Zendesk Suite, A User's Perspective
In our organization, Zendesk Suite is our central hub for all things customer support. It acts like our digital command center, keeping …
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…
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Popular Features
- Ticket creation and submission (112)9.292%
- Ticket response (111)8.989%
- Email support (108)8.686%
- Organize and prioritize service tickets (111)8.585%
Reviewer Pros & Cons
- If I get stuck on a ticket, I can easily loop in a teammate for help. We can leave notes for each other right within the ticket, which keeps everythin...
- The reports are useful, but I wish I could customize them a bit more. It would be great to be able to drill down into the data and see specific trends...
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
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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 9.2.
The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(923)Attribute Ratings
Reviews
(51-75 of 150)Companies can't remove reviews or game the system. Here's why
April 24, 2021
ITSM in Medium CX business
- Saving much time in service management activities
April 24, 2021
Zendesk Support Suite - Great ticketing platform!
- Positive impact
- Better customer service
- Better customer service time
April 24, 2021
Good Ticketing Management System
- The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
- Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
- Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
April 23, 2021
Great for small companies
- Increases customer satisfaction rate.
- Increases CS agent productivity.
- Ease of interaction between customer and customer service agents.
April 23, 2021
Zendesk is great for communicating to users
- Zendesk has made it easier for users to reach out to the helpdesk for support
- Made our workflows easier to follow
April 23, 2021
Great solution for small customer service operations.
- Able to quickly manage tickets as they come in
- Able to easily respond to tickets
- Able to alert users when tickets are waiting
April 20, 2021
A great helpdesk solution
- It has helped our helpdesk efficiency a ton. We saw results nearly immediately after switching.
- It has made our job easier.
April 14, 2021
Zendesk the best business ally
- Response times customer service less than 5 minutes
- User satisfaction greater than 95%
- Customer churn less than 1%
March 17, 2021
Zendesk is a great fit for our organization, although we'd like a few more features for the cost
- Accessible pricing to get started.
- Can get expensive quickly to access additional features.
- Licenses for limited users (e.g. sales) are expensive for basic access.
January 22, 2021
A highly configurable, easy to use ticketing system
- Tasks are all being handled by the same agent which gives us ownership right the way through
- All interactions of the tasks are kept together in one place
- Tasks can be easily reassigned to another more suitable agent, escalated or progressed once one part of the task has been completed.
January 15, 2021
Zendesk is a poor product with poor customer support
Score 1 out of 10
Vetted Review
Verified User
- Poor customer experience
- Low initial price that rises after the teaser period
October 06, 2020
Inflexible and Difficult to Use
Score 1 out of 10
Vetted Review
Verified User
- Customer support costs went way up. A rep would spend hours and only be able to handle a couple of tickets.
- Managing customer reps required many extra hours to sort out how to do simple searches and to actually review their performance.
October 01, 2020
Not really for the smaller companies.
- For small teams, it works as expected. Easy to use, relatively easy to configure
- Cost is an issue if you want to have basic HD functionality to include Guide, Chat, etc.
- License price plans are lacking. For smaller orgs, you have to over subscribe to get desired functionality.
August 04, 2020
Stay away from Zendesk!
Score 1 out of 10
Vetted Review
Verified User
- Useless to our org.
- Massive negative financial impact.
Score 1 out of 10
Vetted Review
Verified User
- Wastes a lot of time.
April 30, 2020
Read the fineprint before purchasing.
Score 1 out of 10
Vetted Review
Verified User
- Positive whilst we were using it to track tickets.
February 20, 2020
Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!
- There has been a lot of time spent learning/training and trying to get buy-in internally for Zendesk
- Internal communication about issues has significantly improved and been streamlined
- Our SLA went from 4hrs to under 1hr.
- Our customer satisfaction score is almost constantly 100%.
- Happier customers means more business.
October 30, 2019
Zendesk is an easy to use helpdesk tool
- Helping customers with no delays!
- Working as a team on the issues.
- Zendesk offers multiple advantages for the company, such as increasing productivity and customer satisfaction rates.
- It is an effective comprehensive strategy tool that solves the support service when it comes to attracting and maintaining customers.
- Optimize and organize our customer service process, which makes it an essential tool to attract our customers.
- Zendesk has allowed a more fluid approach to answering emails; organizing them and allowing agents to assign themselves work (or the manager to assign).
- Zendesk allows our online chats to be ticketed for easy access, research, and quality assurance purposes.
- For my team, Zendesk integration allows us to use just one platform to access all we need.
June 20, 2019
Zendesk adds Zen to our team!
- We are able to categorize our workloads to give a better picture of the volume and data.
June 08, 2019
A great tool for small to medium-sized companies who want a robust tool to offer multi-channel support
- Zendesk has allowed us to create a support infrastructure for a relatively low cost, allowing us to spend our money on hiring great agents who work with the tool.
- Integrating other tools into Zendesk is easy and allows our agents to work more efficiently, reducing the touches they perform and the costs associated with that.
March 01, 2019
Nearly perfect customer management software
- Improved customer relations.
- Saves time.
- Great software, no complaints.
February 07, 2019
CSM Review of Zen Desk
- Obviously, we couldn't do the work we do without utilizing Zendesk
- While I don't have the actual numbers- we handled over thousands of tickets in 2018 and were able to keep the Customer updated as we tended to their tickets in a timely manner.