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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 (113)
    9.2
    92%
  • Ticket response (112)
    8.8
    88%
  • Email support (109)
    8.7
    87%
  • Organize and prioritize service tickets (112)
    8.5
    85%

Reviewer Pros & Cons

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Verified User
C-Level Executive in Corporate
Telecommunications Company, 1-10 employees
Verified User
Employee in Information Technology
Paper & Forest Products Company, 51-200 employees
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Pricing

View all 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
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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.

8.1
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.

8.1
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...
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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

(925)

Attribute Ratings

Reviews

(51-75 of 151)
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April 24, 2021

Zendesk Support Suite is a good product

Verified User
Technician in Information Technology
Computer Software Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Support Suite is well suited for creating tickets via email. It makes it fast and easy for the end-user. For tickets that I close and the end-user replies with a thank you for your help. The ticket re-opens instead of staying closed. This could actually show up as a re-opened ticket if not monitored by management.
April 24, 2021

Zendesk Support Suite - Great ticketing platform!

Lochan Kalicharan | TrustRadius Reviewer
Lochan Kalicharan
Desktop Support Specialist
Mount Sinai Health System (Medical Practice, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Would highly recommend this suite to colleagues and other departments that would benefit other departments that have similar needs. Ticket creation and organization [are] a very big part of the draw to the software and allows us to work with users in [a] very efficient manner.
April 24, 2021

Good Ticketing Management System

Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer
Alicia Barevich, bCRE, bCEE
Database Administrator
The Blake School (Primary/Secondary Education, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
From my experience with other ticket tracking systems, Zendesk Support Suite is one of the better ones. That said, it's not magical enough to replace email for those of us who have fewer, larger "tickets" with a smaller pool of end-users. I support the databases, and while we occasionally get questions from any constituency, the vast majority of my tasks are complex and from a core group of database users who don't use Zendesk Support Suite regularly.
April 23, 2021

Zendesk is great for communicating to users

Verified User
Manager in Information Technology
Computer & Network Security Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Support Suite is well suited for larger organizations that require a lot of information to be stored in one single place. The way we utilize it, we are able to have all of the user's contact information, as well as what Time Zone they are in. It is very customizable in that we can attach a certain subject line to emails that go out that will link to other ticketing systems.
April 23, 2021

Great solution for small customer service operations.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
There are many great features in Zendesk [Support Suite], and using it to support customers from many different companies, sorted by their company and ticket status is easy. It's also very searchable.

Where it could use some improvement is personalizing individual users' experiences a bit more. Company admins really shape what the individual can do.
April 14, 2021

Zendesk the best business ally

Jorge Guevara | TrustRadius Reviewer
Jorge Guevara
Lider Servicio al Cliente
ePesos (Financial Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is a great fit for front-to-back customer service, as well as great on-boarding for sales and lead tracking.

Zendesk has to be the first tool you have in your organization, it is very complete and as your business develops, Zendesk will be able to satisfy your organizational needs, it has world-wide experience in customer support.
March 17, 2021

Zendesk is a great fit for our organization, although we'd like a few more features for the cost

Taylor Chapman | TrustRadius Reviewer
Taylor Chapman
Founder and CEO
Ballparc (Information Technology & Services, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk excels at workflow management for tickets and customization options needed in more complex organizations. It lacks a bit in providing a full suite for smaller customers with simple features like customer satisfaction surveys only available in pricier editions. Its knowledge base is full-featured, but the default themes are a bit basic.
January 22, 2021

A highly configurable, easy to use ticketing system

Sam Othman | TrustRadius Reviewer
Sam Othman
IT Systems & Telephony Administrator
Ignite Travel Group (Airlines/Aviation, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We have been slowly using it to try to migrate mailboxes out of Outlook and into Zendesk to allow for better and easier management of support. It is great for small tickets but not so good for project management. We use it in conjunction with Jira. If someone submits an issue that is bigger than a quick fix, we use Zendesk to create a Jira task and handle the rest of the project through that. We can then link all other Zendesk instances of the problem to the same Jira task.
January 15, 2021

Zendesk is a poor product with poor customer support

Verified User
Professional in Social Media
Animation Company, 51-200 employees
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
We started using Zendesk because we went from client support being a part of one person's time to a dedicated person to multiple people. In retrospect, this was not a smart selection, as we found the interface and agent user experience to be poor (and Zendesk's support to be slow and not particularly helpful).

Zendesk is great if you are getting it for free and do not really care about the experience your customers have interacting with your company. If, on the other hand, you want to present your company and your products professionally, I highly suggest you look past Zendesk. Ultimately, I would not consider buying Zendesk in the future.
October 06, 2020

Inflexible and Difficult to Use

Verified User
General Manager in Engineering
Computer Hardware Company, 1-10 employees
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
If you have a very simple need to just log emails or phone calls without a workflow then it worked fine as long as your requirements are dead simple.

They promised integration with Shopify and that never worked. The ticket workflow system couldn't be modified. The online solution database was useless and we couldn't use it. Typically you'd create a database of responses to quickly answer common questions, but the idiotic feature to insert the responses was so difficult to use we ended up having to use a separate window and then copying and pasting everything. It took twice as long as the system we switched to.
October 01, 2020

Not really for the smaller companies.

RR
Robin Reinhardt
Assoc. Dir. IT
HotChalk (E-Learning, 51-200 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Basic subscription is fine for a single org implementation, such as HelpDesk only. If you are a small company that just needs a ticket tracking system, this will work.

However, if you want to be full service and include the Guide or other common HD tools, the price can get steep. Most common HD tools are an add on feature with Zendesk.
August 04, 2020

Stay away from Zendesk!

Verified User
Director in Product Management
Hospital & Health Care Company, 11-50 employees
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Just don’t use Zendesk. Find another service. They will force you to pay thousands upon thousands if you decide to cancel service. It’s just not worth the hassle. The irony that a customer service company is bad at customer service is an incredible reason to shy away from using Zendesk.
May 25, 2020

Zendesk is a customer support platform that offers terrible customer support

Verified User
Executive in Corporate
Internet Company, 11-50 employees
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Zendesk is great if you like to fight an uphill battle with customer support from your customer support tool. Zendesk is great if you want to have countless windows and tabs open to offer support. Zendesk is great if you wish to see an example of a terrible user interface for a web-based product.
February 20, 2020

Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!

Verified User
Administrative Assistant in Other
Religious Institutions Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is a great solution for managing a lot of requests coming into a department or multiple departments. The internal communication features are extremely helpful for resolving issues. However, if you don't have a dedicated team of people who have bought it and are very familiar with the product, training and getting people to like Zendesk can be challenging. The user interface is not always intuitive and can be particularly difficult for less tech-savvy users. I recommend Zendesk for more internal use and communication among an early adopter demographic.
November 27, 2019

Zendesk is a must if you are running a business that provides any sort of support

Verified User
Engineer in Information Technology
Education Management Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is a great solution for companies and organizations looking to provide excellent customer service as it allows customers to submit support tickets and get immediate help. From the organization perspective, it allows management to track SLA and customer satisfaction and intervene if or when necessary to meet their goals.
October 30, 2019

Zendesk is an easy to use helpdesk tool

Verified User
Account Manager in Customer Service
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is an excellent solution for helpdesk purposes. It will allow you to be on top of all of your tickets so no customer issue will slip through the cracks. Sometimes one user starts with the ticket and can take weeks to solve the issue. However, Zendesk will allow assigning that ticket to the same person so there is no miscommunication. It is also very easy to assign tickets to a specific person because you know that person will be the best to respond to that ticket.
August 13, 2019

Zendesk promotes an optimal and efficient relationship with our customers

Emely Foster | TrustRadius Reviewer
Emely Foster
Sales and Marketing Manager
Raypak (Machinery, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk allows to reduce considerably the time spent with the customer and interest them in new products. The integration of multiple channels allows us to have our entire website, social networks and email communication in one place. What makes more efficient attention and support that is offered to the client.
July 09, 2019

Zendesk is an easy one-stop platform for your electronic communication needs!

MJ
Michael Jacobson
Manager E-Services
Step Up For Students (Non-Profit Organization Management, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is great for handling electronic communication, especially email. It doesn't handle online chat per se but easily integrates with other software to make the Zendesk platform the only one you'll have to open to work. It creates tickets, allows agents to follow up when necessary, or re-route to appropriate agents or departments.
June 08, 2019

A great tool for small to medium-sized companies who want a robust tool to offer multi-channel support

Verified User
Team Lead in Customer Service
Consumer Electronics Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is great for small- to medium-sized companies that expect fewer than 1500 tickets/inquiries per week. It's especially great for small startups looking to create an out-of-the-box solution to offer customer support at an affordable price. Zendesk doesn't do very well when you have over 1500 tickets/inquiries a week. But once you get to that many inquiries, your company will be larger and ready to evaluate other solutions.
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