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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

For the most part, Zendesk offers a user-friendly interface. Common tasks like finding tickets and updating information are straightforward. The Zendesk Guide (their knowledge base) has a wealth of articles and tutorials covering a wide range of features. This is helpful for finding answers to …
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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 (112)
    9.2
    92%
  • Ticket response (111)
    8.9
    89%
  • Email support (108)
    8.6
    86%
  • Organize and prioritize service tickets (111)
    8.5
    85%

Reviewer Pros & Cons

View all pros & cons
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Pricing

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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
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
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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
May 11, 2015

Best Online Ticketing System!

Douglas Mauro | TrustRadius Reviewer
Douglas Mauro
Founder / Senior Engineer
TruePath Technologies Inc. (Information Technology and Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Pros and Cons
  • Customers can easily sign up and open a ticket with our helpdesk.
  • Reading, editing, updating tickets is super easy online and on phone client.
  • Reporting features are a bit (just a little) limited. It would be nice to create Salesforce-style reporting where we could pick and choose more fields, criteria, etc.
Likelihood to Recommend
Our services are driven by this tool. When we work we *must* have a ticket. This allows us to track ourselves but also show the customer what we've been doing for them.
Return on Investment
  • Time and money! One place to go and see open tickets/issues and one place to send customers to get help.
Business Processes Supported
  • Online ticketing system on which our customers can sign-up, log a ticket and get FAQs and other docs.
Likelihood to Renew
10
We have had ZERO issues with this product (minus the small needs around reporting). Customers love it (never a complaint) and our helpdesk learned and uses this with ease.
Products Replaced
Some open source package that we installed on our web server.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Rating
10
We did this ourselves and were very happy with what we got. I feel as though we're using the software to the full potential and are not leaving anything on the table.
Training Types Used
  • Online training
  • Self-taught
Online Training
9
Lots of good info, videos and docs on using this software. I like that they easily identify which version the feature is for.
Ease of Zendesk Suite Training
It's worth it to take at least 10min to watch a couple of quick start guides.
Product Configurability
9
Premium Support
No
They don't offer this.
Support Rating
10
We opened a ticket around reporting and got a timely response. Didn't get the answer we wanted but they were very helpful.
March 12, 2015

Great, easy to implement and use support platform.

Larry Deckel | TrustRadius Reviewer
Larry Deckel
Director Technology Training & Support
Points of Light Foundation (Non-Profit Organization Management, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
It is used by our technical support team at Points of Light Digital to support our HandsOn Connect Volunteer Management solution, an app built on the Salesforce platform.
Pros and Cons
  • Very flexible system for managing support tickets to be handled by agents in different queues or different specialties.
  • Gives a very easy and polished user experience.
  • Tech support for enterprise customers has been very good and responsive.
  • Some of our earlier concerns have been addressed by recent upgrades to Zendesk. They continually improve their system.
  • The ability to unsubscribe former users to forums isn't obvious or easy, and that results in a lot of bouncebacks that result in suspended tickets. We'd like to see a feature where 'x' number of bouncebacks automatically unsubscribes users.
  • We'd like to see the ability to fully customize the default agent user dashboard.
Likelihood to Recommend
I think Zendesk is the best support platform for an organization that has a lot of customers and a need to be able to analyze and track their support requests and agent performance.
Return on Investment
  • Able to process and handle a large number of support requests efficiently and without losing information.
  • We have a 99% satisfaction rating from our customers on our level of support.
  • We are able to track metrics and performance easily with zendesk reporting features.
Alternatives Considered
Did not find other viable candidates that were as quick to implement and deploy as Zendesk. Salesforce has all the same power, but requires you to build out your support system.

We are now considering a migration to Desk.com as it provides greater integration with Salesforce, and is simpler than setting up a case management system natively in Salesforce.

Personally however, I prefer the ease of use of Zendesk to Desk.com
Business Processes Supported
  • Used to support a large client base using our salesforce-based volunteer management application "HandsOn Connect"
Likelihood to Renew
9
Very happy with the overall functionality and it meets our needs well.
Products Replaced
No
Wanted an easier to implement, easier to use experience for customers.
Key Differentiators
  • Product Features
  • Product Usability
The ease of use of deploying zendesk was the reason we initially selected it for our support platform.
Evaluation Lessons Learned
The cost of Zendesk has risen significantly since we first signed on. If I was looking for a new support solution, I might have to reevaluate the cost of the investment versus less refined, but more affordable solutions like Desk.com
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Rating
9
We still are using the 'classic' version of Zendesk - and haven't fully migrated to the 'new' Zendesk ticket management system. This is in part because we make heavy use of the forums which aren't as well supported in the new interface.
Training Types Used
  • Self-taught
Ease of Zendesk Suite Training
Yes. Most of it is intuitive - and there are online training resources and help to assist with more complex matters.
Product Configurability
9
I think Zendesk has a nice balance of configurability. For a person skilled with .css and code there is a lot of flexibility in building the front end of the site.

On the admin side, one can easily create custom views and setup layouts of tools and extensions to the agent interface.

There are still some limits however. The automatic dashboard that is displayed to agents cannot be configured away from its default layout at the present time. So if you don't want to use the native dashboard, you will have to tell your agents to ignore it and use a custom view instead. You cannot set a custom view to be the default dashboard that shows up when you log into the agent interface.
Premium Support
No
Premium support comes included with the enterprise edition - but I've found all levels of support to be helpful.
Support Rating
9
Very responsive to open support tickets and issues. Phone support as well.
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
Pros and Cons
  • Zendesk cuts down on time spent responding to customers through the use of automatic replies and macros.
  • Zendesk removes the clutter of having all inquiries in your inbox by having them routed to the Zendesk inbox instead.
  • Allows for creation of a customer service portal that is customizable.
  • Ticket creation gives customers peace of mind that their request is being addressed.
  • Metrics allow management to identify areas where customer service efforts can be improved.
  • I honestly have no complaints about Zendesk.
Likelihood to Recommend
Return on Investment
  • We are increasing customer satisfaction and retaining more customers. Prior to using Zendesk, we had no way to measure customer satisfaction but we knew that our customers were extremely unhappy.
  • We have increased our response times, which makes the customer happy.
  • We have satisfaction surveys with true measurable metrics.
Alternatives Considered
UserVoice. We chose Zendesk over Uservoice because we just thought that Zendesk fit in better with our company. It was possibly a little simpler as well.
Users and Roles
90
Senior Management - Benchmarking, reporting, etc
Area Managers - Responding to customers, addressing issues.
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.
Likelihood to Renew
10
I am extremely satisfied with this product. I am working on getting it for my newest company. It can help with many issues that they face, especially workflow.
Products Replaced
We were not using anything prior to Zendesk.
Implementation Details / Implementation Partner
  • Vendor implemented
Implementation Rating
10
N/a
Training Types Used
  • Online training
Online Training
10
They were knowledgable and thorough!
Product Configurability
10
Premium Support
No
All support was included with our subscription.
Support Rating
10
Great. I only had to call on them twice and they helped me out very quickly.
Usability
10
It is easy to use. There is nothing complicated. I trained all 80 of my area managers is 1 day and provided updated, tips, and changes regularly.
Reliability and Availability
10
We had no delay in implementing the product once our account was setup.
Performance
8
There is always room for improvement, but overall, the product is great.
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