Zendesk Suite

Zendesk Suite

1,015 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

Pricing

Zendesk Suite

Suite Team: $69
per month per agent
Suite Growth: $115
per month per agent
Suite Professional: $149
per month per agent
Suite Enterprise: Contact Sales

Pricing Offerings
Zendesk Suite
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
Yes

Optional

20% discount available with annual pricing.

Community Pulse
Key User Insights
	Zendesk Suite
Considered Both Products	Zendesk Verified User Chose Zendesk Suite I haven't really used other services of this kind for some time now, but that is simply because Zendesk Suite has provided us with everything that we have needed, and have also continue improving a developing new features through time. Incentivized Helpful? Verified User Chose Zendesk Suite Hands down winner. Not even a competition. Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk Suite seemed to have a lot more customization and flexibility. We have multiple "brands" that need to follow different flows and have different needs and Zendesk Suite allowed us to easily do that. We also had strong needs for a help center and liked how their worked … Incentivized Helpful? Megan Espinosa Customer Support Manager in Customer Service at Gadget Guad (Consumer Goods, 11-50 employees) Chose Zendesk Suite We appreciated the app features and the overall features so we decided to stay with Zendesk Suite for our business needs Incentivized Helpful? Verified User Chose Zendesk Suite Although Zendesk Suites has a higher value when it comes to it's pricing, Zendesk offers more features and functionality also Zendesk Suites has already established it's name and is trusted by many businesses and organizations. Other similar products maybe cheaper and simple … Incentivized Helpful? Verified User Chose Zendesk Suite Just a simpler experience that doesn't need all the bells and whistles of a fully ITIL based platform. Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk Suite is very similar to the companies we listed, but, in my opinion, there are a lot of things that these companies do right that Zendesk Suite fails at. Particularly reporting and phone systems. We have looked into Five9 in great detail to replace our current phone … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk Suite comes with a complete package. Right from receiving customer calls to responding emails. Managing tickets and following up with customers for required information. This tool feels like the place where you can Manage more of the things Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk Suite ultimately is very capable and highly configurable. When you really get to know what options exist, there are a lot of workflows you can build for your support operation that can improve agent efficiency, and lead to higher CSAT. Incentivized Helpful? Verified User Chose Zendesk Suite Create mobile-friendly, personalized support request forms with Formstack’s easy-to-use builder ,Auto-add new support tickets to Zendesk CRM and alert your first available team member Build better customer relationships by storing everything in one, secure place and improving … Incentivized Helpful? Priyanka Nishad Senior Associate at Whitehat education technology pvt. Ltd (E-Learning, 1001-5000 employees) Chose Zendesk Suite Zendesk Suite is way less complicated than Salesforce. The response from the team is prompt if the company is in need. It's all in one place. Commercial friendly as well. Cost effective to what we pay. Used by MNC's hence better clarity of the suite even brand wise. Zendesk … Incentivized Helpful? Verified User Chose Zendesk Suite Netsuite has basic case management suits and it lacks essential features for CX purposes. From reporting prospective, it lacks basic requirements. Zendesk Suite, however, comes with feature rich cx experience for the team as well as users. On the self help portal, users have … Incentivized Helpful? Stephanie Abramovici Sr Manager of CX in Customer Service at OUAI (Consumer Goods, 51-200 employees) Chose Zendesk Suite Gorgias is easier to set-up and use on a basic level, however doesn't offer as many customizations. Zendesk Suite is a better choice for our scale, and the needs of reporting. Incentivized Helpful? Verified User Chose Zendesk Suite The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk Suite provides a unified agent workspace and advanced AI agents, flow builders, customer intent as well as triggers, automations and rules that drive efficacy unlike Freshdesk. Incentivized Helpful? Charlotte Eaves Zendesk Systems Engineer in Information Technology at Alchemy (Information Technology & Services, 201-500 employees) Chose Zendesk Suite Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk … Incentivized Helpful? Verified User Chose Zendesk Suite We used Zendesk Suite initially to bring live support to our customers and it was a success, however we have since migrated away from Zendesk Suite in favour of Genesys Cloud CX. Our IT team had previous experience with this platform for our phone system and it offers many … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk was the most organized, integrateable option between the other options I've used before. Incentivized Helpful? Daniel Lampkin Technical Support in Customer Service at ConEst Software Systems (Computer Software, 11-50 employees) Chose Zendesk Suite Zendesk is above and beyond better than Goldmine. We still use it for historical purposes, but for all new trouble tickets it's definitely Zendesk Suite all the way. The only advantage goldmine has over Zendesk Suites is that our sales people can access information about … Incentivized Helpful? Verified User Chose Zendesk Suite The fact that Zendesk will allow us to integrate a lot of apps by our own, to create rules, triggers, automation and severall other features by our own was a great opportunity. - even in the situation we are, that we are not having the people available to adjust the support … Incentivized Helpful? Thomas Verschoren Senior Solutions Specialist in Professional Services at Premium Plus (Information Technology & Services, 11-50 employees) Chose Zendesk Suite Freshdesk lacks the integration across channels. Their chat and email experience feels disconnected. Their reporting lacks customizability and some data is just not available. For agents pulling in external information is more complex due to it's lack of fully integrated apps … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk suite provides assistance; you can chat, email, call, keep track of all the business SLAs, productivity, and customer messages, and send and share links to easily access our website. It is very important in rearranging our workflow, minimizing breaching tickets, and … Incentivized Helpful? Verified User Chose Zendesk Suite Although these newcomers have great UIs and are excellent products (particularly Intercoms AI Fin agent), Zendesk still offers a robust stability I find more secure to use, particularly for companies with strong ISO compliances to cater to and uphold. Zendesk is still in a … Incentivized Helpful? Verified User Chose Zendesk Suite we have chosen to use Zendesk because we have read reviews from other companies, we have researched so we would exactly how it works and what benefits it would bring to our business to better our customer's experience without any hassles or difficulties and without delaying the … Incentivized Helpful? Verified User Chose Zendesk Suite In my opinion, comparing with intercom Zendesk Suite is far superior in every customization, automation and escalation aspect Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

Zendesk Suite

Comparison of Incident and problem management features of Zendesk Suite
Feature	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	9.1153 Ratings
Expert directory	8.3102 Ratings
Subscription-based notifications	8.6106 Ratings
ITSM collaboration and documentation	8.5104 Ratings
Ticket creation and submission	9.3153 Ratings
Ticket response	9.3152 Ratings

Comparison of Self Help Community features of Zendesk Suite
Feature	Zendesk Suite 8.5 139 Ratings
External knowledge base	8.5133 Ratings
Internal knowledge base	8.5127 Ratings

Comparison of Multi-Channel Help features of Zendesk Suite
Feature	Zendesk Suite 9.0 150 Ratings
Customer portal	9.2121 Ratings
IVR	8.659 Ratings
Social integration	8.697 Ratings
Email support	9.4147 Ratings
Help Desk CRM integration	9.2112 Ratings

User Ratings
	Zendesk Suite
Likelihood to Recommend	9.0 (192 ratings)
Likelihood to Renew	10.0 (43 ratings)
Usability	8.9 (65 ratings)
Availability	8.6 (13 ratings)
Performance	8.0 (10 ratings)
Support Rating	5.5 (31 ratings)
In-Person Training	10.0 (1 ratings)
Online Training	7.9 (9 ratings)
Implementation Rating	9.0 (18 ratings)
Configurability	9.3 (3 ratings)