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Zendesk for Service Logo
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Zendesk

Zendesk for Service

Composite Score
8.2 /10
CX Score
8.4 /10
Category
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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

1
Since last award

93 Plan to Renew

78 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+80 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
14% Neutral
83% 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

Agent Scripting

79

Agent Collaboration

78

Intelligent Search

78

Customer Service Workflow Management

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Ease of Implementation

79

Quality of Features

79

Business Value Created

78

Ease of Data Integration

78

Ease of IT Administration

77

Usability and Intuitiveness

77

Breadth of Features

75

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

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

Gregory D.

  • Role: Information Technology
  • Industry: Electronics
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2023

One of the best service management solutions

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has become a de facto industry standard and is used by many companies across the world. It has great features for customer support, however it still lacks functionalities to manage an internal (e.g. ITIL based) service desk.

What is your favorite aspect of this product?

The ease of use is one of the best things about this solution, together with the breadth of features.

What do you dislike most about this product?

The solution is quite pricey for internal use if you have a lot of customer service agents as it is priced per technician. The fact that there is no on-prem solution can be an issue with GDPR, as the data is all stored in the cloud.

What recommendations would you give to someone considering this product?

Run a trial period prior to purchase.

Pros

  • Enables Productivity
  • Reliable
  • Performance Enhancing
  • Effective Service

Cons

  • Vendor Friendly Policies
  • Less Generous
  • Leverages Incumbent Status
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