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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 (109)
    9.1
    91%
  • Ticket response (108)
    8.8
    88%
  • Email support (105)
    8.5
    85%
  • Organize and prioritize service tickets (108)
    8.4
    84%

Reviewer Pros & Cons

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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

8.1
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

7.9
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.

7.9
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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security

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 9.1.

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

(923)

Attribute Ratings

Reviews

(76-100 of 147)
Companies can't remove reviews or game the system. Here's why
Carmen Johnson | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • The ability to track progress on customer support requests in one ticket reduces time spent with back and forth communications.
  • Unfortunately the lack of historical insight increase handle time, which negatively impacts overall service time.
Nikhil George | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Overall, I would say Zendesk has had a very positive impact on ROI. If we tried to use free tools to manage support tickets, we would lose visibility of tickets, lack prioritisation, double handle tickets, misplace attachments/details and miss out on ticket reporting.
September 27, 2018

The art of Zendesk.

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Saves an enormous amount of time by centralizing communication based on issue, rather than having to lean on users to pay close attention to email AND phone AND chat services that your company may use. It feels like a one-stop shop for help, rather than sending a request into the abyss and waiting to see if someone hears you.
  • Provides multiple options for connecting with users through chat, phone, or screen share (with app plugins like TeamViewer). This keeps tickets focused and helps users contextualize the troubleshooting, which generally makes for quicker resolution time and quicker response time.
  • Simple to understand leaderboards and metrics allow higher levels of analysis for team efficiency, individual contributions, and trending issues. This helps teams create documentation on common problems to store in the end-user knowledge base and identify pain points across the user base.
Lou Gallo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Zendesk allows us to manage a large influx of customer created tickets, auto generated tickets, customer success and technical service tickets with a very small core group of support agents. (able to ramp our tools instead of our headcount)
  • In our case 40% of our support can be solved in one transaction with the user because we have been able to integrate a number of tools to allow the user to submit screenshots and markup with detailed descriptions, extract their local system data and be able to send them on their way with a solution fast. (Quality submissions reduce the number of back and forth with the customer)
  • Zendesk is one of the special ingredients to our very high rated support response time. (Fast through put)
Nathan Sichilongo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Using Zendesk has given our managers a more holistic view of the support desk process. Prior to this, most managers did not have any way of tracking or reviewing support desk resolutions.
  • Zendesk has improved our ability to handle customer queries. We are now more organized and aware of what channels our customers use to communicate with us and can handle more queries more effectively.
  • Our cost per support staff vs profit per supported user has been reduced. Previously we paid 30% more for subscription fees but with Zendesk, our cost has been cut and productivity has been increased across teams.
July 13, 2018

Zendesk

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • It's been absolutely essential for maintaining a positive customer experience. We use it everyday for communicating with our customers.
Jamin McBain | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • As I was not the business own this may not have pertained to me, however I saw a huge improvement with our customers satisfaction. Before Zendesk there were plenty of request that that were overlooked because of the volume in which we would receive requests.
  • I believe the integration with other applications worked very well. Not only this but it was easy to teach others on the team about the intervention or notice when something was not correct.
  • I really enjoy the mobile app. It helped a whole lot when I could not get into the office and had to answer a urgent question from a customer.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • No negative impact on my business thus far. Only positives! It has allowed us to cater to our customers fast and easy through support tickets and make our service offering run extremely effectively. Better service has led to better customer experience and more deals!
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Tickets are easy to create and manage so nothing gets lost. Makes customers happy. Also, you can set SLA's for different tickets types to make sure you stay compliant.
  • Zendesk might be pricier than other tools.
  • Easy to manage internal requests as well which helps our own employees.
Greg Larsen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Positive Impact: We have more visibility into our customer support process than ever before
  • Positive Impact: Our sales reps are getting more involved in customer success and caring more about their clients post sale
  • Positive Impact: We have been able to integrate internal systems to get rid of data and knowledge silos
Adam Hanneman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Zendesk allows our support agents to accurately respond to customers in a very efficient manner.
  • It gives us in-app chat capabilities which significantly cut down on ticket quantity.
  • The ability to sort out what the most common problems our customers run into gives us a lot of insight into how to design our product.
Debbie Marshall | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Has helped us to improve our service to our existing customers, provide reports on ticket numbers and response times.
  • As the company has taken on more customers we have been able to add to the FAQ and video tutorials to help resolve issues without agents having to personally get involved.
  • We have integrated into our CMS so we get the whole customer journey in one place.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Positive - We can track emails and similar threads all on 1 ticket, which is increased our productivity and efficiency.
  • Negative - Due to limitations of the CC field, it has become a huge learning curve to use this new system in replacement of email support, costing us additional training resources.
  • Negative - Because analytics makes it hard for our Business Intelligent unit to integrate into their system, it has become a lot of manual work, and this costs us more resources to support his manual process.
  • Positive - Chat support efficiency and SLAs have improved due to the ease of chat transcripts, client history access, and transferring capabilities, saving us money on client support.
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