Zendesk Suite
Zendesk Suite
389 reviews
WH Score

Zendesk Suite Overview

What is Zendesk Suite?

Zendesk Suite is an end-to-end customer relationship platform that combines help desk, voice and CX capabilities into one powerful application. AI is a key capability at Zendesk, offering users the ability to infuse intelligent automation across a variety of areas, from customer interactions to internal workflows. Thanks to an all-encompassing range of capabilities, the Zendesk Suite adds value to businesses with:


Zendesk Suite can easily scale according to your business needs as a cloud-based solution. You can adjust resources and features as your customer support requirements change, ensuring flexibility and cost-effectiveness. 


Zendesk Suite provides high levels of customization, allowing you to tailor the platform to suit your specific business needs. You can create custom workflows, fields, and reports, ensuring the system aligns with your unique processes and requirements. 


Zendesk Suite seamlessly integrates with a wide range of business applications, enabling you to connect and centralize your data and processes. Whether it's CRM systems, marketing automation tools, or accounting software, you can streamline workflows and enhance productivity by bringing all your tools together.

Reporting and Analytics

With Zendesk Suite, you gain access to comprehensive reporting and analytics capabilities. This empowers you to track the performance of your customer support team, identify trends, and uncover areas for improvement. You can optimize your customer support processes by leveraging data-driven insights and making informed business decisions. 


Zendesk Suite prioritizes the security of your data. It adheres to the highest industry standards, implementing data encryption, role-based access control, and two-factor authentication measures. This ensures the protection and confidentiality of your sensitive customer information.


Zendesk offers 24/7 support to assist you whenever you need assistance. With multiple support channels such as phone, email, and chat, you can rely on their expertise to promptly address any concerns or issues. 

By leveraging these advantages, businesses can improve their customer support operations, enhance the customer experience, boost productivity, and achieve better business outcomes with Zendesk Suite.

Zendesk Suite Recent Reviews

Reviewed on 12 May 2024

Zendesk is a potent CRM platform that is definitely worth the money.

Zendesk provides a robust knowledge base and ticketing system together with great security features and insights. Its capability surpasses that of less expensive options like Freshdesk and Jira, enabling comprehensive case monitoring and performance analysis to raise client satisfaction. But Zendesk is not without its drawbacks. For example, building business rules limits the logic possibilities available, and basic features like conversation history and child tickets frequently need to be purchased as add-ons. Even while technical assistance was available around-the-clock, it was generally ineffectual at fixing difficulties, so our team was left to handle the majority of them on its own.

  • Robust ticketing capabilities, Powerful CRM tool compared to competitors, Customizable business flow, Analytic capabilities, Knowledge base platform, Integrates with other systems through API.
  • Limitations in creating business rules (AND/OR), Lacks functions like conversation history, child-ticket, Add-ons often require additional payment, Technical customer support effectiveness.

Reviewed on 17 April 2023

Zendesk is very powerful tool

Overall, I find Zendesk to be a convenient and easy-to-use platform for customer service support. I would definitely recommend it

  • Zendesk allows for easy searching and viewing of tickets, as well as access to past tickets for each customer to ensure accurate solutions
  • The platform also offers the ability to escalate tickets to the appropriate management and create macros or knowledge base articles for consistent and accurate responses to customers.].
  • The system can experience lagging at times, especially when dealing with a high volume of tickets
  • Additionally, there have been instances where multiple agents provide conflicting solutions to the same ticket, leading to customer confusion and frustration.

Zendesk Suite Pricing

Suite Team
per user / per month
Zendesk Suite Pricing Details

Zendesk Suite Key Features

Customer Management

  • Customer Profiling
  • Customer Journey Mapping
  • Customer Lifecycle Management
  • Pipeline Management
  • Complaint/Feedback Management

Contact Management

  • Contact Groups

Phone System Features

  • Inbound Calling
  • Outbound Calling
  • Local Numbers
  • International Numbers
  • Toll-Free Numbers
  • Direct Inward Dialing (DID)
  • Direct Outward Dialing (DOD)
  • Direct Inward Dialing (DID) Numbers
Zendesk Suite Features Details

Zendesk Suite Wheelhouse Score

What is this?

The Average Wheelhouse score for the CRM category is 7.8

Zendesk Suite User Scores

  • Ease of Use
  • Meets Requirements
  • Learning Curve
  • Setup & Support
  • Quality of Support
  • Ease of Admin

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