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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
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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 (114)
    9.2
    92%
  • Ticket response (113)
    8.9
    89%
  • Organize and prioritize service tickets (113)
    8.6
    86%
  • Email support (110)
    8.5
    85%

Reviewer Pros & Cons

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Verified User
Manager in Information Technology
Construction Company, 501-1000 employees
Verified User
C-Level Executive in Corporate
Telecommunications Company, 1-10 employees
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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.

7.8
Avg 7.6
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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...
 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

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

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Reviews and Ratings

(925)

Attribute Ratings

Reviews

(26-50 of 152)
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September 25, 2023

Great Software to Support Your Customers

Verified User
Employee in Customer Service
Automotive Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think it is well suited when you are working in a team to keep track of lots of different customers. It works very well when corresponding with customers via lots of emails and phone calls.

I think it will be less suitable if you were to use a different CRM since it gets tedious to use when you are tracking on both systems.
May 12, 2023

Disapointing experience

Verified User
Director in Customer Service
Financial Services Company, 501-1000 employees
Score 3 out of 10
Vetted Review
Verified User
Likelihood to Recommend
If you are a small business that doesn't serve more than 1000 chats a day, preferably in one language, Zendesk might be the service for you. As a B to C company representative, I am not sure if it is convenient for a B to B type. However, if you use it to serve large volumes of customers in multiple languages, expect fast replies and good customer experience as well as solid attention to your issues, or that price, the service is not worth recommending. If you did not yet decide wherever Zendesk is for you, we would advise reviewing other companies.
July 15, 2022

Zendesk is TOP NOTCH!

Channing Lee | TrustRadius Reviewer
Channing Lee
IT Sys Admin
Hashicorp (Information Technology & Services, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
As an IT support communication tool to end-users, Zendesk Support Suite is extremely helpful. The record-keeping abilities [are] top-notch. The searching feature is simple and easy to use. The statistics can give you a good general idea [of] where your colleagues stand in terms of workload, etc.

Zendesk Support Suite as a project tracking tool would not be useful. You really cannot keep collaborative action items organized that well if you were to use this as a project tool.
July 04, 2022

The best tool for ticketing I've found.

Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Wolf-Ekkehard Hindrichs
Solutions Consultant
Parsable, Inc (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
For enterprise-grade ticket managing and customer communication, it is awesome. For feature tracking, it could use some work, because you can end up with a ticket being on hold while it is under consideration; or closed out and then people lose visibility on it while it is in another system.
May 15, 2022

Customer's best support system - Zendesk Support Suite

Verified User
Engineer in Information Technology
Information Technology & Services Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is less costly than other big platforms like Khoros Communities but in the same place, it gives us limited features like user ranks and gamification and limited structural modifications which are currently in demand by the customers. It is great for small userbase communities but it can be better for large userbase communities as well.
November 25, 2021

Zendesk is good value for your money

Verified User
Employee in Customer Service
Public Safety Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk will be useful for companies that are in need of an easy-to-use CRM application. It's very user-friendly and allows users to easily adapt to the workflows within the platform. The integrations with other 3rd party applications are seamless and configurable to the company's needs.
November 24, 2021

Great Way to get Started with CRM software without spending a lot of money

Verified User
Partner in Corporate
Retail Company, 1-10 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is a perfectly good software for a small company that wants a fairly simple solution for CRM that does not require hours of training.

I would not recommend it if you just have one or two team members total, as it might complicate things too much for something that can be done over e-mail, but once your team grows, this is a good option.
November 10, 2021

Zendesk provides a great experience to both customers and agents

Verified User
Executive in Other
Logistics & Supply Chain Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Support Suite would be perfect for small- to mid-sized businesses. The ease of setting everything up, the great uptime, and the intuitiveness of the platform makes it very easy to scale whether you need 10 or 50 agents. I'd highly recommend it especially if you're present in mutliple channels which is the standard these days. For startups, I recommend going the a la carte route. Perhaps Zendesk Support Pro would be enough.
October 27, 2021

Unacceptable customer support

Verified User
C-Level Executive in Product Management
Apparel & Fashion Company, 11-50 employees
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
It could be well suited for companies with 24h customer support. We need tracking for first respond and solving tickets during working hours and Zendesk has not been able to solve this very basic thing in the past 3 months. Otherwise, the tracking does not offer us any value at all.
October 25, 2021

Zendesk is probably the best ticket system out there

Verified User
Employee in Information Technology
Information Technology & Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I like the simplicity of the support flow and the ability for customers to use the self-service portal we've set up for them. As a company offering B2B support, it's valuable for our customers to have a place where they can log in to see all open support tickets and easily track their status. Also, I like the fact that you can select which channels you want to offer support on. We're about to try the Messaging functionality just now.
August 31, 2021

Zendesk - Top-Notch Support

TA
Tomas Aguerrebehere
Supplier Relations Manager LATAM
Expereo (Telecommunications, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

The main scenario where we use Zendesk in the company is when we have any issue with our apps. We go into Zendesk, we create a ticket, and we get a response from whoever is responsible in the next couple of days.

It won't work when you need a solution ASAP, because the ticket you create ends up in a list where you might get the answer really quick or in the next [few] days.

May 23, 2021

Zendesk Support Suite is a great option to change the employee experience!

JG
John Grenz
Sr Analyst, Technology Systems
T-Mobile (Telecommunications, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Support is really helpful and well suited for chat, phone, and email ticketing. It does provide quite a bit of flexibility around configuring and designing, especially in the help center. Some things are ambiguous and you have to work with support. The API is very powerful, so, when suited to a specific use case, it can accomplish many things if desired.
May 20, 2021

Zendesk is great for support, more difficult for sales

TB
Tyler Bell
Manager, Collections
Hudl (Sports, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is great for support teams that are looking to track tickets, respond to user requests via email, and also gain insights into various metrics telling you the effectiveness of both the support representatives and different parts of the product itself. This may have been an internal miss on our end, but in my experience, Zendesk isn't as well suited for teams that are looking for easy organization of user requests based on certain products or features to feed directly to those best suited to answer specific questions.
May 13, 2021

One unified agent workspace to provide better and more personalized customer support

Emily Mok | TrustRadius Reviewer
Emily Mok
Senior Project Manager
BNY Mellon (Financial Services, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
May 13, 2021

Zendesk -Good CRM Starting Point

Verified User
Manager in Sales
Consumer Goods Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is great for small businesses looking to start a CRM system. It's easy to learn and manage with a small team. It works well internationally and most of the integrations work well. If you are a larger company, you may want to look into a more robust platform as the integrations and larger team management features are limited.
May 13, 2021

Zendesk Suite by a power user for customer support

Verified User
Consultant in Research & Development
Computer Software Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk tracks issues and tickets quite well. It provides an easy to use UI for users and customers which means it's not so complicated that there is a large learning curve. It's easy to define the fields needed and to set up a little bit of automation with macros. I would particularly like if there was more automation depending on who submits the ticket and which area or group it needs to be assigned to.
May 07, 2021

Zendesk Support Suite will save you time and money

CN
Chrissie Nelms
Contact Center Manager
Rush Order (Consumer Electronics, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Support has many great features when using it for many clients. The flow is easy and smooth. I think Zendesk Support is the best possible option for our use but I don't believe Zendesk Support is supposed to be used for this function. I have only used Suite's in this manner and it works extremely well.
May 01, 2021

Sleek and Intiutive Customer Support Package

Verified User
Manager in Information Technology
Information Technology and Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Any company that needs to track customer complaints, concerns, or requests would benefit from Zendesk. They ease of use and simplicity it offers is great for any size company. For larger companies, you can track metrics and run reports to see how your Team is doing and what issues/requests are most prevelant. However, if you're looking to track work across multiple departments within the organization or if you're looking to facilitate collaboration within your organization, Zendesk isn't really what you're looking for.
May 01, 2021

Customer service made easier with Zendesk

Adam McCracken | TrustRadius Reviewer
Adam McCracken
Vice President, e-Commerce
JS Products, Inc. (Consumer Goods, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Support Suite is a great option for mid-sized companies. We use it very effectively to communicate with customers on a number of ecommerce marketplaces, including Amazon, eBay, Walmart, Sears, and others. We also use Zendesk now to track some internal ticketing. We do not use it across all departments due to the effort to get all users into it and the licensing costs of doing so.

We appreciate the abilities that the API gives both to internal developers as well as external app developers. The system is very customizable for a team with developers available, but it may be confining if you don't have someone (or a team of someones) that can customize it to your needs.

I know that some companies use it for more call center-like environments, but that is not us. I don't find the talk functionality to be great for call center support, but it can probably be used better than we use it.
April 30, 2021

If you are in IT, you need a ticketing system - that system is ZenDesk.

Justin Esgar | TrustRadius Reviewer
Justin Esgar
CEO/President - 360° IT Consulting, Server Management, IT Security
Virtua Computers Inc. (Computer Networking, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in.

If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.
April 27, 2021

Top Tier Customer Support Tool

Peter Vadelnieks | TrustRadius Reviewer
Peter Vadelnieks
Customer Support and Project Manager
SES-imagotag (Retail, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This is the best option for a support organization. You can interact with customers, you can easily collect data and share that data with other parts of your company. You can have users located all over the planet and they can use Zendesk with ease. You can build multiple channels with ease.
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