Highly Recommend ZenDesk
I've been using ZenDesk Suite for over 7 years now. It makes my communication with my customers and potential customers very simple and …
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 (113)9.292%
- Ticket response (112)8.888%
- Email support (109)8.787%
- Organize and prioritize service tickets (112)8.585%
Reviewer Pros & Cons
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 by Exotel
- 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
(924)Attribute Ratings
Reviews
(1-25 of 79)Companies can't remove reviews or game the system. Here's why
April 22, 2024
Zendesk Suite is a great starter ticket support option!
We use it to bring all of our customer service emails into one platform. We are only using the support and explore feature currently as we are not ready for the other products. Before we were working strictly out of a shared mailbox which made it hard to address customer concerns and there were no SLAs around that. We were not giving high quality customer service.
- Statuses for support tickets
- SLA's
- Reporting
- Easy to use interface
- tagging of tickets
- Allowing secondary emails to receive ticket status updates
- More status updates and report on them
- Native Integrations with more ecommerce platforms
April 12, 2024
Zendesk Suite in a Couple of Hours
I strongly think that Zendesk Suite is the best way to go if you are a small to mid-size organization that needs any kind of ticketing system, if this is talking about technical or even finance, you can create a ticketing system in one night. The UI is just the best I have seen, I really recommend using it, and it is a blast to use. It costs quite a lot, but you get what you pay for.
- Ticketing system
- Communicating with customers
- Internal tickets
- Connection to Salesforce
- Cost
Score 9 out of 10
Vetted Review
Verified User
We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The communications range anywhere from simple support requests to managing client expansions and upsells. We rely heavily on cross team collaboration to ensure we are providing the best service possible to customers by removing barriers to communication both externally and internally. Zendesk is a great tool to helping us achieve and maintain these goals.
- 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.
January 05, 2024
Has improved a lot on features - but needs to be consistent and be more client-focused.
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.
October 06, 2023
Get help easier than your 2 minute noodles !!
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.
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
October 05, 2023
Zendesk: A User's Perspective
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
October 05, 2023
Centralise all of your support channels in one tool
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.
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
October 05, 2023
Always a good decision with Zendesk!
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
October 05, 2023
Zendesk Suite, just the way we need it!
Zendesk 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.
- 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.
October 05, 2023
Zendesk: Elevating Customer Support to New Heights
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
October 02, 2023
We love this software
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
September 25, 2023
Zendesk- Best Decision We Made!
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.
September 25, 2023
The best tool to make the clients feel listened
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
September 25, 2023
Why we chose Zendesk Support Suite over all the other apps out there
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
September 25, 2023
Zendesk not perfect but I can't find better
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.
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
September 25, 2023
Great Software to Support Your Customers
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
May 12, 2023
Disapointing experience
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.
July 04, 2022
The best tool for ticketing I've found.
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.
November 10, 2021
Zendesk provides a great experience to both customers and agents
Zendesk Support Suite is the organization's main platform for customer support. It's covers everything from replying to customers to routing issues internally with the different teams. With the different channels we support—be it email, Facebook, Messengere, etc—we can all provide outstanding support to our customers using Zendesk Support Suite.
- Ease of setting up
- The best agent workspace available for agents
- Great uptime
- Best of class support
- Flexibility in pricing
- A la carte options
October 25, 2021
Zendesk is probably the best ticket system out there
Score 10 out of 10
Vetted Review
Verified User
I like the ability to integrate Zendesk support with our FAQ page, through the Knowledge base. The user support is also very nice. The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable. I love how you have all the tools to have all the tools for you to not only integrate the available connections already done with other systems, but you can also make your own, keep expanding the arrange of information that enables you to give the best-personalized experience to your client because all the necessary information is at your agent's finger tips. And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce, and what to change, so really, the limit is as far as you are willing to take it.
- Very stable
- Easy to use for agents
- Setup is easy to administrators
- it could be more dynamic
- triggers should be more simple
- Automations needs work in Zendesk
August 31, 2021
Zendesk - Top-Notch Support
Zendesk Support Suite is being used across the whole organization as we use it to open any ticket regarding any issue we have. The company currently uses several applications including Office 365 and others that were developed in-house by our IT department. We open tickets through Zendesk whenever we encounter a problem with any of these apps.
- Easy to use
- Ticket opening capabilities
- Customizable
- Can't track down the progress of the ticket easily
- Expensive
- Not very good support
Zendesk was used by our Support department to manage incoming email and tweet support requests. Our team would respond to users through Zendesk, and internally we used it to then pull metrics to better understand the number of requests, response time, survey responses, and common issues.
- Easy way to quickly triage email requests from our customers allowing others within the organization to see the history of their requests.
- Metric tracking: Zendesk allowed us to gain insight into a number of different metrics that we wanted to track for both effectiveness and user experience.
- Status holds: We could keep tickets open for users while hiding them internally as we waited to see if they had any follow-up questions.
- Categorizing: It wasn't easy for us to group requests by issue type within the product itself.
- Organization: There was no way to prioritize requests.
- At times, searching within a broad range was difficult to quickly get results.
We are using Zendesk Support for over 30 clients. We have set up our Zendesk Support using Brands in exchange for different Zendesk accounts. By using Brands it is ideal to have all of our clients in one central location. We have access to our customer's emails as well as any emails asked from the client or project manager in one easy location. We do have problems with some reporting because each Brand is focusing on different functions, but the Zendesk Support team is extremely helpful and any problems we have we are able to work out. Using Zendesk Support Suite has been a game-changer for our customer experience team.
- Multiple Brands
- Different categories for each Brand
- Ticket sharing for specific Brands
- Specific access level for agents and specific Brands
- Ticket sharing routing to a specific Brand instead of the one landing point.
- Ticket sharing changing status when receiving a reply from the assignee.
- Slight delay when setting a ticket to a specific status.
May 01, 2021
Customer service made easier with Zendesk
Zendesk originated in my department as a solution for handling the increase in customer support requirements as we expanded our online sales. We needed not only a platform to ensure customer questions were answered in a consistent and timely manner, but also to track interactions over time. After demonstrating the effectiveness of the tools in our department, its footprint grew to include all customer service across the enterprise. Most recently, it has been identified as a preferred CRM solution in the business and we plan to grow usage as the team has matured.
- Provide a large number of methods to interact with customers
- Maintain logs of customer interactions
- Track time spent by agents across many segments, allowing us to see what brands, product categories, and other attributes take the most support effort
- Enterprise pricing includes a number of features we don't need, but we have to pay for in order to get a few key functions
- Text message support is there but limited
- Native chat widget for Vue Storefront is missing
April 27, 2021
Top Tier Customer Support Tool
It is being used for all Support and Return needs for our North American operations. Support is customer facing and it is very easy for our customers to contact us, for SLAs to be met and enforced, and for us to contact customers when they need help. It creates an ideal customer experience.
- Customer experience.
- Data collection.
- Data reporting.
- Telephone integration.
- Chat.
- Guides.
- Data dashboards.