Zendesk - how the greatest can fall in the name of "improvement"
We use Zendesk exclusively as a ticketing system for our support clients. It allows us to keep track of multiple tickets spread across …
Starting at $55 per month agent
View PricingOverview
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…
Recent Reviews
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 (111)9.191%
- Ticket response (110)8.888%
- Email support (107)8.585%
- Organize and prioritize service tickets (110)8.585%
Reviewer Pros & Cons
Director of Support Services
TI Tokyo (Information Technology & Services, 11-50 employees)
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
Product Demos
Zendesk Demo: The Basics
YouTube
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
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
- 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
Zendesk Suite starts at $55.
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).
Comparisons
Compare with
Reviews and Ratings
(923)Attribute Ratings
Reviews
(26-50 of 149)Companies can't remove reviews or game the system. Here's why
July 04, 2022
The best tool for ticketing I've found.
Score 10 out of 10
Vetted Review
Verified User
- Besides our actual application, Zendesk is quite literally the most customer-facing application for our business. Customers feel engaged and have transparency.
May 30, 2022
Yikes, run from Zendesk
Score 1 out of 10
Vetted Review
Verified User
- negative ROI due to lack of functionality
- all of their widgets are not integrated
- most hodge podge setup
- It has very positive impact on ROI as it increase customer engagements.
- It helps customers to resolve there queries faster so they use more of the product.
- It helps building trust with the company.
Score 1 out of 10
Vetted Review
Verified User
- It is terrible and we have no support from Zendesk
Score 1 out of 10
Vetted Review
Verified User
- Horrendous in my experience
Score 1 out of 10
Vetted Review
Verified User
- Still, we don't know because we can't use it and nobody is helping us.
November 25, 2021
Zendesk is good value for your money
- It has helped us organize our support team
- It has reduced errors and miscommunication with customers and between agents
- It has cut down our response time
- It allowed us not to miss client's messages that come through Facebook or Instagram
November 10, 2021
Zendesk provides a great experience to both customers and agents
- Correct/actual CSAT from customers
- Availability of reports (automated)
- Short learning curve for agents
October 27, 2021
Unacceptable customer support
Score 1 out of 10
Vetted Review
Verified User
- No impact yet as we are unable yo use it
October 25, 2021
Zendesk is probably the best ticket system out there
Score 10 out of 10
Vetted Review
Verified User
- It makes our employees work efficient
- It makes them work faster
- It has loads of opportunities
August 31, 2021
Zendesk - Top-Notch Support
- Improved ticket opening experience, saving time to look for the correct person.
- Increased solved issues.
- Analyze ticket response.
- This has dramatically improved the employee's experience when needing support. To be able to chat, call, email, and self-service have been a game-changer for employee internal support.
- All HR support teams have the ability to provide support and track tickets for their respective teams, a dramatic improvement over using just email.
- Help center is now the main go-to place to find information everything related to HR.
- It allowed our support team to be fast and effective.
- Gives clear insight into support time for other departments.
- Allowed users to quickly access our Support team via email while reducing phone interactions.
- Customers are able to resolve issues at their own pace.
- Offering personalized experience for each customer.
- The robust out-of-the-box tools help agents and internal teams do their best work.
May 13, 2021
Zendesk -Good CRM Starting Point
- Since we are a global company, it has helped secure sales when we are not available, as we get people answers to purchase in an organized fashion.
- It helps one person deal with CX and warranty issues globally and remotely in our company.
- It has helped us better fix site issues to increase sales.
- It was a low-cost CRM solution for us.
- It helped us gain a SOC certification.
- It gives customers value since it's easy to use and track.
- It involves more manual work to automate some things but once they're set up it's great.
- 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.
May 01, 2021
Sleek and Intiutive Customer Support Package
- Internal collaboration and notes within tickets has cut down on internal phonecalls
- We are able to keep better track of consistent requests or issues
- We do lose track of things occassionally, once ticket numbers reach a certain point, searching on them can be difficult.
May 01, 2021
Customer service made easier with Zendesk
- We are able to respond to all customer needs in a timely manner
- We are able to coach CSR's in their responses through all response channels
- Despite the cost, ZenDesk has become the heartbeat of our company- so the ROI is extensively always growing. As we get more clients, we don't need to increase our ZenDesk costs.
- We had to spend massive amounts of time customizing the system to work properly for us, including managing custom fields, and triggers. A lot of that could have been simplified if ZenDesk allowed for variables in triggers. In the end though, doing this work has increased our actual work time since we could trigger all the non-essential tickets.
April 27, 2021
Top Tier Customer Support Tool
- None.
- Once everyone was up to speed on Zendesk, it has cut down on the number of emails we have to send and helped ensure that we follow up with all constituents.
- Improved customer service.
- A single place to track tickets and thus get data on response time, etc.
April 24, 2021
Zendesk Support Suite is a good product
- The positive impact is that we are able to help our end-users in a timely manner.
April 24, 2021
ITSM in Medium CX business
- Saving much time in service management activities