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What Is Zendesk Suite?

Zendesk Suite is the customer service solution that is easy to use and scales with your business. On average, companies using Zendesk increase customer satisfaction by 25% and agent productivity by 30% - at any scale. Your customer interactions live in a single interface with features like web widgets, pre-defined ticket responses, and more. Get set up and run quickly. Zendesk Suite includes Ticketing System, Help Center, Community Forum, Messaging, Talk, Explore, and Sunshine Conversations.

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
Pedro
Pedro
CEO in Portugal
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

It's simply the best on the market

5.0 last month New

Pros:

This is it, it's the ultimate customer service tool

Cons:

I can't think of any cons for this software, it's just amazing seriously

Pamela
Agent in Dominican Republic
Consumer Services, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Zendesk is great for Support Ticket Management

5.0 2 months ago New

Comments: To be honest, the overall experience after using Zendesk in our department has been great! We are always on top of our metrics and this is mostly because the platform helps us run our business smoothly. Ticket Automation and being able to customize our ticket system so it can fit our specific needs is one of its best features.

Pros:

As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution.

Cons:

At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket.

Danielle
Senior Support & Product Specialist in US
Computer Software, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Cost More While Providing Less Than Competitors

3.0 2 years ago

Comments: For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.

Pros:

I had a good laugh when they advised me to use Google search instead of their own search tool.

Cons:

The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.

kreasan
Jnr HR Business Partner in South Africa
Construction, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk Suite offers both quality and quantity under the same basket.

5.0 4 months ago

Comments: Profoundly amazing. Giving the best experience to customers and creating a wonderful working environment for all.

Pros:

Achieving automations in workflows saves time and energy. It also relieves the organization the cost of hiring more personnels for the job. I have experienced a quantified benefits ranging from speed, smartness in the outcome and cost effectiveness. I highly treasure Zendesk Suite. Customers are appreciating what they get from us. Join the ride for greater achievements.

Cons:

Very clean. I find no cons for Zendesk Suite. Everything is sorted by the ease of navigation and smart results.

Tayeb
Client Care Specialist in Canada
Furniture, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Swiss army knife of online tickets

5.0 3 weeks ago New

Comments: I have used Zendesk at a formal office job for almost two years and it was very stable and very convenient to use as a hub to handle all the online requests including social media at a single place. Most softwares usually require days or weeks of training but Zendesk was very easy to use.

Pros:

A one point of contact to receive multiple online requests (Email, Facebook, Twitter) Being able to find tickets solved even years ago for a better understanding of a customers path. Being able to see who is working on a ticket in order to move on to another ticket or contact your coworker to communicate information if needed.

Cons:

The spam filter is not as aggressive as some other softwares can be but I understand that it is dependent on the team that is supposed to feed the spam filters