Overview
What is Zendesk Suite?
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more…
Learn from top reviewers
Zendesk: Scalable Forward-Thinking Customer Service Software.
Zendesk: The Good and The Bad
Highly Recommend ZenDesk
Zendesk Suite is a great starter ticket support option!
Zendesk - how the greatest can fall in the name of "improvement"
Zendesk Suite in a Couple of Hours
Zendesk - a powerful tool for teams hyper focused on stellar customer support
Zendesk the easiest tool that helped us reach our goal in a blink of an eye!
Get help easier than your 2 minute noodles !!
Software Implementation Specialist
Zendesk: A User's Perspective
Centralise all of your support channels in one tool
Always a good decision with Zendesk!
Zendesk Suite, just the way we need it!
Zendesk makes work easy!
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How Zendesk Suite Differs From Its Competitors
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Awards
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Reviewer Pros & Cons
Pricing
Support Team (Foundational Support Only)
$19
Suite Team
$55
Support Professional
$55
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $55 per month agent
Product Demos
Zendesk Demo: The Basics
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.7Organize and prioritize service tickets(113) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.5Expert directory(70) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.4Subscription-based notifications(76) Ratings
Users subscribe to notifications for ticket updates
- 8.2ITSM collaboration and documentation(72) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.3Ticket creation and submission(114) Ratings
Users and agents can easily enter new support requests.
- 9Ticket response(113) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.1External knowledge base(97) Ratings
Customers can self-service by searching through help articles.
- 8.2Internal knowledge base(90) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 7.7Customer portal(86) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 7.9IVR(38) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 7Social integration(68) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 8.6Email support(110) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 8.4Help Desk CRM integration(80) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Zendesk Suite?
Zendesk Suite Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Zendesk Suite Screenshots
Zendesk Suite Videos
Zendesk Suite Integrations
- Jira Software
- Trello
- Slack
- Shopify
- AppFollow
- Intercom
- Geckoboard
- Zight
- Mailchimp
- Nutshell CRM
- Talkdesk
- Zoom Workplace
- TeamViewer
- Zoho Assist
- Seismic Learning
- Zoho Books
- Trustpilot
- Pendo.io
- Dropbox
- LiveChat
- Hootsuite
- Box
- 8x8 Contact Center
- Giphy
- MaestroQA
- Qualtrics XM for Customer Frontlines
- RingEX
- HubSpot CRM
- Medallia Agent Connect
- Salesforce Sales Cloud
- Myndbend
- Google Play Reviews
Zendesk Suite Competitors
- Freshdesk
- HappyFox Help Desk
- HelpSpot
- Kayako
- Mojo Helpdesk
- Salesforce Service Cloud
- Zoho Desk
- UseResponse
- UserVoice
- KronoDesk
- ChangeGear Service Desk
- Kustomer
- Oracle Fusion Service
- ServiceNow IT Service Management
- eGain
- Ameyo by Exotel
- Microsoft Dynamics 365
- Gorgias
- Freshservice
- Gladly
- Intercom
- Talkdesk
- Twilio
- LiveChat
- SolarWinds Service Desk (SSD)
- Pega Customer Service
- Genesys Cloud CX
- HubSpot Service Hub
Zendesk Suite Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android |
Supported Countries | 160+ |
Supported Languages | 60+ |
Security |
Zendesk Suite Downloadables
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(943)Reviews
(1-25 of 152)Zendesk: Scalable Forward-Thinking Customer Service Software.
- Self-Service.
- Organizing Inbound Communication.
- Tracking & Reporting Of Customer Requests.
Zendesk: The Good and The Bad
Our dispatcher would then correspond with the user, get more information, deadlines for the request, etc and then they would assign the ticket to a team member to address.
At certain points, we began to really customize Zendesk to cater our specific needs and it worked very well.
- Interfacing with users
- Assigning tasks to team members
- Managing all pending requests
Highly Recommend ZenDesk
We primarily use inbound text and email. Customers really like being able to simply text in and get a response within minutes. My team loves the mobile app and being able to reply to messages quickly anywhere they are using th iOS App. I can easily monitor communications between our support reps and customers to ensure the best experience for everyone.
We have probably 10 different email addresses mostly for our backend support that ZenDesk Suite easily distributes into different "views" or I would call folders. This allows our processors to very easily track inbound messages and follow up accordingly.
ZenDesk Suites makes it simple to make outbound calls using our primary text number when customers request to speak to someone. One thing we can't do which I hope changes is being able to initiate these calls from the iOS App.
One other thing that after a long time asking is apparently coming later this year (Q3 2024) is being able to initiate a text conversation using our primary number. Right now we are only able to reply to inbound messages and when they close out we can no longer text the customer until they text back in and start a new conversation.
All in all it is a great product, I would recommend to anyone who wants to make their communication with clients/customers simple and scalable. I couldn't imagine my business without ZenDesk Suite.
- Inbound Text
- Inbound Email
- Outbound Phone Calls
We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager.
For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions.
Zendesk Suite is a great starter ticket support option!
- Statuses for support tickets
- SLA's
- Reporting
- Easy to use interface
- tagging of tickets
Zendesk - how the greatest can fall in the name of "improvement"
- It allows multiple agents to access different tickets
- It allows different permissions to be set for both clients and agents
- There are configurable views of open tickets available
- There is a search function
- There is basic markdown support
Zendesk Suite in a Couple of Hours
- Ticketing system
- Communicating with customers
- Internal tickets
Zendesk - a powerful tool for teams hyper focused on stellar customer support
- Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesk's flexible trigger options.
- Macros - The ability to create complex message templates with autofilled information is a significant time saver.
- Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.
It would be less appropriate for companies and teams who require some sort of customer management solution. It's great for keeping up with customer requests, but it's not ideal for maintaining a database about customer details.
Zendesk the easiest tool that helped us reach our goal in a blink of an eye!
- Very easy to use
- Be able to open more than page at a time
- Be able to work 2-3 cases at a time with no freeze
Get help easier than your 2 minute noodles !!
We have hosted our support portal for articles and videos for one of our customer relationship management tool. We are also using Zendesk as our help ticketing system integrated with our internal platform on a daily basis.
- Ticket Management
- Help Portal Hosting
- Chat / Messenger Feature
Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles.
Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software.
A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
Software Implementation Specialist
- Really good find and search options, easy to search for a participants email
- I'm able to find a consolidated history of all the interactions each participant had in the past with us
- Able to save responses for the rest of the employees can use as a generic response to certain FAQ. For example if a participant wants to know how to exercise their options, we have a saved paragraph that goes through step by step of how to exercise options or to sell stocks they have and a guide on how to do this in a saved response.
I had cases of other employees closing cases when they should not have been closed and it's frustrating that we can't reopen a case.
Zendesk: A User's Perspective
- Real time support case management
- Instant support article creation and publishing
- Easy support metric dashboard creation
Centralise all of your support channels in one tool
We have also implemented the Zendesk Widget within our app to allow customers access to the guides and to our support form without needing to leave our app.
- Integrates well with other tools
- Simple user interface
- Multi-channel
- Great API
I think live chat scenarios - this doesn't suit Zendesk well, especially if you want to use the API to retrieve the messages. All of the chat messages appear as one entry in Zendesk which isn't helpful if you want to do analytics.
Always a good decision with Zendesk!
- Reporting and Analytics
- Ease of Agent Training and Use
- Able to add multiple brands with related custom reports and dashboards
- Adding a new brand and basic help center is easy to do without the need of an expert or web team
- Ability of agents and supervisors to see customer history across multiple channels
Zendesk Suite, just the way we need it!
Zendesk makes work easy!
- Organization
- Ease of use
- Call transferring
- Clean layout
Zendesk is awesome
- Easily request help
- Transparent communication
- Streamline communication
Zendesk: Elevating Customer Support to New Heights
- Easy management of new users
- Calling
- General Support
We love this software
- great visibility
- great updates
- ease of use
Adequate for a small teams needs
- outbound communications
- Importing contacts/end users
- Automated actions (closing tickets, auto replies)
- Multi-channel support simultaneously
The ability to turn it into an all-in-one solution for all departments is lacking, which is unfortunate because it makes the support aspect less valuable as a result.
Zendesk- Best Decision We Made!
- Easy to set up Reports and Dashboard reports by brand.
- Easy to train agents and light users on how to use.
- Fast and helpful support to customers using Zendesk.
- Helpful to view a customer's multi-channel inquiries (tickets).
- Lots of API and 3rd party integration options.
Reasons why we chose to work with Zendesk.
- Customer Satisfaction Statistics.
- Ticket Management.
- Shopify integration.
- Reduced downtime.
Incredible Enablement for Support Agents
- mobile SDK
- web-app SDK
- ticket history
- stats on response times
the fact that we can also search old tickets quickly to understand the user's history and their past tickets is quite nice for us.
The best tool to make the clients feel listened
- centralize all clients' requests
- perceive the level of satisfaction of the client with our product
- collect all the feature requests for the PM to categorize them
- keep track of the product issues
Why we chose Zendesk Support Suite over all the other apps out there
- email customer support
- chat customer support
- voice customer support
- macro usage
- zendesk reporting
- tag usage
Zendesk not perfect but I can't find better
this prioritisation is the the primary problem/biz case it addresses.
- Ticket updates internal and external (to clients)
- Reporting on workload for Customer care agents
- Reporting on productivity of customer care agents
- Canned responses