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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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How Zendesk Suite Differs From Its Competitors

Customer Experience

The help documentation is great, I generally hate using help documents to get answers to problems and questions I have, but ZenDesk makes it very easy. A simple Google search will pull up their documents and screen shots and clear instructions are almost always found for the questions and problems …
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Customer Experience

The help documentation quality could be improved on. It would also be nice if our assigned rep would follow up with us more frequently on how Zendesk Suite is treating us and what we would like to see improved.
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Customer Experience

I have used Zendesk support. Despite having to go as far as recording a video of my issue, the help desk representative claimed they couldn't replicate my issue and closed the ticket. Long time requests from Zendesk users such as markdown tables continue to be ignored for years whilst completely …
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Customer Experience

It is really easy to do it with Zendesk Suite, the new messaging app is just a breeze once you set it up, you can go between channels without the customer even knowing.
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Customer Experience

Zendesk has always been an advocate of self-help hence there is a ton of documentation shared for customers. In the event whereby assistance is needed then there are options - directly liaising with support/premier support. Premier Support (mind you that this is a subscription service) works …
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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 (113)
    9.2
    92%
  • Ticket response (112)
    8.8
    88%
  • Email support (109)
    8.7
    87%
  • Organize and prioritize service tickets (112)
    8.5
    85%

Reviewer Pros & Cons

View all pros & cons
Verified User
C-Level Executive in Corporate
Telecommunications Company, 1-10 employees
Verified User
Employee in Information Technology
Paper & Forest Products Company, 51-200 employees
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Pricing

View all 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
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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

8.2
Avg 7.9

Self Help Community

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

8.1
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.

8.1
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 Integrations

Zendesk Suite Competitors

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
whistic readyRead Zendesk's Security Report on Whistic Security Network™

Zendesk Suite Downloadables

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 9.2.

The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(923)

Attribute Ratings

Reviews

(1-23 of 23)
Companies can't remove reviews or game the system. Here's why
August 28, 2018

Zendesk is our hub for knowing our customers and being customer driven in our business

Lou Gallo | TrustRadius Reviewer
Lou Gallo
Team Member
Onshape Inc. (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Business Processes Supported
  • Responding to feedback from users (ticket handling)
  • Integration into our bug tracking software to keep both the user and our development team on issues that are pending. This also allows us to close ticket once we push updates that address these issue on our service. Closing the loop from submission to closure is key.
  • Integration into other systems we already use like JIRA, Salesforce and other utilities like Slack and CloudApp.
  • Extensibility with Add on apps and the Apps Framework for adding in and building custom tools inside of Zendesk, mostly for agents.
  • API for automating Zendesk.
March 10, 2015

Zendesk review

Jonathan Hatch | TrustRadius Reviewer
Jonathan Hatch
National Operations
Florida Blue (Marketing and Advertising, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Business Processes Supported
  • We use Zendesk to manage our inbound customer service inquiries. We have 80 markets and a national market. Often times, due to user error, tickets are sent to the wrong market. With Zendesk, we can quickly assign the ticket to the right market or simply handle it with a Macro.
December 09, 2014

Love benchmarking capabilities.

Verified User
Director in Customer Service
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Business Processes Supported
  • Online product support – submission and resolution of support requests via online tickets. We use it in lieu of Salesforce.com cases (our CRM) which is used as the product support system by the other product group at our company.
  • Client self-service via forums, community. We use it in lieu of Lithium, which again is used by the other product group at our company.
  • Client submitted feature requests. We use it in lieu of Salesforce.com Ideas, which is used by the other product group at our company.
October 05, 2013

Zendesk from the bottom up.

Adam McCurdy | TrustRadius Reviewer
Adam McCurdy
Tools Engineer
New Relic, Inc. (201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Business Processes Supported
  • We use the API to integrate our core app with Zendesk so that tickets are created automatically when we see actionable conditions in our app.
  • We have subject teams that have their own views and lanes for support.
  • We use the API to report on performance and other action items.
July 09, 2013

Couldn't do without it!

Taylor Wielage | TrustRadius Reviewer
Taylor Wielage
CFO/Director of Application Development
New Horizon Software Technologies, Inc. (Computer Software, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Business Processes Supported
  • Zendesk allows companies to manage the flow of customer service and support inquires and makes sure that incidents get attention until resolution.
  • The Forums feature allows companies to build a knowledge base of content that is forward facing and searchable, allowing customers to proactively answer their questions on their own. This feature can also be used to help train employees and co-workers on support/customer service related chalenges and procedures.
  • Automations & Triggers can be used to manage workflow of tickets and send relevant auto responses to customers who've asked questions.
November 12, 2012

Awesome product. Great UI.

Verified User
Director in Customer Service
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Business Processes Supported
  • The main goal is customer service – to maximize customer satisfaction to the greatest extent possible. After any intervention with customers, by phone, email or via a ticket, we send out a short survey asking if they are satisfied with the response they received. Before we started using Zendesk, our metrics were terrible. Zendesk allowed us to tweak our processes and focus on the right things so that now the customer satisfaction metric is around 90%
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