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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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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 (109)
    9.1
    91%
  • Ticket response (108)
    8.8
    88%
  • Email support (105)
    8.5
    85%
  • Organize and prioritize service tickets (108)
    8.4
    84%

Reviewer 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

8.1
Avg 7.9

Self Help Community

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

7.9
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.

7.9
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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security

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 9.1.

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

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Reviews and Ratings

(923)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
Adam McCurdy | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • The product's API is really responsive and pretty robust in it's endpoint offerings.
  • The ability to work in multiple views/lanes for our team is paramount.
  • Automations are heavily used.
  • It is quite slow in the new interface.
  • There are bugs with the new interface.
  • There is some feature regression with the new interface.
  • Sometimes the alert that another user is viewing the ticket breaks.
  • Our SLA agreements are spot on and easily tracked with Zendesk.
While Zendesk does some things really well, it falls short in important areas.
141
All of support, and some sales contacts.
150
  • 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.
We had an in-house solution that became a burden to maintain.
We picked Zendesk because of mutual corporate benefits, and it was a familiar SaaS offering.
  • Implemented in-house
Zendesk will do a ton of things, but you have to ask "what problem am I actually trying to solve", when looking at all the features.
  • Online training
  • In-person training
  • Self-taught
I do ask my agents to learn the product organically and find their own workflow. I do expect them to ask questions when they hit roadblocks so that I have the opportunity to train them.
However, in the new UI, DOM elements are off the table and this is a feature regression.
Yes
We are open minded. If we don't know the answer we will ask for help.
Personal account reps are a great plus. However the community support is a bit open ended and not helpful at times.
Most of our agents pick it right up. But there is a larger than desired population of our team that has serious problems with the UI.
Downtime does happen. but not that often.
The new UI is really slow at times.
  • New Relic's core app.
  • Salesforce in a more robust format than their official app.
Pretty easy the entire time. Our account reps are generally accessible.
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