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Zendesk Suite
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 pricing
Zendesk Suite does not have a free version but does offer a free trial. Zendesk Suite paid version starts at US$55.00/month.
Starting Price:
US$55.00/month
Free Version:
No
Free trial:
Yes
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Zendesk Suite Reviews
Feature rating
5 reviews of 3,975
View all reviews
Asif
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 16/08/2024
Complete ticketing tool
Fine , reliable and organized ticketing tool with sla management and to keep track of status and accurate timeline of all the support tickets. Easy to configure and automate responses on the tickets.
Pros
Highly performant ticket tool with complete options.
Easy login through SSO and reliable tool.
Can easily configure profile , signature and automated replies in tickets.
Cons
On mobile and personal hotspot internet it works little slow.
Johan
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
4
4
Reviewed on 21/08/2024
The support tool with extra everything
We have tried several support tools for best possible support to our customer.
Zendesk Suite have everything bundled so you don't need to use diffrent tools
Pros
It's easy to use and have everything you need for your Customer Service
Cons
Nothing really bad about it, maybe the UI could be better sometimes.
Reasons for Switching to Zendesk Suite
Zendesk Suite have better options for all different needs.
Ali
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
3
Features
3
Ease of Use
5
Customer Support
4
3
Reviewed on 22/09/2024
Zendesk Suite easy to use
My overall experience with Zendesk Suite has been positive, as it effectively centralizes customer support with a user-friendly interface and helpful automation tools. The platform makes it easy to manage tickets and integrate third-party apps, which improves both workflow and team collaboration. However, as the organization grows, the pricing can become a challenge, especially for accessing premium features.
Pros
Zendesk Suite offers a seamless, user-friendly interface that simplifies ticket management and customer support. Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency. Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality.
Cons
Zendesk Suite can become costly as you scale, with additional fees for advanced features and customization options.
Alternatives Considered
JIRA Service ManagementReasons for Switching to Zendesk Suite
I chose Zendesk Suite for its intuitive interface, robust automation capabilities, and seamless integration with third-party tools, which provided a more comprehensive and scalable solution compared to other options.
Rob
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 18/07/2024
A good easy to use platform
Pros
It's clear and simple to use interface and it's a clearly developed product with a good set of core features, which actually work unlike other platforms.
Cons
The extra cost for additional features, would prefer a more feature reach lower tiered pricing level
Alternatives Considered
AteraReasons for Switching to Zendesk Suite
Price and ease of use were the primary reasons for our choice.
Emma
- Industry: Consumer Goods
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 19/09/2024
Zendesk is easy to use to help your customers
It's a great program. Makes helping my customers super easy without having to jump around to multiple programs or spreadsheets to find my customers information or order details. I can link it directly to my shops hosting site.
Pros
Zendesk is very easy to navigate and with the added bonus of linking apps I can tether directly to my customers orders, or even just quickly view their account information directly from my inbox screen.
Cons
I might just not see how to do it, but I can't add a secondary contact to my replies.
