Zendesk Support Suite

About Zendesk Support Suite

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types.

Screenshots & Videos

Pricing

Free Trial Available
Starts at $19.0. Offers Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

99%
Reviews

86%
Momentum

60%
Popularity

60%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Zendesk Support Suite Awards

# 7 Fastest Growing Software Help Desk Software
Q2 2024

# 12 Fastest Growing Software Help Desk Software
Q2 2023

# 17 Highly Rated Help Desk Software
Q1 2022

# 14 Highly Rated Help Desk Software
Q1 2021

# 6 Fastest Growing Help Desk Software
Q1 2021

# 4 Highly Rated Help Desk Software
Q3 2019

# 2 Fastest Growing Help Desk Software
Q3 2019

# 4 Most Searched Help Desk Software
Q3 2019

Zendesk Support Suite Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

99%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

Zendesk Support Suite Pricing

Free Trial

Available

Pricing Options

Premium Plans ( Subscription / Quotation Based )

MONTHLY YEARLY

Suite Team $55.00 $69.00 per user / month

Features

Ticketing system
Email, chat, voice, social messaging and more
Help centre
AI Agents (New)
Prebuilt analytics dashboards
1,000+ apps and integrations
Pre-defined responses (macros)
Custom business rules (triggers and automations)
Online support from the Zendesk team
Digital onboarding and adoption resources
Eligible for Workforce Management add-on
Eligible for Quality Assurance add-on

Suite Growth $89.00 $115.00 per user / month

Features

Ticketing system
Email, chat, voice, social messaging and more
Help centre
AI Agents (New)
Prebuilt analytics dashboards
1,000+ apps and integrations
Pre-defined responses (macros)
Custom business rules (triggers and automations)
Online support from the Zendesk team
Digital onboarding and adoption resources
Eligible for Workforce Management add-on
Eligible for Quality Assurance add-on
Multiple ticket forms
Light Agents
Service level agreements (SLA)
Customer satisfaction ratings (CSAT)
Multilingual support and content
Self-service customer portal
Business hours

Suite Professional $115.00 $149.00 per user / month

Features

Ticketing system
Email, chat, voice, social messaging and more
Help centre
AI Agents (New)
Prebuilt analytics dashboards
1,000+ apps and integrations
Pre-defined responses (macros)
Customised business rules (triggers and automations)
Online support from the Zendesk team
Digital onboarding and adoption resources
Eligible for Workforce Management add-on
Eligible for Quality Assurance add-on
Multiple ticket forms
Light Agents
Service level agreements (SLA)
Customer satisfaction ratings (CSAT)
Multilingual support and content
Self-service customer portal
Business hours
Customised and live analytics
Side conversations
Skills-based routing
Integrated community forums
Data location options
HIPAA enabled
Access to Sunshine Conversations
Eligible for Advanced AI add-on

Suite Enterprise Custom

Features:

Ticketing system
Email, chat, voice, social messaging and more
Help centre
AI Agents (New)
Prebuilt analytics dashboards
1,000+ apps and integrations
Pre-defined responses (macros)
Custom business rules (triggers and automations)
Online support from the Zendesk team
Digital onboarding and adoption resources
Eligible for Workforce Management add-on
Eligible for Quality Assurance add-on
Multiple ticket forms
Light Agents
Service level agreements (SLA)
Customer satisfaction ratings (CSAT)
Multilingual support and content
Self-service customer portal
Business hours
Custom and live analytics
Side conversations
Skills-based routing
Integrated community forums
Data location options
HIPAA enabled
Access to Sunshine Conversations
Eligible for Advanced AI add-on
Eligible for Advanced Data Privacy and Protection add-on
Sandbox
AI-powered Content Cues
Content blocks
Custom agent roles
Dynamic, contextual workspaces

Suite Enterprise Plus Custom

A comprehensive solution that meets all enterprise needs.

Features

Optimize support and fine-tune change management with our most robust sandbox
Scale your business with our highest API rate limits
Protect your operations with enhanced disaster recovery

Support Team $19.00 $19.00 per user / month

Deliver faster support by consolidating customer issues all in one place with conversation history and out-of-the-box reporting.

Features

Ticketing system
Email, X, and Facebook
Customer details and conversation history
Business rules
Out-of-the-box reporting and analytics
Eligible for workforce management add-on
Eligible for quality assurance add-on

Support Professional $55.00 $55.00 per user / month

Improve customer satisfaction with automated customer feedback and internal customer service benchmarks.

Features

Ticketing system
Email, X, and Facebook
Customer details and conversation history
Business rules
Out-of-the-box reporting and analytics
Eligible for workforce management add-on
Eligible for quality assurance add-on
Business hours
Customer satisfaction surveys (CSAT)
Multilingual support
Service level agreements (SLA)
Eligible for Advanced AI add-on

Support Enterprise $115.00 $115.00 per user / month

Scale support with ease and optimize agent workflows with skills-based ticket routing and custom roles and permissions.

Features

Ticketing system
Email, X, and Facebook
Customer details and conversation history
Business rules
Out-of-the-box reporting and analytics
Eligible for workforce management add-on
Eligible for quality assurance add-on
Business hours
Customer satisfaction surveys (CSAT)
Multilingual support
Service level agreements (SLA)
Eligible for Advanced AI add-on
Eligible for Advanced Data Privacy and Protection add-on
Skills based routing
Custom agent roles
Contextual workspaces
Sandbox

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 10/04/2024 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Zendesk Support Suite Pricing

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Zendesk Support Suite Reviews

User Rating

4.3/5 (Based on 6,579 Ratings)

Rating Distribution

Excellent
58.9%
Very Good
27.6%
Average
4.5%
Poor
1.3%
Terrible
7.7%

User Sentiments

Extensive Integrations, Comprehensive Reporting Functionality, Easy to Use Interface, Helpful Knowledge Base

Slow Support Response Times, Lack of Advanced Chat Features, Inflexible User Management, Confusing Navigation

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Review Summary

Zendesk Support is widely praised for its user-friendly interface, customizable features, and robust reporting capabilities. It is particularly lauded for its ability to streamline customer service processes, facilitate effective agent collaboration, and enhance customer satisfaction. However, some reviewers have expressed concerns about its pricing structure and the occasional occurrence of technical glitches. Additionally, some users have found the reporting functionality to be somewhat limited.