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What Is Zendesk Suite?

Zendesk provides a modern HR and IT help desk experience that saves time through convenient automations and optimized workflows. Zendesk help desk ticketing software simplifies internal and external support, with 60% of customers seeing CSAT increase and 85% gaining better visibility after implementing Zendesk. Power up your support with software that alleviates common pain points by deflecting more tickets and speeding up resolution times. Choose the smart, scalable support solution.

Who Uses Zendesk Suite?

Over 110,000 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$55.00/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$55.00/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

Zendesk Suite Software - Organize your tickets by
Zendesk Suite Software - Keep a pulse on agent per
Zendesk Suite Software - Get a better sense of how
Zendesk Suite Software - Streamline your ticket vo
Zendesk Suite Software - Contextual workplaces giv
View 6 more
Zendesk Suite video
Zendesk Suite Software - Organize your tickets by
Zendesk Suite Software - Keep a pulse on agent per
Zendesk Suite Software - Get a better sense of how
Zendesk Suite Software - Streamline your ticket vo
Zendesk Suite Software - Contextual workplaces giv

Features of Zendesk Suite

  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Asset Tracking
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • CMDB
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Cataloguing/Categorisation
  • Change Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configuration Management
  • Contact Management
  • Content Management
  • Contract/License Management
  • 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
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • For Insurance Industry
  • Full Text Search
  • Geotargeting
  • Health Score
  • 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
  • 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
  • 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
  • Voice Customisation
  • Voice Mail
  • Workflow Configuration
  • Workflow Management

Zendesk Suite Alternatives

Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier.
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
Cloud-based solution that helps businesses add live chat to websites, use canned responses, share files, and more.
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers. Learn more about HubSpot CRM
HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly.
One app to manage all your customer service channels: live chat, email, social media. Gorgias is a help desk designed for SHOPIFY.
With 15+ years in the agile space, Jira offers teams the top tools and best practices to provide the right foundation for growth. Learn more about Jira
Boost productivity with customizable Docs, Reminders, Goals, Chat & more. Trusted by 800k+ teams. Streamline workflow today!
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer

Reviews of Zendesk Suite

Average score

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

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Oscar
Oscar
Manager in Mexico
Verified LinkedIn User
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk = Great help desk

5.0 3 years ago

Comments: We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Pros:

It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

Cons:

The licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

Alternatives Considered: Zoho Desk

Reasons for Switching to Zendesk Suite: We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it.

John Epok
John Epok
Regional Platforms Lead in Philippines
Verified LinkedIn User
Telecommunications, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Deliver outstanding Customer Experience through Zendesk

4.0 last month New

Comments: Overall still better that the rest out there, they just need to improve further their product roadmap and pricing.

Pros:

- highly-integratable with most customer channels - integratable with external chatbots and internal CRMs through API - seamless ticket life cycle

Cons:

- real-time dashboard is non-configurable - standard bot requires manual learning - pricing: add-ons cost a lot i.e. Advanced Ai, Zendesk Talk

Alternatives Considered: Freshdesk

Reasons for Switching to Zendesk Suite: As an admin, i have been using Zendesk for almost 10 years now hence I’ve built connections already and have established my mastery of the platform.

Jason
CTO in US
Retail, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Worst Support in Industry

3.0 3 weeks ago New

Comments: The service before the sale was exceptional. However, we found out too late that the service we purchased is not the service we were shown. There is no way to get support for the product. Everything costs extra.

Pros:

There is not much that has worked perfectly. The live chat has cut down on our overall customer support time, however the setup was more difficult and the maintenance is more difficult than other solutions. Most of the features that we like either don't operate on all versions of Zendesk or they only work about half of the time.

Cons:

The mobile app is almost unusable. But nothing is as bad as their support after the sale. You will get the excellent communication before the sale and you will be shown every feature Zendesk offers, but after the sale you will find out that there is no way to contact a human for support and all of the features that they showed you are not included and cost ridiculous amounts more. For instance, for us to add AI chat, business hour management and reporting to our account (all of which were included in our demo as part of the plan we were buying) it would more than double our subscription cost on a yearly basis.

Alternatives Considered: Zoho Desk and Intercom

Reasons for Switching to Zendesk Suite: We thought it would integrate better with our current systems. Unfortunately many of those integrations are poorly built or glitchy because Zendesk does not want you to use the integrations they want to upcharge you for their version of the service.

Misty
IT Manager in US
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Zendesk is a good tool to have in your tool kit.

4.0 4 months ago

Comments: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations. The intuitive interface, robust ticket management, and knowledge base features contribute significantly to providing a better customer support experience.

Pros:

The standout feature of Zendesk Suite is its seamless integration of various customer support tools, providing a unified platform for ticket management, knowledge base, and communication channels. This integration enhances efficiency, reduces response times, and contributes to an overall improved customer support experience.

Cons:

One drawback is that the pricing structure of Zendesk Suite can be relatively higher compared to some competitors, which might be a consideration for budget-conscious organizations.

Alternatives Considered: Service Fusion

Reasons for Choosing Zendesk Suite: The software was getting too costly and we needed a better-priced product.

Switched From: Salesforce Sales Cloud

Reasons for Switching to Zendesk Suite: We chose Zendesk Suite over alternative products because of its comprehensive and integrated solution. The seamless combination of ticket management, knowledge base, and communication tools within a single platform offered the efficiency and scalability we needed for our customer support operations. Additionally, the user-friendly interface and reputation for excellent customer support played a role in our decision.

James
Music Manager in Canada
Music, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Steve Rob Music - Zendesk Suite Review

5.0 2 weeks ago New

Comments: Our experience is great, and we are happy to continue using Zendesk.

Pros:

We have used Zendesk for about 3 months. We really enjoy how easy it is to customize branding, add or remove agents, and setup specific policies. We enjoy how we are able to do everything with an easy to use dashboard which has everything all in one place. We also utilize Zendesk on our other platforms, such as our websites, merch store, etc. It's very easy to integrate and our customers enjoy it!

Cons:

Zendesk is very costly, but we were able to get a discount as we are a startup company. I would like if Zendesk had a free plan to begin with. Obviously there would be some limited features unless you upgraded, but it would allow things like web chat or a certain number of agents.