Zendesk Support Suite
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Zendesk Support Suite
By Zendesk
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4.3 out of 5 stars
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Zendesk Support Suite Reviews & Product Details - Page 19

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Zendesk Support Suite Overview

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What is Zendesk Support Suite?

Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. Zendesk solution works out-of-the-box, and is easy to modify in the event of change, enabling businesses to move faster. Zendesk also helps businesses leverage cutting-edge AI for Service teams to resolve customer issues faster and more accurately. Built on billions of CX interactions, Zendesk AI can be leveraged across the entire service experience from self-service, to agents, to admins, to help you grow and operate efficiently at scale. Zendesk empowers agents with tools, insights, and context they need to deliver a personalized service experience on any channel, whether it's social messaging, phone or email. Zendesk brings together everything a service team needs – from personalized conversations and omnichannel case management, to AI powered workflows and agent tools, automation, and a Marketplace of 1200+ apps – all safeguarded under one roof. And our solution is easy to implement and adjust on the fly, freeing teams from requiring IT, developers and expensive partners to make ongoing changes. At Zendesk we’re on a mission to simplify the complexity of business and make it easy for companies to create meaningful connections with customers. From startups to large enterprises, we believe that intelligent, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves over 130K global brands across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.

Zendesk Support Suite Details
Product Website
Discussions
Zendesk Support Suite Community
Languages Supported
Arabic, Catalan, Czech, Danish, German, Greek, English, Estonian, Persian, Finnish, French, Irish, Hebrew, Hindi, Croatian, Hungarian, Indonesian, Icelandic, Italian, Japanese, Georgian, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)
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Product Description

Provide customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.

How do you position yourself against your competitors?

Zendesk’s frictionless omnichannel agent workspace increases agent productivity and improves the overall CX. The Support Suite removes the need to purchase and integrate various third party tools, resulting in lower total cost of ownership, less complexity, and faster time to value.

Seller Details
Seller
Zendesk
Company Website
Year Founded
2007
HQ Location
San Francisco, CA
Twitter
@Zendesk
105,054 Twitter followers
LinkedIn® Page
www.linkedin.com
6,641 employees on LinkedIn®
Ownership
NYSE: ZEN
Phone
+1 (415) 418-7506
Description

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world.

TG
Overview Provided by:
Tina Gholami

Recent Zendesk Support Suite Reviews

Verified User
A
Verified UserMid-Market (51-1000 emp.)
5.0 out of 5
"Truly Confounding"
The option is easy to use and very much convenient in my workspace making my life much more easier
Read more
Mandisa C.
MC
Mandisa C.Mid-Market (51-1000 emp.)
5.0 out of 5
"ZENDESK"
it allows communication with the seller to be clear
Read more
Sthabile M.
SM
Sthabile M.Mid-Market (51-1000 emp.)
5.0 out of 5
"How ease to use the app"
It's very easy to use and helpful, we do need it for daily basis it being ease helps alot.
Read more

Zendesk Support Suite Pricing

Support Only (Team)
$19.00
1 user per month billed annually
Support Only (Pro)
$55.00
1 user per month billed annually
Support Only (Enterprise)
$115.00
1 user per month billed annually
Suite Team
$55.00
1 user per month billed annually
See all 7 Zendesk Support Suite pricing levels
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Zendesk Support Suite Security
Get security information from Zendesk Support Suite to help you buy the right software. View Security Information

Zendesk Support Suite Media

Zendesk Support Suite Demo - Agent Workspace
Unify your channels. Maintain relevant, personal conversations across any channel, including social messaging (Whatsapp, Line, Apple Business Chat, and more).
Zendesk Support Suite Demo - Collaboration
Agents can quickly loop in other teams to resolve a support conversation across email, Slack or other internal channels.
Zendesk Support Suite Demo - Views
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 Support Suite Demo - Skills Based Routing
Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Zendesk Support Suite Demo - Performance Dashboards
Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Zendesk Support Suite Demo - Performance Dashboards
Keep a pulse on agent performance with easy to view and navigate dashboards
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Official Downloads

Answer a few questions to help the Zendesk Support Suite community
Have you used Zendesk Support Suite before?
Yes

Video Reviews

Review by Bishoy J.
Zendesk Support Suite review by Bishoy J.
Play Zendesk Support Suite review by Bishoy J.
Good Tool for customer service
Review by Gage A.
Zendesk Support Suite review by Gage A.
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Zendesk Support Suite Review
Review by Corey V.
Zendesk Support Suite review by Corey V.
Play Zendesk Support Suite review by Corey V.
Convenient and easy to use chat tool. Great for connecting with customers!
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6,150 Zendesk Support Suite Reviews

4.3 out of 5
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6,150 Zendesk Support Suite Reviews
4.3 out of 5
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Zendesk Support Suite Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for Zendesk Support SuiteQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Britney N.
BN
Head of Customer Service
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Zendesk Support Suite?

For the past couple of years, we've been utilizing Zendesk, and the positive impact it's had on our ability to serve customers has been truly remarkable Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

Nothing comes to mind at the moment, Zendesk is able to do all that we want it to. Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

This platform has streamlined the process for our agents to efficiently resolve customer tickets, calls, and chats. Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
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We are thrilled you are having a great experience with us, Britney! Your feedback means everything to us and inspires us to keep pushing ourselves to provide even better services for our amazing users like you. We would love to hear your thoughts, comments, suggestions, and feedback on our community page. Let's continue to make our platform the best it can be together!

Community link here: https://support.zendesk.com/hc/en-us/community/topics

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Verified User in Consumer Goods
UC
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: Organic Review from User Profile
What do you like best about Zendesk Support Suite?

What I like best about the Zendesk Support Suite is its versatility and user-friendly interface. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

One common dislike of the Zendesk Support Suite is its pricing structure, which can become expensive as you scale or add more features. Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Zendesk Support Suite solves issues like managing multi-channel support, ticket management, enabling automation and self-service, and providing analytics, ultimately enhancing customer satisfaction and team efficiency. Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
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Hello! We're happy to hear that you find Zendesk to be versatile and very easy to use!

We appreciate your support and look forward to making your experience with us even better!

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JH
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Zendesk Support Suite?

I haven't used Zendesk for a few years, but now that they have an amazing Suite it's a no brainer. In fact their ability to bring on meaningful AI will change the way you handle customers forever. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

Zendesk still has an opportunity to get better at alignment of the customer profile and lifecycle rather than being so transactional Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Real time resolution and better KPI total engagement Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
Editedit

Hey Jason! Thanks for taking the time to leave this amazing review!

We always strive to provide better support, and hearing this feedback will help us to improve our services.

You may also check out the link below to give us more feedback and/or suggestions.

https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk

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Angela L.
AL
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
(Original )Information
What do you like best about Zendesk Support Suite?

It is easy to use and easy to train new people to use as well. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

It can sometimes get overwhelmed with changes added and start to not function properly, which can be confusing to understand the limitations and where changes need to be made. Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

It is helping to reach and help our customers, whether by email or live chat. We can also easily track interactions with each customer. Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
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We appreciate your time in sharing your thoughts and experience, Angela. Our team is listening — we're always looking for ways to improve. We'll take note of this feedback. Our community team have this amazing topics you could look into. Check out this guide: https://support.zendesk.com/hc/en-us/community/topics We're one message away if you need more help.

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Verified User in Legal Services
IL
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Zendesk Support Suite?

We are new to the platform and the thing that I like most is the reporting. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

The sales process has caused our project to roll out much later than desired. Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

It's not been depolyed just yet. Review collected by and hosted on G2.com.

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Helpful?
Share
Admin Approval Link
RY
Sr. Systems Engineer
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: Seller invite
Incentivized Review
What do you like best about Zendesk Support Suite?

I appreciate the functionality in ZenDesk that enables us to engage in more effective and meaningful conversations with our members through various communication channels such as email, live chat, phone, or social media. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

I don't have any strong dislikes, but if I may offer a suggestion, it would be to update the site to a more modern design. Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

ZenDesk helps bridge the gap between communication channels by providing all the tools needed in one central location for various applications. Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
Editedit

Thank you for taking the time to provide us with your feedback, Robert. We truly appreciate hearing your thoughts on member engagements through our Zendesk Communication options. Your input is invaluable to us as we continuously strive to enhance our services. Your feedback helps us understand our users' needs better and enables us to make improvements that enhance the overall user experience. 

Any other comments, suggestions, concerns, and feedback can be lodged through our support channel: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk 

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Admin Approval Link
Evgeny K.
EK
Sr. IT Director
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Zendesk Support Suite?

AI capabilities make the product superior to its competitors. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

I would like to see more integration with other platforms. A Mobile IOS app for the end users would be helpful. Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Internal service desk with a single entry point servicing various departments. Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
Editedit

Hi Evgeny! Thank you for leaving this great review!

If you have any suggestions or other feedback, you can let us know via our support channel: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk

Feel free to check out our community forum for info on how to request certain features as well: https://support.zendesk.com/hc/en-us/community/topics

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Jon M.
JM
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
(Original )Information
What do you like best about Zendesk Support Suite?

I like how easy it is to use, how it integrates with our phone provider and our meeting/webinar host. Very easy to create custom macros to help automate frequently-used functions. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

I would like the ability to associate an email address to more than one contact, as well as using multiple shared phone numbers for contacts. Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Allows us to have all our support tickets available & easy to find, as well as have different people involved when necessary. Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
Editedit

Hey Jon! Thanks for taking the time to leave a review!

Regarding your concern on associating multiple shared phone numbers for contacts, you can! You may check out our community forum if you have questions or concerns regarding this feature.

https://support.zendesk.com/hc/en-us/community/topics

We always strive to provide better support, and hearing your feedback will help us to improve our services. You may also check out the link below to give us more feedback and/or suggestions.

https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk

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Admin Approval Link
AB
Co-founder, CPO
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Zendesk Support Suite?

It makes our support operations fast, smooth and helps us achieve a high NPS score Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

Nothing significant, but it is relatively expensive Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Managing support tickets effectively in a customer-centric, agile organisation. Helps us achieve high customer satisfaction and a high NPS score. Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
Editedit

Hey Anders! We're happy to hear that Zendesk helps your business achieve high customer satisfaction and high NPS scores!

If you need any help anything Zendesk related, feel free to reach out to us via our messaging widget or check out our community forum: https://support.zendesk.com/hc/en-us/community/topics

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Admin Approval Link
MC
Customer representative
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Review source: Organic Review from User Profile
Guest users or non-business users of the software, not included in G2 scores.
What do you like best about Zendesk Support Suite?

Everytime if i had a problem with my log in i always reach out to zendesk asking any help. Zendesk never failed to help me not only me but my collagues. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

Zendesk is always good on us. as of the moment i never dissapoint on zendesk. Review collected by and hosted on G2.com.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Zendesk is our main help desk. They help on us to access our tools once we have encountered an error when logging in. They benefits by internal helpdesk management. Review collected by and hosted on G2.com.

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Response from Zendesk Sam of Zendesk Support Suite
Editedit

Hey Marlon! Thank you for leaving this extremely good review!

We're glad to hear that Zendesk has never failed to help you!

If you need any help with anything Zendesk related, feel free to reach out to us via our messaging widget or check out our community forum: https://support.zendesk.com/hc/en-us/community/topics

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