Zendesk Suite

RATING:

4.4

(3923)

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 2023
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

Zendesk Suite create new articles
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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 3,299 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

Christiane

Verified reviewer

Financial Services, 501-1,000 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

3

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2021

A lot of features and fast and easy to use ticket system

Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

PROS

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

CONS

It can be very complex/difficult at certain point due all the features that they offer.

Reasons for switching to Zendesk Suite

Because we were trying to find a more customizable option :)

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

Roma

Legal Services, 11-50 employees

Used daily for less 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

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed June 2024

A Great Customer Service Solution For Business

PROS

It comes with great live chat features and makes a great help desk solution In addition, I like the knowledge base features and the fact that it makes customer service easy

CONS

Zendesk Suite is powerful and no dislikes to report.

Kyle

Transportation/Trucking/Railroad, 201-500 employees

Used weekly for less 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:

2

EASE OF USE

1

VALUE FOR MONEY

2

FUNCTIONALITY

2

Reviewed May 2024

Extremely difficult to use

PROS

It gave us a place to create articles, store articles and group articles to share externally to users as a good knowledgebase

CONS

it is EXTREMELY difficult to navigate within the tool to find where you are trying to get to, and then formatting of knowledge base articles is MISERABLE and very limited if you are trying to do it simply, way more difficult than any other article creation tool I've used