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
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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
4.2
Functionality
4.3
Ease of Use
4.3
Customer Support
4.3
5 reviews of 3,450 View all reviews
Aleksandra
  • Industry: Marketing & Advertising
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/12/2022

Great client support platform

Overall, a well developped product.

Pros

The variety of features and that we were able to customize them based on our team's needs.

Cons

It takes a few rounds to get used to it.

Alain Mukanuna
  • Industry: International Trade & Development
  • Company size: 5,001-10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
2
Customer Support
4

5
Reviewed on 22/01/2023

Incredible Features and Affordable Prices Make Zendesk Suite the Ideal Customer Service...

Overall, Zendesk Suite is an excellent customer service platform for small to medium-sized businesses. It's easy to use, feature-rich, and incredibly affordable. We've been very satisfied with our experience.

Pros

Zendesk Suite has been a game-changer for our customer service operations. We have been able to provide quicker response times, better analytics, and overall better customer service thanks to the platform. It's also incredibly intuitive and easy to use, so our team was able to get up to speed quickly.

Cons

The analytics could be more detailed and the reporting tools could use some improvements.

Abid
  • Industry: Pharmaceuticals
  • Company size: 501-1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

3
Reviewed on 25/12/2022

Excellent

Excellent

Pros

Impactful software mangment system and problem solving

Cons

Quick and comprehensive accuracy regarding time

Benjamin
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 25/10/2022

Solid System to Capture Customer Emails and Calls

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.
Stacey
  • Industry: Consumer Services
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
2
Ease of Use
3
Customer Support
1

4
Reviewed on 22/12/2022

Zendesk is robust and customizable, but....

Mixed bag. We definitely have a love hate relationship with this software.

Pros

Robust reporting, customizable to fit your needs.

Cons

To be the largest and most popular support software in the industry, their customer support is TERRIBLE. It takes weeks to get a response, and even then they don't read your email. They send macro responses and give the wrong advice. I've had someone tell me that you can't do one thing or another, when we are clearly already doing it in our setup.

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