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.

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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

100%
Reviews

86%
Momentum

60%
Popularity

63%

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

100%

Unique Features

Multi-brand Help desk

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

Standard Features

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

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

Service Desk Features

Problem Management

Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions.

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.

Prioritization

Arrange the list of activities, incidents, and tasks based on their relative importance

Mobile Access

Allows accessing the software and product/service related information from a mobile device

Reporting (Analytics)

Provides insightful reports and important business metrics to track and measure the outcomes and progress.

Incident Management

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

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.

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

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

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

Multi-language Support

Available in multiple languages to support global customers

Walk-up Experience

Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service.

Request Management

Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options.

CMDB

Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle.

Change Management

Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs.

Remote Access

Permits users to access applications and files, whether traveling or working remotely away from the office or home network.

Asset Management

Manages the entire lifecycle of the physical assets of your organization

Zendesk Support Suite Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Premium Plans ( Subscription / Quotation Based )

Pricing Plans

MONTHLY YEARLY

Support Team $19.00 $25.00 per month

Get up and running fast with streamlined email support.

Features

Ticketing system
Email
Contact form and Web Widget
Facebook and X
Unified Agent Workspace across channels*
Customer details and conversation history
Predefined responses with macros
Custom business rules with triggers and automations
Prebuilt analytic dashboards
Prebuilt apps and integrations
On-demand trainings and best practices
Online support from the Zendesk team

*Additional channels available are on Support Team as add-ons.
**Additional fees apply.

Suite Team $55.00 $69.00 per month

Automate service with multichannel support and AI.

Features

Includes features of Support Team plan, plus
AI agents (Featured)
Customer and internal knowledge base
Google Analytics for help center
Messaging with live chat capabilities
Proactive messaging to customers
Social messaging including Instagram, WhatsApp, Slack, and more
Phone support with call routing
Automated phone ticket creation
Voicemail and call recording
Text messaging**

Suite Professional $115.00 $149.00 per month

Optimize operations with data and customizations.

Features

Includes features of Suite Team plan,plus
Live and custom analytics
Skills-based routing
Side conversations
Customer satisfaction ratings & surveys
Service level agreements (SLA)
View and comment-only access with Light agents
Multiple ticket forms
Customer self-service portal
Business hours
Interactive voice response (IVR, phone trees)
HIPAA enabled
Data location options
Multilingual support and content

Suite Enterprise Custom

Adapt service safely with change management tools.

Features

Includes features of Suite Professional plan, plus
Sandbox
Custom agent roles
Content blocks
Audit logs
Approval workflows
Dynamic, contextual workspaces
Extended queue size and wait times
Up to 300 help centers
Ticket queues to avoid agents cherry-picking
Business rules analysis
Visual data alerts

Suite Team (Employee Service Suite) $55.00 $55.00 per user / month

$55 Per Agent Per Month billed Yearly

Provide powerful out-of-the-box omnichannel support, and introduce self-service for common employee questions.

Features

Ticketing system
Email, chat, voice, business channels, and more
Help center
AI agents
Prebuilt analytics dashboards
1,000+ apps & integrations
Pre-defined responses (macros)
Custom business rules (triggers & 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 (Employee Service Suite) $89.00 $89.00 per user / month

$89 per Agent per Month billed Yearly

Streamline operations with enhanced self-service, improved collaboration and automation tools, and deeper insights.

Features

Includes features of Suite Team plan, plus
Multiple ticket forms
Light Agents
Service level agreements (SLA)
Customer satisfaction ratings (CSAT)
Multilingual support and content
Self-service employee portal
Business hours

Suite Professional (Employee Service Suite) $115.00 $115.00 per user / month

$115 Per Agent Per Month billed Yearly

Maximize efficiency with skills-based routing and custom analytics. Unlock access to advanced data protection and AI capabilities.

Features

Includes features of Suite Growth plan, plus
Business hours
Custom and live analytics
Side conversations
Skills-based routing
Integrated community and alumni forums
Data location options
HIPAA enabled
Access to Sunshine Conversations
Eligible for Advanced AI add-on

Suite Enterprise (Employee Service Suite) $169.00 $169.00 per user / month

$169 per Agent per Month billed Yearly

Deliver customized service at scale. Optimize operations with real-time analytics.

Features

Includes features of Suite Professional plan, plus
Eligible for Advanced Data Privacy and Protection add-on
Sandbox
Content blocks
Custom agent roles
Dynamic, Contextual workspaces

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 26/05/2025 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

Do You Use Zendesk Support Suite?

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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.