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
(923)Attribute Ratings
Reviews
(51-75 of 101)Companies can't remove reviews or game the system. Here's why
April 30, 2020
Read the fineprint before purchasing.
Score 1 out of 10
Vetted Review
Verified User
The company was already using Zendesk when I started.
February 20, 2020
Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!
In comparison of tracking tickets, I found Jira to be more confusing than Zendesk. I have not used Jira in many years and I know that others in our organization use Jira in addition to Zendesk. Of all the support platforms, I think Zendesk is the best and most used, which is helpful for creating a consistent interface when people outside of our organization contact our Zendesk users.
Zendesk is a much more powerful tool overall for a similar price.
October 30, 2019
Zendesk is an easy to use helpdesk tool
I haven't evaluated any other.
Zendesk is a customer support tool that offers the best features, is intuitive, dynamic and easy to use. Allows the use of macros to optimize messages to customers. This platform makes it possible to optimize and organize the services we offer to our customers, which are increasingly productive.
June 20, 2019
Zendesk adds Zen to our team!
Zendesk is the best choice for us as a moderate-sized, growing company. Zendesk allows us to track our call volume and easily categorize our data.
June 08, 2019
A great tool for small to medium-sized companies who want a robust tool to offer multi-channel support
March 01, 2019
Nearly perfect customer management software
Zendesk is a good software. It's not perfect but it can be just what a company needs contingent on how they use it and take advantage of what it has to offer. As with anything, the tools are there, it's up to the company to capitalize on its resources to make a better customer experience.
January 12, 2019
RR Zendesk Review
Zendesk is far superior because it can cater to any size company. Also, regardless of which package you purchase, you get to set up a multi-channel and extensive self-service support, which was very beneficial for us. Finally, the self-service portal hosts a rich knowledge base and online communities for FAQ searches, allowing us to not need to constantly contact customer support with a question.
November 05, 2018
Zendesk is a great ticketing system!
Zendesk is currently on par with both of these services in that they are great ticketing software programs but are light in Contact/Sales management. The autoresponder with Zendesk is much easier to implement and customize compared to the other options. The option of the mobile application is a bonus that many of its competitors do not support.
October 10, 2018
One of the best support desk apps money can buy
- Freshdesk and Intercom
We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand.
We use Intercom to engage with customers, however have decided not to use it as our support desk as Zendesk has better ticket prioritisation tools and reporting. However we would consider moving to Intercom if they improved their support desk offering so that our team only had to use one system.
We use Intercom to engage with customers, however have decided not to use it as our support desk as Zendesk has better ticket prioritisation tools and reporting. However we would consider moving to Intercom if they improved their support desk offering so that our team only had to use one system.
September 27, 2018
The art of Zendesk.
There is no comparison between SysAid and Zendesk. They occupy the same space in terms of what function they serve, but they could not be more different in terms of usability. SysAid does not allow you to use the back button in any browser, but instead forces you to use the UI controls or else risk breaking your view and having to restart. While SysAid does have some light project management features, it is ultimately not as user-friendly as Zendesk is across the board, whether those users are end-users or administrators.
September 12, 2018
Zendesk
August 28, 2018
Zendesk is our hub for knowing our customers and being customer driven in our business
At Onshape we have used this from the start but personally I have used a number of tools that were much more a part of the CRM packages like Sage and Zoho CRM and both are lacking in the API, User interface customization and tools that you can integrate. Other systems like Desk and even JIRA Service Desk are more focused on ticketing but the power of integrations with partner applications and services are simply unmatched. If your company has many other systems, some of which may or may not be on the list of integrations, the best part is the API is there as a powerful way to build your systems to talk.
August 22, 2018
The Pros and Cons of Zendesk - A Manager's Perspective
We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
August 07, 2018
Zendesk Review
- Zoho Assist and Freshdesk
Zendesk was the best of the bunch and allowed us the best value for what we were looking for. It allowed us to import data from our other ticketing system and was very user friendly when it came to ticket and email integration. We also were able to setup on our website where people could put in a problem and it would open a ticket for us.
August 03, 2018
Excellent Metrics to Keep Your Support Teams on Track
Not applicable. Zendesk was the only ticketing system we went with (due to my prior experience with it at another company).
JIRA Service Desk is better suited if you need to connect with company's JIRA and internal WIKI (or Confluence).
If you do use JIRA (which many companies do), JIRA Service Desk is a better choice.
I didn't select Zendesk, but rather got it when joine dthe company.
If you do use JIRA (which many companies do), JIRA Service Desk is a better choice.
I didn't select Zendesk, but rather got it when joine dthe company.
July 13, 2018
Zendesk
Zendesk is the only of its kind that I have used so I don’t have anything to compare it to. It was definitely a good introduction.
July 13, 2018
Best scalable support solution
Score 10 out of 10
Vetted Review
Verified User
July 10, 2018
Zendesk top contender for your business!
In my own personal business, I have used Zoho Desk over Zendesk since it is a part of their Zoho One suite of products and it has a tight integration with their CRM. But for larger businesses that can throw some support towards the integrations and want an industry-leading solution Zendesk is definitely something to look at. But Zoho Desk is definitely a contender that small to medium business should consider.
May 11, 2018
Zendesk helps!
I do not remember what the other service ticket product that my other organization used. I do remember that it was not as good and easy to use.
March 30, 2018
Zendesk- the rockstar of ticketing!
Zendesk is by far the superior product here. There is no other ticketing system that is as robust or effective as Zendesk. It is so easy to use and intuitive. Simple and easy to set up and get running for your organization in no time. If you need a ticketing system you must go with Zendesk.