About Zendesk Suite
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.
Alternatives to Zendesk Suite
Zendesk Suite Reviews
Feature rating
- Industry: Information Technology & Services
- Company size: 11-50 Employees
- Used Daily for 2+ years
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Review Source
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 DeskReasons 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.- Industry: Consumer Services
- Company size: 201-500 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Insurance
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
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
- Industry: Information Technology & Services
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
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.
Reasons for Switching to Zendesk Suite
It was the leading software within competition when we checked the market for options.- Industry: Telecommunications
- Company size: 2-10 Employees
- Used Daily for 1-5 months
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Review Source
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.
