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.


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 (3,720)
Not available in your country
VS.

Starting Price

$55.00
month
No pricing found

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

4.2 (3,720)
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Customer Service

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Reviews

Overall rating

4.4 /5
(3,720)
Value for Money
4.2/5
Features
4.4/5
Ease of Use
4.3/5
Customer Support Software
4.3/5

Already have Zendesk Suite?

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

Showing 5 reviews of 3,720
Muhammad Daud
Overall rating
  • Industry: Financial Services 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 10.0 /10

Great platform for support and ticketing

Reviewed on 22/06/2022

Overall Zendesk is easy to use, interface and options are quite straight forward, response is...

Overall Zendesk is easy to use, interface and options are quite straight forward, response is quicker and easy to manage the logs/requests/tickets and users

Pros

I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets.

Cons

Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license.

Alternatives Considered

Freshdesk

Reasons for Switching to Zendesk Suite

Zendesk cost overall was better than freshdesk and it was more user friendly.
Ted
Overall rating
  • Industry: Mining & Metals
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Need help from Zendesk? Forget it. Don't even bother.

Reviewed on 31/01/2020

Horrible. I only use this software because it would be a hassle porting all existing tickets over...

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Pros

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Cons

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Alternatives Considered

Freshservice

Reasons for Choosing Zendesk Suite

A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.

Switched From

Freshdesk

Reasons for Switching to Zendesk Suite

Features
Jodi
Overall rating
  • Industry: Government Relations
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Zendesk small agency use

Reviewed on 30/08/2023

Overall, this has been very beneficial as far as relieving overload on our Help Desk and providing...

Overall, this has been very beneficial as far as relieving overload on our Help Desk and providing faster, better customer service.

Pros

Our help Desk team no longer needs to individually distribute emails to staff. Staff has now one repository where whomever is available can provide customer support and the answers are transparent, trackable, and can be broken up by areas of expertise. also is helpful and that some of them are general standard questions that may come into your business have accessible templates to make providing customer service answers quicker.

Cons

For solved tickets I wish the filtering it had more options are, and if you have multiple folders defined by expertise, I wish there were less clicks to assign outside your “team.”

Danielle
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Cost More While Providing Less Than Competitors

Reviewed on 08/09/2022

For a company that specializes in customer service, they are a joke. It takes several days to get a...

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.

Verified Reviewer
Overall rating
  • Industry: E-Learning
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Zendesk pros and cons

Reviewed on 07/07/2023

Over all the experience is very good , but some improvement can be done by the team

Over all the experience is very good , but some improvement can be done by the team

Pros

The most I loved about Zendesk is that it is user friendly and realtime resolution can be provided to the customer.

Cons

The least is there leads management as sometime the leads that are added in the system doesn't show up

Alternatives Considered

Freshdesk

Reasons for Switching to Zendesk Suite

Because of it's real time chat option which was most important for my compnay
Showing 5 reviews of 3,720 Read all reviews

Zendesk Suite FAQs

Below are some frequently asked questions for Zendesk Suite.

Zendesk Suite offers the following pricing plans:

  • Starting from: $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, 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, 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 by BigTime, QuickBooks Online Advanced, Quip, Quiq, Receptive, Redmine, SAP Business One, 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, Zight (formerly CloudApp), Zingtree, Zoho Analytics, Zoho Assist, Zoho Billing, Zoho Books, Zoho CRM, Zoho Inventory, Zoho Invoice, 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

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