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

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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

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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

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Reviews

(1-6 of 6)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Our own SAAS product, a Force.com based application
  • Our corporate CRM Salesforce.com
  • GoodData
  • Screener
Our own Force.com based product - just via simple single sign-on. Salesforce.com - two-way integration comes with Zendesk, easy to set up GoodData – integration comes with PLUS edition. Data syncs are hourly. It was very simple to set-up. You just have to copy a token over. Screener – prebuilt integration provided by Zendesk, very simple to set up.
Colby Wood | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • SalesForce.
  • Phabricator.
  • Jira.
For SalesForce and Jira it was simple as they have a full integration app that you just download, input some simple information and you're done.

Where as with Phabricator, I had to do a custom integration which worked smoothly.
Taylor Wielage | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • We have integrated with our project management / bug tracking system - Atlassian Jira. If a ticket relates to a technical problem with our application, we push the ticket from Zendesk to Jira so that developers have access to the ticket.
  • This was a fairly straightforward integration. It's offered as an out-of-the-box integration by Zendesk and did not require any coding on our part. It took a little while to set up, but was not particularly difficult.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Jira bug tracking
  • GoodData analytics package
  • HootSuite
  • LiveChat
• Jira: Use Jira for bug tracking and it’s important for us to integrate with this systems so that we can see the status of bug fix progress without having to go and ask the dev team. The developers will also be cc’d on all inquiries about bug fix status to help them gauge urgency. We have not done this integration yet, but it is a high priority. • GoodData: Integration with this analytics package is pre-built and is part of the product. • HootSuite: We use HootSuite for support over Twitter, and worked with Zendesk to build out this integration. • LiveChat: This is very important for increasing resolution speed