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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

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

Dawid K.

  • Role: Industry Specific Role
  • Industry: Energy
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2023

Overall good, but expensive ticketing system

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Very good data analysis and report engine, automation and triggers, ease of implementation

What is your favorite aspect of this product?

Easy to use, intuitive, readily integrates a lot of customers and communication channels

What do you dislike most about this product?

No filtering, limited amount of easily accessible views, pretty expensive, hard to manage internal vs. external communication in one thread

What recommendations would you give to someone considering this product?

Not the greatest solution for engineering and technical support teams, consider if you have more communication channels than only mail, you will appreciate the powerful reporting engine (Explore)

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Respectful

Cons

  • Less Efficient Service
  • Less Effective Service
  • Commodity Features

Ariel C.

  • Role: Operations
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2023

Excellent product, Poor training options.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

In my experience with Help Scout and Vantive, Zendesk is much more polished. It has more integrations and the interface is simple, nice to see, and friendly. The admin tools it offers are second to none and the chance to add you own knowledge base within the tool is super helpful both for agents and for our customers. Also, I love the reporting tool, Explore, which is super complete and easy to use.

What is your favorite aspect of this product?

It's an all-in-one solution that really does the trick.

What do you dislike most about this product?

I am more oriented to real-time learning, and they only have self-learning material. Personalized onboarding is non-existent, and I spend way more time learning that I have time for. Being a pricey tool, I would have expected at least one onboarding session.

What recommendations would you give to someone considering this product?

Try to get a prepaid training before purchasing the suite. Apart from that, the tool is very powerful.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Helps Innovate

Cons

  • Less Effective Service
  • Charges for Enhancements
  • Wastes Time
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