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What Is Zendesk Suite?

Power up your customer service with Zendesk, the all-in-one support software that delivers exceptional experiences. With intuitive self-service tools and AI chat capabilities that streamline support, 60% of customers see a CSAT increase, and 85% gain better visibility into their internal operations after implementing Zendesk. Provide self-service and cross-channel support, so it's easy for customers to quickly get the answers they need, when they need them.

Who Uses Zendesk Suite?

Over 110,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

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Reviews of Zendesk Suite

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.3
Features
4.4
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Nikita
Nikita
Marketing Manager CRM in Germany
Verified LinkedIn User
Machinery, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Strong Customer Support Tool

5.0 2 weeks ago New

Pros:

We ended up having to switch to Zendesk from other ticket support systems due to complexities in developments required for our needs. Zendesk matched our needs in more functions and was safer and faster to deal with on many levels. The interface is all there and what anyone would expect from the tool, many features truly save time and cut on repeated actions. We mainly use it for ticketing our external dealers and customers related to working with us as well as their App tickets.

Cons:

There is not a lot to mention here. However, support sometimes could have been handled better and not so slow for a desk management software, some FAQ and learning or informative pages feel outdated.

Brenden
CTO in Belgium
Computer Software, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

All in one package for customer support and external documentation

5.0 last month New

Pros:

Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people.

Cons:

The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to.

Rudy
Rudy
Founder in Lebanon
Verified LinkedIn User
Internet, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

Alternatives Considered:

Worst Experience with Zendesk Suite - Avoid at All Costs

1.0 3 weeks ago New

Comments: Our overall experience with Zendesk Suite was dreadful. Despite being long-time users, we faced continuous hassles and struggles, particularly with their payment structure and unresponsive support team. When we attempted to downgrade our user numbers, a small oversight led to an automatic renewal, and our account manager failed to respond in time. This resulted in unnecessary charges that we could not afford, and Zendesk showed no willingness to provide a solution. In the end, we lost all our data and help center content. Their rigid policies, poor customer service, and illogical pricing model have caused significant damage to our business. I strongly advise against using Zendesk Suite as there are far better alternatives available.

Pros:

The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market.

Cons:

Extremely poor customer service and support. Payment methods and structure are convoluted and inflexible. Account managers are solely focused on making money rather than helping customers. Unresponsive and evasive support team, often citing vacations as a reason for delays. Inability to downgrade user numbers in a timely manner, leading to unnecessary charges. Lost all our data and help center content due to their rigid policies. Overall, their pricing model and policies are illogical and harmful to loyal customers.

James
Music Manager in Canada
Music, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Steve Rob Music - Zendesk Suite Review

5.0 2 months ago

Comments: 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.

Nico
Network and Security Systems Administrator in Bahamas
Construction Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk Suite offers the best customer support. It's a gem

4.0 2 months ago New

Comments: If you want to be a pro in providing customer support,you should work with Zendesk Suite and make it easier for your customers.

Pros:

They deliver a very impressive customer service and it's very easy to monitor the needs of your business and that's why it's my favorite. Zendesk Suite is very flexible it favors even the beginners and all business types

Cons:

I ain't complaining about anything about this tool.