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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 …
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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 7.9

Self Help Community

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

7.9
Avg 7.7

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 7.7
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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

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Reviews and Ratings

(923)

Attribute Ratings

Reviews

(1-25 of 147)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
  • Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesk's flexible trigger options.
  • Macros - The ability to create complex message templates with autofilled information is a significant time saver.
  • Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.
  • Merging tickets - when merging tickets the default behavior is to make them a public comment. This comment creates confusion with the customer. To avoid this the agent must uncheck the public comment boxes during the merge process to avoid sending the customer a confusing and unnecessary notice.
  • 2 way sync integrations - when it comes to integrating into services likes HubSpot, Zendesk only syncs one way. It would be ideal if there was more support for syncing fields both directions or having a choice of what data fields syncs and which direction that sync happens without requiring some sort of middleware like Zapier.
John Epok Pascual | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Rohitash Sinha | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Justin Wright | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 3 out of 10
Vetted Review
Verified User
  • 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.
Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
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