Zendesk Suite

RATING:

4.4

(3891)

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 ...

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 3,266 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.

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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

John

Information Technology and Services, 2-10 employees

Used daily for 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

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed April 2024

Zendesk- the Game Changer for customer care and customer support

I really don't know I did things before Zendesk. It has honestly made a big difference in customer care.

PROS

The chat features and ticket creation/tracking have been just a great business changer. Being able to live-support customers online is great- they love it and it works great for us.

CONS

There is a bit of a steep learning curve, but it's doable.

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Albert

Verified reviewer

Insurance, 11-50 employees

Used daily for more than 2 years

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

OVERALL RATING:

1

EASE OF USE

2

VALUE FOR MONEY

3

CUSTOMER SUPPORT

1

FUNCTIONALITY

4

Reviewed February 2021

A living nightmare

I've used Zendesk in all of the ventures I've participated in. Unfortunately. I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.

PROS

Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them. That doesn't mean they are a good solution.

CONS

As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things: 1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat. 2) A terrible - terrible is the word, I honestly don't like to speak poorly in public of anyone, but you guys deserve this post - customer support. Despite having an account manager, I have probable been referred to sign up on my own for multiple register forms for products, and speak to multiple agents to sign SO to commit to payments... and the product was NEVER delivered. Once they have you committed to a payment, they won't follow up for success.

Reason for choosing Zendesk Suite

This is where you get trapped. Someone in operations or tech implements it to solve a short term gain, and starts pulling the feature string. As soon as you are stuck, you are stuck for good.