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choose better software

What Is Zendesk Suite?

Zendesk offers the industry leading customer support solution. On average, it increases customer satisfaction by 25% and agent productivity by 30% at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster.

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.

Where can Zendesk Suite be deployed?

Cloud-based
On-premise

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007

Zendesk Suite support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

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

Languages

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

Zendesk Suite pricing

Starting Price:

US$55.00/month
  • Yes, has free trial
  • No free version

Zendesk Suite does not have a free version but does offer a free trial. Zendesk Suite paid version starts at US$55.00/month.

Pricing plans get a free trial

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007

Zendesk Suite support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

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

Languages

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

Zendesk Suite videos and images

Zendesk Suite Software - 1
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Zendesk Suite video
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Zendesk Suite Software - 4

Features of Zendesk Suite

  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Asset Tracking
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • CMDB
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Cataloguing/Categorisation
  • Change Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configuration Management
  • Contact Management
  • Content Management
  • Contract/License Management
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Support
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Dashboard
  • Data Import/Export
  • Discussions/Forums
  • Document Storage
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • For Insurance Industry
  • Full Text Search
  • Geotargeting
  • Health Score
  • IVR/Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Phone Key Input
  • Prioritisation
  • Proactive Chat
  • Problem Management
  • Queue Management
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-time Consumer-facing Chat
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • SMS Messaging
  • Sales Pipeline Management
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • 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
  • Voice Customisation
  • Voice Mail
  • Workflow Configuration
  • Workflow Management

Zendesk Suite Alternatives - Capterra New Zealand 2021

Over 100,000 customers in more than 120 countries use HubSpot's award-winning software to attract, engage and delight their customers. Learn more about HubSpot Marketing Hub
Gorgias is an all-in-one customer service, customer support, and live chat helpdesk for Shopify, Magento & BigCommerce stores.
Zoho Social helps you expand your brand's social media presence through robust features, including content monitoring and analytics.
With 15+ years in the agile space, Jira offers teams the top tools and best practices to provide the right foundation for growth. Learn more about Jira
Boost productivity with customizable Docs, Reminders, Goals, Chat & more. Trusted by 800k+ teams. Streamline workflow today!
Cloud-based solution that helps businesses add live chat to websites, use canned responses, share files, and more.
SolarWinds Service Desk is a highly rated ITSM solution that helps IT teams resolve issues quickly and deliver faster, smarter services
Chat tool for connecting with customers through a mobile app or on your website. Supports chat history and performance analytics.
Award-winning help desk, ticketing, live chat, and call center software with AI capabilities, user-friendly from the start.

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
Abegail
Abegail
Risk Analyst in Philippines
Verified LinkedIn User
Consumer Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Useful Zendesk

5.0 2 months ago New

Comments: I can say that Zendesk is very mucb helpful.

Pros:

You can easily reply to the customer concern.

Cons:

Nothing much because there is a lot of ticket you can merge with.

John Epok
John Epok
Regional Platforms Lead in Philippines
Verified LinkedIn User
Telecommunications, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Deliver outstanding Customer Experience through Zendesk

4.0 4 weeks ago New

Comments: Overall still better that the rest out there, they just need to improve further their product roadmap and pricing.

Pros:

- highly-integratable with most customer channels - integratable with external chatbots and internal CRMs through API - seamless ticket life cycle

Cons:

- real-time dashboard is non-configurable - standard bot requires manual learning - pricing: add-ons cost a lot i.e. Advanced Ai, Zendesk Talk

Alternatives Considered: Freshdesk

Reasons for Switching to Zendesk Suite: As an admin, i have been using Zendesk for almost 10 years now hence I’ve built connections already and have established my mastery of the platform.

Jason
CTO in US
Retail, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Worst Support in Industry

3.0 2 weeks ago New

Comments: The service before the sale was exceptional. However, we found out too late that the service we purchased is not the service we were shown. There is no way to get support for the product. Everything costs extra.

Pros:

There is not much that has worked perfectly. The live chat has cut down on our overall customer support time, however the setup was more difficult and the maintenance is more difficult than other solutions. Most of the features that we like either don't operate on all versions of Zendesk or they only work about half of the time.

Cons:

The mobile app is almost unusable. But nothing is as bad as their support after the sale. You will get the excellent communication before the sale and you will be shown every feature Zendesk offers, but after the sale you will find out that there is no way to contact a human for support and all of the features that they showed you are not included and cost ridiculous amounts more. For instance, for us to add AI chat, business hour management and reporting to our account (all of which were included in our demo as part of the plan we were buying) it would more than double our subscription cost on a yearly basis.

Alternatives Considered: Zoho Desk and Intercom

Reasons for Switching to Zendesk Suite: We thought it would integrate better with our current systems. Unfortunately many of those integrations are poorly built or glitchy because Zendesk does not want you to use the integrations they want to upcharge you for their version of the service.

Misty
IT Manager in US
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Zendesk is a good tool to have in your tool kit.

4.0 4 months ago

Comments: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations. The intuitive interface, robust ticket management, and knowledge base features contribute significantly to providing a better customer support experience.

Pros:

The standout feature of Zendesk Suite is its seamless integration of various customer support tools, providing a unified platform for ticket management, knowledge base, and communication channels. This integration enhances efficiency, reduces response times, and contributes to an overall improved customer support experience.

Cons:

One drawback is that the pricing structure of Zendesk Suite can be relatively higher compared to some competitors, which might be a consideration for budget-conscious organizations.

Alternatives Considered: Service Fusion

Reasons for Choosing Zendesk Suite: The software was getting too costly and we needed a better-priced product.

Switched From: Salesforce Sales Cloud

Reasons for Switching to Zendesk Suite: We chose Zendesk Suite over alternative products because of its comprehensive and integrated solution. The seamless combination of ticket management, knowledge base, and communication tools within a single platform offered the efficiency and scalability we needed for our customer support operations. Additionally, the user-friendly interface and reputation for excellent customer support played a role in our decision.

Shalonda
Purchasing Manager in US
Hospital & Health Care, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Suite Life of Zendesk

5.0 2 weeks ago New

Pros:

It literally keeps track of everything. And we have the ability to add in more parameters. As well as take away parameters if no longer needed.

Cons:

Being unable to CC appropriate parties inside Zendesk.