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 (114)9.292%
- Ticket response (113)8.989%
- Email support (110)8.787%
- Organize and prioritize service tickets (113)8.686%
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
- 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
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They are complimentary, we use both, as each has its own features.
November 10, 2021
Zendesk provides a great experience to both customers and agents
- Freshdesk and Kapture CRM
Zendesk Support Suite might be pricey but the cost definitely outweighs numerous benefits. Other platforms focus solely on the customer but what our organization likes about Zendesk is that it not only aims to provide a great experience for the customer, it also keeps in view the actual agents working on the tickets. The design of the agent workspace is well thought out that agents spend less time looking for tickets to work on and instead can focus on resolving issues of the customers.
October 25, 2021
Zendesk is probably the best ticket system out there
Score 10 out of 10
Vetted Review
Verified User
Servicenow is a very expensive ticket system, and Zendesk follows up better for price, simplicity, and configuration wise. We switched from ServiceNow because it does not deliver many opportunities for our business and employees. We really like using Zendesk for a daily driver, and it helps us get better customers.
August 31, 2021
Zendesk - Top-Notch Support
We have switched from Zendesk to Service Cloud in order to align our support and Sales departments.
Zendesk Support Suite turns huge volumes of support data into opportunities, leads, and market insights on its own and helps users leverage this data to nurture long-term relationships with their customers. It integrates with popular CRM solutions like Zoho CRM and HubSpot Service Hub so that the data collected in Zendesk is consolidated and used to develop marketing campaigns.
May 13, 2021
Zendesk -Good CRM Starting Point
We were directed right to Zendesk for our size and price point. We chose it for its integrations and lower cost introduction. We didn't test other platforms as we knew we wanted this low-cost option.
I haven't used any others personally or professionally but my company did look into all options before purchasing the suite. I'm not sure what all was looked at but I know it came down to the features we needed and the price of the software suite. From a user perspective we had all the features we needed and could implement most of what we wanted.
While using Desk.com we were only able to use one client per account. We migrated over to Zendesk Suites so we could have an unlimited amount of clients in one portal. This has been a game-changer for our company. While Desk.com had great reporting and capabilities for tags, categories, etc, it didn't meet our expectations because we were not able to have more than one account in the same portal.
May 01, 2021
Sleek and Intiutive Customer Support Package
Zendesk has a more simple and modern look and feel while ServiceNow seems less intuitive and more antiquated. Zendesk has a better UI and sleeker design. Zendesk fits our company's needs, serving both the external and internal customer.
May 01, 2021
Customer service made easier with Zendesk
I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
April 27, 2021
Top Tier Customer Support Tool
Zendesk is the gold standard and Salesforce is lightyears behind. It is such an inferior product and it's only being used because SF ropes/tricks people into using it because their sales organization is already using SF. Zendesk is so easy to use and Salesforce requires hiring someone whose sole purpose is to maintain Salesforce, this is the opposite of what Zendesk does.
April 24, 2021
ITSM in Medium CX business
April 24, 2021
Zendesk Support Suite - Great ticketing platform!
Dell services tech portal. Not as efficient - hard to use and learn - impacted customer service times - hard to set up - hard to understand.
April 24, 2021
Good Ticketing Management System
I haven't really personally used any other systems, but I have been a heavy end-user of some others, where I have logged into the portal to track my tickets. That said, I can't really compare ease of use for the back end, since issues I've encountered in other systems could just as easily been an issue with staffing/training at the company.
April 23, 2021
Zendesk is great for communicating to users
Zendesk is used in conjunction with ConnectWise Manage to communicate to us in our ticketing system. Zendesk has more features than Spiceworks, and I believe the increased cost justifies itself. The ability for our users to text in to the ticketing system makes it easy to communicate when they do not have access to their email.
April 23, 2021
Great solution for small customer service operations.
I have not personally evaluated other products.
April 20, 2021
A great helpdesk solution
- ServiceNow
It's as good as ServiceNow. Zendesk was selected mainly based on price and performance.
March 17, 2021
Zendesk is a great fit for our organization, although we'd like a few more features for the cost
Zendesk is more user-friendly than Salesforce Service Cloud, although Salesforce Essentials has very attractive pricing for including both the sales and service components. Freshdesk is a strong alternative, but we ended up going with Zendesk given its industry-leader status.
January 22, 2021
A highly configurable, easy to use ticketing system
I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own branding on it which looks very professional to the end user.
January 15, 2021
Zendesk is a poor product with poor customer support
Score 1 out of 10
Vetted Review
Verified User
- HubSpot Service Hub and Intercom
We selected Zendesk due to the low initial price. Big mistake. After the teaser period, Zendesk became the most expensive option. We also considered Hubspot's Service Hub and Intercom. We did not choose Intercom merely because all of our competitors use Intercom and we wanted to appear different--perhaps we should not have turned this into a disadvantage. After using Zendesk for a period of time, we decided to move on and ultimately selected Hubspot's Service Hub. So far our support and sales teams are happy with the transition.
October 06, 2020
Inflexible and Difficult to Use
Score 1 out of 10
Vetted Review
Verified User
I initially selected Zendesk because it advertising Shopify integration, but that turned out to be useless and we ended up having to do searches by hand in Shopify, taking more time per ticket.
I've used Freshdesk for several years with a previous company and switched to that again and it just works. The Freshdesk Shopify integration is also saving a bunch of time, so it's a great value.
I've used Freshdesk for several years with a previous company and switched to that again and it just works. The Freshdesk Shopify integration is also saving a bunch of time, so it's a great value.
October 01, 2020
Not really for the smaller companies.
We moved from Freshservice to Zendesk due to a larger group in Tech wanting to integrate better with Jira. This imposed a significantly higher monthly cost. While it worked well for the teams using Jira, it was a steep cost increase for the HD Group.
Once the larger teams moved off and into Wrike, the ability to reduce our bill for the needed agents was minimal, and we are over subscribed to retain KB.
Once the larger teams moved off and into Wrike, the ability to reduce our bill for the needed agents was minimal, and we are over subscribed to retain KB.
Score 1 out of 10
Vetted Review
Verified User