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Zendesk Suite
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Service-first CRM company that builds support & sales tools
Table of Contents
Zendesk Suite - 2026 Pricing, Features, Reviews & Alternatives
All user reviews are verified by in-house moderators and provider data by our software research team. Learn more
Last updated: February 2026
Zendesk Suite overview
Based on 4065 verified user reviews
What is Zendesk Suite?
Zendesk Suite is a help desk program with key features that include support ticket management, real-time consumer-facing chat, real-time notifications, email management, and alerts/escalation, and more.
Who uses Zendesk Suite?
Reviews for Zendesk Suite come from a wide variety of industries, including Computer Software (13% of reviewers), Information Technology and Services (11%), and Retail (5%). The most frequent use case for Zendesk Suite cited by reviewers is help desk support (50% of reviewers).
What do users say about Zendesk Suite pricing?
Some reviewers feel Zendesk Suite offers good value for money due to its extensive features and integration options. However, some users say the pricing can be expensive, restrictive, and confusing, especially for small businesses or larger teams.
What are the most popular integrations for Zendesk Suite?
The Zendesk Suite integrations most frequently cited by reviewers are: Slack (a team communication product rated 4.7 out of 5 for its integration with Zendesk Suite), Jira (an IT project management product, 4.4), and Salesforce Sales Cloud (a CRM product, 4.2).
Starting price
per month
Pros & Cons
Responsiveness
Organization
Navigation
Stability
Affordability
Templates
Zendesk Suite’s user interface
Zendesk Suite pros, cons and reviews insights
To determine these pros and cons insights, we analyzed responses from
Overall rating
Value for money
4.2
Features
4.4
Ease of use
4.3
Customer support
4.3
Reviews sentiment
What do users say about Zendesk Suite?
Users report Zendesk Suite streamlines customer support by centralizing ticket management, enabling fast responses, and offering robust analytics and reporting. They appreciate its multichannel capabilities—handling email, chat, phone, and social media—plus strong integration options with popular business tools and flexible customization for workflows and branding. They find the platform generally easy to use, though some mention an initial learning curve and occasional complexity.
They indicate pricing can be high, especially for advanced features or larger teams, and note limitations in customization and reporting. Some say technical issues, slow support, and occasional bugs affect their experience, but most value its comprehensive feature set.
Select to learn more
Who uses Zendesk Suite?
Based on 4,065 verified user reviews.
Company size
Small Businesses
Enterprises
Midsize Businesses
Top industries
Use cases
Zendesk Suite's key features
GetApp's analysis of 409 verified user reviews collected between July 2021 and December 2024 identifies Zendesk Suite's most critical features and summarizes user sentiment about those features.
Reviewers appreciate Zendesk Suite's support ticket management capabilities for tracking, prioritizing, and resolving customer inquiries efficiently. They highlight the ability to enforce consistent categorization, manage custom SLAs, and utilize macros. Users value the systematic approach to handling tickets, which improves customer satisfaction and team productivity. They also mention the integration with tools like OPSGenie and Jira, and the flexibility to customize workflows to meet specific support needs. However, some users wish for more capabilities and easier visibility into SLA tickets. Of the 155 Zendesk Suite users who gave detailed accounts of their use of Support Ticket Management, 98% rated this feature as important or highly important.
See related user reviews
Brian H.
Software Engineer
Tayeb A.
Client Care Specialist
Reviewers indicate that Zendesk Suite's ticket management allows for efficient tracking, organizing, and resolving customer inquiries. They value the ability to categorize tickets by urgency, channel, and agent skills, which helps in prioritizing and following up on issues. Users appreciate the seamless integration with social media channels and other software, although some find it challenging without developer support. They also highlight the comprehensive nature of the system, which enhances their ability to deliver timely support and track performance metrics. Of the 156 Zendesk Suite users who gave detailed accounts of their use of Ticket Management, 97% rated this feature as important or highly important.
See related user reviews
Angel J.
HMIS Operations Manager
Ahmed A.
Founder, Biomedical Engineer & Data Scientist
Users report that Zendesk Suite's real-time consumer-facing chat enhances customer support by providing instant responses and fostering real-time engagement. They appreciate the ability to handle multiple inquiries simultaneously, integrate chat with bots, and view customer interactions quickly. Reviewers find the chat capability easy to implement and valuable for improving customer satisfaction. They also mention the integration with other platforms and the efficiency of quick commands and macros, although some note that response times could be improved. 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.
See related user reviews
Pat W.
Customer Support Manager
Helen G.
Customer Solutions Manager
Reviewers feel that real-time notifications in Zendesk Suite are valuable for providing instant updates on ticket activity, ensuring timely responses, and improving collaboration. They highlight the ability to quickly identify and respond to critical issues, monitor systems, and receive alerts on various devices. Users appreciate the increased team responsiveness and the integration with tools like Slack. However, some mention occasional delays in notifications and the need for better visibility of important updates. Of the 86 Zendesk Suite users who gave detailed accounts of their use of Real-Time Notifications, 91% rated this feature as important or highly important.
See related user reviews
Daniel d.
engineer
Jahidul I.
Finance
Reviewers find Zendesk Suite's email management helpful for organizing and tracking a large volume of customer inquiries. They appreciate the ability to convert emails into tickets, track email metrics, and maintain transparency in communication. Users value the integration with other systems, the ease of merging duplicate emails, and the user-friendly interface. They also mention the importance of email management for maintaining security and confidentiality, although some users find the lack of CC functionality limiting. 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.
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April B.
Operations Director
Eugene D.
Project Manager
Users indicate that Zendesk Suite's alerts and escalation capabilities help quickly identify and address important issues. They value the ability to escalate tickets to higher support tiers, set multiple alerts for critical tickets, and integrate with messaging apps for quick notifications. Reviewers appreciate the smooth transition between support levels and the ability to classify and prioritize tickets. However, some users find it challenging to determine the importance of alerts due to the visual presentation of priorities. 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.
See related user reviews
Mehandi I.
Sales & Marketing Automation Specialist
Warren L.
General Manager
All Zendesk Suite features
Features rating:
Zendesk Suite awards
Zendesk Suite alternatives
Zendesk Suite
Starting from
55
/user
Per month
Creatio CRM
Starting from
25
Per month
Pipedrive
Starting from
19
Per month
Salesforce Sales Cloud
Starting from
25
Per month
Zendesk Suite pricing
Pricing plans
Pricing details:
Enterprise Plus
No pricing info
Contact vendor for more details
User opinions about Zendesk Suite price and value
Value for money rating:
Of 138 reviews that provide robust commentary on Zendesk Suite's price and value, 37% mention it in a positive light.
Some reviewers feel that Zendesk Suite offers good value for money due to its extensive features, such as integration with other platforms, sales pipeline management, and the ability to manage customer service efficiently. Users think the affordability of the software, especially with the startup program offering six months free, is beneficial. Some users report that the pricing is competitive compared to other services, and they appreciate the free trials and flexible plans that can suit different business needs. Reviewers indicate that the software's cost-effectiveness is enhanced by its ability to streamline processes and integrate telephony and CRM under one platform.
However, some users say that Zendesk Suite can be expensive, particularly for small businesses or those with larger needs. Reviewers find that the subscription-based model and additional costs for advanced features or customization can quickly escalate, making it less accessible for smaller teams. Some users report dissatisfaction with the pricing structure, feeling it is confusing and restrictive, requiring upgrades for additional features. They say that the lack of flexibility in pricing plans and the high cost of adding more users or features can be a significant drawback. Reviewers also mention issues with automatic renewals and difficulties in managing costs, which can be frustrating.
, and
To see what individual users think of Zendesk Suite's cost and value, check out the review excerpts below.
Andrew K.
Chief Executive Officer
Zendesk Suite integrations (1,053)
Integrations rated by users
We looked at 4,065 user reviews to identify which products are mentioned as Zendesk Suite integrations and how users feel about them.
Integration rating: 4.6 (12)
“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.”
“Incoming emails are automatically converted into tickets, enabling centralized tracking, faster responses, and consistent communication directly from the Zendesk platform.”
“Zendesk Suite is often accessed through Gmail, which is the way the customer service staff often is able to "see" my issues.”
“It is important to use gmail because it enables to communicate with the customer and receive their receipt of support.”
“This is how we keep in contact with everyone in the company. Besides phone calls/text messages.”
Elizabeth M.
Admin Assistant
Integration rating: 4.8 (24)
“Receive real-time ticket notifications, collaborate on customer issues, and share updates across teams. Enables faster internal communication, quicker decision-making, and improved response times by allowing teams to act on tickets directly.”
“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.”
“Source information shared in Slack directly in Zendesk when involving multiple teams on the same case”
Ifra S.
Zendesk Developer
Integration rating: 4.3 (14)
“It enables seamless collaboration between support and development teams, allows support tickets from Zendesk to be converted into Jira issues, ensuring faster bug tracking, and quicker resolution of technical problems.”
“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.”
Ifra S.
Zendesk Developer
Integration rating: 5.0 (7)
“Customer messages are captured as tickets, enabling agents to respond quickly, maintain conversation history, and deliver personalized support through a widely used messaging channel.”
“We really enjoy this partnership because we can work faster and deliver an effective problem solver.”
Ifra S.
Zendesk Developer
Integration rating: 4.3 (4)
“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 W.
Business Transformation Manager
Integration rating: 4.7 (3)
“This integration helps teams track progress, assign responsibilities, and ensure that complex or long-running customer issues are resolved efficiently.”
“We are able to set up tickets in Zendesk that feed into Asana for our developers and programmers”
Ifra S.
Zendesk Developer
Integration rating: 4.3 (6)
“This integration allows my team to easily locate and report their IT issues via Zendesk in Teams. ”
Kristianna W.
Sales supervisor
Integration rating: 3.8 (4)
“It fails at so many levels, only able to synch contacts as it breaks when connecting organizations.”
Andrea J.
Director of Customer Success
Integration rating: 4.8 (4)
“Knowing who's calling before even answering is simply amazing for our employees.”
Samuel C.
Senior Manager
Integration rating: 4.3 (3)
“Support tickets can be converted into Trello cards, helping teams organize work, monitor progress, and collaborate efficiently on issue resolution.”
Ifra S.
Zendesk Developer
Integration rating: 5.0 (3)
“It's the best tool that you can have when needing the agents to get calls and manage requirements through phone.”
Pablo T.
CX Consultant
Integration rating: 4.0 (2)
“More of a data sync between our systems, but the domains and duplicates that can be caused can be annoying.”
James W.
Business Transformation Manager
Integration rating: 4.5 (2)
“Being able to automate our review requests has increased our TrustScore dramatically.”
Melony Y.
Senior Director of Consumer Support
Integration rating: 4.5 (2)
“It collect data from facebook, instagram to provide support and lead management from a single dashboard”
Vishwjeet N.
Owner
Integration rating: 5.0 (1)
“Many questions are regarding billing. Nice to access the Recurly account with a single click.”
Anonymous R.
Customer Support Team Lead
Integration rating: 5.0 (1)
“Because we already do things one way and they work, or because platform lacks functions. ”
David P.
Help Desk
Integration rating: 5.0 (1)
“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 S.
CX WF Manager
Integration rating: 4.0 (1)
“Many chats are too complex to solve in realtime. Tickets are created from chat transcripts for later resolution.”
Anonymous R.
Customer Support Team Lead
Zendesk Suite support options
Typical customers
Platforms supported
Support options
Training options
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. What is Zendesk Suite used for?
Zendesk offers a cloud-based customer support solution. All the customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. The customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk also serves various businesses across several of industries and all company sizes, offering service and support in multiple languages. Zendesk enables support agents to manage conversations with customers across all channels, in one consolidated Agent Workspace. Using automated triggers, customers can be engaged at the moment support is needed, before they've asked their question. Live chat analytics also provide measurable insight on customer satisfaction and agent performance, to help businesses ensure that their support services continuously improve. Zendesk Suite includes the following products: Ticketing System, Help Center, Community Forum, Messaging, Zendesk Talk, Zendesk Explore and Zendesk Sunshine Conversations.
Q. What are the benefits of using Zendesk Suite?
The fastest way to great customer support. Rapid setup and deployment.
Increase and improve the quality of customers interactions.
Support your customers across any communication channel including web, email, chat, and social media.
Improve support team productivity and morale. Our customers love us!
Powerful reporting and advanced analytics including 20+ ready to use reports and dashboards.
Quick and easy adoption - no training required. Easy to onboard new agents.
Seamlessly integrate with existing business systems and software using our open API.
Over 700 out-of-the-box integrations with business software such as Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.
Low TCO and month-to-month payment options.
Secure, reliable, and scalable solution that will meet the demands of your growing business.
World class customer service from our team of highly-skilled customer advocates.
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:
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian (Bokmal), Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian
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, Kommo, Zight, 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, Luciq, 123FormBuilder, Transifex, ScreenConnect, Jitterbit, TeamViewer, Flowlu, Calendly, WhatsApp, 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, Gmail, 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, Lime Connect, 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, SAP Business One, SolarWinds Service Desk, 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, 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, EZO, 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
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