Zendesk Support Suite Pricing Overview

Zendesk has been one of my top preferences in Customer Support SaaS products. I have worked on implementing many other tools Freshdesk, Zoho, HubSpot, and many more but I always recommend Zendesk because of the feature set and stability of the tool. It is a very easy and efficient tool which makes it a product for everyone geek or not.

I dislike the fact that Zendesk pushes improvements at a very slower pace than its competitors which makes the buyer think twice before going for Zendesk considering the pricey license cost. There are other SaaS products that provide more features for half the price of Zendesk.

Zendesk Support Suite solves our key problem of Omnichannel management. It is easy to manage multiple channels from a single interface and Agent workspace is one of our favourites.

Zendesk does a lot of things right. It makes it easy to provide great customer support and not miss any requests. It makes it easy to collect the most often occurring problems and rank them. For me as the CEO it makes it easy to evaluate the work of our customer support team and the satisfaction of our customers. It makes it easy to see trends, such as how our ticket loads increases over time. It even made it easy for us to create a multi-lingual online manual for our products. Honestly, I couldn't be happier.

I think it's a bit expensive and I don't really like the model to charge by the user. I would rather get charged on another dimension or have an option for a low-volume user. For example, we would like to have several agents that only handle a few specialized tickets a month. However, due to the pricing this is not possible, or only at very high cost. So we need to resort to some hacks, such as putting a few tickets out of Zendesk back into an email environment.

Zendesk helps us to provide amazing customer support and track how well we are doing on that dimension

We enjoy having multichannel support options and the ease of reviewing part customer ticket history. Zendesk is easy to set up as an Admin and also easy for Agents to use. We have it integrated with Shopify which allows the agents to be able to review an order and do refunds without the need for a Shopify license.

The reporting is good, but it takes a while to understand how to set up reports and dashboard reporting to meet our company's needs. We wish they had more examples to show during the training; however, now that training is offered for free, we can review different courses as needed.

Reasonable cost, Suite pricing is a good discount, multichannel support offering, ease of use for Agents/Leads/Managers. We have seen CSat scores remain in the mid 90% and have been able to reduce expense by creating several Triggers and Automations to handle easy to answer questions.

We are early users of Zendesk Support so we have not had time to fully vet all the features. We selected Zendesk because it gives us the ability to deploy a product documentation portal, secure behind a login, but without requiring an individual seat fee for every user account, as other alternatives such as Confluence do. For one monthly (or annual) fee, we can scale to accommodate as many customer-users as necessary.

Most notably, what we dislike the most so far is that Zendesk couples the Owners account with the Zendesk Admin account. This means that the Owner of the account - the finance person who is actually paying the bill, must have an Administrator/Owner account in Zendesk. That account consumes a license, and the subscription level determines the price of that license. We chose the Enterprise Support with Enterprise Guide so our monthly fee is $155 per user. Being forced to allocate an $1800+/year seat to our finance person, just so we can pay the bill, is frankly ridiculous. Our workaround is to setup the payment information on our Zendesk Administrator's account. That person happens to be in Product Management, halfway around the world from Finance in corporate HQ, and from a finance control, risk management, and administration perspective it raises all sorts of headaches. There is the additional pain in that Zendesk hides the pricing information behind a login, so the folks that are actually paying the bills cannot log back into the account and easily review pricing if we want to reassess our subscription, unless they have that paid seat. As a workaround to the above-mentioned issue, we added the Finance person to zendesk as a User, for the primary Brand. However, when that person logs in they have no access to the subscription and pricing information, since they do not have Admin privileges. If we try to come back in to the Zendesk pricing page on their website, it leads us through the Get Started flow, forcing us to create an account, etc. Which cannot be done since we already have the account setup. The whole account Owner concept is poorly executed, and does not seem suitable for Business or Enterprise SaaS software. As mentioned, we are new to Zendesk, but an additional point of pain has to do with setup for User accounts across Brands. Some subscription levels (which I can't verify since I cannot get to the Subscriptions page), allow you to setup 5 "Brands" or customer portals. Each Brand is a subdomain, e.g. my-portal.zendesk.com. To our best understanding, each Brand portal has a separate login. And you cannot, to our knowledge, use the same login (email) in more than one portal. That's a problem for us.

We are building a product documentation portal. We have just started so we have seen no benefits yet.

The chat bot creation features were pretty nice. Works well, but no real AI integrations. I have to build everything myself.

The service is essentially non-existent. We had 3 professional licenses running us around 125 USD a month, and once we didn't really need 3 agents using the platform, we tried to downgrade to 1 agent. But to downgrade or remove a user you need to give up to 60 days' notice. Okay, so we tolerarted that, but not it's been more than 60 days and they still have not downgraded my subscription. Each month they continue to charge me for the full subsription, and then I have to create another ticket to request their support to downgrage my subscription. They continue to charge me full price, and then say sorry but we cannot offer you a refund. They stack the overpayment onto my account as future credits to be used, but will never give me back a dime. Beware of this service. Once they have your subscription setup, they will make it nearly impossible to downgrade. If they do over charge you, you'll never get a penny back. Lastly, you'll never actually speak to anyone ever. Thier support and service is such a joke, you just get automated bots that email you the same messages about the same recurring problems. At the end of my experience, this service felt like it was sort of a scam. They take your money, won't let you downgrade, keep charging your card, and you can never speak to a real person. COMPLETE JOKE.

This platorm allows me to create a chat bot that answers customer quesions on my website. It works okay, but I had to build out the entire thing.

The agents AND my account executive are so prompt. I have worked with platforms that take days to respond, and especially in the set-up and implementation stages, I feel like this is so necessary.

Sometimes I feel like the request isn't thoroughly read, and I got SCHOOLED when I tried to email support directly versus submitting my request via a form. It wasn't a stellar reception. I feel like if people need help, you help them? It's not the easiest to find the "proper form" to submit either...which is why I emailed. I'm guessing they have a more challenging time routing the request to the right team if it's a general support email, but technology is also a thing, and I can't wait to use the AI options within ZD for routing!

Frankly, I'm more comfortable with Zendesk - that's the short answer, but I see more value since the answer bot and chat are included in the price. These features are typically add-ons with other platforms. I want to use Gather, but the current help information is tough to navigate, and I'm not sure it meets our needs at the moment so I will probably wait on that aspect. Specifically, it is challenging to understand if/how I can have some topics that are open to prospective users without making them create a log-in or not. Viewing permissions and user segments are just very confusing overall.

The simplicty of Zendesk Chat is amazing! It's easy to connect and easy to use. It's an easy way to connect with out customers. Price-wise, this product is at a great price-point and even offers a free option. Overall, I'll gladly recommend this product to my friends.

The chat interface could be better. As a n agent, it would be helpful if there was visitor typing insight.

Zendesk chat is easy to use.

Zendesk is a very premium product and especially for the price we pay for we can see it as very much worth it! Zendesk has amazing and easy to use features that has made customisation and the setting up of new users and help topics a breeze in comparison to our old site software. We have noticed that the number of help calls has gone up but at the same time the length of each of our agents spends on tickets has gone down showing it is highly efficient!

ZenDesk certainly has some of the most intuitive and helpful features and is a premium product as well as being very much in my opinion a market leader where it is now we still find the pricing hard to justify per agent. It would be nice to negotiate a more flexible price and to choose what features we needed.

We have had problems with our support website for quite some time and eventually gave up trying to support it as it required an on site supplier to maintain. Switching to ZenDesk has been a slightly more expensive option by having to pay for each support agent but we see justification as each can now close more calls and we are seeing a higher amount of interaction between customers and providing feedback about our products and using our site to log calls rather than calling us directly.