About Zendesk Suite

Zendesk offers a cloud-based customer support solution. All the customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. The customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk also serves various businesses across several of industries and all company sizes, offering service and support in multiple languages.

Zendesk enables support agents to manage conversations with customers across all channels, in one consolidated Agent Workspace. Using automated triggers, customers can be engaged at the moment support is needed, before they've asked their question. Live chat analytics also provide measurable insight on customer satisfaction and agent performance, to help businesses ensure that their support services continuously improve.

Zendesk Suite includes the following products: Ticketing System, Help Center, Community Forum, Messaging, Zendesk Talk, Zendesk Explore and Zendesk Sunshine Conversations.

Pricing starting from:

USD 55.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Zendesk Suite

The fastest way to great customer support. Rapid setup and deployment.
Increase and improve the quality of customers interactions.

Support your customers across any communication channel including web, email, chat, and social media.

Improve support team productivity and morale. Our customers love us!
Powerful reporting and advanced analytics including 20+ ready to use reports and dashboards.

Quick and easy adoption - no training required. Easy to onboard new agents.
Seamlessly integrate with existing business systems and software using our open API.
Over 700 out-of-the-box integrations with business software such as Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.

Low TCO and month-to-month payment options.
Secure, reliable, and scalable solution that will meet the demands of your growing business.
World class customer service from our team of highly-skilled customer advocates.

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premises

Markets

Australia, Austria, Belgium, Brazil, Canada and 20 others

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

Pricing starting from:

USD 55.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

Zendesk Suite Software - Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk Suite Software - Keep a pulse on agent performance with easy to view and navigate dashboards
Zendesk Suite Software - Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Zendesk Suite Software - Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Zendesk Suite Software - Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Zendesk Suite Software - Easily collaborate with other teams to get involved in solving customer questions.
View 7 more
Zendesk Suite video
Zendesk Suite Software - Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk Suite Software - Keep a pulse on agent performance with easy to view and navigate dashboards
Zendesk Suite Software - Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Zendesk Suite Software - Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Zendesk Suite Software - Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Zendesk Suite Software - Easily collaborate with other teams to get involved in solving customer questions.

Features

Total features of Zendesk Suite: 180

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

Alternatives

Talkdesk

4.5
#1 Alternative to Zendesk Suite
Talkdesk provides all the benefits of enterprise contact center software, without all the complexity.

Zingtree

4.4
#2 Alternative to Zendesk Suite
Zingtree allows you to build no-code, interactive decision trees that help you create agent scripts, guide customers,...

SupportBee

4.3
#3 Alternative to Zendesk Suite
SupportBee is the easiest way to manage your customer support emails. It is a web-based email support tool that helps...

Freshservice

4.5
#4 Alternative to Zendesk Suite
Freshservice is a multi-channel solution to resolve issues raised by users with powerful automation capabilities to...

Reviews

Overall rating

4.4 /5
(4,022)
Value for Money
4.2/5
Features
4.4/5
Ease of Use
4.3/5
Customer Support
4.3/5

Already have Zendesk Suite?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 4,022
Pat
Pat
Overall rating
  • Industry: Music
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Efficient and practical: Great but a bit pricey

Reviewed on 01/09/2023

Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular...

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.

Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Best all-in-one customer support software

Reviewed on 05/12/2024

Data flows through Zendesk very well from chat, tickets, to the helpdesk. Their health desk and...

Data flows through Zendesk very well from chat, tickets, to the helpdesk. Their health desk and ticketing is definitely better than their chat however. That part can be improved.

Pros

The best all-in-one customer service platform I've used. Their customer service especially is great, and mostly based in USA/Canada.

Cons

I wish for the high price they charge that it had more powerful customer chat features like a Bird for example. And easy to customize more easy to customize templates without needing a developer to make adjustments.

Yevgeniy
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand

Reviewed on 18/11/2024

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation...

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period.

Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing.

We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care.

INVOICE here:
https://drive.google.com/file/d/1VPps_T8JTaCa2mY01TERXsQ86CV2Ztjn/view?usp=drive_link

Pros

I have not found any pros in the service.

Cons

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period.

Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing.

We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care.

Britta
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Works great for marketing tickets

Reviewed on 01/11/2024

We just switched to Zendesk for ticketing from an internal platform this year.

We just switched to Zendesk for ticketing from an internal platform this year.

Pros

Easy to use and navigate. It is pretty self-explanatory with great features.

Cons

There is a lot of room for user error (like any other ticketing system)

James
Overall rating
  • Industry: Music
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Steve Rob Music - Zendesk Suite Review

Reviewed on 14/05/2024

Our experience is great, and we are happy to continue using Zendesk.

Our experience is great, and we are happy to continue using Zendesk.

Pros

We have used Zendesk for about 3 months. We really enjoy how easy it is to customize branding, add or remove agents, and setup specific policies. We enjoy how we are able to do everything with an easy to use dashboard which has everything all in one place. We also utilize Zendesk on our other platforms, such as our websites, merch store, etc. It's very easy to integrate and our customers enjoy it!

Cons

Zendesk is very costly, but we were able to get a discount as we are a startup company. I would like if Zendesk had a free plan to begin with. Obviously there would be some limited features unless you upgraded, but it would allow things like web chat or a certain number of agents.

Showing 5 reviews of 4,022 Read all reviews

Zendesk Suite FAQs

Below are some frequently asked questions for Zendesk Suite.

Zendesk Suite offers the following pricing plans:

Support only pricing starts at $19 per agent/month. Suite pricing starts at $55 per agent/month. Free trial available.

Zendesk Suite has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Zendesk Suite supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Zendesk Suite supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Zendesk Suite integrates with the following applications:

123FormBuilder, 3CLogic, AWeber, ActiveCampaign, Adobe Commerce, Agile CRM, Agile Central, Aha!, Aircall, Akita, Algolia, Ameyo, Asset Panda, Autotask PSA, Azuqua, Beanstalk, Bedrock Data, Benchmark Email, BigCommerce, Bird, Bitium, Bloomfire, Box, Breeze, Brushfire, Built.io Flow, CXone Mpower, Calendly, Callmaker, Capsule, ChargeDesk, ChargeOver, Chargebee, ChartMogul, CheckMarket, Cirrus Insight, ClicData, ClickDesk, ClickHelp, Close, CloudAgent, ConnectWise ScreenConnect, Crisp, Customer Thermometer, Cyclr, Cyfe, DataHero, Databox, Device42, Dialpad, Dropbox Business, Drupal, EZ Texting, EZOfficeInventory, Easy Insight, Elastic Enterprise Search, Emma by Marigold, Five9, Flowlu, Formstack Forms, FreshBooks, Freshdesk, FullContact, Gainsight CS, Geckoboard, Genesys Cloud CX, Get Satisfaction, GetResponse, Google Analytics 360, HappyFox Chat, Harvest, Helpjuice, Helpshift, Hexnode UEM, Higher Logic Thrive, Higher Logic Vanilla, Highrise, Hippo Video, Hootsuite, HubSpot CRM, Hubstaff, Humanity, Igloo, Inbenta, Instabug, Instagram, Intercom, Jira, Jitterbit, Joomla, Keap, Kixie PowerCall, Klaviyo, Kommo, Kudos, Lessonly, Litmos, LiveChat, LiveOps, LogMeIn Rescue, LoginRadius, Mailchimp, ManageEngine ADManager Plus, ManageEngine Endpoint Central, MeisterTask, Membrain, Meta for Business, Microsoft Excel, Microsoft Outlook, Microsoft Viva Engage, Mixpanel, Moxo, MyFeelBack, Nextiva, Nicereply, Nutshell, Okta, Olark, OneLogin, Operations Hub, OpsGenie, OroCRM, Ottspotta, OutSystems, PagerDuty, PandaDoc, Pendo, Pipedrive, Pivotal Tracker, Planview PPM Pro, Playvox, Plecto, Podio, PrestaShop, ProProfs Knowledge Base, Productboard, Projector by BigTime, QuickBooks Online Advanced, Quip, Quiq, Redmine, SAP Business One, Sailthru by Marigold, SalesSeek, Salesforce Sales Cloud, ScreenSteps, Segment, Serviceware Knowledge, Setmore, Sharpen, Shopify, Skilljar Customer Education, Skyvia, Slack, Slemma, Smartling, Smartlook, Smartsheet, SolarWinds Service Desk, Solve CRM, Spinify, SpiraTeam, Sprinklr, Sprout Social, SugarCRM, SupportSync, SurveyLab, TMetric, Talkdesk, TeamViewer Remote, Teamgate, Teamwork.com, Time Doctor, TimeCamp, TimeLog, Totango, Transifex, Tray.io, Trello, Truly, Trustpilot, Twilio, UserVoice, Userlike, Usersnap, ValueOps, Velaro, VeriShow, Vidyard, Vivocha, WHMCS, Wistia, WooCommerce, Woopra, WordPress, Workato, WorkflowMax, XCALLY, Yext, Yodiz, Yonyx, Yotpo, Zapier, Zen Cart, Zendesk Sell, Zight (formerly CloudApp), Zingtree, Zoho Analytics, Zoho Assist, Zoho Billing, Zoho Books, Zoho CRM, Zoho Inventory, Zoho Invoice, Zoom Workplace, elevio, eyeson, iorad, kintone, miniOrange, xMatters

Zendesk Suite offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Zendesk Suite.