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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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How Zendesk Suite Differs From Its Competitors

Customer Experience

The help documentation is great, I generally hate using help documents to get answers to problems and questions I have, but ZenDesk makes it very easy. A simple Google search will pull up their documents and screen shots and clear instructions are almost always found for the questions and problems …
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Customer Experience

The help documentation quality could be improved on. It would also be nice if our assigned rep would follow up with us more frequently on how Zendesk Suite is treating us and what we would like to see improved.
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Customer Experience

I have used Zendesk support. Despite having to go as far as recording a video of my issue, the help desk representative claimed they couldn't replicate my issue and closed the ticket. Long time requests from Zendesk users such as markdown tables continue to be ignored for years whilst completely …
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Customer Experience

It is really easy to do it with Zendesk Suite, the new messaging app is just a breeze once you set it up, you can go between channels without the customer even knowing.
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Customer Experience

Zendesk has always been an advocate of self-help hence there is a ton of documentation shared for customers. In the event whereby assistance is needed then there are options - directly liaising with support/premier support. Premier Support (mind you that this is a subscription service) works …
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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 (113)
    9.2
    92%
  • Ticket response (112)
    8.8
    88%
  • Email support (109)
    8.7
    87%
  • Organize and prioritize service tickets (112)
    8.5
    85%

Reviewer Pros & Cons

View all pros & cons
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

View all 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
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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

8.2
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

View all alternatives
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Reviews and Ratings

(923)

Attribute Ratings

Reviews

(1-25 of 29)
Companies can't remove reviews or game the system. Here's why
March 23, 2024

Zendesk - a powerful tool for teams hyper focused on stellar customer support

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Support Rating
8
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request.
October 02, 2023

We love this software

AM
Angela Matteson
operations executive
Credit Suite (Financial Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
I love their support, its easy to see and use and in my experience has been fast and affective at helping me come to a solution that helps. I love the ability to open a quick chat window within the software that has real people ready to help with whatever issue I am experiencing.
August 04, 2020

Stay away from Zendesk!

Verified User
Director in Product Management
Hospital & Health Care Company, 11-50 employees
Score 1 out of 10
Vetted Review
Verified User
Support Rating
1
For some reason we couldn’t cancel service in the portal like everyone else but when we reached out to our account exec they said that too bad we had to pay thousands to renew an extra year based on a shady practice in their MSA. It’s just a terrible service. Stay away.
February 20, 2020

Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!

Verified User
Administrative Assistant in Other
Religious Institutions Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
I have never worked directly with Zendesk support, but when I have asked the people in my organization who do, they have always gotten back to me quickly with solutions to my questions/problems. When I have requested features be adjusted in Zendesk by the managing user, these changes are made quickly, even when I know the managing user does not know the answer off the top of her head. This tells me that she is able to get the answers she needs to solve the issue promptly.
October 30, 2019

Zendesk is an easy to use helpdesk tool

Verified User
Account Manager in Customer Service
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
I remember having a couple of issues in the past and I know that they have been addressed immediately. As for timing on those tickets really important for us to get our customers back, I do not remember having delays on the Zendesk side if we had any "fire drill" situation.
September 21, 2017

Relax with Zendesk

Kevin Pearce | TrustRadius Reviewer
Kevin Pearce
Director of support and services
Hypori (Computer & Network Security, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Support Rating
10
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
December 09, 2014

Love benchmarking capabilities.

Verified User
Director in Customer Service
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Support Rating
8
I hold them to an incredibly high standard as they are a customer service company. They are very responsive and usually solve stuff pretty well. Their typical response is 4 hours or less (business).
October 10, 2013

A quick word from Teavana on Zendesk

Shane Swor | TrustRadius Reviewer
Shane Swor
Customer Service Manager
Teavana (Food & Beverages, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Support Rating
9
The tools at your disposal with this system are limited to how much you set limits yourself. It ties to every social media platform, your website, provides live chat, video capture, knowledge base to allow customers to help themselves before/while contacting you. As far as customer service, it's fast, and allows you to provide quality customer service.
September 22, 2013

Zendesk is an amazing tool for customer service but SalesForce is tough

Rob Sherman | TrustRadius Reviewer
Rob Sherman
Vice President of IT Solutions
Industry Intelligence Inc. (51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Support Rating
6
One of my associates spent considerable time trying to get the Salesforce integration to work and had real difficulty. He expressed a lot of frustration with the way the integration was working (or rather not working). I don't believe he ever got someone on the phone to really help him work out the problems for a smooth integration. Since this was new for us, it was easier to just shift gears into a Desk.com implementation.
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