Zendesk Suite

RATING:

4.4

(3854)

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 ...

Awards and Recognition

FrontRunner 2024
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

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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Zendesk Suite Reviews

Overall Rating

4.4

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4

Functionality

4.5

Most Helpful Reviews for Zendesk Suite

1 - 5 of 3,231 Reviews

Riley

Marketing and Advertising, 10,001+ employees

Used more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed June 2022

8/10 stars

User Profile

Oscar

Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

It 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.

CONS

The 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.

User Profile

Pat

Verified reviewer

Music, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

Zendesk 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.

CONS

Call 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2024

very good to use

PROS

Excelent, in over 5 years of use we have never had a service disruption. It satisfies our need

CONS

Excelent, 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

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.

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!!