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
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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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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
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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
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Reviews and Ratings
(924)Attribute Ratings
Reviews
(26-50 of 151)Companies can't remove reviews or game the system. Here's why
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 15, 2022
Zendesk is TOP NOTCH!
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
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.
May 30, 2022
Yikes, run from Zendesk
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
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.
Score 1 out of 10
Vetted Review
Verified User
We don't. In order to use it, we would need to correctly set it up. However, the parade of incompetency from Zendesk support people has kept us from using it. Their support is terrible!
- Nothing
- Nothing
- Nothing
- LACK OF COMPETENT SUPPORT!
- NO SUPPORT WORTH A DAMN!
- PROCUCT WOULD WORK BETTER WITH ANY KIND OF DECENT SUPPORT!
Score 1 out of 10
Vetted Review
Verified User
This company is an absolute scam in my opinion. I recommend that you stay as far away as possible. I signed up for a 14 day free trial on February 12th. I had to enter my credit card information, but it became quickly apparent that the software was not going to work for my business. I contacted their support and told them to cancel my account. They told me that my credit card had already been charged in "full" for the entire month, that there are no refunds, and that there was no possible way to get my money back. In my perspective, this is clearly an outright misrepresentation and theft and I will be pursuing legal action if my money is not returned. Reprehensible behavior and I feel an absolute scam. Stay as far away as you possibly can in my opinion.
- Stealing your money in my opinion
- Scamming you in my experience
- Misrepresentation on product pages I feel
- Not stealing money
- Not lying about free trials
- Not charging customers $500 for 3 hours of use
Score 1 out of 10
Vetted Review
Verified User
I am very disappointed. We purchased Zendesk in order to gain productivity but we can't use it properly. We are having issues with the setup and it's impossible to have contact with customer support. Ironic for a service that helps companies to chat with their clients. Now, we paid for it for the year and we can't use it and nobody is responding.
- For now, sadly, nothing. We are helpless.
- The customer support. In order to purchase the tool, commercials are present but not for customer support.
November 25, 2021
Zendesk is good value for your money
We use Zendesk to manage all of our requests, question, and issues. Zendesk also allows us to have an organized view of all incoming and old tickets. It's more efficient to track issues in this application than it would be through regular email and helps make the process of communicating with clients more professional and structured.
- Sends personal alerts to your email if a ticket is about to breach SLA
- The GUI is user friendly, clean and organized
- Allows you to filter tickets in different status and create different tabs for each
- Zendesk should have a warning message displayed when a user cannot add new users to the account. It should tell you why you can't, so you aren't left assuming why you are not able to.
- Zendesk is on the higher end of pricing in relation to other CRM solutions
Our main use is customer support. Our entire team is on Zendesk though, as we also use it to communicate with our suppliers, and to send notes in between members regarding a specific ticket. This is our main CRM software, and we integrate it with Tidio, Facebook, Instagram and other software to have one platform that allows us to respond to any incoming messages from our customers regardless of where they come from.
- Integrate with other platforms
- Easily follow on a conversation and see who has responded what
- Allow internal notes from the team that customers can't see
- Setting it up is really confusing at first
- The suspended filter is not very good at predicting what is spam and what is not
- Sometimes people can't find attached files on our responses
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 27, 2021
Unacceptable customer support
Score 1 out of 10
Vetted Review
Verified User
Zendesk support has been incredibly bad [in my experience] or let's call it impossible. I have tried to contact them around 20 times and 10 out of them have been voice mail to leave a message and they would call back that, of course, does not happen. Around 10 times I have reached them they have promised to find out and call back and never did, they have also hung up and never called back and the funny thing is they also never sent any emails as promised. The only time they were helpful is for sales to sign us up😀 but unfortunately we are unable to use the service useful for the business. That does not seem to interest them a lot:) very ironic is that they sell customer support software, aren’t they using it themselves? How can things like that happen then? They should have tons of unsolved tickets, this is just unbelievable.
- Sales
- I do not know anything else yet:(
- Tracking and reporting
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
We use Zendesk Support Suite as our main HR support for employees across the entire company. It functions as a mechanism to track tickets and support employees via chat, phone, email, self-submitted tickets, etc. We really wanted to have a chat support functionality and Zendesk provided that!
- Chat support and ticketing
- Phone support integration and ticketing.
- Help center with articles for self-service support.
- API is very powerful, but sometimes a bit difficult to utilize.
- Could use more flexibility around building forms for ticket use.
- More flexibility in copy down functionality to sandbox environment would be nice.
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.
Zendesk Support Suite has helped streamline our customer service by offering customer and sales support products which include chat, call center solutions, and knowledgebase modules which help agents track and prioritize support tickets, solve problems efficiently and centralize customer interactions. It has a built-in intelligent routine that ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time.
- Instant features and topic suggestions offer customers a self-service smart knowledge base.
- The custom fields and tags are used to classify tickets for easier tracking and archiving.
- Communication with people across the organization on support issues through private notes.
- There is no option to export data directly into a CSV file.
- Cost is determined per agent so an additional agent means additional cost.
May 13, 2021
Zendesk -Good CRM Starting Point
Zendesk is used by several departments at my company: customer service, IT improvements and international inquiries. It helps us manage globally and stay on top of different projects and improvements. It also helped us set up a good workflow on processing warranty claims for our company globally. In general, we wanted to manage our customer issues in a better fashion and also stay on track with needed website improvements
- It helps several users go in and see progress on different customer issues.
- It helps us tag and track issues to report back on different problems.
- It integrates well with our Google form warranty claim and allows us to process and solve our cases in an efficient manner.
- There isn't a good way to pass long Zendesk emails outside to non-Zendesk users.
- The tagging and sorting isn't the best - we need to do it by country and there's not a super easy way to do this.
- When we integrated Facebook chat, every time we would respond in Zendesk, Facebook wouldn't acknowledge it, making our response times suffer. We ended up disconnecting and continuing to respond directly.
Zendesk was used by a small number of departments within the organization. The business problems it addressed were customer support, customer feedback and also internal project ticket tracking. Customers were able to use Zendesk to send in support requests or problems and incidents to notify our team of the issues so we could address them. They would submit enhancement requests this way as well but with a different set of expectations and SLA guidelines. Internally we used Zendesk to track project tasks and tickets and to document processes and procedures when we would complete these tasks.
- Ticket tracking and logging.
- Customer Support.
- Documentation of tasks and incidents.
- SLA guidelines.
- Automated SLA's would be nice. We didn't have any automation outside of email notification.
- Customer's sometimes had issues with not being able to update ticket metadata themselves such as priority, etc.
- An approval method would have been nice. We would have to use comments from particular parties as 'approval' when moving enhancements and changes between environments. This worked but a more streamlined approach would be good.
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
Sleek and Intiutive Customer Support Package
We currently use Zendesk within our Customer Success and Support Teams, and we utilize the app integration with Jira to track all requests as well. Zendesk solves our Customer Support and tracking needs and helps us keep metrics of pressing issues and concerns. We also use the Knowledgebase integration to help reduce the amount of questions requiring an agent answer.
- App Integration with Jira
- Label/Tab customization
- Reporting and Metrics
- Visual representation of issues
- Attachments
- Macros
- Search
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
We are using ZenDesk Support for our incoming ticket queue. All clients email our support email which ends up in ZenDesk Support. This allows anyone on our team to be able to reply to incoming tickets and help our clients. It allows us to keep the flow of information in one location. The additional integration of apps, such as FreshBooks Time Tracker+ and Watchman Monitoring allows us to handle a bigger suite of issues for clients.
- It's very fast - it's very easy to jump between items.
- Integration with apps from the ZenDesk Marketplace.
- The ability to have triggers happen on specific incoming events makes it easy to track, auto-close, or assign tickets automatically.
- Trigger logic is slightly flawed, but if you figure it out you can use it to your advantage.
- For some reason there is a maximum number of "Views" on the sidebar, which limits how much ticket breakdown can happen.
- There are WAY too many options - making the settings page a little overwhelming.
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.
Zendesk Support Suite is used by our Customer Service and Support Services department. We use the software to ensure that incoming chats and questions from our constituents are assigned and answered in a timely fashion. It's helpful to have a single space to organize and respond to these inquiries. It solves the issue of missed responses or duplicate responses.
- Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
- Zendesk makes it easy for users to indicate if they are available to respond or not.
- Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
- It took some of our customer service staff a bit of time to get familiar with how to forward incoming chats that needed [a] response.
- The cost can be a bit prohibitive as each individual account needs to be paid for.