Zendesk Suite 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Zendesk Suite

4.4

(4065)

FrontRunner 2026

Pricing

Starting at $39.00 per month

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 and brand images.

Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.

Zendesk Suite Screenshots

Zendesk Suite Pricing and Plans

Starting price: $39.00 per month

Free Trial

Free Version

Suite Team

$39.00

per user, per month

Plan includes:

AI-Powered Automated Answers up to 50
Easy-to-Set up Automations and Workflows
Email
Email and Phone Support From the Zendesk Team
Industry-Leading Ticketing System
Messaging Across Web
Mobile and Social
Onboarding and Adoption Guidance
Online
Out-of-the-Box Reporting

Suite Growth

$87.00

per user, per month

Plan includes:

Advanced Rate Limit for Robust Apis
AI-Powered Automated Answers up to 100
AI-Powered Knowledge Management
Customisable Ticket Layouts
Easy-to-Set up Automations and Workflows
Email
Email and Phone Support From the Zendesk Team
Industry-Leading Ticketing System
Intermediate Data and File Storage
Light Access Licenses up to 50

Suite Professional

$149.00

per user, per month

Plan includes:

Advanced Rate Limit for Robust Apis
Advanced Voice Capabilities
AI-Powered Automated Answers up to 500
AI-Powered Knowledge Management
Conversion Routing Based on Agent Skill
Customisable and Shareable Dashboards
Customisable Ticket Layouts
Data Location Options
Easy-to-Set up Automations and Workflows
Email

Suite Enterprise

$169.00

per month

Plan includes:

Advanced Knowledge Management
Customisable Agent Workspaces
Customisable Branding for Web Conversions
Custom Team Roles and Permissions
Excellent Customer Support
Light Access Licenses for up to 1000
Real-Time
Robust Apis
Sandbox Environment for Change Management
Shareable and Advanced Reporting and Analytics

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Zendesk Suite Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Zendesk Suite
Account Alerts
Account Management
Activity Tracking
AI Copilot
Alerts/Notifications
Analytics
API
Archiving & Retention
Asset Tracking
Assignment Management
Audit Trail
Automated Responses
Automatic Call Distribution
Autoresponders
Availability Management
Batch Communications
Blended Call Center
Call Center Management
Caller ID
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Campaign Management
Canned Responses
Capacity Management
Case Management
Catalog Management
Change Management
Chat/Messaging
Churn Management
Client Management
Client Portal
CMDB
Commenting/Notes
Communication Management
Complaint Monitoring
Computer Telephony Integration
Configurable Workflow
Configuration Management
Contact Management
Content Creation
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
CRM
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Portal
Customer Segmentation
Customer Service Analytics
Customer Social Profiles
Customer Support
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions/Forums
Document Storage
Drag & Drop
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Filtering
For Insurance Industry
For iPad Devices
Forms Management
For Startups
Full Text Search
Gamification
Geotargeting
Group Management
Health Score
Help Desk Management
Inbound Call Center
Incident Management
Interaction Tracking
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
IVR
Knowledge Base Management
Knowledge Management
Lead Management
Live Chat
Manual Dialer
Mobile Access
Mobile App
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple Scripts
Negative Feedback Management
Offline Form
Onboarding
On-Demand Communications
On-Demand Recording
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Phone Key Input
Predictive Analytics
Predictive Dialer
Prioritization
Proactive Chat
Problem Management
Procurement Management
Progressive Dialer
Projections
Project Management
Quality Assurance
Queue Management
Real-Time Analytics
Real-Time Chat
Real-time Consumer-facing Chat
Real-Time Data
Real-Time Monitoring
Real-Time Updates
Recording
Recurring Issues
Release Management
Reporting & Statistics
Revenue Management
Role-Based Permissions
Routing
Rules-Based Workflow
Sales Pipeline Management
Screen Sharing
Search
Search/Filter
Service Catalog
Service Reporting
Single Sign On
SMS Messaging
Social Media Integration
Social Media Monitoring
SSL Security
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Templates
Text Analysis
Text Editing
Text to Speech
Third-Party Integrations
Ticket Management
Transcripts/Chat History
Transfers/Routing
Trend Analysis
Usage Tracking/Analytics
Video Support
Voice Customization
Voice Mail
VoIP Connection
Web-based Deployment
Widgets
Win/Loss Analysis

Zendesk Suite Integrations

Slack

Integration rated 4.7 from 47 reviews

Jira

Integration rated 4.3 from 31 reviews

Salesforce Sales Cloud

Integration rated 4.0 from 19 reviews

Gmail

Integration rated 4.6 from 18 reviews

Shopify

Integration rated 4.6 from 15 reviews

Integration rated 5.0 from 13 reviews

See all 202 integrations

Zendesk Suite User Reviews

Overall Rating

4.4

Ratings Breakdown

56%

33%

Secondary Ratings

Ease of Use

4.3

Value for money

4.2

Customer support

4.3

Functionality

4.4

Ilich Rafael T.

Verified reviewer

Education Management

201-500 employees

Used weekly for less than 12 months

Review source

Reviewed December 2025

Zendesk Sit

Previously 4

It feels like I am using a professional grade industrial equipment and it is incredibly powerful, reliable, and scalable, but it requires an expert and trained operator to run it effectively.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is genuinely the best at merging emails, chats, phone, and social media into one screen. And it is the gold standard for functionality.

Cons:

It feels like learning a new programming language/code or a complex excel pivot table and it is hard to set up.

Leonardo S.

Verified reviewer

Information Technology and Services

201-500 employees

Used daily for more than 2 years

Reviewed December 2025

Getting started with Zendesk from scratch

As a self-taught Zendesk Admin, having an engaged community that supports one another made it easier for me to understand the Zendesk Suite and provide quick and efficient support to customers. Especially in LATAM, where WhatsApp is widely used, the native integration with Meta makes all the difference.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Excellent customer support platform, making it easy to centralize service channels (such as email, WhatsApp, Instagram DM). The integration possibilities also make a difference, making it easy to incorporate other third-party channels.

Cons:

Many simple but useful features are left out in order to focus on new products. The community provides constant feedback, but with a focus on AI features, the Zendesk team has not tried to improve the experience of existing products (except for UI improvements).

Reasons for choosing Zendesk Suite

Support history, native channels, integrations

Filippo S.

Verified reviewer

Information Technology and Services

5001-10000 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

The most important tool for a customer care job!

Is a great reliable and efficient tool to handle the primary day to day job in a support/customer care role. It does most tasks at an excellent level.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The interface is highly customizable, the ticket management is flawless, and automations via macro allow to implement efficient workflows to manage repetitive tasks.

Cons:

Markdown can be clunky to use, and some basic spellchecking or predictive text would help immensely when composing outbound messages. Recalling a message sent by mistake is also not very straightforward.

Brian R.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

Always something that brings more value.

We like the platform and continue to grow into it. Even after 7+ years of being on it, there always seems to be something new.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Zendesk has awesome customer support. Often when I think of something I want to do or need, I can message their support and they get me an answer instantly. Their system is feature rich and flexible.

Cons:

Access to the platform can get somewhat pricey. It may be worth it to you though. That will depend on whether or not you take advantage of the many features available to you.

Reasons for switching to Zendesk Suite

We needed a comprehensive system that did knowledge management/articles. Userscape was a great budget option for many years but we outgrew it.

Verified

Reviewer

Food & Beverages

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

Good Ticketing System That Offers Good Perks

An overall good experience which gives you several options/abilities to make resolving tickets seamless.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ability to add/track time spent on tickets, tagging other agents on tickets, and merging tickets if needed.

Cons:

Tickets can sometimes get stuck in "Suspended" which requires you to add the user who sent the ticket within the suite itself.

Reasons for switching to Zendesk Suite

For more efficiency and task/time management.

Anita T.

Verified reviewer

Hospital & Health Care

1001-5000 employees

Used daily for more than 2 years

Reviewed December 2025

Zendesk Suite: Powering support with confidence

Overall, Zendesk suite serves as a robust and scalable support platform centralizing mulit-stakeholder support, improving response times through automation and self-service capabilities supported with analytics to report on support metrics.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Centralized support for multiple stakeholders Knowledge base support for self-service and internal guidance Scalability - can support growing portfolios across cross-functional teams

Cons:

Cost - licensing and add-ons are costly Lacks fine grained permission control for roles Audit trail limited

Verified

Reviewer

Computer & Network Security

501-1000 employees

Used daily for more than 2 years

Reviewed December 2025

Great Product That Enhances Our Support Operations

We are pleased with the product, as it continues to deliver exceptional value to both our team and our customers. Its reliable performance, intuitive interface, and ongoing feature enhancements have helped us streamline operations and improve the overall support experience. Zendesk’s consistent updates and focus on usability make it a dependable tool for our daily workflow.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The interface is clean and intuitive. Zendesk has clearly invested significant effort into redesigning the look and feel, making it easier than ever to navigate. The addition of new features also reflects their strong commitment to meeting customer needs and continuously improving the user experience.

Cons:

The Triggers and Automations creation page could benefit from greater flexibility to support more complex workflows. Additionally, integrating content from knowledge base articles into the chat experience would help improve ticket deflection and enhance self-service options.

Verified

Reviewer

Hospital & Health Care

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

Great Product from a Great Company.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Zendesk and Specifically Support is one of the best tools I have ever used. I was the main administrator for the software and basically lived in it all day.

Cons:

The ability to get ticket info to non users and even light agent was a struggle at times. The cost of an agent is pretty pricey and for someone that needs to see 10 or so tickets a month it simply does not work.

Roger S.

Verified reviewer

Accounting

501-1000 employees

Used daily for more than 2 years

Reviewed January 2026

Exceptional

I have had a lot of experience and in the coming months, this experience will increase even more. Over time, we will use AI.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Through integration with numerous services. Visualization, channel, and reports. Still, we have other automation features that help us.

Cons:

Values in contrast to the American market. Like Talk, it cannot be used in Brazil. Yes, we have to use other integrations.

Chrissy B.

Verified reviewer

Telecommunications

501-1000 employees

Used daily for less than 12 months

Review source

Reviewed January 2026

Very useful

It is used in the day-to-day operations of the company to organize client information and log interactions. It is essential to the way things are run.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is well-organized, easy to use, and aesthetically pleasing. It puts all the information we need in a centralized location and accesible for a variety of roles.

Cons:

I don't have any complaints on it. It is useful for the job and the product continues to be improved which I appreciate.

Showing 1 - 10 of 4065 Reviews

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