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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 includes the following products: Ticketing System, Help Center, Community Forum, Messaging, Zendesk Talk, Zendesk Explore and Zendesk Sunshine Conversations.
The Zendesk Suite is offered in five different plans depending on a companies need. These plans are: Team, Growth, Professional, Enterprise and Enterprise Plus. Connect with Zendesk to see which plan is best for your business.
Zendesk Suite pricing
Zendesk Suite does not have a free version but does offer a free trial. Zendesk Suite paid version starts at USD 55.00/month.
Starting Price:
USD 55.00/month
See pricing details
Free Version:
No
Free trial:
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Zendesk Suite Reviews
Feature rating
5 reviews of 4,002
View all reviews
Bo
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
5
Reviewed on 04/10/2024
Best for Banking
We optimised the customer support operations using Zendesk, and with other Zendesk products.
Pros
I believe Zendesk and products were built and designed for finance/banking industry, as the usage and features are exactly matching the team's needs.
Cons
There is just not a basic version of Zendesk that you can use, it always comes or needs additions, which means extra setup, cost, time, and training.
Derek
- Industry: Recreational Facilities & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 21/11/2024
Ease of Communication with Customers
Zendesk has made our communications way easier. Once we set it up correctly, it's increased our support for customers.
Pros
Zendesk allows us to stay connected with customers. With the ticketing system, we are able to reply to all customer emails promptly without missing any communications.
The ability to create tickets through the API, external email, and their web plugin is integral in our communication. The FAQ help through the web plugin also helps cut down on questions and provides our customers with a convenient way to answer questions on their own, before needing to reach out to us.
Cons
Setup can be a bit confusing with managing users in both admin and the support sections of the suite. Other setup issues was the complexities of macros and making sure multiple emails creates a thread correctly.
Yevgeniy
- Industry: Health, Wellness & Fitness
- Company size: 11–50 Employees
- Used Daily for 1-5 months
-
Review Source
1
Reviewed on 18/11/2024
Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand
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.
Ali
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
3
Reviewed on 22/09/2024
Zendesk Suite easy to use
My overall experience with Zendesk Suite has been positive, as it effectively centralizes customer support with a user-friendly interface and helpful automation tools. The platform makes it easy to manage tickets and integrate third-party apps, which improves both workflow and team collaboration. However, as the organization grows, the pricing can become a challenge, especially for accessing premium features.
Pros
Zendesk Suite offers a seamless, user-friendly interface that simplifies ticket management and customer support. Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency. Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality.
Cons
Zendesk Suite can become costly as you scale, with additional fees for advanced features and customization options.
Alternatives Considered
JIRA Service ManagementReasons for Switching to Zendesk Suite
I chose Zendesk Suite for its intuitive interface, robust automation capabilities, and seamless integration with third-party tools, which provided a more comprehensive and scalable solution compared to other options.
Stefano
- Industry: Business Supplies & Equipment
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
5
Reviewed on 07/11/2024
Reliable customer support platform, with strong integration capabilities
It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite represents one of the best platforms for customer support.
Pros
Intuitive user interface, fast and easy to use. It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service. Great integration with other software.
Cons
There are limited customization options for advanced users, also pricing can be quite high for smaller businesses.
