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…
Zendesk Suite is a great starter ticket support option!
Zendesk - how the greatest can fall in the name of "improvement"
Zendesk Suite in a Couple of Hours
Zendesk - a powerful tool for teams hyper focused on stellar customer support
Has improved a lot on features - but needs to be consistent and be more client-focused.
Zendesk the easiest tool that helped us reach our goal in a blink of an eye!
Get help easier than your 2 minute noodles !!
Software Implementation Specialist
Zendesk: A User's Perspective
Centralise all of your support channels in one tool
Always a good decision with Zendesk!
Zendesk Suite, just the way we need it!
Zendesk makes work easy!
Zendesk is awesome
How Zendesk Suite Differs From Its Competitors
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
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
- 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
Suite Team
$55
Support Professional
$55
Entry-level set up fee?
- Setup fee optional
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
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.5Organize and prioritize service tickets(112) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.2Expert directory(69) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.4Subscription-based notifications(75) Ratings
Users subscribe to notifications for ticket updates
- 8.1ITSM collaboration and documentation(71) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.2Ticket creation and submission(113) Ratings
Users and agents can easily enter new support requests.
- 8.8Ticket response(112) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8External knowledge base(96) Ratings
Customers can self-service by searching through help articles.
- 8.2Internal knowledge base(89) Ratings
Internal knowledge base helps agents answer customers' support questions.
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.
- 7.6Customer portal(85) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.1IVR(36) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 7.3Social integration(67) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 8.7Email support(109) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 8.6Help Desk CRM integration(79) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Zendesk Suite?
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 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
Comparisons
Compare with
Reviews and Ratings
(923)Attribute Ratings
Reviews
(1-5 of 5)Zendesk makes work easy!
- Organization
- Ease of use
- Call transferring
- Clean layout
- Time format
- Being able to customize layout and appearance
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 100%10.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 100%10.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 100%10.0
- Internal knowledge base
- 100%10.0
- IVR
- 100%10.0
- Social integration
- 100%10.0
- Email support
- 100%10.0
- Help Desk CRM integration
- N/AN/A
- Streamlined support
- Faster communication with the team
- Easy interface allows for quick glance throughout the day
- Macros make repetitive emails more efficient
- Client communication
- Employee communication
- Professional outside correspondence
- Internal communication
- Friend/family connection
- Phone call use if lines are down
- Internal communication with coworkers
The best tool for ticketing I've found.
- 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.
- Organize and prioritize service tickets
- 100%10.0
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- N/AN/A
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- N/AN/A
- Internal knowledge base
- N/AN/A
- Customer portal
- N/AN/A
- IVR
- N/AN/A
- Social integration
- 100%10.0
- Email support
- 100%10.0
- Help Desk CRM integration
- 100%10.0
- Besides our actual application, Zendesk is quite literally the most customer-facing application for our business. Customers feel engaged and have transparency.
- Issue Ticketing
- Feature Requests
- Task Requests
- Integration with other systems
- Past search history for shared problems or previous solutions
- Expand use of its analytics
- Search
- Tracking/History
- Setting up a custom view - some of the rules seem uneccessary
- 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
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- 80%8.0
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- 90%9.0
- Ticket creation and submission
- 90%9.0
- Ticket response
- 80%8.0
- External knowledge base
- 90%9.0
- Internal knowledge base
- 90%9.0
- Customer portal
- 90%9.0
- IVR
- N/AN/A
- Social integration
- 90%9.0
- Email support
- 90%9.0
- Help Desk CRM integration
- 90%9.0
- 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.
- 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
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Implemented in-house
- Setting up specific credentials for agents
- Creating categories for different brands
- Integrating specific apps for specific brands
- 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
Zendesk is our hub for knowing our customers and being customer driven in our business
- 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.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 90%9.0
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- 90%9.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 80%8.0
- Internal knowledge base
- 90%9.0
- Customer portal
- 100%10.0
- IVR
- 90%9.0
- Social integration
- 90%9.0
- Email support
- 100%10.0
- Help Desk CRM integration
- 100%10.0
- 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)
- 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.
- 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
- 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.