Zendesk Support Suite

Zendesk Support Suite

Customer Verified
Top Rated
About TrustRadius ScoringScore 8.0 out of 100
Top Rated
Zendesk Support Suite

Overview

Recent Reviews

Centralized Data Management, Made Easy

8
December 11, 2021
Zendesk is a fantastic customer service & customer record management software used to centralize all data from our organization so our …
Verified User
Account Manager in Sales
Computer Software Company, 201-500 employees
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Zendesk is good value for your money

9
November 25, 2021
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 …
Verified User
Employee in Customer Service
Public Safety Company, 11-50 employees
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Unacceptable customer support

1
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 …
Verified User
C-Level Executive in Product Management
Apparel & Fashion Company, 11-50 employees
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Reviewer Sentiment

N/A
Positive ()
N/A
Negative ()
Learn how we calculate reviewer sentiment

Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019

Popular Features

View all 13 features

Ticket creation and submission (87)

8.4
84%

Ticket response (86)

8.2
82%

Email support (83)

7.9
79%

Organize and prioritize service tickets (86)

7.5
75%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

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Pricing

View all pricing

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

Features Scorecard

Incident and problem management

7.4
74%

Self Help Community

7.2
72%

Multi-Channel Help

7.1
71%

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+

Comparisons

View all alternatives

Frequently Asked Questions

What is Zendesk Support Suite's best feature?

Reviewers rate Ticket creation and submission highest, with a score of 8.4.

Who uses Zendesk Support Suite?

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

Reviews and Ratings

 (802)

Ratings

Likelihood to Renew (38)

10.0
100%

Usability (18)

9.4
94%

Availability (26)

8.6
86%

Performance (20)

8.0
80%

Support Rating (49)

6.4
64%

In-Person Training (1)

10.0
100%

Online Training (9)

7.9
79%

Implementation Rating (35)

9.0
90%

Reviews

(1-25 of 28)
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May 03, 2022

Zendesk - a powerful tool for teams hyper focused on stellar customer support

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

8
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.
August 04, 2020

Stay away from Zendesk!

Verified User
Director in Product Management
Hospital & Health Care Company, 11-50 employees
Score 1 out of 10
Vetted Review
Verified User
Review Source

Support Rating

1
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.
February 20, 2020

Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!

Verified User
Administrative Assistant in Other
Religious Institutions Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
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.
October 30, 2019

Zendesk is an easy to use helpdesk tool

Verified User
Account Manager in Customer Service
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Review Source

Support Rating

8
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.
September 21, 2017

Relax with Zendesk

Kevin Pearce | TrustRadius Reviewer
Kevin Pearce
Director of support and services
Hypori (Computer & Network Security, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
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.
October 10, 2013

A quick word from Teavana on Zendesk

Shane Swor | TrustRadius Reviewer
Shane Swor
Customer Service Manager
Teavana (Food & Beverages, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
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.
September 22, 2013

Zendesk is an amazing tool for customer service but SalesForce is tough

Rob Sherman | TrustRadius Reviewer
Rob Sherman
Vice President of IT Solutions
Industry Intelligence Inc. (51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

6
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.