Zendesk Suite

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.

Pricing starting from:

$49.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Zendesk Suite

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.

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Austria, Australia, Belgium, Brazil, Canada , Switzerland, China, Germany, Denmark, Spain, France, United Kingdom, Hong Kong SAR China, Ireland, India, Italy, Japan, Mexico, Netherlands, New Zealand, Philippines, Sweden, Singapore, Taiwan, United States

Supported 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

Pricing starting from:

$49.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Zendesk Suite

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.

Features

Total features of Zendesk Suite: 184

  • API
  • Account Alerts
  • Account Management Software
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking Software
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB Software
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management Software
  • Canned Responses
  • Capacity Management
  • Case Management Software
  • Cataloging/Categorization
  • Change Management Software
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management Software
  • Content Creation
  • Content Management System (CMS) Software
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support Software
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management Software
  • Email Templates
  • Email Tracking Software
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification Software
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management Software
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Lead Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding Software
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization and Behavioral Targeting Software
  • Phone Key Input
  • Predictive Analytics Software
  • Predictive Dialer Software
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management Software
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management Software
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing Software
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On Software
  • Social Media Integration
  • Social Media Monitoring Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • 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
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zoho Desk

4.5
#1 Alternative to Zendesk Suite
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Help Scout

4.7
#2 Alternative to Zendesk Suite
Help Scout is a customer support platform built for growing teams to deliver top-notch customer service. When you sign...

HubSpot CRM

4.5
#3 Alternative to Zendesk Suite
Save valuable selling time with HubSpot CRM that takes care of all the little details from recording calls, logging...

Tidio

4.7
#4 Alternative to Zendesk Suite
Tidio Chat is a cloud-based live chat system which integrates messages from live chat widgets, emails, and Facebook...

Reviews

Overall rating

4.4 /5
(3,267)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.3/5
Customer Support Software
4.2/5

Already have Zendesk Suite?

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

Showing 5 reviews of 3,267
Afonso
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

One of the best apps for content sharing and customer service

Reviewed on 03/11/2022

Pros

A super easy app to set up, and also very customizable if you are opt-in for the subscription that allows you to customize it and apply your branding. There are also multiple automation processes available.

Cons

Regarding the help center level of categories, it is a bit limited since you can only have 3 levels.

Benjamin
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Solid System to Capture Customer Emails and Calls

Reviewed on 25/10/2022

Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them...

Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them within a ticketing system, and prioritize the tickets as needed. And send them to the person who will reply. Not having someone who has to answer the phone, and then pass that message to the appropriate person is a big help for us.

Pros

We have connected Zendesk to our contact form on our website, and our phone system. Whenever someone fills out any of our forms, this heads to Zendesk. Whenever someone calls our phone number, Zendesk records the call and also attempts to make a text version of the call (not always the greatest, but not too bad). We no longer have to have someone answer the phone with this service, which has saved us a lot of hassle.

Cons

It often feels like Zendesk wants the information to stay within Zendesk. As a small company we may get support emails, sales emails, people applying for jobs, etc. all of which need to get to different people, and it could be easier to get the email directly to that person. The speech-to-text for the calls could be a bit better too (though we appreciate the feature!).

Alternatives Considered

Zoho Social and LiveAgent

Reasons for Switching to Zendesk Suite

Other products have too many features that were not needed by our company.
Verified Reviewer
Overall rating
  • Industry: Food Production
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

it is okay but could be better, as a user I see areas of improvement

Reviewed on 25/09/2022

Pros

easy to navigate and create tickets. notifications works, tagging works and also attachments.

Cons

hierarchy to create tickets. too many selection options can be very confusing. and sometimes there is no option that I would like and my vendor decided not to have "others" which makes sometimes ticket creation impossible to be done correctly

Narendra Kumar
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

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

Reviewed on 21/08/2022

Having a track of support tickets we are getting and how many of them are solved, how much average...

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.
Fuad
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Zendesk - Main reason of use is the Live Chat service

Reviewed on 15/11/2022

I've had a good experience as their default options meet our requirements; however, to make the...

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.

Alternatives Considered

LiveAgent, Freshdesk, LiveChat, and Intercom

Reasons for Switching to Zendesk Suite

It was the leading software within competition when we checked the market for options.
Showing 5 reviews of 3,267 Read all reviews

Zendesk Suite FAQs

Below are some frequently asked questions for Zendesk Suite.

Zendesk Suite offers the following pricing plans:

  • Starting from: $49.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Support only pricing starts at $19 per agent/month. Suite pricing starts at $49 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, CA Flowdock, Calendly, Callmaker, Capsule, ChargeDesk, ChargeOver, Chargebee, Chargify, ChartMogul, CheckMarket, Cirrus Insight, ClicData, ClickDesk, ClickHelp, Close, CloudAgent, CloudApp, CollabSpot, ConnectWise Control, Crisp, Customer Thermometer, Cyclr, Cyfe, DataHero, Databox, Device42, Dialpad, Dropbox Business, Drupal, Ducksboard, EZ Texting, EZOfficeInventory, Easy Insight, Elastic Enterprise Search, Emma, Falcon.io, Five9, 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, LiveChat, LiveOps, LoginRadius, Mailchimp, ManageEngine ADManager Plus, ManageEngine Endpoint Central, Maropost Commerce Cloud, MeisterTask, Membrain, MessageBird, Meta for Business, Microsoft Excel, Microsoft Outlook, 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 PSA, QuickBooks Online Advanced, Quip, Quiq Messaging, Receptive, Redmine, Rescue, SAP Business One, SAP Litmos, Sailthru, 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, Teamgate, Teamwork, 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, Yammer, Yext, Yodiz, Yonyx, Yotpo, Zapier, Zen Cart, ZenDesk Chat, Zendesk Sell, Zingtree, Zoho Analytics, Zoho Assist, Zoho Books, Zoho CRM, Zoho Inventory, Zoho Invoice, Zoho Subscriptions, Zoom Meetings, elevio, eyeson, iorad, iridize, kintone, miniOrange, xMatters

Zendesk Suite offers the following support options:

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

Related categories

See all software categories found for Zendesk Suite.