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About Zendesk Suite
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large.
Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images.
Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Zendesk Suite includes the following products: Ticketing System, Help Center, Community Forum, Messaging, Zendesk Talk, Zendesk Explore and Zendesk Sunshine Conversations.
The Zendesk Suite is offered in five different plans depending on a companies need. These plans are: Team, Growth, Professional, Enterprise and Enterprise Plus. Connect with Zendesk to see which plan is best for your business.
Zendesk Suite pricing
Zendesk Suite does not have a free version but does offer a free trial. Zendesk Suite paid version starts at US$55.00/month.
Starting Price:
US$55.00/month
See pricing details
Free Version:
No
Free trial:
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Zendesk Suite Reviews
Feature rating
5 reviews of 3,954
View all reviews
Christiane
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
5
Ease of Use
3
Customer Support
5
5
Reviewed on 28/2/2021
A lot of features and fast and easy to use ticket system
Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.
Pros
Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers.
It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information,
Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.
Cons
It can be very complex/difficult at certain point due all the features that they offer.
Reasons for Choosing Zendesk Suite
Because we were trying to find a more customizable option :)Switched From
Salesforce Sales Cloud
Pat
- Industry: Music
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4
4
Reviewed on 1/9/2023
Efficient and practical: Great but a bit pricey
Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.
Pros
Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.
Cons
Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.
Oni
- Industry: Professional Training & Coaching
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 3/9/2024
Good helpdesk tool with many features
As well, it saves me so much hassle concerning the enhancement of the workflow. Issues can be handled and resolved a lot quicker adding to the satisfaction of both myself and my clients.
Pros
It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.
Cons
It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.
Mai
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Weekly for 1+ year
-
Review Source
Value for Money
3
Features
3
Ease of Use
4
Customer Support
3
3
Reviewed on 22/8/2024
A good tool overall, however too ugly and outdated user interface
Pros
That it is easy to use and it's easy to log customer complaints tickets
Cons
That Zendesk has such a simple and ugly user interface and GUI
James
- Industry: Music
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 14/5/2024
Steve Rob Music - Zendesk Suite Review
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.
