Zendesk Suite, A User's Perspective
In our organization, Zendesk Suite is our central hub for all things customer support. It acts like our digital command center, keeping …
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
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
- Ticket creation and submission (112)9.292%
- Ticket response (111)8.989%
- Email support (108)8.686%
- Organize and prioritize service tickets (111)8.585%
Reviewer Pros & Cons
- If I get stuck on a ticket, I can easily loop in a teammate for help. We can leave notes for each other right within the ticket, which keeps everythin...
- The reports are useful, but I wish I could customize them a bit more. It would be great to be able to drill down into the data and see specific trends...
Director of Support Services
TI Tokyo (Information Technology & Services, 11-50 employees)
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
Return to navigation
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
- 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
Compare with
Reviews and Ratings
(923)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
December 09, 2014
Love benchmarking capabilities.
Score 9 out of 10
Vetted Review
Verified User
- The ability to single sign-on from a client’s instance of our software which is built on Salesforce.com
- The support ticketing functionality is very good. It is very seamless and much more streamlined than Salesforce.com which is ultimately flexible but less easy to use
- There is very good automation of escalation workflow
- With the PLUS edition, we got good analytics which are very useful. We can track self-service success and measure against benchmarks.
- The integration to Salesforce.com, our corporate CRM for ticket metrics and complete view of / reporting on our users and client accounts.
- Zendesk is a small nimble company. They are very innovative and responsive.
- I really appreciate their benchmarking. They have fifteen thousand clients and provide benchmarking on staffing, resolution time, and volume, broken down by industry, size, etc.
- The pricing is more economic than Salesforce.com cases, where you have to pay a fee per client end-user. Zendesk only charges for admins – there’s no cost for end-users – it would eat too much into our margins.
- Weaker on forums functionality, but getting there.
- They could get stronger on forum analytics. Without PLUS/ Good Data, ticket analytics was not so strong
- As a small company, there are some things they don’t do yet that Salesforce cases does
- It needs improvements in chat support, or integration to a better chat support tool.
- It has helped us scale to a large number of clients with a very small team. We have 2 people in support for 400+ clients and 1300 users with current bandwidth to scale to 500 clients / ~1600 users.
- Integration of self-service (i.e. community) with support has been particularly important for scaling.
Salesforce.com cases - we use Salesforce.com as our CRM and it is the support system of record for our company's other major product line (our enterprise solution). Salesforce.com cases is more flexible than Zendesk, and therefore ultimately more powerful, but Zendesk is easier to use and manage on-going. The biggest difference is end-user cost and the ease of access for users. ZenDesk does not charge for for end-user access, and has much simpler single sign-on. Another difference is that with Salesforce.com, you need to buy a separate community application like Jive or Lithium and we wanted an integrated application.
Jive - at the time, Jive was our company's customer community platform. Jive is a community only product. The absence of integration of support and self-service was an issue. It was harder to make the SSO work. Jive was far more complex – powerful, automation of subscriptions etc. deeper – but harder to use.
13
0.25
No IT support is really required. Sometimes the Salesforce.com integration requires a little support. I along with our lead support person do a lot of configuration adjustments to make process improvements. We probably do several each week. Maybe altogether we spend 0.2-0.25 FTE in administration.
- Online product support – submission and resolution of support requests via online tickets. We use it in lieu of Salesforce.com cases (our CRM) which is used as the product support system by the other product group at our company.
- Client self-service via forums, community. We use it in lieu of Lithium, which again is used by the other product group at our company.
- Client submitted feature requests. We use it in lieu of Salesforce.com Ideas, which is used by the other product group at our company.
Salesforce.com for support tickets and feature requests and Jive for community/forums.
- Implemented in-house
- Online training
- Self-taught
Yes, very easy to learn without training.
No
With PLUS, we get 24x5 Zendesk phone support in addition to online support. With REGULAR, we just got online support.
- 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.
- A good chat support tool (if Zendesk doesn’t improve their own)
- Potentially our phone system.
Not sure of their plans around chat support.
They have phone support integration which we don’t have turned on yet.
Not negotiable and no need to negotiate.
December 04, 2014
Eric's Zendesk Review
Score 10 out of 10
Vetted Review
Verified User
- It's easy to use.
- Triggers / Automations.
- Message the techs and clients.
- Performance metrics.
- It doesn't do asset tracking.
- Business hours are inflexible
- The SLA breach views on the left side consume too much real estate.
- 99% customer satisfaction... There is no $ value to that, but at least we know the business is satisfied with the level of service they are receiving.
- Increased productivity because support providers don't have to sort through messages anymore.
1000
Everything for retail sales and sales support.
1
Just me for now.
- IT helpdesk.
- Inventory.
- Facilities.
Smart Sheet.
- Implemented in-house
It's all me...
- Self-taught
Yes, this is why I decided to go with this product. Ease of use and administration is key.
- I would like to merge it with SharePoint once I have that system online.
$49 per agent per month on the plus plan.
October 05, 2013
Zendesk from the bottom up.
Score 7 out of 10
Vetted Review
Verified User
- The product's API is really responsive and pretty robust in it's endpoint offerings.
- The ability to work in multiple views/lanes for our team is paramount.
- Automations are heavily used.
- It is quite slow in the new interface.
- There are bugs with the new interface.
- There is some feature regression with the new interface.
- Sometimes the alert that another user is viewing the ticket breaks.
- Our SLA agreements are spot on and easily tracked with Zendesk.
141
All of support, and some sales contacts.
150
- We use the API to integrate our core app with Zendesk so that tickets are created automatically when we see actionable conditions in our app.
- We have subject teams that have their own views and lanes for support.
- We use the API to report on performance and other action items.
We had an in-house solution that became a burden to maintain.
We picked Zendesk because of mutual corporate benefits, and it was a familiar SaaS offering.
- Implemented in-house
- Online training
- In-person training
- Self-taught
I do ask my agents to learn the product organically and find their own workflow. I do expect them to ask questions when they hit roadblocks so that I have the opportunity to train them.
However, in the new UI, DOM elements are off the table and this is a feature regression.
Yes
We are open minded. If we don't know the answer we will ask for help.
- New Relic's core app.
- Salesforce in a more robust format than their official app.
October 02, 2013
Zendesk. Simple, Smooth, and Powerful
Score 10 out of 10
Vetted Review
Verified User
- Organization: it helps to keep everything where you need it, as you need it. With different views for you, your group, your organization etc.
- Customization: Zendesk is fully flexible for anything you need to to do. You can create trigger (action based) or automations (time based) to act on almost anything you need done.
- Support: Zendesk's Support team is phenomenal, you have forums that they actually talk on, you have a direct chat line which they actually reply on, and you have a PERSON! you can call who knows their product, and if they cannot fix it they get someone who can. Yes i have even had a developer get on the phone with me to fix and issue with MY CODE for Zendesk.
- Ease of Use, I have taught Zendesk to them all, from the smartest people to the not so smart people, and it's easy for them to grasp and more than that... It is easy for them to RETAIN!
- It comes with full integration with multiple tools from multiple departments such as Jira, SalesForce, Pivotal Tracker, etc... Apps for time tracking, project management, reporting, etc.. And if it doesn't integrate with your software you can built your own integration tools.
- I'll stop with this last point, but the most important point. Zendesk is extremely customer friendly. Each user can get their own account, in which they can view ALL their open, pending, closed, and even tickets they're CC'd on. It does not stop there. If they are a frequent customer you can set it up so that a manager can view all of the tickets for his entire organization. It comes with a forum, a knowledge-base for internal and External use and more.
- The only issue I have with Zendesk is they do not always give you a set date for the release of new features.
- Zendesk will optimize your HelpDesk, Support team, or any team really to get organized, stick to what they are doing, stay focused and make it all smoother and easier for them in the process.
4
I have 4 in my company, but much more for the other companies that I have done work for,
At Johnson Business Technology Solutions I have molded Zendesk into a HelpDesk tool for our Desktop guys, an Escalation tool for our System Engineers, and a project tracker for both.
At Johnson Business Technology Solutions I have molded Zendesk into a HelpDesk tool for our Desktop guys, an Escalation tool for our System Engineers, and a project tracker for both.
1
It only takes one person to sit down and spend a few hours playing with it to be able to fully support Zendesk.
- Disorganization.
- Loss of work.
- Time Tracking.
- Project Tracking.
- The break or loss of communication between multiple departments.
I have used all of them from Starter to Plus due to implementing and training my company as well as other companies on this product.
In my searches I have come across a lot of alternatives and I try to keep and open mind on each of them, here are a few of the tools I heard and saw a lot of chatter about while reviewing a looking for Helpdesk tools.
SpiceWorks - This was a freeware program that i had used in the past, it was primarily built for monitoring and they just added other additions such as the Help Desk and the Inventory. Like many other freeware programs similar to this, you run into the fact that it was not built as a HelpDesk tool and so the designers main focus was not on this tool. Over time the Database becomes very bogged down and slow. As well, their are a lot of key features and customizations missing in this product. Also, when the Network Monitor would kick in, the program would become virtually unusable due to all of its resources were pushed off to the Monitor. This is a prime example of "You Get What You Pay For."
SalesForce- Salesforce has a section with HelpDesk Tools, and they claim its for easy integration with your sales and marketing team, but like with Salesforce you run into the fact that SalesForce is a Sales and Marketing tool, it is not a HelpDesk tool. So once again they focus more on the sales and marketing stuff and not so much on the HelpDesk side of things. Now it is a great thing to have when your sales and marketing team have such a tight integration with your support or HelpDesk team, so that they can see the current issues with the products as well as which customers have the most and least amount of problems for recommendations. But from a HelpDesk perspective there just is not enough there; you miss out on better reporting, and what reporting you do get, it takes someone trained on it to find what they want and get it to look right for a presentation or meeting. NOT TO MENTION Zendesk has full integration with Salesforce, so your HelpDesk team gets what they need, and it exports only what the Sales and Marketing team need.
SpiceWorks - This was a freeware program that i had used in the past, it was primarily built for monitoring and they just added other additions such as the Help Desk and the Inventory. Like many other freeware programs similar to this, you run into the fact that it was not built as a HelpDesk tool and so the designers main focus was not on this tool. Over time the Database becomes very bogged down and slow. As well, their are a lot of key features and customizations missing in this product. Also, when the Network Monitor would kick in, the program would become virtually unusable due to all of its resources were pushed off to the Monitor. This is a prime example of "You Get What You Pay For."
SalesForce- Salesforce has a section with HelpDesk Tools, and they claim its for easy integration with your sales and marketing team, but like with Salesforce you run into the fact that SalesForce is a Sales and Marketing tool, it is not a HelpDesk tool. So once again they focus more on the sales and marketing stuff and not so much on the HelpDesk side of things. Now it is a great thing to have when your sales and marketing team have such a tight integration with your support or HelpDesk team, so that they can see the current issues with the products as well as which customers have the most and least amount of problems for recommendations. But from a HelpDesk perspective there just is not enough there; you miss out on better reporting, and what reporting you do get, it takes someone trained on it to find what they want and get it to look right for a presentation or meeting. NOT TO MENTION Zendesk has full integration with Salesforce, so your HelpDesk team gets what they need, and it exports only what the Sales and Marketing team need.
- Implemented in-house
I performed the implementation myself, and do this through Johnson Business Technology Solutions for our customers.
- Self-taught
This product is stupid easy to learn, and there are ample quantities of click by click documentation and explanations of everything on their site. As well, if you ever run into any issues, their support team has always been top notch.
Zendesk DOES NOT require any custom code to work. The only custom code you need is if you are really wanting to personalize your public or agent site. As well as if you do want to use custom code, it is simple to find on the internet, or you can write it yourself with HTML or JavaScript.
No
It is included in the Edition you choose.
- 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.
Where as with Phabricator, I had to do a custom integration which worked smoothly.
- QuickBooks, for time tracking.
Currently they do have a tool in place for it, but I have not tried it yet. Although I am looking forward to it.
They do have a price scale, but they will work with you and your business as much as they can.
July 09, 2013
Couldn't do without it!
Score 10 out of 10
Vetted Review
Verified User
- Manage incident volume, and helps route questions to the correct individuals
- Helps create a database of searchable learning content for customers and colleagues
- Helps us provide better support. Customer questions don't get lost.
- Currently, it does not integrate with our Infusionsoft CRM system. However, Zendesk is currently working on this and it should be available shortly. We have been helping with the requirements and are looking forward to this being available.
- Our use of the system is pretty simple: we have a small team and do not really push the envelope on system usage. It works perfectly for us.
- This is hard to quantify, but the product more than justifies the expense. SInce we do not have a large team of support agents, for us the real value is being able to keep track of everything easily; putting inbound tickets into the right buckets, etc. For example, whenever trial users of our product have any kind of support issue, we have designed a workflow that routes these tickets to our "power agents" so that they get priority treatment. This is very important in converting these users into paying customers. In the past, we did not handle these trial users so consistently.
5
Customer service/sales team use Zendesk to answer functionality questions to prospective customers.
Support team resolves user issues through Zendesk.
Support team resolves user issues through Zendesk.
1
I support the software internally.
- Zendesk allows companies to manage the flow of customer service and support inquires and makes sure that incidents get attention until resolution.
- The Forums feature allows companies to build a knowledge base of content that is forward facing and searchable, allowing customers to proactively answer their questions on their own. This feature can also be used to help train employees and co-workers on support/customer service related chalenges and procedures.
- Automations & Triggers can be used to manage workflow of tickets and send relevant auto responses to customers who've asked questions.
We were previously providing support through e-mails.
Mojo HelpDesk, Zoho... I picked Zendesk because it felt the most intuitive, powerful and seemed more polished.
- Implemented in-house
I managed the implementation myself. In our case, it was very straightforward since we were not migrating from another system there was no data migration or data libraries to copy over to the new system. Starting from ground zero really made the process quite simple. I can imagine that converting from another system would be more challenging.
- Self-taught
Yes. I like to figure things out for myself and, for anyone with some familiarity with customer support systems, this system was not hard to learn. I attended some local best-practice sessions put on By Zendesk, and that was helpful. Overall, the system is quite intuitive and, whenever I ran into any difficulties, I found answers on the knowledge base. Once I had learned the system, I trained our internal users.
We did some fairly simple configuration in three areas:
1. Look and feel. We did some branding to match the color palette to our corporate branding and add the logo etc.
2. Workflow: We set up a simple workflow to ensure that tickets get routed to the correct resource. Users answer some questions on a form which determine whether the ticket goes to a developer of to a front-line service agent.
3. Macros: We set up some auto-responder emails and canned responses for high-volume questions.
1. Look and feel. We did some branding to match the color palette to our corporate branding and add the logo etc.
2. Workflow: We set up a simple workflow to ensure that tickets get routed to the correct resource. Users answer some questions on a form which determine whether the ticket goes to a developer of to a front-line service agent.
3. Macros: We set up some auto-responder emails and canned responses for high-volume questions.
No
Not required.
- 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.
- We are looking forward to building an integration to Infusionsoft as soon as it's available.
Yes. They are working on it.
We pay month-to-month. It may be possible for larger organizations to negotiate on price but, in general, they are very transparent about pricing. The price is the price! We are not locked in: we can stop using at any point with no penalty.