Zendesk Sunshine Review: Sunshine Conversations Pros & Cons

Last Updated:Thursday, January 11, 2024

Finding the right platform to streamline operations and deliver exceptional customer support is crucial to your business's success. And guess what? That's where Zendesk Sunshine comes in! 

In this comprehensive Zendesk Sunshine review, we'll dive into the pricing, features, pros, and cons of Zendesk Sunshine, uncovering how this customer service solution can revolutionize your business. Are you ready? Let's dive right in!


Zendesk Sunshine review 2024: Is Zendesk Sunshine any good?

Zendesk Sunshine is a customer service platform that helps businesses deliver exceptional customer experiences. This Zendesk Sunshine review will take you through various Zendesk features that can transform your business. For example, Zendesk Sunshine integrates seamlessly with popular platforms like Google Sheets, Salesforce, Shopify, and more. 

This integration ensures you can consolidate all customer data in one place, providing a holistic view of interactions across channels.

As one of the best service desk software, Zendesk Sunshine provides the flexibility and customization options necessary to tailor the platform to your specific requirements. With its open API and developer tools, businesses can build and extend their customer service capabilities to meet unique needs. 

Whether automating workflows, creating custom reports, or integrating third-party apps, Zendesk Sunshine empowers you to shape the platform to align with your organization's goals. Make sure to check out our Zendesk review to see the amazing capabilities of these two tools integrated together.


Zendesk Sunshine pricing plans 

First of all, how much does Zendesk Sunshine cost? Let’s first review Zendesk Sunshine Conversations pricing:

Zendesk Sunshine plans

Monthly price

Annual price

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Suite Team


$2,940/5 Agents

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Suite Growth


$4,740/5 Agents

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Suite Professional


$5,940/5 Agents

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Suite Enterprise



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How much does Zendesk Sunshine cost for nonprofits?

Unfortunately, there's no special pricing for nonprofit organizations. However, Zendesk's free trial aims to make the platform more accessible for nonprofits. This allows nonprofits to leverage the power of Zendesk Sunshine's robust customer service capabilities without straining their limited resources. 

By partnering with Zendesk, nonprofits can enhance their support systems, streamline operations, and ultimately deliver better experiences to their constituents.


Are there any Zendesk Sunshine coupon codes or promo discount vouchers?

Unfortunately, after conducting thorough research, we have found that there are currently no active Zendesk Sunshine coupon codes or discount vouchers available. While this may be disappointing news for those seeking a discounted price, it's essential to understand that Zendesk Sunshine offers a robust suite of features and benefits that make it a worthwhile investment.


Zendesk Sunshine free vs paid: what's the difference?

When it comes to Zendesk Sunshine, it's important to note that there isn't a free version available. However, they offer a generous 14-day free trial that allows you to experience the platform's full range of features. During this trial period, you'll have the opportunity to explore and utilize all the functionalities offered by Zendesk Sunshine Conversations. This trial period can be a great way to evaluate whether the paid version fits your business needs. 

However, once the trial period ends, you'll need to choose a paid subscription plan to continue using Zendesk Sunshine Conversations. The paid plans come with enhanced capabilities tailored to meet the specific needs of businesses at different scales. Here are the key distinctions to consider:

Scalability: Although the free trial is suitable for evaluating the platform, the paid plans provide scalable options to accommodate growing businesses. You can easily upgrade to higher-tier plans to access additional resources, user seats, and integration capabilities as your customer base expands.

Priority Support: Zendesk offers priority support to paid subscribers, ensuring faster response times and dedicated assistance when needed. This level of support can be invaluable for businesses that rely heavily on seamless customer interactions and prompt issue resolution.


Zendesk Sunshine platform overview: what is Zendesk Sunshine & what is Sunshine Conversations used for?

Zendesk Sunshine is a comprehensive customer service platform that provides businesses with the tools and capabilities to deliver exceptional customer experiences. It acts as a central hub for managing customer interactions, consolidating data from various touchpoints and channels. 

It is essential to mention that Zendesk Sunshine differs from Zendesk Sell, a CRM tool accessible through web browsers and mobile devices, designed to facilitate collaboration and alignment among sales, marketing, and support teams regarding the requirements and preferences of leads and customers. You can check our latest Zendesk Sell review to learn more.

With Zendesk Sunshine, businesses can streamline their support processes, gain insights into customer behavior, and provide personalized assistance.

What is Sunshine Conversations?

Sunshine Conversations is a vital component of the Zendesk Sunshine platform. It is a powerful messaging solution that enables businesses to engage with their customers across multiple messaging channels, including popular platforms like WhatsApp, Facebook Messenger, and SMS. Sunshine Conversations acts as a unified inbox, bringing together customer inquiries and conversations from different messaging channels into a single, easy-to-manage interface.

Considered the best live chat software by some, Sunshine Conversations allows businesses to provide seamless, real-time support to their customers, meeting them where they prefer to engage. 

What is Sunshine Conversations Used For?

Sunshine Conversations serves various purposes, all aimed at enhancing customer interactions and streamlining communication processes. Here are some everyday use cases for Sunshine Conversations:

Support and Issue Resolution: Customers can initiate conversations, seek assistance, and receive real-time support from businesses via messaging channels.

Order and Appointment Management: Sunshine Conversations can facilitate order tracking, appointment scheduling, and updates, ensuring smooth customer experiences.

Notifications and Alerts: Businesses can leverage Sunshine Conversations to send automated notifications, updates, and alerts to customers, keeping them informed and engaged.

Sales and Lead Generation: Sunshine Conversations enables businesses to engage potential customers, qualify leads, and provide personalized sales assistance.

Proactive Customer Engagement: With Sunshine Conversations, businesses can initiate conversations with customers, offer proactive assistance, and provide personalized recommendations.


Zendesk Sunshine features list

Zendesk Sunshine offers many features designed to enhance customer service and streamline support operations. Let's explore the key features that make this CRM software a powerful platform for delivering exceptional customer experiences in detail:

  • Unified Customer Data

  • Integration Capabilities

  • Customizable Workflows

  • Advanced Reporting and Analytics

  • AI-Powered Assistance

  • Multichannel Support

  • Collaboration Tools

Let's take a closer look at these features:

1. Unified Customer Data

Zendesk Sunshine consolidates customer data from various touchpoints, providing a holistic view of interactions and enabling personalized assistance based on historical information.

2. Integration Capabilities

The platform seamlessly integrates with popular applications and platforms like Salesforce, Shopify, and more, allowing smooth data synchronization and streamlined workflows.

3. Customizable Workflows 

With Zendesk Sunshine, businesses can automate and customize support workflows, ensuring efficient handling of customer inquiries and maximizing agent productivity.

4. Advanced Reporting and Analytics: 

The platform offers comprehensive reporting and analytics tools to gain insights into support performance, customer satisfaction, and agent productivity, empowering data-driven decision-making.

5. AI-Powered Assistance

Zendesk Sunshine leverages artificial intelligence (AI) capabilities to automate repetitive tasks, provide suggested responses, and deliver efficient self-service options to customers.

6. Multichannel Support

Businesses can engage with customers across various channels, including email, chat, social media, and messaging apps, ensuring seamless and consistent support experiences.

7. Collaboration Tools

Zendesk Sunshine provides collaboration features, allowing agents to collaborate internally, share information, and resolve customer issues collectively.


Zendesk Sunshine pros and cons

Zendesk Sunshine, like any customer service platform, comes with its own set of advantages and disadvantages. Here are some of them:

Zendesk Sunshine advantages

1. Comprehensive Customer Service Solution: Zendesk Sunshine offers a wide range of features and capabilities to manage customer interactions effectively. From ticket management and multichannel support to AI-powered assistance and customizable workflows, the platform provides a comprehensive solution for delivering exceptional customer experiences.

2. Integration Capabilities: One of the key strengths of Zendesk Sunshine is its seamless integration with various platforms and applications. This allows businesses to consolidate customer data and synchronize workflows across different systems, streamlining operations and enhancing efficiency.

3. Customization and Flexibility: With its open API and developer tools, Zendesk Sunshine empowers businesses to customize and extend the platform to meet their specific requirements. Whether it's creating custom reports, automating workflows, or integrating third-party apps, the flexibility offered by Zendesk Sunshine ensures it can adapt to unique business needs.

4. Advanced Reporting and Analytics: Zendesk Sunshine provides robust reporting and analytics tools, enabling businesses to gain insights into support performance, agent productivity, and customer satisfaction. These actionable insights allow for data-driven decision-making, leading to continuous improvement in customer service operations.

5. Multichannel Support and Messaging Capabilities: With Sunshine Conversations, the messaging component of Zendesk Sunshine, businesses can engage with customers across various messaging channels like WhatsApp, Facebook Messenger, and SMS. This multichannel support capability enhances customer convenience and provides a seamless experience across platforms.

Zendesk Sunshine disadvantages 

1. Learning Curve for Complex Configuration: While Zendesk Sunshine offers extensive customization options, configuring and setting up complex workflows may require a learning curve. Businesses may need to invest time and effort to fully leverage the platform's capabilities, especially for more intricate configurations.

2. Pricing Structure: Zendesk Sunshine's pricing structure may be a consideration for some businesses, especially smaller ones with limited budgets. Even though the platform offers a free trial, the pricing for the full suite of features may be higher compared to some competitors in the market.

3. Dependency on Internet Connectivity: As a cloud-based platform, Zendesk Sunshine relies on stable Internet connectivity. Any disruptions in internet service could potentially impact access to the platform, affecting the ability to provide real-time support and access customer data.

4. Complexity for Small-Scale Businesses: While Zendesk Sunshine is suitable for businesses of all sizes, its robustness and feature set may overwhelm small-scale firms with more precise customer service needs. These businesses may find more value in a simpler, more streamlined customer service solution. 

5. Customization Complexity: Its vast customization options can challenge businesses without dedicated technical resources. Complex customization may require expertise or additional development support, which could add to the overall cost and complexity.


Zendesk Sunshine complaints & praise (Zendesk Sunshine reviews from real customers)

Users have expressed their happiness with Zendesk Sunshine, and it's easy to see why. The platform is simple to use and does a great job of keeping track of all their tickets. Even better, you can send emails while participating in live chats, making communication with clients and users more efficient. Customers love how quickly their communications are responded to.

Of course, there are a few frustrations, like the lack of documentation and support in Portuguese BR, but overall, the tool serves them well, and the support team is always super helpful. Another big plus according to its users is how quickly the CXP team can adapt to the tool and how easy it is to upload macros. And that's not all, they also use handy apps like Zapier and Okta for seamless integration. 

Review of Zendesk Sunshine support

Zendesk Sunshine excels in providing robust support capabilities that enable businesses to deliver exceptional customer assistance. The platform offers a comprehensive suite of features designed to streamline support operations, enhance agent productivity, and improve customer satisfaction. 

With its ticket management system, omnichannel support, AI-powered assistance, and collaboration tools, Zendesk Sunshine empowers businesses to efficiently handle customer inquiries, resolve issues, and foster meaningful customer relationships. The platform's commitment to providing a seamless support experience is evident in its extensive reporting and analytics tools, allowing businesses to gain insights and continuously improve their support performance.


Is Zendesk Sunshine worth it? Our conclusion

After a thorough review of Zendesk Sunshine and its Sunshine Conversations component, let's answer the question on your mind: "Is Zendesk Sunshine worth it?"

We can confidently say that the platform offers a powerful and comprehensive solution for businesses seeking to enhance their customer service operations. With its range of features, integration capabilities, and focus on delivering exceptional customer experiences, Zendesk Sunshine has proven to be a valuable asset for many organizations.

Although the platform has its pros and cons, the overall benefits outweigh the drawbacks for businesses looking to streamline their support processes, leverage messaging channels, and gain valuable insights through reporting and analytics. Zendesk Sunshine's customization options, scalability, and AI-powered assistance contribute to its effectiveness in meeting the diverse needs of businesses across various industries.

However, it's essential to carefully consider factors such as the learning curve for complex configurations, pricing structure, and the availability of technical resources within your organization. Alternatively, you can check our list of Zendesk Sunshine alternatives if you think it's not a good fit for your organization.

Ultimately, the decision of whether Zendesk Sunshine is worth it for your business depends on factors such as your budget, technical capabilities, and customer service objectives. We recommend taking advantage of Zendesk's free trial or demo to get a firsthand experience of the platform and its capabilities.

Our final Zendesk Sunshine rating

After our in-depth review, we rate Zendesk Sunshine 4/5.