Zendesk Suite
About Zendesk Suite
Awards and Recognition
Zendesk Suite Pricing
Support only pricing starts at $19 per agent/month. Suite pricing starts at $55 per agent/month. Free trial available.
Starting price:
$55.00 per month
Free trial:
Available
Free version:
Not Available
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Most Helpful Reviews for Zendesk Suite
1 - 5 of 3,231 Reviews
Riley
Marketing and Advertising, 10,001+ employees
Used more than 2 years
OVERALL RATING:
5
Reviewed June 2022
8/10 stars
Oscar
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2021
Zendesk = Great help desk
We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions. It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.
PROSIt is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.
CONSThe licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.
Reason for choosing Zendesk Suite
We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it.
Pat
Verified reviewer
Music, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2023
Efficient and practical: Great but a bit pricey
Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.
PROSZendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.
CONSCall feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.
Reason for choosing Zendesk Suite
Ease-of-use, Enterprise pricing was more affordable than Salesforce
Reasons for switching to Zendesk Suite
OTRS was an older and more cumbersome CRM platform that the company outgrew
Kelvin
Food & Beverages, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
very good to use
Excelent, in over 5 years of use we have never had a service disruption. It satisfies our need
CONSExcelent, in over 5 years of use we have never had a service disruption. It satisfies our need
Danielle
Computer Software, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed September 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.
PROSI had a good laugh when they advised me to use Google search instead of their own search tool.
CONSThe 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.
Reasons for switching to Zendesk Suite
I switched from Kayako Classic because a company we acquired was already using Zendesk and we were led to believe we would have assistance, internally and from Zendesk support, in implementing and learning the system. We already went over budget and couldn't afford the outrageous training costs or costs of add-ons that we were told would be included. I have since switched to Freshdesk and i love it!! Highly recommend Freshdesk over this garbage!!