Zendesk Suite

4.4 (3,913)
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Service-first CRM company that builds support & sales tools

About Zendesk Suite

The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk serves over 165,000 businesses across hundreds of industries and all company sizes, offering service and support in over 60 languages.

Zendesk offers the industry leading customer support solution. On average, it increases 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 enables support agents to manage conversations with customers across all channels, in one consolidated Agent Workspace. Using automated triggers, customers can be engaged at the moment support is needed, before they've asked their question. Live chat analytics provide measurable insight on customer satisfaction and agent performance, to help businesses ensure that their support services continuously improve.

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.


Key benefits of Zendesk Suite

The fastest way to great customer support. Rapid setup and deployment.
Increase and improve the quality of customers interactions.

Support your customers across any communication channel including web, email, chat, and social media.

Improve support team productivity and morale. Our customers love us!
Powerful reporting and advanced analytics including 20+ ready to use reports and dashboards.

Quick and easy adoption - no training required. Easy to onboard new agents.
Seamlessly integrate with existing business systems and software using our open API.
Over 700 out-of-the-box integrations with business software such as Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.

Low TCO and month-to-month payment options.
Secure, reliable, and scalable solution that will meet the demands of your growing business.
World class customer service from our team of highly-skilled customer advocates.


Images

Zendesk Suite Software - Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk Suite Software - Keep a pulse on agent performance with easy to view and navigate dashboards
Zendesk Suite Software - Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Zendesk Suite Software - Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Zendesk Suite Software - Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Zendesk Suite Software - Easily collaborate with other teams to get involved in solving customer questions.
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Zendesk Suite video
Zendesk Suite Software - Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk Suite Software - Keep a pulse on agent performance with easy to view and navigate dashboards
Zendesk Suite Software - Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Zendesk Suite Software - Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Zendesk Suite Software - Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Zendesk Suite Software - Easily collaborate with other teams to get involved in solving customer questions.

Not sure about Zendesk Suite? Compare with a popular alternative

Zendesk Suite

4.4 (3,913)
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Starting Price

US$55.00
month
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month

Pricing Options

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Features

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Integrations

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Ease of Use

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Value for Money

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Customer Service

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Reviews

Overall rating

4.4 /5
(3,913)
Value for Money
4.2/5
Features
4.4/5
Ease of Use
4.3/5
Customer Support
4.3/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 3,913
Ahmed
Ahmed
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Revolutionizing Customer Support with Zendesk Suite.

Reviewed on 2023/01/18

Our experience with Zendesk Suite has been extremely positive. The software is intuitive and easy...

Our experience with Zendesk Suite has been extremely positive. The software is intuitive and easy to use, making it simple for our team to efficiently handle customer inquiries and concerns. The Ticket Management feature, in particular, has been incredibly impactful, allowing our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.The Sales Pipeline Management feature has also been a valuable asset, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility.Integration with other applications and services has been seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support. The reporting and analytics feature provides valuable insights into customer behavior and preferences, allowing us to make data-driven decisions.Zendesk Suite has been a valuable asset to our company, helping us to improve our customer support and resulting in a positive customer experience. It's also worth noting that Zendesk Suite's customer support is top-notch, they are always available to assist and answer any questions, and they constantly release updates to improve the software.

Pros

- The software is highly intuitive and easy to use, allowing our team to quickly and efficiently handle customer inquiries and concerns. - The Ticket Management feature is particularly impactful, as it allows our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.- The Sales Pipeline Management feature is also very useful, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. - The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility. - The integration with other applications and services is seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support.

Cons

- One thing that could be improved is the customization options for certain features such as Customizable Forms, while they do provide some level of flexibility, it could be beneficial to have more options to tailor it to specific needs of the business. - The Reporting/Analytics feature a bit complex and difficult to navigate, and it might be beneficial to make it more user-friendly.

Reasons for Switching to Zendesk Suite

Zendesk Suite was chosen over other alternative products because it offered a comprehensive solution that met our specific needs and requirements for customer service and support, and it has a great balance of features, pricing, and customer support.
Pat
Pat
Overall rating
  • Industry: Music
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Efficient and practical: Great but a bit pricey

Reviewed on 2023/09/01

Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular...

Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.

Pros

Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.

Cons

Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.

Rachel
Overall rating
  • Industry: Real Estate
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

This is a great hub for having all (or at least) most things in one place.

Reviewed on 2024/05/31

Pros

We do a lot of business where we need to have things right at our fingertips in this day and age. It is so convenient to be able to toggle between, the inability to do this with our previous software. It has a huge impact on the speed and accuracy of service we are able to provide our clients all day-every day. The fact that we can even be in a customer's account and be chatting with help is phenomenal. We can still do our work in real time, something that can seem so small is a HUGE deal for us!

Cons

There have been just a few times when I have had to wait for an extended period of time for a live agent to help with an issue. I knew to have patience, but it in turn put me in a position where I was unable to help a customer in real time and had to call them back quite some time later. This doesn't happen often, as I can count on 2 fingers how many times I've been in this situation.

👋🏻 Albert
👋🏻 Albert
Overall rating
  • Industry: Insurance
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

A living nightmare

Reviewed on 2021/02/10

I've used Zendesk in all of the ventures I've participated in. Unfortunately.

I get it that in...

I've used Zendesk in all of the ventures I've participated in. Unfortunately.

I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.

Pros

Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them.

That doesn't mean they are a good solution.

Cons

As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things:

1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat.
2) A terrible - terrible is the word, I honestly don't like to speak poorly in public of anyone, but you guys deserve this post - customer support. Despite having an account manager, I have probable been referred to sign up on my own for multiple register forms for products, and speak to multiple agents to sign SO to commit to payments... and the product was NEVER delivered. Once they have you committed to a payment, they won't follow up for success.

Alternatives Considered

UserVoice and Intercom

Reasons for Switching to Zendesk Suite

This is where you get trapped. Someone in operations or tech implements it to solve a short term gain, and starts pulling the feature string. As soon as you are stuck, you are stuck for good.
Pamela
Overall rating
  • Industry: Consumer Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Zendesk is great for Support Ticket Management

Reviewed on 2024/02/20

To be honest, the overall experience after using Zendesk in our department has been great! We are...

To be honest, the overall experience after using Zendesk in our department has been great! We are always on top of our metrics and this is mostly because the platform helps us run our business smoothly. Ticket Automation and being able to customize our ticket system so it can fit our specific needs is one of its best features.

Pros

As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution.

Cons

At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket.

Showing 5 reviews of 3,913 Read all reviews

Zendesk Suite FAQs

Below are some frequently asked questions for Zendesk Suite.

Zendesk Suite offers the following pricing plans:

  • Starting from: US$55.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Support only pricing starts at $19 per agent/month. Suite pricing starts at $55 per agent/month. Free trial available.

Zendesk Suite has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Zendesk Suite supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Zendesk Suite supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Zendesk Suite integrates with the following applications:

123FormBuilder, 3CLogic, 8x8 Virtual Office, AWeber, ActiveCampaign, Adobe Commerce, Agile CRM, Agile Central, Aha!, Aircall, Akita, Algolia, Ameyo, Amity, Asset Panda, Automate.io, Autotask PSA, Azuqua, Beanstalk, Bedrock Data, Benchmark Email, BigCommerce, Bitium, Bloomfire, Box, Breeze, Brushfire, Built.io Flow, Calendly, Callmaker, Capsule, ChargeDesk, ChargeOver, Chargebee, Chargify, ChartMogul, CheckMarket, Cirrus Insight, ClicData, ClickDesk, ClickHelp, Close, CloudAgent, CollabSpot, ConnectWise ScreenConnect, Crisp, Customer Thermometer, Cyclr, Cyfe, DataHero, Databox, Device42, Dialpad, Dropbox Business, Drupal, Ducksboard, EZ Texting, EZOfficeInventory, Easy Insight, Elastic Enterprise Search, Emma by Marigold, Falcon.io, Five9, Flowdock, Flowlu, Formstack Forms, FreshBooks, Freshdesk, FullContact, Gainsight CS, Geckoboard, Genesys Cloud CX, Get Satisfaction, GetResponse, GoToAssist, Google Analytics 360, HappyFox Chat, Harvest, Helpjuice, Helpshift, Hexnode UEM, Higher Logic Thrive, Higher Logic Vanilla, Highrise, Hippo Video, Hootsuite, HubSpot CRM, Hubstaff, Humanity, Igloo, Inbenta, Instabug, Instagram, Intercom, Jira, Jitterbit, Joomla, Keap, Kixie PowerCall, Klaviyo, Kommo, Kudos, Leftronic, Lessonly, Litmos, LiveChat, LiveOps, LogMeIn Rescue, LoginRadius, Mailchimp, ManageEngine ADManager Plus, ManageEngine Endpoint Central, Marigold Engage by Sailthru, Maropost Commerce Cloud, MeisterTask, Membrain, MessageBird, Meta for Business, Microsoft Excel, Microsoft Outlook, Microsoft Viva Engage, Mixpanel, Moxo, MyFeelBack, NICE CXone, Nectar Desk, Nextiva, Nicereply, Notion, Nutshell, Okta, Olark, OneLogin, Operations Hub, OpsGenie, OroCRM, Ottspotta, OutSystems, PagerDuty, PandaDoc, Pendo, Pipedrive, Pivotal Tracker, Planview PPM Pro, Playvox, Plecto, Podio, Preact, PrestaShop, ProProfs Knowledge Base, Productboard, Projector by BigTime, QuickBooks Online Advanced, Quip, Quiq, Receptive, Redmine, SAP Business One, SalesSeek, Salesforce Sales Cloud, ScreenSteps, Segment, Serviceware Knowledge, Setmore, Sharpen, Shopify, Skilljar Customer Education, Skyvia, Slack, Slemma, Smartling, Smartlook, Smartsheet, Smooch, SnapEngage, SolarWinds Service Desk, Solve CRM, Spinify, SpiraTeam, Sprinklr, Sprout Social, SugarCRM, SuperReceptionist, SupportSync, SurveyLab, TMetric, Talkdesk, TeamViewer Remote, Teamgate, Teamwork.com, Time Doctor, TimeCamp, TimeLog, Totango, Transifex, Tray.io, Trello, Truly, Trustpilot, Twilio, UserVoice, Userlike, Usermind, Usersnap, Velaro, VeriShow, Vidyard, Virtual Observer, Vivocha, WHMCS, WISE io, Webex Experience Management, Wistia, WooCommerce, Woopra, WordPress, Workato, WorkflowMax, Writer, XCALLY, Yext, Yodiz, Yonyx, Yotpo, Zapier, Zen Cart, ZenDesk Chat, Zendesk Sell, Zight (formerly CloudApp), Zingtree, Zoho Analytics, Zoho Assist, Zoho Billing, Zoho Books, Zoho CRM, Zoho Inventory, Zoho Invoice, Zoom Workplace, elevio, eyeson, iorad, iridize, kintone, miniOrange, xMatters

Zendesk Suite offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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