting
- Sharing our Zendesk account with other additional Zendesk accounts
- Multiple brands
- Integrate Shopify
Yes
We replaced with standard Zendesk, Desk.com and Intercom.
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
The most important factors for us to purchase Zendesk Support Suite was the ability to use multiple brands in one platform.
We would not change a single thing in our selection process. We made the perfect decision for our company needs.
- Implemented in-house
Yes
We started with adding agents then adding brands. We added one brand at a time and got everything secure and tight before adding the next brand.
- Setting up specific credentials for agents
- Creating categories for different brands
- Integrating specific apps for specific brands
We purchased premium support because we want to make sure we are getting as many uses out of Zendesk Support Suite as possible. If we think of something we would like to have, we reach out to support and our request is always granted.
No
Zendesk provides exceptional support every time we reach out to them. We never ask for anything easy, if we want to see a change or push the platform to its limits, we are given the time needed for our ask.
- Creating a new brand
- Importing new email addresses
- Social media and other app integration
- Categories for specific brands
- Reporting for tags
- Setting up restricted credentials for agents
Yes, but I don't use it
March 12, 2015
Great, easy to implement and use support platform.
Score 9 out of 10
Vetted Review
Verified User
It is used by our technical support team at Points of Light Digital to support our HandsOn Connect Volunteer Management solution, an app built on the Salesforce platform.
- Very flexible system for managing support tickets to be handled by agents in different queues or different specialties.
- Gives a very easy and polished user experience.
- Tech support for enterprise customers has been very good and responsive.
- Some of our earlier concerns have been addressed by recent upgrades to Zendesk. They continually improve their system.
- The ability to unsubscribe former users to forums isn't obvious or easy, and that results in a lot of bouncebacks that result in suspended tickets. We'd like to see a feature where 'x' number of bouncebacks automatically unsubscribes users.
- We'd like to see the ability to fully customize the default agent user dashboard.
- Able to process and handle a large number of support requests efficiently and without losing information.
- We have a 99% satisfaction rating from our customers on our level of support.
- We are able to track metrics and performance easily with zendesk reporting features.
Did not find other viable candidates that were as quick to implement and deploy as Zendesk. Salesforce has all the same power, but requires you to build out your support system.
We are now considering a migration to Desk.com as it provides greater integration with Salesforce, and is simpler than setting up a case management system natively in Salesforce.
Personally however, I prefer the ease of use of Zendesk to Desk.com
We are now considering a migration to Desk.com as it provides greater integration with Salesforce, and is simpler than setting up a case management system natively in Salesforce.
Personally however, I prefer the ease of use of Zendesk to Desk.com
- Used to support a large client base using our salesforce-based volunteer management application "HandsOn Connect"
No
Wanted an easier to implement, easier to use experience for customers.
- Product Features
- Product Usability
The ease of use of deploying zendesk was the reason we initially selected it for our support platform.
The cost of Zendesk has risen significantly since we first signed on. If I was looking for a new support solution, I might have to reevaluate the cost of the investment versus less refined, but more affordable solutions like Desk.com
- Implemented in-house
- Self-taught
Yes. Most of it is intuitive - and there are online training resources and help to assist with more complex matters.
No
Premium support comes included with the enterprise edition - but I've found all levels of support to be helpful.