Zendesk Suite

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews

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
Zendesk Suite video
Zendesk Suite Software - Zendesk Suite create new articles - thumbnail
Zendesk Suite Software - Zendesk Suite dashboard - thumbnail
Zendesk Suite Software - Zendesk Suite ticket management - thumbnail

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

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 3,913 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 :)
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 ...

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

Olivia
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 26/02/2024

What a life saver

I’d be lost without Zendesk for our customer support.

Pros

We were using Gmail to manage customers enquires prior to using Zendesk. Zendesk is a hundred times more robust and gives us the ability to stay organized and maintain transparency between teammates.

Cons

We had to have an engineer setup Zendesk exactly how we wanted for our custom website.

Steven
  • Industry: Insurance
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/06/2024

A Wonderful Tool For Technical Helddesks

It really changed how we deal with technical issues!! It created a quick, easy, and organized way for tickets to be submitted, addressed, and cleared. We also is at a FAQ and Wiki, which contains trouble shooting tips/advice, along with other forms of self help. So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters.

Pros

We use those so that our employees can easily submit tickets for our IT team when they are experiencing software, hardware, or any sort of technical issues. Submitting a ticket is seamless, and IT is able to instantly respond if needed. Escalation of issues is also a breeze! Communication between IT, and whomever is in need of assistance, can be ongoing and simple for all involved.

Cons

I honestly don't have any. It works perfectly for our employees l, my team, and the help desk alike!

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