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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%
  • Email support (110)
    8.7
    87%
  • Organize and prioritize service tickets (113)
    8.6
    86%

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

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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

8.3
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 7.7
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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 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

(924)

Attribute Ratings

Reviews

(76-100 of 152)
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February 07, 2019

CSM Review of Zen Desk

Verified User
Employee in Customer Service
Computer Software Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you need a support hub, Zen Desk could work wonderfully for you. It has worked well for us as our support hub, where customers can either log in and look at the history of their tickets or just enter a new ticket. We couldn't function as well as we do without it.
January 15, 2019

Is Zendesk What You're Looking For? Try a Demo and see is what I say.

Kenyata Garner | TrustRadius Reviewer
Kenyata Garner
Customer Service specialist/Hotel Specialist
River Spirit Casino Resort (Retail, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is good for startup companies and mid-sized companies in my personal opinion. It provides the tools needed to ensure the customer is taken care of. It even provides a history of what pages your customer has visited on your site prior to chatting, etc., which is the perfect guide to customer service as it bridges the gap between the questions asked and the answers needed. This lowers the frustration and miscommunication on both ends.
January 12, 2019

RR Zendesk Review

Ron Rothstain | TrustRadius Reviewer
Ron Rothstain
Resume Coach
The Job Sauce (Higher Education, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
  • Zendesk does a great job at constantly improving their product, listening to their customers, and releasing new features to make their customer's jobs easier and better. From their basic ticketing support, to live chat, talk, and even guides, they really have it all under one roof. They have good tutorials and a pretty active community to get help from if you need it. While support typically consists of straight-forward communication, there are times when incorporating additional agents in real-time would be helpful in more of a live chat setting as opposed to the "email" template where most communication takes place. That's not to say collaboration in ZenDesk is impossible, as that's not the case at all, but it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).
January 11, 2019

Zendesk is incredible for small teams managing many customers.

Andrew Murphy | TrustRadius Reviewer
Andrew Murphy
Director of Marketing
TEDxStJohns (Entertainment, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk works really well for eCommerce. When talking with potential customers or actual customers, Zendesk lets us address their needs quickly and effectively. I have also used it for hardware products and it is amazing for creating installation guides and resources for use-case examples etc. for customers.
December 06, 2018

Zendesk manages varied requests

Verified User
Director in Quality Assurance
Higher Education Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Well suited for high volume requests on a range of topics. For example, our internal tools teams use it for over a dozen tools we use, where the requests need to be routed to different groups within the company. It it less appropriate for 1-1 communication between the same party on the same topics.
October 30, 2018

An Honest, End-User Review of Zendesk

Carmen Johnson | TrustRadius Reviewer
Carmen Johnson
Senior Customer Success Manager - B2B
Bound (Computer Software, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
October 10, 2018

One of the best support desk apps money can buy

Nikhil George | TrustRadius Reviewer
Nikhil George
Support Manager
Spotlight Reporting (Computer Software, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is great for large organisations. It has all the large and enterprise features that might be required such as SSO, white-labelling and data management. It's a great product what will scale with a business and very reliable. Downtimes are very rare. Smaller businesses could likely get by using other support desk tools which are much cheaper.
September 27, 2018

The art of Zendesk.

Verified User
Administrator in Information Technology
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great for time tracking and work distribution. Project management would be a little tougher, being that I am more used to listing milestones and progress in a variety of graphical ways that I am unaware exist in Zendesk. Aside from that, it allows for a high level of collaboration by providing options for CCing others, showing who has worked on a ticket through an audit trail, and even showing who is actively working a ticket in real time.
August 28, 2018

Zendesk is our hub for knowing our customers and being customer driven in our business

Lou Gallo | TrustRadius Reviewer
Lou Gallo
Team Member
Onshape Inc. (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
From the small to large business, there is very little I have found that is not possible with Zendesk. If there are tools you need to integrate with, they have it and what they might not (which is rare) you can build it either right inside of the Zendesk platform or use the API to extend it into every corner of the business. The biggest part of integrating a support tool is making sure that it does the basics very well and allows you to expand into where you are going. From supporting one single use case to multiple business segments and keeping it all tied together so integration to other platforms that are in use is all there. I also like the fact they have a nice low end package that allows for ticket sharing which can be a great way to get your partners to have an option to share tickets with them when you have shared customers.
August 22, 2018

The Pros and Cons of Zendesk - A Manager's Perspective

Nathan Sichilongo | TrustRadius Reviewer
Nathan Sichilongo
Copperbelt Manager
Dotcom Zambia (Consumer Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is a great support tool for handling support tickets for small to medium size service-oriented organizations. It is more suited towards email and web with limited functionality for social media. If you run a small support team (say 3-15 people) Zendesk is worth the money. There are some features that may work for larger organizations but the need for customization and apps make it difficult to justify unless your profit per supported user is higher than the cost.
August 07, 2018

Zendesk Review

James Mcbride | TrustRadius Reviewer
James Mcbride
User Experience Manager
Clarity Voice (Telecommunications, 11-50 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited for a company with a customer base that will frequently call/email in. It helps organize the tickets and great place to find the information you might need. It is great to be able to pull up a customer and see their past complaints, who worked them, and if are they resolved or not.
August 03, 2018

Excellent Metrics to Keep Your Support Teams on Track

Verified User
Director in Sales
Financial Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is well suited if email is the main way your customers communicate with you - it allows you to organize and assign them to appropriate people. However, we mainly work internally with third-parties to resolve conflicts when our customers come to us. Our customers often go to the sales reps, the sales rep pass the issue to the sales support staff, and the sales support staff inputs the ticket manually, attaches the appropriate party and resolves it from there. For tracking how we solve internally, it wasn't the greatest.
August 01, 2018

Zendesk is the best.

Jesse Brightman | TrustRadius Reviewer
Jesse Brightman
Head of Customer Success
stensul (Internet, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is the industry standard in helpdesk/bug/ticketing resolution for customer service and experience. It is easy to implement, and even easier to use. There is a strong emphasis on data for my team, and Zendesk allows us the reporting functionality to look at our current metrics and how we can improve.
July 13, 2018

Zendesk

Verified User
Director in Customer Service
Consumer Electronics Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I'm a fan but have a few reservations. I would like to try something like Intercom in the future to see if that works better for our company needs.
July 13, 2018

Great Introduction for anyone with an online Retail Store

Jamin McBain | TrustRadius Reviewer
Jamin McBain
Digital Ad Operations
Gamut. Smart media from Cox. (Marketing and Advertising, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
As far as setup, Zendesk is very user friendly. If this is the first program to use as an administrator I do not forsee you running into much trouble roc set your team up with an account & teaching them best practices.
July 10, 2018

Zendesk top contender for your business!

Daniel Coburn | TrustRadius Reviewer
Daniel Coburn
Director
Lendio (Marketing and Advertising, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Larger support organizations can benefit from Zendesk. But for many something like Zoho One with their help desk solution would suffice. If you are a larger business and want a dedicated help desk solution Zendesk is a must look at option for you. If you are a smaller startup or just getting started with CRM etc., look at Zoho One as well.
May 11, 2018

Zendesk helps!

Farah Noor | TrustRadius Reviewer
Farah Noor
Academic Affairs Director
College Track (Education Management, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited when you are working at an organization that has sites across America. It helps because our HQ houses the main data technology people and so when we have requests it can streamline the way we get our requests answered. I feel like it would not be suited for an organization that does not have many people or where it's so small that you can just talk to the person who can help you.
March 30, 2018

Zendesk- the rockstar of ticketing!

Verified User
Employee in Sales
Computer Software Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is a must-have solution for any organization that has a sales team of a customer service team that will be supporting their current clients. It is great for tracking, submitting tickets and overall management of clients and customer population. Less appropriate for companies who do not sell a product that other people buy.
February 28, 2018

The best tool on the market... for a reason.

Verified User
Program Manager in Professional Services
Information Technology and Services Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk is really great and I've been using it for a few years now. It helps us communicate with clients and internally to solve technical requests and it works with multiple channels. It's easy to brand with your company's styles and it has mobile apps to resolve tickets on the go. It may not be the best to handle project management tasks but it was not built to do that.
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