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.
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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 USD 55.00/month.

Starting Price:
USD 55.00/month See pricing details
Free Version:
No
Free trial:
Yes

Alternatives to Zendesk Suite

Zendesk Suite Reviews

Feature rating

Value for Money
4.2
Functionality
4.4
Ease of Use
4.3
Customer Support
4.3
5 reviews of 4,022 View all reviews
Andrew
Andrew
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
3
Customer Support
0

4
Reviewed on 06/11/2023

Great System for Support Ticket Management

Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.

Pros

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

Cons

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

Derek
  • Industry: Recreational Facilities & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
5
Customer Support
2

5
Reviewed on 21/11/2024

Ease of Communication with Customers

Zendesk has made our communications way easier. Once we set it up correctly, it's increased our support for customers.

Pros

Zendesk allows us to stay connected with customers. With the ticketing system, we are able to reply to all customer emails promptly without missing any communications.
The ability to create tickets through the API, external email, and their web plugin is integral in our communication. The FAQ help through the web plugin also helps cut down on questions and provides our customers with a convenient way to answer questions on their own, before needing to reach out to us.

Cons

Setup can be a bit confusing with managing users in both admin and the support sections of the suite. Other setup issues was the complexities of macros and making sure multiple emails creates a thread correctly.

Mark
  • Industry: Building Materials
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Functionality
2
Ease of Use
2
Customer Support
1

1
Reviewed on 06/12/2024

Zendesk hate customers

For a company that makes software focused around customer support it's amazing that their own customer support is so terrible. They don't listen, they don't answer and they don't care. All they want is for you to pay and shut up.

Pros

Some of the functionality works. I guess it does the job if you want to pay a premium for nothing.

Cons

The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well.

Alternatives Considered

Dynamics 365 and Salesforce Sales Cloud

Reasons for Choosing Zendesk Suite

We grew out of Freshworks. Zendesk seemed like the market leader. We were wrong.

Switched From

Freshdesk

Reasons for Switching to Zendesk Suite

I really dont know. Maybe I was drunk at the time.
Mark
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
4

4
Reviewed on 21/01/2025

Good ticketing and support tool

A good system all round, I’ve used it at both small and large companies and it’s helped us serve and support our customers.

Pros

Great ticketing system with decent live chat. Good for building a knowledge base that’s user friendly and simple to setup. Good for both small and large organisations.

Cons

it’s not the most flexible system to customise.

Alternatives Considered

HelpDesk

Reasons for Switching to Zendesk Suite

Ease of setup, good chat, and past experience with zendesk tools.
Crystal
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/01/2025

Excellent way for a team to respond to your customers quickly

Overall, very pleased with ZenDesk for my team to support our customers and users. We are able to respond to tickets quickly and efficiently and it keeps our customers happy. It's much simpler to use than a shared email inbox.

Pros

ZenDesk is a great tool to address customer inquiries and complaints. My team and I can quickly respond to customer support tickets, tag tickets with keywords, such as "bug, "complaint", "praise" and more. We are able to also set the status for each ticket and assign to a specific user. The user interface is very simple and user-friendly. You don't get lost in the details of the tool because it's straight forward.

Cons

The spell check feature lags a bit from time to time, so it's easy to send a response with an error when responding quickly. It's also susceptible to spam inquiries. My team and I get several (10-20) spam inquiries written in Chinese on a daily basis. They are aware of the issues, however, there has not been resolution for quite some time.

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