Beta
Zendesk Support Suite
4.2
5,534

Not Claimed

The Support Suite by Zendesk is a customer support software that allows businesses to have natural conversations with customers on any channel while keeping all interactions and relevant context in one place for agents. It is a unified agent workspace that helps teams provide a faster, more personal experience to customers. Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships.
Website
http://www.zendesk.com
Developer
Zendesk
HQ Location
San Francisco, CA
Year Founded
2007
Number of Employees
6,322
Twitter
@Zendesk
Strengths
  • Ease of use

    Intuitive interface and simple setup process

  • Omnichannel support

    Ability to handle customer inquiries across multiple channels

  • Customization options

    Flexible configuration options to tailor the software to specific business needs

Weaknesses
  • Pricing

    Relatively high cost compared to some competitors

  • Limited reporting

    Reporting capabilities are not as robust as some other help desk software

  • Limited integrations

    Integration options are not as extensive as some other help desk software

Opportunities
  • Opportunity to expand into new geographic markets or industries
  • Opportunity to develop new features or integrations to stay competitive
  • Opportunity to form partnerships with complementary software providers
Threats
  • Intense competition from other help desk software providers
  • Potential impact of economic downturn on customer demand
  • Risk of security breaches or data leaks that could damage the company's reputation

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Zendesk Support Suite Plan

Zendesk Support Suite offers a flexible pricing strategy with three versions starting at $49 per agent per month, including advanced features.
Support Only (Team) $ 19 1 user per month billed annually
Integrated customer support Email & social media Web widget & mobile SDK Pre-defined business rules Essentials card Interaction history
Support Only (Pro) $ 49 1 user per month billed annually
Integrated customer support All the features of Team, plus: Multilingual content CSAT surveys Dashboards & reporting powered by Zendesk Explore
Support Only (Enterprise) $ 99 1 user per month billed annually
All the features of Pro, plus: Custom team roles and permissions Customizable agent workspaces Third-party data storage Sandbox test environment
Suite Team $ 49 per agent/month billed annually
Get the fundamentals right. Deliver support across any channel, all from one place. Industry-leading ticketing system Messaging across web, mobile and social Email, voice, SMS, and live chat support Help center - SINGLE Easy-to-set up automations & workflows AI-powered automated answers - UP TO 50 Unified agent workspace Out-of-the-box reporting and analytics Data and file storage - STANDARD 1,000+ apps and integrations - PREBUILT Robust APIs - STANDARD RATE LIMIT Online, email, and phone support from the Zendesk team Onboarding and adoption guidance
Suite Growth $ 79 per agent/month billed annually
Go further with a little extra help. Tap into self-service and more automations. All the features of Suite Team, PLUS Self-service customer portal AI-powered knowledge management Customizable ticket layouts Light access licenses - UP TO 50 Service Level Agreement (SLA) management Multilingual support and content
Suite Pro $ 99 per agent/month billed annually
Work even better together. Get deeper collaboration, routing, and analytics. All the features included in Suite Growth, PLUS Conversation routing based on agent skill Integrated community forums Private conversation threads Customizable and shareable dashboards Advanced voice capabilities HIPAA compliance Events Connector for Amazon Web Services
Suite Enterprise $ 150 1 user per month billed annually
All the core elements needed for excellent customer support. Custom team roles and permissions Advanced knowledge management Customizable agent workspaces Customizable branding for web conversations Light access licenses - UP TO 1000 Live data and external dashboard sharing Live agent activity dashboard - Customizable, agent capacity, plus live agent status drill-in Sandbox environment for change management Robust APIs - ENTERPRISE RATE LIMIT AI-powered triage and conversation insights - RETAIL ONLY
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