Zendesk Suite

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews
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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 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 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 3,912 View all reviews
Christiane
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 28/02/2021

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.

Alternatives Considered

HelpDesk and LiveChat

Reasons for Choosing Zendesk Suite

Because we were trying to find a more customizable option :)

Switched From

Salesforce Sales Cloud
Nico
  • Industry: Construction
  • 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

4
Reviewed on 29/05/2024

Zendesk Suite offers the best customer support. It's a gem

If you want to be a pro in providing customer support,you should work with Zendesk Suite and make it easier for your customers.

Pros

They deliver a very impressive customer service and it's very easy to monitor the needs of your business and that's why it's my favorite. Zendesk Suite is very flexible it favors even the beginners and all business types

Cons

I ain't complaining about anything about this tool.

Kyle
  • Industry: Transportation/Trucking/Railroad
  • Company size: 201–500 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
2
Features
2
Ease of Use
1
Customer Support
0

2
Reviewed on 31/05/2024

Extremely difficult to use

Pros

It gave us a place to create articles, store articles and group articles to share externally to users as a good knowledgebase

Cons

it is EXTREMELY difficult to navigate within the tool to find where you are trying to get to, and then formatting of knowledge base articles is MISERABLE and very limited if you are trying to do it simply, way more difficult than any other article creation tool I've used

Eduardo
  • Industry: Nonprofit Organization Management
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 07/03/2024

My Zendesk Expierence

Pros

The way it integrates with other platforms, the notifications speed and its reporting capabilities.

Cons

Implementation can be a little complicated but once you have everything setup, it works great.

Alternatives Considered

Jira

Reasons for Switching to Zendesk Suite

Flexibility, user-friendly. Email integrations and reporting dashboards.
Liam
  • Industry: Automotive
  • 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 09/05/2024

Zendesk Suite

Pros

A complete customer support solution. It has everything you need for a great customer support, it can be integrated with easy with most CRMs. Integrating Zendesk with a chat bot and really helps sorting the tickets/customers for a easy resolve of any issue.

Cons

I can't say Zendesk Suite has cons, maybe the price can be a little lower ...

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