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Zendesk for Service
8.2 /10

What is Zendesk for Service?

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.

Company Details


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Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

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Zendesk for Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk for Service.

82 Likeliness to Recommend

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+79 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk for Service?

3% Negative
15% Neutral
82% Positive

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

80

Customer Service Knowledge Management

79

Contact Center Integration

79

Customer Service Workflow Management

78

Agent Scripting

78

Intelligent Search

78

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Quality of Features

79

Ease of Implementation

79

Business Value Created

78

Ease of IT Administration

78

Ease of Data Integration

78

Usability and Intuitiveness

77

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

Stephanie D.

  • Role: Operations
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2023

Can be confusing until you get used to it.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

I have not used other products.

What is your favorite aspect of this product?

Ability for multiple stakeholders to view tickets and interact with customers.

What do you dislike most about this product?

User interface can be confusing.

What recommendations would you give to someone considering this product?

It is a helpful tool, and can fit easily in your tech stack.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Neira H.

  • Role: Industry Specific Role
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2023

Great tool for customer-service related businesses

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

The interface is sleek and uncluttered, and creating scripts and workflows is a straightforward process. It serves as an excellent customer service solution that businesses can depend on.

What is your favorite aspect of this product?

Extremely simple to set up and start using. Agents quickly embraced and adapted to it. Highly user-friendly and packed with useful features. Additionally, it seamlessly integrates with other systems and custom-built APIs, making it a valuable addition to any setup.

What do you dislike most about this product?

While the automation process could be made somewhat more straightforward, the advantages it offers far outweigh this minor concern.

What recommendations would you give to someone considering this product?

An excellent ticketing system suitable for a Tech Support team that is just beginning in the industry.

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Altruistic

Luke G.

  • Role: Operations
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2023

A great all round CS management tool!

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Customer knowledge base is excellent

What is your favorite aspect of this product?

Customer knowledge base / daily reporting

What do you dislike most about this product?

Some setup could be simplified through templates

What recommendations would you give to someone considering this product?

A good CS service engine with a built in customer knowledge base and portal

Pros

  • Efficient Service
  • Effective Service
  • Helps Innovate
  • Continually Improving Product

Cons

  • Under Delivered
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