Zendesk Suite in a Couple of Hours
I strongly think that Zendesk Suite is the best way to go if you are a small to mid-size organization that needs any kind of ticketing …
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 (110)9.191%
- Ticket response (109)8.989%
- Email support (106)8.686%
- Organize and prioritize service tickets (109)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
- 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 9.1.
The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(922)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
October 05, 2023
Zendesk makes work easy!
ZSS allows my team and I to effectively connect with clients, while keeping all correspondence for that person in an easy-to-access file. We use call, SMS, and email for all of our clients so it's super important that we have a reliable system to do that from. It also addresses the ability to effectively store and organize correspondence.
- Organization
- Ease of use
- Call transferring
- Clean layout
- Time format
- Being able to customize layout and appearance
100%
10.0
100%
10.0
75%
7.5
- Streamlined support
- Faster communication with the team
- Easy interface allows for quick glance throughout the day
- Macros make repetitive emails more efficient
5
Founder: Boss, makes all of the business decisions, like what software we use Admin Manager: Spends the most time on Zendesk and filtering out important tickets for all of the agents 3 Agents: Use Zendesk for keeping effective communication with clients and making sure information is sent and received on time.
5
We don't have anyone that specifically supports Zendesk in a technical sense, but our admin manager is the one that is usually on Zendesk when agents are taking clients or updating files. She fields tickets, communicates internally with the team, and is able to make our jobs so much easier!
- Client communication
- Employee communication
- Professional outside correspondence
- Internal communication
- Friend/family connection
- Phone call use if lines are down
- Internal communication with coworkers
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.
- Integrations (Aha, Jira, Email).
- Customer communication.
- Ticket tracking by status and date.
60%
6.0
N/A
N/A
60%
6.0
- Besides our actual application, Zendesk is quite literally the most customer-facing application for our business. Customers feel engaged and have transparency.
I prefer Zendesk, though I find engineers are often in Jira. Zendesk is, in my opinion, far easier to navigate, but that might just be my personal preference and comfort with the application. Both maintain a history/record of who and what, but I think Zendesk is more intuitive, and I like that I can interface directly from the email with it.
30
Primarily customer support staff, but it is also used by pre-sales and customer success -- sales, too, but to a much lesser degree and more for monitoring tangentially
1
Head of Support
- Issue Ticketing
- Feature Requests
- Task Requests
- Integration with other systems
- Past search history for shared problems or previous solutions
- Expand use of its analytics
No
- Search
- Tracking/History
- Setting up a custom view - some of the rules seem uneccessary
Yes
Pretty well -- I definitely prefer the web interface, but I have made use of my phone for zendesk. It makes searching harder though.
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.
- Multiple Brands
- Ticket Category
- Multiple agent access levels
70%
7.0
90%
9.0
72%
7.2
- Able to add multiple functions for one client in one platform (email, chat, SMS).
- Expensive for clients joining suites with us instead of signing up for a $19 service themselves.
- Time management at its finest everything in one portal.
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.
22
We have agents and supervisors as well as project managers working in Zendesk Support Suite. We use Suite for helping customers, clients, and general communication within the company. We have been able to streamline all of our communication and provide a better customer experience. In addition to providing a better customer experience, we are saving money by using one platform for all of our communication.
22
We are using Zendesk Support Suite throughout all of our departments that are customer facing. We have everyone from entry level agents to CEO of the company using Zendesk Support Suite. We are using Support Suite for all of our communication with our clients and customers. It provides an amazing experience for all involved.
- Streamline
- Save money in using one portal and paying for one portal
- Better communication within the company
- Better customer experience
- Multiple brands allow us to add as many clients as needed
- Training docs all in one platform
- Robust reporting
- Sharing our Zendesk account with other additional Zendesk accounts
- Multiple brands
- Integrate Shopify
Yes
We replaced with standard Zendesk, Desk.com and Intercom.
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
The most important factors for us to purchase Zendesk Support Suite was the ability to use multiple brands in one platform.
We would not change a single thing in our selection process. We made the perfect decision for our company needs.
- Implemented in-house
Yes
We started with adding agents then adding brands. We added one brand at a time and got everything secure and tight before adding the next brand.
- Setting up specific credentials for agents
- Creating categories for different brands
- Integrating specific apps for specific brands
We purchased premium support because we want to make sure we are getting as many uses out of Zendesk Support Suite as possible. If we think of something we would like to have, we reach out to support and our request is always granted.
No
Zendesk provides exceptional support every time we reach out to them. We never ask for anything easy, if we want to see a change or push the platform to its limits, we are given the time needed for our ask.
- Creating a new brand
- Importing new email addresses
- Social media and other app integration
- Categories for specific brands
- Reporting for tags
- Setting up restricted credentials for agents
Yes, but I don't use it
August 28, 2018
Zendesk is our hub for knowing our customers and being customer driven in our business
We use Zendesk to manage our inbound technical support, account support, technical services and requests from our contact page for communicating with users. We gather how to, bug reports and improvement requests from our users and are able to solve issues and track requests through a variety of systems we have integrated with. It is the central hub of how we interact with our customers when they reach out. In addition to traditional ticketing, we use to to tag users for early visibility testing in various areas of our product as well as a portal to our entire company to view and see tickets related to issues we may be solving in other areas of our business. Management, Development, Customer Success, Sales, Marketing, Quality Assurance, and even with our trusted partners, Zendesk is how we measure and organize all of our communications from our free, paid and educational users.
- Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
- API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.
- They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
- We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
80%
8.0
85%
8.5
96%
9.6
- Zendesk allows us to manage a large influx of customer created tickets, auto generated tickets, customer success and technical service tickets with a very small core group of support agents. (able to ramp our tools instead of our headcount)
- In our case 40% of our support can be solved in one transaction with the user because we have been able to integrate a number of tools to allow the user to submit screenshots and markup with detailed descriptions, extract their local system data and be able to send them on their way with a solution fast. (Quality submissions reduce the number of back and forth with the customer)
- Zendesk is one of the special ingredients to our very high rated support response time. (Fast through put)
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.
100
Everyone from our support staff, development, operations, quality assurance, sales, marketing, management, customer success and technical services. This is essentially our entire company and with our Enterprise licensing we can have anyone have view access to tickets. This allows us to grant access to any teams where customer input is key to making positive changes to how we do business. Pre and post sales access to this conduit of feedback allows us to impact all employees and get everyone behind the customer-first attitude.
1
I run our support team and all the tools that we provide to our users and our agents around support. The system was easy to configure to fit our business and it is easy to expand to allow for bringing in other departments when there is a need for them to communicate with users. In addition to this, the best part is the ability to build automation that talks to Zendesk via the API and a number of ways for Zendesk to automate downstream based on triggers. Knowing that no matter the situation, Zendesk can be expanded to fit the need allows me to focus on users and not the system we use. Most skills required are all in the UI and then if you want to develop, Rest API skills and Javascript are helpful.
- 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.
- 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.
- Custom integration built on top of their current JIRA integration allows us to keep both Zendesk and JIRA up to date and know how many customer tickets are attached to a JIRA issue. This continuous sync allows us to close the loop with users when bits are live on our service.
- Our forum is also integrated into Zendesk so we can pull tickets from our forum into Zendesk and provide technical assistance when we need to take something off line.
- Integration of our public voting site, which allows us to track users that are voting for improvements without having to submit tickets on their own.
- It could expand to other groups as we grown to manage their business segment of tickets.
- Having the API there is always new things we do to automate either ticket creation, update or communication to our users that are started from other tools in our organization
- The sky is the limit.
We use Zendesk as our internal IT help desk application to support over 1,000 employees and to support users of our public facing website. Zendesk has significantly improved our communications as an IT team. Specifically, it streamlines the escalation of issues, hand offs to other staff for resolution, and more importantly...it provides me as the IT Director a view into the issues that are trending within our organization.
- Integration with third party applications - We love that ZenDesk integrates with so many other tools we use as an IT Support Team. This helps us readily access everything we need from one vantage point.
- Workflow. IT help desk lives and dies by how well you can manage the workflow of issues. Both the desktop app and mobile app are extremely easy to use....allowing our staff to access and respond to issues efficiently. ZenDesk also allows us to capture 'internal' comments between our staff without exposing those to the end-user. We love keeping all of our notes together in one place.
- Automation - ZenDesk has some incredible tools to automate workflow. Both their automations and triggers help us to route and escalate certain types of issues based on the contents of the emails coming in from end users.
- ZenDesk does offer a knowledge base tool, but it is very limited. It would be great if you could lock down the knowledge base site based on incoming IP address so it could be used as an internal knowledge base without requiring your staff to login. It would also be great if ZenDesk had lower cost user license just for the knowledge base so it could be used for other purposes beyond the ticketing system.
- At the 'Regular' account level, some reports are available, but they are awkward and very limited.
- It's a little pricey.
- Increased resolution time.
- Increased capacity has helped us defer hiring more support technicians to handle the volume. We are handling 620+ tickets a month with only 3 employees.
- Increased visibility for me as the IT Director. I much more equipped to monitor issues that arise and jump in where needed.
- TSC2, Kace, JitBit Help Desk and Spiceworks
No comparison to TSC2. We used it years ago and it was very limited (no automation, customizations, etc). We used Kace for 3 years and hated it as a support desk solution. It was great for asset inventory, but that was all. Spiceworks was just too busy to look at. JitBit was a close contender for us, but we liked the feature set and integrations that ZenDesk provided. JitBit is great if you have a tight budget.
13
ZenDesk used by 13 IT team members to respond to the desktop needs of our staff and website visitors. Currently, we are supporting 1300+ users across six locations in our metro area. We average around 627 tickets a month.
Since ZenDesk is cloud based solution, we spend zero time managing or supporting the software itself. If we have a problem, we just submit a ticket to ZenDesk support or read their support forums (which are highly helpful)!
- IT Desktop Support
- Project Support
- IT Change Management
- We use tickets to assign tasks so capture specific IT processes, information, reports, etc that are required by our auditors each year. So when the time comes for our annual audit, I search on the appropriate tags to get the information I need.
- Well....believe it or now, I have actually seen how ZenDesk may be leveraged as a tool to handle requests for our church members for prayer, hospitial visits, or death notifications. These are all life situations that require a response from our church and often involve the communications of multiple members of our staff. Some of the language (like ticket) is impersonal; the functionality does overlap quite a bit.