We used Zendesk Support Suite for adding Customer Community to increase customer engagement and decrease company support costs by …
Zendesk Support Suite
Zendesk Support Suite
We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The …
We don't. In order to use it, we would need to correctly set it up. However, the parade of incompetency from Zendesk support people has …
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 …
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 …
Zendesk is a fantastic customer service & customer record management software used to centralize all data from our organization so our …
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 …
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 …
Zendesk Support Suite is the organization's main platform for customer support. It's covers everything from replying to customers to …
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 …
I like the ability to integrate Zendesk support with our FAQ page, through the Knowledge base. The user support is also very nice. The …
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 …
We use Zendesk Support Suite as our main HR support for employees across the entire company. It functions as a mechanism to track tickets …
Zendesk was used by our Support department to manage incoming email and tweet support requests. Our team would respond to users through …
Zendesk Support Suite has helped streamline our customer service by offering customer and sales support products which include chat, call …
Ticket creation and submission (87)
Ticket response (86)
Email support (83)
Organize and prioritize service tickets (86)
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Support Team (Foundational Support Only)
per agent/month billed annually
per agent/month billed annually
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
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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.
- 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
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Surveys/polls
- 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
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.
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Reviewers rate Ticket creation and submission highest, with a score of 8.4.
The most common users of Zendesk Support Suite are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.
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We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request.
Zendesk Support Suite is a perfect addition to our company. If we ever have questions we reach out and get the issue resolved every single time. Support is quick and easy to get.
Zendesk pushes customers to help each other and wouldn't answer any questions.
Often slow to respond, and do not follow up in a timely manner when cost reduction is requested. Specifically, they don't push to get things completed before the end of the billing cycle, and don't credit back when they lag between cycles.
For some reason we couldn’t cancel service in the portal like everyone else but when we reached out to our account exec they said that too bad we had to pay thousands to renew an extra year based on a shady practice in their MSA. It’s just a terrible service. Stay away.
Slow response times combined with answers that do not address the question asked. Zendesk support is an utter failure. They should be ashamed of themselves.
Despicable business looking to screw its customers.
I have never worked directly with Zendesk support, but when I have asked the people in my organization who do, they have always gotten back to me quickly with solutions to my questions/problems. When I have requested features be adjusted in Zendesk by the managing user, these changes are made quickly, even when I know the managing user does not know the answer off the top of her head. This tells me that she is able to get the answers she needs to solve the issue promptly.
Zendesk support is great, and is very helpful when it comes to solving an issues.
I remember having a couple of issues in the past and I know that they have been addressed immediately. As for timing on those tickets really important for us to get our customers back, I do not remember having delays on the Zendesk side if we had any "fire drill" situation.
The general support of Zendesk is really efficient, it has the capacity to respond to the needs and requirements of the users. In an optimal period of time.
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
We opened a ticket around reporting and got a timely response. Didn't get the answer we wanted but they were very helpful.
Very responsive to open support tickets and issues. Phone support as well.
Great. I only had to call on them twice and they helped me out very quickly.
I hold them to an incredibly high standard as they are a customer service company. They are very responsive and usually solve stuff pretty well. Their typical response is 4 hours or less (business).
The response speed from their support team could be quicker.
Lower rating just because they only do general support via support tickets.
The tools at your disposal with this system are limited to how much you set limits yourself. It ties to every social media platform, your website, provides live chat, video capture, knowledge base to allow customers to help themselves before/while contacting you. As far as customer service, it's fast, and allows you to provide quality customer service.
Personal account reps are a great plus. However the community support is a bit open ended and not helpful at times.
I had a developer get on the phone with me, and help me with MY CODE that i was working on to help my company improve our work flow with Zendesk.
We mostly used email and ticket-based support so response times were adequate but not always super quick.
One of my associates spent considerable time trying to get the Salesforce integration to work and had real difficulty. He expressed a lot of frustration with the way the integration was working (or rather not working). I don't believe he ever got someone on the phone to really help him work out the problems for a smooth integration. Since this was new for us, it was easier to just shift gears into a Desk.com implementation.
Zendesk's support team responds quickly, and always links to relevant help articles. They always follow up to make sure I received great support.