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Zendesk Suite

Zendesk Suite

Overview

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…

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Recent Reviews

Zendesk is awesome

9 out of 10
October 05, 2023
Incentivized
We use zendesk as a way to communicate any internal issues we are having with our IT, HR, etc. it’s really a centralized way for us to …
Continue reading
Read all reviews

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

Popular Features

View all 13 features
  • Ticket creation and submission (109)
    9.1
    91%
  • Ticket response (108)
    8.8
    88%
  • Email support (105)
    8.5
    85%
  • Organize and prioritize service tickets (108)
    8.4
    84%

Reviewer Pros & Cons

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Pricing

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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
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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

8.1
Avg 8.0

Self Help Community

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

7.9
Avg 7.9

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.

7.9
Avg 7.9
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Product Details

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

Screenshot of 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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security

Frequently Asked Questions

Zendesk Suite starts at $55.

Freshdesk, HappyFox Help Desk, and HelpSpot are common alternatives for Zendesk Suite.

Reviewers rate Ticket creation and submission highest, with a score of 9.1.

The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(922)

Attribute Ratings

Reviews

(1-25 of 147)
Companies can't remove reviews or game the system. Here's why
John Epok Pascual | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
On a given regular basis, Zendesk is mainly used in our organization as our main communication tool for support agents and customers catering to the most integrated channels at the moment: email, chat, and social media. We wanted a tool that eliminates working in silo and consolidates all inquiries onto 1 platform hence Zendesk was selected.
  • Channel integration: email, chat, social media
  • Automations and triggers
  • Asynchronous integrations between channels i.e when a customer leaves on chat they can continue on other channels like social media
  • Analytics and reporting
  • Zendesk FAQs - customizations wise on themes would need coders
  • Additional metrics based on specific use cases, specifically real-time dashboards are hard-coded. Most of our metrics are customized hence is not not useful.
  • Support can be average and as an enterprise customer, we need our vendor to be at par with the technology and support we provide to our end users.
Start-ups looking for a platform for easy deployment as it is very easy to configure. Organizations who's looking for complex integrations and would need assistance - Zendesk will refer you to paid support to achieve your goals. Generally less trainings on basic features which is a good thing for organizations looking to launch on strict timelines.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We used to have all customer conversations- tickets there, all their issues would come on in order of arrival for us to self-signing the tickets for each one and resolve it as we go. The latest reports will always show up at the very top of the page and the older one at the very end of the pages, depending on the amount of tickets the number of pages would change.
  • Very easy to use
  • Be able to open more than page at a time
  • Be able to work 2-3 cases at a time with no freeze
  • I believe agents should not be able to take a ticket that has been already assigned to someone's else
  • the look needs to be update it looked to old even though it works excellent
we were really happy using Zendesk Support Suite as there was a high amount of upcoming tickets the ability for us to have assigned and work in more than 3 different tickets at a time helped us to lower the volume of pending cases and it helped us to meet the client goal. Which pretty much was more than we expected. Our agents were talking about it the whole month!
Rohitash Sinha | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Portal makes it easy for us in our day-to-day operations. We at Rapidops use the following suite of Products for the Zendesk Support suite - support, Guide, Gather, Chat, and Explore.
We have hosted our support portal for articles and videos for one of our customer relationship management tool. We are also using Zendesk as our help ticketing system integrated with our internal platform on a daily basis.

  • Ticket Management
  • Help Portal Hosting
  • Chat / Messenger Feature
  • Flexibility and customization in GIF Flows in Help Portal
  • More themes or capability to upload our branding themes in portal
  • Ability to Parse Email Parameters link Phone and Address from the raised ticket or other custom tracking event
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list.
Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles.
Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software.
A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.



Score 8 out of 10
Vetted Review
Verified User
Incentivized
The company I work for is [...}, we are a SaaS company that offers a trading platform for other Companies to manage their individual employee stock options/equity compensation plans. Our clients are big organizations and the employees of those plans are considered to be participants of the employee stock plan. We currently use Zendesk to communicate with the client's stock plan admin as well as participants of the stock plan. Most of what I deal with are participants who have questions and inquiries related to their personal accounts such as account statements, password resets, questions about current status of their funds.
  • Really good find and search options, easy to search for a participants email
  • I'm able to find a consolidated history of all the interactions each participant had in the past with us
  • Able to save responses for the rest of the employees can use as a generic response to certain FAQ. For example if a participant wants to know how to exercise their options, we have a saved paragraph that goes through step by step of how to exercise options or to sell stocks they have and a guide on how to do this in a saved response.
  • Not sure if this feature was blocked on purpose but our Zendesk emails does not have a forward function. When a participant claims they did not receive our emails, we don't have the option of forwarding that email to the participant.
  • When a case gets closed on Zendesk I don't have the ability to reopen it. Instead I need to start a new case.
  • Hard for me to pull the data that I need for reports. (I'm not sure If I have that access to do so or if the tier that we bought supports it)
I love the saved templates that was created. Most of our inquiries are people asking's for steps on doing a password reset, how to sell shares, how to print their statement or find their statements, generic questions about tax information. Because so much of the questions is similar in nature the pre-saved templates save a lot of time. Especially when most of our inbound emails have similar questions and any of our agents can answer the questions with a professionally written statement or guide that's aligned with the company.

I had cases of other employees closing cases when they should not have been closed and it's frustrating that we can't reopen a case.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I use Zendesk Support Suite to track and review customer support cases, create customer support dashboards to track case metrics and create and publish knowledge base articles.
  • Real time support case management
  • Instant support article creation and publishing
  • Easy support metric dashboard creation
  • Need alerts and reminders to follow up on open/pending support cases
  • More user friendly UI
  • Simpler ways to associate customers with accounts and organizations
Zendesk integrates easily with other services we use in our enterprise. Zendesk is also easy to use out of the box. The overall look and feel of Zendesk UI could benefit from a refresh.
Alex Richards | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Support Suite is used as our main tool for handling customer support enquiries. We also utilise Zendesk Guide as our public-facing Knowledge Base to allow customers to self-help before contacting our team.

We have also implemented the Zendesk Widget within our app to allow customers access to the guides and to our support form without needing to leave our app.
  • Integrates well with other tools
  • Simple user interface
  • Multi-channel
  • Great API
  • Automations can be complex to setup - even getting a notification to slack isn't straightforward
Zendesk is great at handling conversations with multiple participants in the same ticket - the UI displays everything clearly. You can also integrate with other tools, and write your own apps so you can pull data from other systems (or update other systems) without the support agent leaving the UI.

I think live chat scenarios - this doesn't suit Zendesk well, especially if you want to use the API to retrieve the messages. All of the chat messages appear as one entry in Zendesk which isn't helpful if you want to do analytics.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Due to the initial set up of using Tags for reporting, there was a lack of helpful and timely reporting, lack of dashboards for key management to stay in loop. Once we created the needed custom fields, reporting and dashboards were set up to aid the various teams, managers and executives so they can more quickly identify top product or software issues to resolve.
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
  • Adding more training on Report building beyond the basics
  • Add more flexibility to enhance the report look/format, set up as we have with Micosoft Excel
  • Support to Clients is varied- some Zendesk staff are thorough and helpful while others just offer basic responses without resolving the actual issue
It's well suited for any young company or expanding company (mid size) with limited resources for set up and system admin. It is a great CX tool which is integrated with Shopify for ecommerce support. Agents will not need a Shopify license if they need to make an address change, can or refund the customer's order.
Justin Wright | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk Support Suite is THE go to platform to manage the relationship with each and every customer. (Externally and internally). We used it to document each interaction, efficiently organize our support strategy and set everyone up for success all at the same time. Once you got the swing of things, it was provided away to minimize the opportunity for error when it came to support cases, equipment orders and detailed customer relationship management. Typical use included identifying each customer, being able to view their history, utilizing compatibility between other mission critical platforms (Shopify, Dialpad, Asana...) to make for a seamless experience for all customers (external and internal again).
  • Being customizable to the needs of each business.
  • Providing awesome integration between mission critical platforms such as Shopify, Dialpad and Asana.
  • Maintaining a detailed history of customer interaction to set everyone up for success.
  • The ability to eliminate duplicate efforts (HUGE)
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
A specific scenario at [...] would be when someone would call in and we'd find out that they had several different contact profiles living in our database. Once we were able to identify which one had the most relevant information, it gave us an opportunity to consolidate duplicate accounts or cases to prevent any confusion moving forward. This was always a huge challenge for me in the beginning, but luckily now I'm able to help set our other/newer team members up for success and make for a better customer experience.
October 05, 2023

Zendesk makes work easy!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
ZSS allows my team and I to effectively connect with clients, while keeping all correspondence for that person in an easy-to-access file. We use call, SMS, and email for all of our clients so it's super important that we have a reliable system to do that from. It also addresses the ability to effectively store and organize correspondence.
  • Organization
  • Ease of use
  • Call transferring
  • Clean layout
  • Time format
  • Being able to customize layout and appearance
There's no times where I think ZSS would be inappropriate. I really like the system and how it so easily allows my team and I to share ideas and solutions on internal notes, the many different options for compartmentalizing tickets that are no longer being worked on or ones that you need to remember to follow-up with, how it creates a log for each contact, and shows in chronological order all of the tickets you've done for the day.
October 05, 2023

Zendesk is awesome

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use zendesk as a way to communicate any internal issues we are having with our IT, HR, etc. it’s really a centralized way for us to have these issues resolved. I use it mostly for any specific requests for computer issues, equipment replacement and HR questions around leave of absence, loans, and more
  • Easily request help
  • Transparent communication
  • Streamline communication
  • I can’t think of anything specific
Well suited for large organizations that want a centralized way for employees to not only request help but also for the staff to manage these requests
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it for our ticketing system. This allows organization of our ongoing issues, and an easy way to divide the tickets into separate departments. From there users can see current issues from our clients, update the tickets as needed, or even call to the client through Zendesk with high quality audio.
  • Easy management of new users
  • Calling
  • General Support
  • Improved ways of users calling to us without the need of creating a new ticket
  • Worldwide calling
  • Allow ticket updates to display in emails without the need of logging in
In most cases, we use Zendesk to track ongoing tickets or issues. Most of our clients will submit a ticket through email and it will automatically populate in our queue. Once a ticket is received, we will get an email letting us know a new ticket has come in. From there a call can be made to the client to help with the issue. Once resolved, we can close out the ticket.
October 02, 2023

We love this software

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Zendesk as out main source of support for our company. the problem that zendesk support adresses for our company is a one stop place to find information about our clients and a single place for us to help them with any trouble they may be having. we can find their personal information that we have collected and any all previous interactions.
  • great visibility
  • great updates
  • ease of use
  • onboarding
  • end user support
  • new feature requests
  • price
it is a great option if you need a one stop spot for supporting your clients. an easy way to add and edit the different info needed to be affective at helping our clients. their support is built right in and ready to use. It makes it easy and comfortable to use.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Zendesk Support Suite as our platform for end user-facing support and servicing. That includes incoming and outgoing emails, phone calls, as well as a knowledge base. It was really important to be able to link various methods of communication to the specific end user, which Zendesk allows us to do without much of a hassle!
  • outbound communications
  • Importing contacts/end users
  • Automated actions (closing tickets, auto replies)
  • Multi-channel support simultaneously
  • More options for customization for phone trees
  • Option to restart the loop through available agents if the call wasn’t answered by any available agents the first time it was served to them
  • Improve clarity/info available on whether a message was actually sent to the end user or not
Zendesk has adequate features for most small to midsize businesses and does have a lot of room for customization and using workarounds to make it work for what you need.
The ability to turn it into an all-in-one solution for all departments is lacking, which is unfortunate because it makes the support aspect less valuable as a result.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Suite allows us a full view of the consumer experience and yields actionable dashboard reports to aid our marketing, sales, product, operation, and quality assurance teams. It's easy to set up and evolve over time as business needs change. Zendesk Support is timely and helpful when we have any system admin questions or issues.
  • Easy to set up Reports and Dashboard reports by brand.
  • Easy to train agents and light users on how to use.
  • Fast and helpful support to customers using Zendesk.
  • Helpful to view a customer's multi-channel inquiries (tickets).
  • Lots of API and 3rd party integration options.
  • Over time, pricing is increasing as Zendesk breaks apart prior bundled features by license, and we would like to see better discounts for long-term customers.
  • Chat Support is mixed- some agents supporting us as a Client don't fully review everything needed to resolve at 1st point of contact, while others do take that step.
  • Offer more training (free) for reporting and multi-brand set up.
Well suited for multi-channel support with a reasonable cost per license. Good for ecommerce support (e.g., Shopify integration). General reporting is easy to set up after setting up custom fields.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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 environment. Customer Satisfaction Surveys were a big plus because they allowed us to see where our team needed to improve. Lots of configuration was required to get it running perfectly, but in the end, it was worth it.
  • Customer Satisfaction Statistics.
  • Ticket Management.
  • Shopify integration.
  • Reduced downtime.
  • Better automatic ticket distribution.
  • Auto reply emails.
  • Better spam filters.
It is great for small startup companies and even big companies. Zendesk support sometimes lacks speed but they seemed to solve issues quickly once they get a grip on it. Might not be on everyone's budget, especially with small start-ups. Overall, I was happy to work with Zendesk and it was very easy to use and learn.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zendesk allows our customers to efficiently submit support requests both from our web-based cloud portal and our mobile app. Our support agents can quickly respond to inquiries and view ticket history to better understand the context of an issue. It has been critical that we are able to embed this into our apps as a support channel.
  • mobile SDK
  • web-app SDK
  • ticket history
  • stats on response times
  • we've never really figured out how to get feedback workflows embedded into resolved tickets. nice to have not a priority
Well suited for any SaaS where you have end-users who need support. We have also implemented automated macro processes to bump bump solve tickets that sit dormant for too long.
the fact that we can also search old tickets quickly to understand the user's history and their past tickets is quite nice for us.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk is our tool to centralize all the requests coming from clients. These could be tickets about features not working, removed, added, request for help, or even feature requests. The tickets are essential also for the Customer Success team to figure out the level of client satisfaction, to be discussed during the QBRs.
  • centralize all clients' requests
  • perceive the level of satisfaction of the client with our product
  • collect all the feature requests for the PM to categorize them
  • keep track of the product issues
  • the reporting tool is complicated to use
  • sometimes the macros are not correcty triggered and it requires a deep troubleshooting to have them fixed
The ticket management is outstanding. By creating views is super easy to categorize the tickets, for instance, by clients, industry, support package, and so on.
I particularly like the integration capabilities, especially with Slack, where we trigger a message in a dedicated channel every time a new ticket is opened. This ensures the right level of visibility for the Customer Success people.
The knowledge base manager is very good.
The reporting tool is complicated to use and limited at times, but in the end it does its job.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it for several ways, to support real estate agents across the US by utilizing Zendesk via email, chat, and voice. We employ the usual ticketing system to answer and address issues submitted by real estate agents. It is also handy as a real-time chat application where they can easily send messages to us by using the CRM platform.
  • email customer support
  • chat customer support
  • voice customer support
  • macro usage
  • zendesk reporting
  • tag usage
  • delays during chat where the last message sent does not reflect at once and needs a page refresh
  • problems with reporting that does not show real-time data when pulled up
  • creation of child tickets a bit buggy, does not reflect after adding one
Zendesk support is tops for customer support usage, where one can quickly tend to agent concerns using a variety of channels, be it be by email, chat/messaging, or voice. Reporting is a breeze, especially monitoring in real-time team members who are currently logged in. There's also a feature in Zendesk talk where you can monitor calls, even "barge" when required to help an associate.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
We use Zendesk support to run the front line support requets, triage tickets and manage our customers/users day to day support and bug reporting. At Rex we are a CRM system for Real Estate agents so have a wide range of inbound contacts that ranages from 'where do I find this PDF file' to 'my system is down and I am needing to handle the transfer of $5mil today'.
this prioritisation is the the primary problem/biz case it addresses.
  • Ticket updates internal and external (to clients)
  • Reporting on workload for Customer care agents
  • Reporting on productivity of customer care agents
  • Canned responses
  • Reporting interfaces are ugly and hard to navigate
  • Ironically need to read a lot of help guides to get anywhere
  • Customer Care agents do often complain at the number of clicks required to do anything
Zendesk is very good on the canned responses and the day to day recurring problems. The reporting on both customer care agent workload and their productivity is very good and easily feeds our KPI environment. Plus staffing/ resourcing becomes more predictable and we have been able to overlay this to our churn data to give a predictive model for when Customer Care gets Stretched that revenue is at risk. Which is the ultimate point of any CS team is to retain and expand clients.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I use Zendesk Support Suite to track missed calls and solve customer's issues. It helps track all missed calls and unresolved customer problems within our team. This is useful because it allows us to allocate issues and resolve them without doubling up on work between our team members and helps avoid confusion.
  • Allows us to categorise different calls and problems
  • Helps us keep track of what needs to be resolved
  • Assists in assigning tickets to particular team members for different customers
  • Automatically close tickets for outbound calls
I think it is well suited when you are working in a team to keep track of lots of different customers. It works very well when corresponding with customers via lots of emails and phone calls.

I think it will be less suitable if you were to use a different CRM since it gets tedious to use when you are tracking on both systems.
Score 3 out of 10
Vetted Review
Verified User
We have been users of Zendesk for more than 7 years. We use it to chat with our customers (B to C), process tickets, and calls, as well as our Help Center base. Our Support serves up to 7 000 chats and 1000 emails daily in a variety of languages.
  • Classic Chat widget
  • Big, popular company with a variety of services and integrations
  • Stable services with low amount of disconnections and unavailability
  • Regardless of how much you pay, in my opinion your feedback will be ignored, even if it is widely supported by the community.
  • in my experience, Zendesk forces you to transfer to their new system, “Agent Workspace,” which lacks major features that are present in the Classic Chat Widget. Despite any arguments, they took the position, “We will not update the old system, so transfer to the new.” When transferring to the new system, Zendesk lacks attention, understanding, and proper support. Agent workspace does not work as promised (later, more on that).
  • In my opinion, it is horrible support. I cannot emphasize that enough, but every manager in my team constantly complains about the inattentiveness and lack of basic comprehension abilities of Zendesk managers. Unless you involve your personal manager (who does not answer support questions), your issues will be paid zero attention to. In my experience, they will not accept any feedback. Most importantly: if the question cannot be answered with a link or a shortcut, the support team forwards your issue to tickets. Moreover, in 30% of cases, support will resolve the tickets without giving your replies. As a support manager of many years, I cannot imagine the level of disregard for a paying customer who needed to close the requests without a reply.
  • Agent Workspace: I believe it is very slow performance. The switching between chats is slow to the point it glitches.
  • Agent Workspace: Automatic translation in chats does not work for mobile SDK. Agents had to switch from a fast service with translation, dynamic content, and other features to a system that has none of these and constantly glitches.
  • Agent Workspace: Skill-based routing does not work correctly and is limited to the possibilities of the Classic Widget Chat triggers, which is ridiculous - in other words, they took the old platform that had its disadvantages and made a new one based on it, with new bugs and with all the disadvantages the previous one had. The system forces 1 agent to take up to the maximum amount of chats while other agents take 2 chats. The system doesn’t allow flexible routing; you have triggers with all OR any conditions without a combination of those.
  • Agent Workspace: Some tickets which were automatically created after chats did not close automatically and constantly reopened.
  • Agent Workspace: All tags will disappear if you renew the page (which has to be done frequently due to the lags). This will make your company unable to create and follow up on any request statistics.
If you are a small business that doesn't serve more than 1000 chats a day, preferably in one language, Zendesk might be the service for you. As a B to C company representative, I am not sure if it is convenient for a B to B type. However, if you use it to serve large volumes of customers in multiple languages, expect fast replies and good customer experience as well as solid attention to your issues, or that price, the service is not worth recommending. If you did not yet decide wherever Zendesk is for you, we would advise reviewing other companies.
Channing Lee | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Since I work in IT on the support side, we use this regularly as a support communication tool. It's also used for new hire record-keeping setups. You can attach any file [to] the platform. Very incredible search feature by keywords that do not need to be in series order. This tool helps organize and specifically record keeps for sox compliance.
  • Easy to use
  • Keeps everything
  • Can load up any file to save
  • Sorting feature on tickets
  • One change can [affect] everything globally
  • Statics can be skewed a little
As an IT support communication tool to end-users, Zendesk Support Suite is extremely helpful. The record-keeping abilities [are] top-notch. The searching feature is simple and easy to use. The statistics can give you a good general idea [of] where your colleagues stand in terms of workload, etc.

Zendesk Support Suite as a project tracking tool would not be useful. You really cannot keep collaborative action items organized that well if you were to use this as a project tool.
Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Zendesk is used to manage customer-reported tickets -- bugs/issues, feature requests, questions, and tasks -- it serves as the connection between our customers and our support team and allows for internal collaboration that is both customer-facing and internal or private. We also use it for cross-functional communication to bridge to our engineering ticketing system, as well as our feature request system.
  • Collaboration
  • Email Updates to customers.
  • Custom views.
  • The custom views cannot be exported to another user, which would be nice for shared accounts instead of recreating them.
  • Sometimes, responding to an email is logged as an internal comment when it is meant to be customer-facing.
  • Dashboards summarizing tickets.
For enterprise-grade ticket managing and customer communication, it is awesome. For feature tracking, it could use some work, because you can end up with a ticket being on hold while it is under consideration; or closed out and then people lose visibility on it while it is in another system.
Score 1 out of 10
Vetted Review
Verified User
Terrible. Runaway as fast as you can. This company is a scam. They provide terrible support, charge an outrageous prices, and hold your data hostage when trying to leave. Even generating a CSV requires talking to support, for which they will give you instructions on how to do it that don't work. Such a joke, worst experience ever. There are many many better solutions out there. Sad. I bet this company will be in the news soon as fraudsters.
  • nothing
  • at
  • all
  • support is terrible
  • price is high
  • they hold data hostage
Would not recommend to worst enemy.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We used Zendesk Support Suite for adding Customer Community to increase customer engagement and decrease company support costs by decreasing customer support executives. Zendesk is a great platform for community development and information circulation. It offers a lot of predefined structures which help us to organize our categories+topics+posts in a proper structure.
  • Community Development
  • Community Theme Selection and Global UI Changes
  • Customer Engagement
  • User ranking needs to be added and set up easily.
  • User Gamification needs to be more structured.
  • Need Flexibility in structural changes.
It is less costly than other big platforms like Khoros Communities but in the same place, it gives us limited features like user ranks and gamification and limited structural modifications which are currently in demand by the customers. It is great for small userbase communities but it can be better for large userbase communities as well.
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