GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Our commitment
Independent research methodology
Our researchers use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
How GetApp verifies reviews
GetApp carefully verified over 2 million reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.
How GetApp ensures transparency
GetApp lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. GetApp is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website.
Zendesk Suite
Service-first CRM company that builds support & sales tools
Last updated: January 2025
Zendesk Suite - 2025 Pricing, Features, Reviews & Alternatives
Table of Contents
Starting from
55
/user
Per month
Zendesk Suite's key features
GetApp's analysis of 402 verified user reviews collected between July 2021 and October 2024 identified Zendesk Suite's most critical features and how it performs according to users.
Reviewers appreciate Zendesk Suite's support ticket management capabilities. They highlight the ability to track, prioritize, and categorize tickets, ensuring efficient handling and timely responses. Users report that custom SLAs, ticket routing, and macros enhance productivity. They also value the integration with tools like OPSGenie and Jira, which streamline workflows. Some users mention the need for more capabilities and better visibility for clients. Overall, they find it important for improving customer satisfaction and team performance. Of the 151 Zendesk Suite users who gave detailed accounts of their use of Support Ticket Management, 98% rated this feature as important or highly important.
Reviewers indicate that Zendesk Suite's ticket management system is highly effective for organizing and resolving customer inquiries. They appreciate the ability to categorize tickets by urgency, channel, and agent skills. Users report that the system supports seamless communication across multiple platforms, including social media. They find the search function, dashboards, and sorting options helpful for tracking ticket status and progress. Some users mention the need for developer assistance for integrations, but overall, they find it enhances support efficiency. Of the 155 Zendesk Suite users who gave detailed accounts of their use of Ticket Management, 97% rated this feature as important or highly important.
Users report that Zendesk Suite's real-time consumer-facing chat significantly improves customer service by providing instant support. They appreciate capabilities like Quick Parts for efficiency, file sharing for troubleshooting, and integration with bots to handle basic queries. Reviewers highlight the ease of implementation and the ability to manage multiple chats simultaneously. They find the chat notifications and typing indicators helpful for real-time engagement. Some users mention the need for better response times, but overall, they value the capability for enhancing customer satisfaction. Of the 57 Zendesk Suite users who gave detailed accounts of their use of Real-time Consumer-facing Chat, 96% rated this feature as important or highly important.
Reviewers feel that real-time notifications in Zendesk Suite are essential for timely responses and efficient customer support. They highlight the ability to receive instant updates on ticket activity, which helps in addressing issues promptly. Users appreciate the integration with email and Slack for real-time alerts. They find this capability particularly useful for monitoring critical issues and maintaining high customer satisfaction. Some users mention occasional delays in notifications, but overall, they value the capability for improving team responsiveness. Of the 84 Zendesk Suite users who gave detailed accounts of their use of Real-Time Notifications, 90% rated this feature as important or highly important.
Users report that Zendesk Suite's email management capabilities are highly effective for organizing and tracking customer inquiries. They appreciate the ability to convert emails into tickets, track email metrics, and merge duplicate emails. Reviewers highlight the user-friendly interface and the integration with other communication channels. They find the system helps in maintaining transparency and reducing the need for re-entering information. Some users mention the need for better CC functionality, but overall, they find it enhances email handling efficiency. Of the 85 Zendesk Suite users who gave detailed accounts of their use of Email Management, 86% rated this feature as important or highly important.
Reviewers indicate that Zendesk Suite's alerts and escalation capabilities are valuable for quickly addressing critical issues. They appreciate the ability to set multiple alerts for important tickets and escalate issues to higher support tiers seamlessly. Users report that the integration with messaging apps and APIs enhances the alert system. They find this capability helpful for prioritizing urgent tickets and ensuring timely resolutions. Some users mention the need for clearer differentiation of alert priorities, but overall, they value the capability for improving support efficiency. Of the 63 Zendesk Suite users who gave detailed accounts of their use of Alerts/Escalation, 84% rated this feature as important or highly important.
All Zendesk Suite features
Features rating:
Zendesk Suite awards
Zendesk Suite alternatives
Zendesk Suite
Starting from
55
/user
Per month
SysAid
Starting from
79
Per month
HubSpot Service Hub
Starting from
20
Per month
Tidio
Starting from
29
Per month
Zendesk Suite pricing
Value for money:
Starting from
55
/user
Per month
Zendesk Suite integrations (1,016)
Integrations rated by users
We looked through 4,014 user reviews, to identify which products are mentioned as Zendesk Suite integrations, and what is the users perception.
“Slack is the main communication hub within our company and so integration allows all my daily functions to be all in one place. therefore making my job much more convenient. ”
“We can have the application in our mobile phone and whenever we are away from our station, we can still get notification that we have a ticket from Zendesk.”
Harmeet Guruwar
Risk Underwriter
“There are marketing emails that don't go through Zendesk and hence I have to use Gmail to check on that. And Zendesk can provide statistics on customer satisfaction and response time rate which Gmail doesn't and hence we have to use the two together to complement each other.”
“This is how we keep in contact with everyone in the company. Besides phone calls/text messages.”
Elizabeth Michelle Oyole
Admin Assistant
“Triggers from Zendesk have required some creative thinking due to it only firing when tickets in a view are updated, and it can't fire more than once per ticket. But we've made it work.”
“We use Zapier to connect Jira and Zendesk for easier relations between tickets and developer tasks.”
James Whiting
Business Transformation Manager
“The ability to use dynamic customer data from Shopify in macros is lacking. For example, you can not create macros with order numbers, tracking numbers etc. auto filled out.”
Connor James
Owner
“Integration needed a few work arounds from out of the box, but it is key for our support team to be able to escalate bugs to the dev team.”
James Whiting
Business Transformation Manager
“This integration allows my team to easily locate and report their IT issues via Zendesk in Teams. ”
Kristianna Watson
Sales supervisor
“We transfer to Zendesk Chat customer's name and keep track of woocommerce orders.”
Valerio Granato
CEO
“We really enjoy this partnership because we can work faster and deliver an effective problem solver.”
Amanda Altafini
Customer Success Analyst
“Knowing who's calling before even answering is simply amazing for our employees.”
Samuel Conrad
Senior Manager
“We are able to set up tickets in Zendesk that feed into Asana for our developers and programmers”
Kim Moran
Administrator
“More of a data sync between our systems, but the domains and duplicates that can be caused can be annoying.”
James Whiting
Business Transformation Manager
“It fails at so many levels, only able to synch contacts as it breaks when connecting organizations.”
Andrea Jara
Director of Customer Success
“It collect data from facebook, instagram to provide support and lead management from a single dashboard”
Vishwjeet Narayanan
Owner
“This is our back end system, so it is easier for us to navigate inside Zendesk”
John Anthony Zacarias
Customer Service Representative
“Because we already do things one way and they work, or because platform lacks functions. ”
David Policanti
Help Desk
“ChannelReply is critical because it connects online marketplaces with Zendesk. ”
Anonymous Reviewer
Founder
“Many questions are regarding billing. Nice to access the Recurly account with a single click.”
Anonymous Reviewer
Customer Support Team Lead
“Because our business model and customers target is based on Social Media communication. ”
Salvatore Albo
Head of Customer Service
“Many chats are too complex to solve in realtime. Tickets are created from chat transcripts for later resolution.”
Anonymous Reviewer
Customer Support Team Lead
“Integrated through Integromat, it allows us to flow information back to end users (organizations / business units) in a form that is easily searchable and updatable.”
Brian Ham
Software Engineer
“If there are any questions that need to be answered, drivers or applicants create a ticket on Zendesk. The necessary changes are made to their profile on Fountain, where it is also located. From hiring to deployment, account reactivation, and region transfer requests. Zendesk and Fountain are regarded as one app by us.”
Dave Cruz
Frontline Operations Specialist
“Integrating Salesforce and Zendesk Suite is helpful to see the associated tickets to the organization to keep things consistent.”
Angel Jones
HMIS Operations Manager
“We use Workday as our 'system of record' for all of our employees, so it was important for us to be able to use that as our feed to keep our Zendesk user base up to date. ”
Ben Wilcox
IT Technical Support Team Lead
“We don't use FullStory much, but it is nice to see the actions that lead up to a ticket being opened if needed.”
Anonymous Reviewer
Customer Support Team Lead
“The rota app that we use it's a very important integration that provides real time notification to agents through Zendesk. Agents can also view their rota there. ”
Andreea Spiridon
CX WF Manager
Zendesk Suite support options
Typical customers
Platforms supported
Support options
Training options
Zendesk Suite reviews
Overall rating
4.4
/5
4K
Positive reviews
89
%
- Value for money
- Ease of use
- Features
- Customer support
- Likelihood to recommend8.32/10
2.2K
1.3K
312
64
51
Zendesk Suite FAQs
Zendesk Suite has the following pricing plans:
Starting from: $55.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)
Q. Who are the typical users of Zendesk Suite?
Zendesk Suite has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business
Q. What languages does Zendesk Suite support?
Zendesk Suite supports the following languages:
Chinese (Traditional), English, Ukrainian, Spanish, Czech, Irish, Swedish, German, Finnish, Polish, Thai, Turkish, Arabic, Chinese (Simplified), Indonesian, Hungarian, Dutch, Japanese, Portuguese, Danish, Korean, Russian, Hebrew, Italian, French, Norwegian (Bokmal)
Q. Does Zendesk Suite support mobile devices?
Zendesk Suite supports the following devices:
Android, iPad, iPhone
Q. Does Zendesk Suite offer an API?
Yes, Zendesk Suite has an API available for use.
Q. What other apps does Zendesk Suite integrate with?
Zendesk Suite integrates with the following applications:
Tray.io, Sprout Social, Lessonly , Hexnode UEM, Capsule, Device42, Higher Logic Thrive, Dialpad, Ottspotta, Kommo, Zight (formerly CloudApp), Drupal, Talkdesk, Microsoft Outlook, OutSystems, Adobe Commerce, LogMeIn Rescue, Humanity, WooCommerce, Asset Panda, Google Analytics 360, Aircall, Redmine, Dropbox Business, WHMCS, Quiq, eyeson, ClickHelp, Azuqua, Zoho CRM, TimeCamp, Jira, ValueOps, Inbenta, FullContact, UserVoice, ActiveCampaign, Brushfire, Formstack Forms, Instabug, 123FormBuilder, Transifex, ConnectWise ScreenConnect, Jitterbit, TeamViewer Remote, Flowlu, Calendly, Time Doctor, Teamwork.com, PrestaShop, Quip, Zapier, Pivotal Tracker, iorad, xMatters, CXone Mpower, Genesys Cloud CX, QuickBooks Online Advanced, Sprinklr, Bedrock Data, Helpjuice, 3CLogic, Five9, MeisterTask, ClickDesk, Setmore, Solve CRM, Smartlook, Segment, SalesSeek, Elastic Enterprise Search, Velaro, Cyclr, Usersnap, Benchmark Email, Trello, Box, Zoho Books, Playvox, SpiraTeam, Pipedrive, Hippo Video, FreshBooks, Zoom Workplace, Userlike, Bloomfire, ChartMogul, Agile CRM, SupportSync, Kudos, Serviceware Knowledge, Microsoft Viva Engage, Planview PPM Pro, Yonyx, Breeze, Customer Thermometer, OpsGenie, Yext, Geckoboard, Zingtree, Databox, VeriShow, WordPress, Beanstalk, Smartling, Freshdesk, Nicereply, WorkflowMax, HappyFox Chat, Woopra, Vivocha, Yodiz, Sailthru by Marigold, SAP Business One, SolarWinds Service Desk, Get Satisfaction, Ameyo, Nutshell, Salesforce Sales Cloud, LiveOps, DataHero, Bitium, LoginRadius, OneLogin, Projector by BigTime, SugarCRM, ManageEngine ADManager Plus, Harvest, Close, kintone, Callmaker, Wistia, Okta, Pendo, Sharpen, Zoho Billing, Crisp, Slack, Klaviyo, PagerDuty, OroCRM, Agile Central, CheckMarket, Akita, TimeLog, Algolia, XCALLY, Built.io Flow, GetResponse, CloudAgent, MyFeelBack, Zen Cart, SurveyLab, LiveChat, Zendesk Sell, Teamgate, Higher Logic Vanilla, Workato, Meta for Business, miniOrange, ChargeOver, Olark, Spinify, Mixpanel, Skilljar Customer Education, Moxo, Yotpo, Highrise, Plecto, Gainsight CS, ManageEngine Endpoint Central, Bird, Keap, Chargebee, Hubstaff, Skyvia, EZOfficeInventory, ClicData, Easy Insight, Kixie PowerCall, Mailchimp, Helpshift, Twilio, Emma by Marigold, Autotask PSA, Instagram, Aha!, Igloo, Zoho Analytics, Trustpilot, Joomla, Vidyard, Cirrus Insight, Podio, Slemma, Nextiva, Hootsuite, PandaDoc, elevio, Zoho Inventory, ChargeDesk, ProProfs Knowledge Base, AWeber, Smartsheet, HubSpot CRM, Cyfe, ScreenSteps, Totango, Zoho Assist, Litmos, Intercom, Membrain, BigCommerce, Operations Hub, Zoho Invoice, Truly, TMetric, EZ Texting, Productboard, Shopify, Microsoft Excel
Q. What level of support does Zendesk Suite offer?
Zendesk Suite offers the following support options:
FAQs/Forum, Knowledge Base, 24/7 (Live rep), Phone Support, Email/Help Desk, Chat
Popular comparisons with Zendesk Suite
