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 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$49.00/month.

Starting Price:
US$49.00/month
Free Version:
No
Free trial:
Yes

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Zendesk Suite Reviews

Feature rating

Value for Money
4.1
Functionality
4.3
Ease of Use
4.3
Customer Support
4.2
5 reviews of 3,152 View all reviews
Angus
  • Industry: Logistics & Supply Chain
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 05/08/2022

Great Software To Manage Customer Relations And Queries

Zendesk made the task of communications with customers and solving their issues a breeze, if that's what you need to do, then I recommend them.

Pros

I like how Zendesk makes it so easy for customers to submit a ticket when they have an issue. Once they have submitted one, it's extremely easy for one of my staff to view and reply, they have made the process as simplified as it can be, it's great.

Cons

The only issue I had with the software was the price, which was why I moved away, but it it a great piece of software bar that.

Narendra Kumar
  • Industry: Information Technology & Services
  • 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 21/08/2022

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

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.
Danielle
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
1
Features
2
Ease of Use
2
Customer Support
1

3
Reviewed on 08/09/2022

Cost More While Providing Less Than Competitors

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.

Brandon R
  • Industry: Wireless
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 25/07/2022

Query history management and aggregation by tags (content) can be done easily

Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.

Pros

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

Cons

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

Alternatives Considered

Pure Chat

Reasons for Choosing Zendesk Suite

I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings.

Switched From

Microsoft Excel

Reasons for Switching to Zendesk Suite

Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased.
Daniel
  • Industry: Utilities
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 19/08/2022

customer support ticket chat review

customer support replies quick so that helps but sometimes the lack of knowledge and training can be a little frustrating.

Pros

the immediate response from a live chat. the support tickets seem to get replies to very quickly no matter what time of the day. the solutions aren’t always what we desire but the response is quick.

Cons

wish they offered better solutions to problems that arise. not sure if they are trained for our line of work or if it’s just a script they follow.

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