What Is Zendesk Suite?

Zendesk Suite is the only complete customer service solution, that is both 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. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster. 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.

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, U.S.
  • 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, U.S.
  • 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 Software
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • CMDB Software
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Call Scripting
  • Campaign Management Software
  • Cataloging/Categorization
  • Change Management Software
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configuration Management
  • Contact Management Software
  • Content Management System (CMS) Software
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Support Software
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management Software
  • 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 Software
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Lead Management Software
  • Live Chat Software
  • 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 Software
  • Performance Metrics
  • Personalization Software
  • Phone Key Input
  • Prioritization
  • 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 Software
  • Routing
  • SMS Messaging
  • Sales Pipeline Management
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring Software
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management Software
  • Template Management
  • Text Analysis Software
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

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Tidio is a customer service platform that enables you to provide superb customer support and generate sales with live chat & chatbots. Learn more about Tidio
ClickUp is the future of work - it's one app to replace them all. ClickUp is the #1 fastest growing productivity app in 2022. Learn more about ClickUp

Reviews of Zendesk Suite

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.2
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Angus
Angus
Company Director in U.K.
Verified LinkedIn User
Logistics & Supply Chain, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

Great Software To Manage Customer Relations And Queries

5.0 2 months ago New

Comments: Zendesk made the task of communications with customers and solving their issues a breeze, if that's what you need to do, then I recommend them.

Pros:

I like how Zendesk makes it so easy for customers to submit a ticket when they have an issue. Once they have submitted one, it's extremely easy for one of my staff to view and reply, they have made the process as simplified as it can be, it's great.

Cons:

The only issue I had with the software was the price, which was why I moved away, but it it a great piece of software bar that.

Narendra Kumar
Assistant Manager - SEO in India
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Best Email Support Platform, If you are dealing with more Customers.

5.0 last month New

Comments: Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

Pros:

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Cons:

Not sure, as I didn't find any flaws in my usage time.

Alternatives Considered: Freshdesk and Zoho Desk

Reasons for Switching to Zendesk Suite: Not sure why we have taken Zendesk, however never felt regret after going for it.

Danielle
Senior Support & Product Specialist in U.S.
Computer Software, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

Cost More While Providing Less Than Competitors

3.0 4 weeks ago New

Comments: For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.

Pros:

I had a good laugh when they advised me to use Google search instead of their own search tool.

Cons:

The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.

Brandon R
Brandon R
Software Engineer in U.S.
Verified LinkedIn User
Wireless, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Query history management and aggregation by tags (content) can be done easily

4.0 2 months ago

Comments: Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.

Pros:

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

Cons:

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

Alternatives Considered: Pure Chat

Reasons for Choosing Zendesk Suite: I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings.

Switched From: Microsoft Excel

Reasons for Switching to Zendesk Suite: Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased.

Daniel
Sr Fuel Handler in U.S.
Utilities, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

customer support ticket chat review

5.0 2 months ago New

Comments: customer support replies quick so that helps but sometimes the lack of knowledge and training can be a little frustrating.

Pros:

the immediate response from a live chat. the support tickets seem to get replies to very quickly no matter what time of the day. the solutions aren’t always what we desire but the response is quick.

Cons:

wish they offered better solutions to problems that arise. not sure if they are trained for our line of work or if it’s just a script they follow.