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
(26-50 of 150)Companies can't remove reviews or game the system. Here's why
July 15, 2022
Zendesk is TOP NOTCH!
- Easy to use
- Keeps everything
- Can load up any file to save
- Sorting feature on tickets
- One change can [affect] everything globally
- Statics can be skewed a little
July 04, 2022
The best tool for ticketing I've found.
Score 10 out of 10
Vetted Review
Verified User
- Collaboration
- Email Updates to customers.
- Custom views.
- The custom views cannot be exported to another user, which would be nice for shared accounts instead of recreating them.
- Sometimes, responding to an email is logged as an internal comment when it is meant to be customer-facing.
- Dashboards summarizing tickets.
May 30, 2022
Yikes, run from Zendesk
Score 1 out of 10
Vetted Review
Verified User
- nothing
- at
- all
- support is terrible
- price is high
- they hold data hostage
- Community Development
- Community Theme Selection and Global UI Changes
- Customer Engagement
- User ranking needs to be added and set up easily.
- User Gamification needs to be more structured.
- Need Flexibility in structural changes.
Score 1 out of 10
Vetted Review
Verified User
- Nothing
- Nothing
- Nothing
- LACK OF COMPETENT SUPPORT!
- NO SUPPORT WORTH A DAMN!
- PROCUCT WOULD WORK BETTER WITH ANY KIND OF DECENT SUPPORT!
Score 1 out of 10
Vetted Review
Verified User
- Stealing your money in my opinion
- Scamming you in my experience
- Misrepresentation on product pages I feel
- Not stealing money
- Not lying about free trials
- Not charging customers $500 for 3 hours of use
Score 1 out of 10
Vetted Review
Verified User
- For now, sadly, nothing. We are helpless.
- The customer support. In order to purchase the tool, commercials are present but not for customer support.
November 25, 2021
Zendesk is good value for your money
- Sends personal alerts to your email if a ticket is about to breach SLA
- The GUI is user friendly, clean and organized
- Allows you to filter tickets in different status and create different tabs for each
- Zendesk should have a warning message displayed when a user cannot add new users to the account. It should tell you why you can't, so you aren't left assuming why you are not able to.
- Zendesk is on the higher end of pricing in relation to other CRM solutions
- Integrate with other platforms
- Easily follow on a conversation and see who has responded what
- Allow internal notes from the team that customers can't see
- Setting it up is really confusing at first
- The suspended filter is not very good at predicting what is spam and what is not
- Sometimes people can't find attached files on our responses
November 10, 2021
Zendesk provides a great experience to both customers and agents
- Ease of setting up
- The best agent workspace available for agents
- Great uptime
- Best of class support
- Flexibility in pricing
- A la carte options
October 27, 2021
Unacceptable customer support
Score 1 out of 10
Vetted Review
Verified User
- Sales
- I do not know anything else yet:(
- Tracking and reporting
October 25, 2021
Zendesk is probably the best ticket system out there
Score 10 out of 10
Vetted Review
Verified User
- Very stable
- Easy to use for agents
- Setup is easy to administrators
- it could be more dynamic
- triggers should be more simple
- Automations needs work in Zendesk
August 31, 2021
Zendesk - Top-Notch Support
- Easy to use
- Ticket opening capabilities
- Customizable
- Can't track down the progress of the ticket easily
- Expensive
- Not very good support
- Chat support and ticketing
- Phone support integration and ticketing.
- Help center with articles for self-service support.
- API is very powerful, but sometimes a bit difficult to utilize.
- Could use more flexibility around building forms for ticket use.
- More flexibility in copy down functionality to sandbox environment would be nice.
- Easy way to quickly triage email requests from our customers allowing others within the organization to see the history of their requests.
- Metric tracking: Zendesk allowed us to gain insight into a number of different metrics that we wanted to track for both effectiveness and user experience.
- Status holds: We could keep tickets open for users while hiding them internally as we waited to see if they had any follow-up questions.
- Categorizing: It wasn't easy for us to group requests by issue type within the product itself.
- Organization: There was no way to prioritize requests.
- At times, searching within a broad range was difficult to quickly get results.
- Instant features and topic suggestions offer customers a self-service smart knowledge base.
- The custom fields and tags are used to classify tickets for easier tracking and archiving.
- Communication with people across the organization on support issues through private notes.
- There is no option to export data directly into a CSV file.
- Cost is determined per agent so an additional agent means additional cost.
May 13, 2021
Zendesk -Good CRM Starting Point
- It helps several users go in and see progress on different customer issues.
- It helps us tag and track issues to report back on different problems.
- It integrates well with our Google form warranty claim and allows us to process and solve our cases in an efficient manner.
- There isn't a good way to pass long Zendesk emails outside to non-Zendesk users.
- The tagging and sorting isn't the best - we need to do it by country and there's not a super easy way to do this.
- When we integrated Facebook chat, every time we would respond in Zendesk, Facebook wouldn't acknowledge it, making our response times suffer. We ended up disconnecting and continuing to respond directly.
- Ticket tracking and logging.
- Customer Support.
- Documentation of tasks and incidents.
- SLA guidelines.
- Automated SLA's would be nice. We didn't have any automation outside of email notification.
- Customer's sometimes had issues with not being able to update ticket metadata themselves such as priority, etc.
- An approval method would have been nice. We would have to use comments from particular parties as 'approval' when moving enhancements and changes between environments. This worked but a more streamlined approach would be good.
- Multiple Brands
- Different categories for each Brand
- Ticket sharing for specific Brands
- Specific access level for agents and specific Brands
- Ticket sharing routing to a specific Brand instead of the one landing point.
- Ticket sharing changing status when receiving a reply from the assignee.
- Slight delay when setting a ticket to a specific status.
May 01, 2021
Sleek and Intiutive Customer Support Package
- App Integration with Jira
- Label/Tab customization
- Reporting and Metrics
- Visual representation of issues
- Attachments
- Macros
- Search
May 01, 2021
Customer service made easier with Zendesk
- Provide a large number of methods to interact with customers
- Maintain logs of customer interactions
- Track time spent by agents across many segments, allowing us to see what brands, product categories, and other attributes take the most support effort
- Enterprise pricing includes a number of features we don't need, but we have to pay for in order to get a few key functions
- Text message support is there but limited
- Native chat widget for Vue Storefront is missing
- It's very fast - it's very easy to jump between items.
- Integration with apps from the ZenDesk Marketplace.
- The ability to have triggers happen on specific incoming events makes it easy to track, auto-close, or assign tickets automatically.
- Trigger logic is slightly flawed, but if you figure it out you can use it to your advantage.
- For some reason there is a maximum number of "Views" on the sidebar, which limits how much ticket breakdown can happen.
- There are WAY too many options - making the settings page a little overwhelming.
April 27, 2021
Top Tier Customer Support Tool
- Customer experience.
- Data collection.
- Data reporting.
- Telephone integration.
- Chat.
- Guides.
- Data dashboards.
- Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
- Zendesk makes it easy for users to indicate if they are available to respond or not.
- Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
- It took some of our customer service staff a bit of time to get familiar with how to forward incoming chats that needed [a] response.
- The cost can be a bit prohibitive as each individual account needs to be paid for.
April 24, 2021
Zendesk Support Suite is a good product
- I find that setting up the email feature to create tickets works really well.
- We have also integrated that a ticket can be created from a Slack conversation.
- It is very easy to tell which tickets are new or in Pending status or On Hold.
- I would like to be able to see another tech's ticket queue without having to know the specific ticket number I'm looking for.
- We added the forms feature to have approvers grant permission but if the primary isn't available it doesn't automatically transfer to the secondary approver.
- At this time I can't think of another issue that can be approved.