What Is Zendesk Suite?

Zendesk Suite is the customer service solution that is easy to use and scales with your business. On average, companies using Zendesk increase customer satisfaction by 25% and agent productivity by 30% - at any scale. Your customer interactions live in a single interface with features like web widgets, pre-defined ticket responses, and more. Get set up and run quickly. Zendesk Suite includes Ticketing System, Help Center, Community Forum, Messaging, Talk, Explore, and Sunshine Conversations.

Who Uses Zendesk Suite?

Over 160,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

Where can Zendesk Suite be deployed?

Cloud-based
On-premise

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007

Zendesk Suite support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 20 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

Zendesk Suite pricing

Starting Price:

US$49.00/month
  • Yes, has free trial
  • No free version

Zendesk Suite does not have a free version but does offer a free trial. Zendesk Suite paid version starts at US$49.00/month.

Pricing plans get a free trial

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007

Zendesk Suite support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 20 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

Zendesk Suite videos and images

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Features of Zendesk Suite

  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • CMDB
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Cataloguing/Categorisation
  • Change Management
  • Chat/Messaging
  • Client Management
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configuration Management
  • Contact Management
  • Content Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Support
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Dashboard
  • Data Import/Export
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Full Text Search
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR/Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Phone Key Input
  • Prioritisation
  • Proactive Chat
  • Problem Management
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-time Consumer-facing Chat
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Routing
  • SMS Messaging
  • Sales Pipeline Management
  • Self Service Portal
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • VoIP Connection
  • Voice Customisation
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

Zendesk Suite Alternatives

HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers. Learn more about HubSpot CRM
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you.
Gorgias is an all-in-one customer service, customer support, and live chat helpdesk for Shopify, Magento & BigCommerce stores. Learn more about Gorgias
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Drive growth with Sales Cloud 360, the best-in-class sales solution that drives rep productivity on the world's #1 CRM platform.
LiveChat is a complete customer service platform that creates the ultimate customer-centric experience while boosting your sales. Learn more about LiveChat
Over 100,000 customers in more than 120 countries use HubSpot's award-winning software to attract, engage and delight their customers. Learn more about HubSpot Marketing Hub
Cross-channel solution that covers contact center, web, and social aspects of customer service experience.
Intercom is redefining how businesses support their customers using powerful messaging and automation. Learn more about Intercom

Reviews of Zendesk Suite

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.3
Features
4.3
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Ina
Ina
freelancer in Iceland
Verified LinkedIn User
Information Technology & Services, Self Employed
Used the Software for: 1-5 months
Reviewer Source

Very nice customer service and support platform

5.0 2 months ago New

Comments: In my experience, Zendesk Suite is effective platform for managing customer service and support. The platform's user-friendly interface and wide range of features make it easy to track and resolve customer issues.

Pros:

The integration with other tools, such as CRM platforms. One of the best features of Zendesk Suite is its knowledge management tools, which allow businesses to create and share knowledge bases and support documentation with customers and team members. This can be a major time-saver for customer service teams, as it allows them to quickly access the information they need to resolve issues.

Cons:

Depending on the subscription plan Zendesk Suite can be a relatively expensive . It's important to carefully evaluate the features and capabilities of the platform to ensure that it aligns with your needs and budget.

Alan
Sales Manager in Bolivia
Broadcast Media, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Comprehensive and User-Friendly Help Desk Solution

5.0 last week New

Comments: Overall, I've been very pleased with my experience using Zendesk Suite. It offers comprehensive customer service capabilities that are easy to use, making it a great tool for customer service teams. The only downside is the limited analytics capabilities, which can make it difficult to measure the success of customer service initiatives.

Pros:

Zendesk Suite is an excellent help desk solution that provides comprehensive customer service capabilities. I appreciate how easy it is to customize the platform to fit my business's specific needs. The user interface is intuitive and straightforward to use, making it a great tool for customer service teams. I can quickly configure ticket routing, automate mundane tasks, and create personalized customer experiences.

Cons:

One downside of Zendesk Suite is the limited analytics capabilities. While it does provide basic reporting tools, it lacks more advanced analytics features. This can make it difficult to measure the success of customer service initiatives.

Darryn
Sales Quality Assurance in South Africa
Marketing & Advertising, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk, your one stop CRM

3.0 last week New

Comments: It has been the the most extraordinaryy.

Pros:

I love the Sales Pipeline and call centre or telephony side together with being able to log tickets and monitor status of queries. All so easy to use. Zendesk save money and time. I'd strongly recommend it..

Cons:

Learning all feature to get most value of this software

Stefanos
Customer Service Manager in Greece
Retail, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk Suite offers Comprehensive Support Solutions

5.0 3 weeks ago New

Comments: We have been using Zendesk Suite for several months now and are very pleased with the results. The platform is easy to use and configure, and the reporting tools allow us to quickly identify areas where our customer service can be improved. The cost of the platform is quite steep, but we feel it is worth it given the comprehensive features and support solutions it provides.

Pros:

Zendesk Suite offers a comprehensive suite of support solutions that make it easy to manage customer inquiries. The platform is extremely configurable, allowing for custom workflows and automation to be tailored to the exact needs of the business. The reporting tools are excellent and provide insights into how customer requests are being handled, allowing for proactive problem-solving.

Cons:

The initial setup of the platform can be time-consuming and complex, especially for businesses with a large customer base. The platform can also be expensive for businesses with a limited budget.

Ahmed
Ahmed
Founder, Biomedical Engineer & Data Scientist in Egypt
Verified LinkedIn User
Information Technology & Services, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

Revolutionizing Customer Support with Zendesk Suite.

5.0 2 weeks ago New

Comments: Our experience with Zendesk Suite has been extremely positive. The software is intuitive and easy to use, making it simple for our team to efficiently handle customer inquiries and concerns. The Ticket Management feature, in particular, has been incredibly impactful, allowing our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.The Sales Pipeline Management feature has also been a valuable asset, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility.Integration with other applications and services has been seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support. The reporting and analytics feature provides valuable insights into customer behavior and preferences, allowing us to make data-driven decisions.Zendesk Suite has been a valuable asset to our company, helping us to improve our customer support and resulting in a positive customer experience. It's also worth noting that Zendesk Suite's customer support is top-notch, they are always available to assist and answer any questions, and they constantly release updates to improve the software.

Pros:

- The software is highly intuitive and easy to use, allowing our team to quickly and efficiently handle customer inquiries and concerns. - The Ticket Management feature is particularly impactful, as it allows our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.- The Sales Pipeline Management feature is also very useful, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. - The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility. - The integration with other applications and services is seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support.

Cons:

- One thing that could be improved is the customization options for certain features such as Customizable Forms, while they do provide some level of flexibility, it could be beneficial to have more options to tailor it to specific needs of the business. - The Reporting/Analytics feature a bit complex and difficult to navigate, and it might be beneficial to make it more user-friendly.

Alternatives Considered: Salesforce Service Cloud, HappyFox Help Desk, Freshdesk, Zoho Desk and TeamSupport

Reasons for Switching to Zendesk Suite: Zendesk Suite was chosen over other alternative products because it offered a comprehensive solution that met our specific needs and requirements for customer service and support, and it has a great balance of features, pricing, and customer support.