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 Software - Zendesk Suite create new articles
Zendesk Suite Software - Zendesk Suite dashboard
Zendesk Suite Software - Zendesk Suite ticket management
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Zendesk Suite Software - Zendesk Suite dashboard - thumbnail
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Zendesk Suite pricing

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

Starting Price:
US$49.00/month See pricing details
Free Version:
No
Free trial:
Yes

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Zendesk Suite Reviews

Feature rating

Value for Money
4.2
Functionality
4.3
Ease of Use
4.3
Customer Support
4.3
5 reviews of 3,439 View all reviews
Oscar
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/9/2021

Zendesk = Great help desk

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.
Stacey
  • Industry: Consumer Services
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
2
Ease of Use
3
Customer Support
1

4
Reviewed on 22/12/2022

Zendesk is robust and customizable, but....

Mixed bag. We definitely have a love hate relationship with this software.

Pros

Robust reporting, customizable to fit your needs.

Cons

To be the largest and most popular support software in the industry, their customer support is TERRIBLE. It takes weeks to get a response, and even then they don't read your email. They send macro responses and give the wrong advice. I've had someone tell me that you can't do one thing or another, when we are clearly already doing it in our setup.

Verified Reviewer
  • Industry: Insurance
  • Company size: 10,000+ Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
3
Ease of Use
3
Customer Support
4

3
Reviewed on 9/12/2022

Zendesk is good tool for customer support

It makes rhe organisation to manage the customers through support ticket process in effective way

Pros

The tracking of the issues end to end with all history details

Cons

Nothing coming as of my mind, seems all features are good

Fuad
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
2
Ease of Use
2
Customer Support
4

4
Reviewed on 15/11/2022

Zendesk - Main reason of use is the Live Chat service

I've had a good experience as their default options meet our requirements; however, to make the software more beneficial for us and more personalized, we've had to jump through loops and hoops with sometimes not getting a resolution from their side as to what we wish to do in their system.

Pros

I like that we could get it fully connected with our internal software and database. Allowing the systems to communicate between themselves and making sure no critical piece of information is lost.

Cons

Because of the ongoing renovations, Zendesk is doing to their software, some options in settings are not logically set under the options they should be. For example, you may be changing an option for a user, so you go to Settings and then to Users, but you realize to make that change, you have to go through a totally different set of steps when logically, the options should be where you first went.

Alternatives Considered

LiveAgent, Freshdesk, LiveChat and Intercom

Reasons for Switching to Zendesk Suite

It was the leading software within competition when we checked the market for options.
Bob
  • Industry: Telecommunications
  • Company size: 2-10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
1

4
Reviewed on 7/12/2022

Zendesk Suite - Great Features, Horrible Service

The product allows us to manage our customers needs and expectations well. I just wish the customer service provided by Zendesk matched the capabilities of their software.

Pros

The ticketing features are outstanding with this product - they allow you to manage your customers' requests and problems quickly and accurately.

Cons

The customer service provided by Zendesk has gotten really bad. It's hard to get a return call or an answer in a timely fashion any more.

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